Disconnected Data Leads to Disconnected Experiences
Good customer experiences are essential. Learn how disconnected data from disparate solutions leaves customers with fractured, negative experiences, resulting in higher churn and lower LTV.
Good customer experiences are essential. Learn how disconnected data from disparate solutions leaves customers with fractured, negative experiences, resulting in higher churn and lower LTV.
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In this lesson, learn how disconnected data from disparate solutions leaves customers with fractured, negative experiences, resulting in higher churn and lower LTV.
Heightened eCommerce competition means shoppers have higher expectations from the brands they purchase from. It’s the experiences that brands provide that can set them apart today and take a shopper from being a one-time purchaser to a lifetime brand advocate.
Shoppers understand what great customer experiences feel like. Characteristics of exceptional customer experiences include:
On the flip side, shoppers also recognize terrible customer experiences. In fact, they often stick out as even more memorable than the good experiences, because good experiences are what shoppers have come to expect.
Characteristics of negative customer experiences include:
A bad experience is a disruption in a shoppers’ day — and it’s caused by disconnected data that’s siloed in point solutions.
A platform provides a single source of truth for the data collected from each of its solutions. That means data points collected via reviews (sentiment), data collected via your loyalty program (behavior), data collected via your SMS marketing channel (engagement), and more, are all integrated to provide one comprehensive view of a customer.
These complex insights better inform a brand’s marketing strategy, laying the groundwork for better, more informed, and more seamless customer experiences at every interaction point.
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