39 INSIGHTS
SPEND & TRENDS REPORT
“Ultimately, insights is about trying to understand someone else. It’s about empathy. It’s not about analytics, predicting or data science.”
time with experiences and content that is directly related to how customers have responded to surveys. For example, a customer that responds with a low NPS score during a site visit should be immediately, in session, presented with content and outreach to help address their concerns and dissatisfaction. There are already tools, like Conductrics, that enable these personalized digital experiences based directly on real- time customer feedback. Having these solutions helps deliver to the customer the content and experiences that they want and addresses the need for actionability which we see in the reports results. Ultimately, insights is about trying to understand someone else. It’s about empathy. It’s not about analytics, predicting or data science. It’s about caring for the wellbeing of your customer and having a service
mindset. In order to do that effectively, it is necessary to have the tools to both listen and observe so that you can be empathetic and act in such a way to provide proper service and hospitality. It is not easy, but you can build loyalty and relationships in the digital space. It does however require the ability to respectfully ask your customers for feedback and to close the distance between effective insights and actions.
Matt Gershoff CEO, Co-Founder Conductrics
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