[[{"@context":"http:\/\/schema.org","@type":"Answer","name":"What is a customer experience analysis?","text":"A customer experience analysis is pretty straightforward. If you want to know whether you need to adjust your product mix or tweak your customer service efforts in various channels, you\u2019ll have to analyze what your customers are experiencing right now and gain insights into what your brand can do better when it comes to CX.  With the useful insights you gain from a customer experience analysis, you will, in turn, be able to more fully understand what you customers deal with as they make their way down the path to purchase.","@id":"https:\/\/www.the-future-of-commerce.com\/2020\/01\/29\/customer-experience-analysis-definition\/#Answer1"},{"@context":"http:\/\/schema.org","@type":"BlogPosting","description":"A customer experience analysis tells businesses what customers are experiencing in the moment and gives insights into what they can do better when it comes to CX.","name":"What is a customer experience analysis? CX strategy 101","headline":"What is a customer experience analysis? CX strategy 101","mainEntityOfPage":"https:\/\/www.the-future-of-commerce.com\/2020\/01\/29\/customer-experience-analysis-definition\/","abstract":"If you want to drive business revenue and loyalty, you need to understand what a customer experience analysis is and how to act upon the results.  After all, today\u2019s customers demand an easy, friction-free experience when they shop and CX is poised to overtake price and product as the top brand differentiator. A recent report found that 86% of respondents said they were willing to pay more for a better CX, and that number gets even bigger when additional choices become available.","datePublished":"2020-01-29T10:00:00Z","about":[{"@type":"Thing","name":"Customer experience","@id":"https:\/\/en.wikipedia.org\/wiki\/Customer_experience"},{"@type":"Thing","name":"customer experience","@id":"https:\/\/www.wikidata.org\/wiki\/Q984142"}],"subjectOf":[{"@type":"FAQPage","mainEntity":{"@type":"Question","name":"What is a customer experience analysis?","acceptedAnswer":{"@id":"https:\/\/www.the-future-of-commerce.com\/2020\/01\/29\/customer-experience-analysis-definition\/#Answer1"},"@id":"https:\/\/www.the-future-of-commerce.com\/2020\/01\/29\/customer-experience-analysis-definition\/#Question1"},"name":"What is a customer experience analysis","about":[{"@id":"https:\/\/en.wikipedia.org\/wiki\/Customer_experience"},{"@id":"https:\/\/www.wikidata.org\/wiki\/Q984142"}],"@id":"https:\/\/www.the-future-of-commerce.com\/2020\/01\/29\/customer-experience-analysis-definition\/#FAQPage"},{"@type":"HowTo","name":"How can you do a customer experience analysis?","about":[{"@id":"https:\/\/en.wikipedia.org\/wiki\/Customer_experience"},{"@id":"https:\/\/www.wikidata.org\/wiki\/Q984142"}],"step":[{"@type":"HowToStep","text":"To complete a customer experience analysis and gain the best insights, the right customer data is a must. One important source of data is from customer surveys, which can be created through most CRM tools. A well-formulated and informative survey can help you get to know your customers: You can ask them to fill one out after they have made a purchase; or for periodic and ongoing feedback from loyal customers.","name":"Get customer feedback","@id":"https:\/\/www.the-future-of-commerce.com\/2020\/01\/29\/customer-experience-analysis-definition\/#HowToStep1"},{"@type":"HowToStep","text":"There is valuable data within every touchpoint you connect to your target audience, whether it is your contact center, website chats, Facebook Messenger, or Twitter handle. Make sure you collect information from every channel and that your technology platforms are able to align and combine all of that data so it can be used in analysis.","name":"Gather information from every customer channel","@id":"https:\/\/www.the-future-of-commerce.com\/2020\/01\/29\/customer-experience-analysis-definition\/#HowToStep2"},{"@type":"HowToStep","text":"A website analysis is essential for CX insights, since it may well be the first place your customers come to check out your wares. Data visualization tools such as heat maps can help you determine which areas drive the most traffic, how many viewers scroll through each section, which parts are clicked on the most, and more. You can make sure you optimize every potential call-to-action and guide your customers to quickly and easily find what they\u2019re looking for.","name":"Dig into your website.","@id":"https:\/\/www.the-future-of-commerce.com\/2020\/01\/29\/customer-experience-analysis-definition\/#HowToStep3"}],"@id":"https:\/\/www.the-future-of-commerce.com\/2020\/01\/29\/customer-experience-analysis-definition\/#HowTo"}],"publisher":{"@type":"Organization","logo":{"@type":"ImageObject","url":"https:\/\/www.the-future-of-commerce.com\/wp-content\/themes\/hybris_foc\/assets\/images\/layout\/logo-foc-2x.svg","height":"96","width":"293","@id":"https:\/\/www.the-future-of-commerce.com\/wp-content\/themes\/hybris_foc\/assets\/images\/layout\/logo-foc-2x.svg"},"address":{"@type":"PostalAddress","name":"The Future of Commerce","addressCountry":"https:\/\/www.the-future-of-commerce.com\/#Country","addressLocality":"Newtown Square","addressRegion":"PA","postalCode":"19073","streetAddress":"3999 West Chester Pike","@id":"https:\/\/www.the-future-of-commerce.com\/#PostalAddress"},"url":"https:\/\/www.the-future-of-commerce.com\/","alternateName":"The Future of Commerce and Customer Engagement","additionalType":"news media","name":"The Future of Commerce","description":"News, information, and analysis on the future of commerce, including e-commerce, customer engagement, B2B, B2C, DTC, supply chain, sustainability, and purpose.","sameAs":["https:\/\/www.linkedin.com\/groups\/4844282","https:\/\/podcasts.apple.com\/us\/podcast\/a-call-for-a-better-experience\/id1479742201","https:\/\/twitter.com\/FutureOfCEC","https:\/\/www.the-future-of-commerce.com\/feed\/"],"contactPoint":"https:\/\/www.the-future-of-commerce.com\/#ContactPoint","legalName":"The Future of Commerce","parentOrganization":"https:\/\/www.sap.com\/index.html#Organization","numberOfEmployees":"https:\/\/www.the-future-of-commerce.com\/#QuantitativeValue","@id":"https:\/\/www.the-future-of-commerce.com\/"},"author":{"@type":"Person","image":{"@type":"ImageObject","url":"https:\/\/secure.gravatar.com\/avatar\/222c67dc3671689373819eb315e4f4b6?s=96&d=mm&r=g","height":96,"width":96,"@id":"https:\/\/secure.gravatar.com\/avatar\/222c67dc3671689373819eb315e4f4b6?s=96&d=mm&r=g"},"url":"https:\/\/www.the-future-of-commerce.com\/contributor\/sharon-goldman\/","name":"Sharon Goldman","@id":"https:\/\/www.the-future-of-commerce.com\/contributor\/sharon-goldman\/#Person"},"image":{"@type":"ImageObject","url":"https:\/\/www.the-future-of-commerce.com\/wp-content\/uploads\/2020\/01\/thumbnail-8f586b09df86a363bd163e2064a5dca3-1200x370.jpeg","height":"370","width":"1200","@id":"https:\/\/www.the-future-of-commerce.com\/wp-content\/uploads\/2020\/01\/thumbnail-8f586b09df86a363bd163e2064a5dca3-1200x370.jpeg"},"@id":"https:\/\/www.the-future-of-commerce.com\/2020\/01\/29\/customer-experience-analysis-definition\/#BlogPosting"}],{"@context":"https:\/\/schema.org\/","@type":"BreadcrumbList","itemListElement":[{"@type":"ListItem","position":1,"name":"2020","item":"https:\/\/www.the-future-of-commerce.com\/2020\/#breadcrumbitem"},{"@type":"ListItem","position":2,"name":"01","item":"https:\/\/www.the-future-of-commerce.com\/2020\/\/01\/#breadcrumbitem"},{"@type":"ListItem","position":3,"name":"29","item":"https:\/\/www.the-future-of-commerce.com\/2020\/\/01\/\/29\/#breadcrumbitem"},{"@type":"ListItem","position":4,"name":"What is a customer experience analysis? 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