You have fulfilled your dream of becoming an entrepreneur. After implementing the business idea and giving it a try through testing and prototyping, your product is finally polished and ready. Your target audience is buying and using the product, and everything seems to be running smoothly.
But for how long is it going to stay that way? Is it over? This is it? You may ask yourself, as you’ve achieved your goal without any ideas for the future. This abysmal situation can feel scary, but if you take the right steps, you can avoid it.
There is a team and a person inside of that team, who can help you maintain the success of your business. If sustainable business is what you strive for then the customer experience analyst is going to save you.
Our EWOR team has gathered the most important things you need to know about this very popular and wanted job position. To grow into a CX analyst, it takes 4-7 years of real life experience. Therefore, these people make a very valuable addition to every company and here is why.
What is customer experience?
To understand the importance of the CX analyst, we first have to look at their field of interest. Unlike user experience (UX), customer experience (CX) covers a wider range of responsibilities. The entire validation process is much more complex than with user experience.
This is because CX is managing everything related to the buying journey of customers. This includes online marketing, sales, customer service, and many more.
Once you have validated your product and tested it, it hits the market. People are not only interested in what you have to offer, but are buying and using your product. This goal may leave a satisfactory feeling, but this is where things are just getting started.
In order to keep your business growing and sustainable, you have to maintain the product. Every product that can be used, needs to be durable, meaning it won’t last forever. It can malfunction, break, stop working, etc. If the product is not high quality, fewer people will be interested in it.
This is when the user experience takes over. To keep your customers happy and interested in your product, you have to focus not only on action, but on emotions as well. How do your customers feel about the product? What do they think about it? Why did they buy it? What was their experience with the product? Is the price of the product reasonable?
Customer experience analyst is the person to answer these questions and make a full report for you to understand the buying behaviour of your customers.
What does a customer experience analyst do?
Being one of the most important parts of the business, customer experience is gaining more and more attention. Since every company’s goal is to keep their customers happy, CX became the main differentiator among competitive companies.
The customer experience analyst is one member of the CX team. This person is responsible for creating various surveys for your customers. Those questionnaires are going to let you know how people feel about your product and will allow them to leave feedback.
As a member of your CX team, a CX analyst is going to write and create those feedback collectors. They are skilled in building precise and detailed surveys that will give them insight into valuable data about customers’ experiences with the product.
CX analyst’s responsibilities
Trying to understand one person surely is easier than trying to understand hundreds of them, especially when you have eye-to-eye contact with them. But what happens when you have to get into the mind of masses of people you’ve never seen or talked to?
This job is done by the customer experience analyst. Apart from the aforementioned tasks, this person is also responsible for:
- translating CX surveys and customers’ feedback into business insights understandable for other team members
- analysing data and gathering feedback with the goal of improving customer experience
- monitoring customers’ comments and other types of feedback to improve and develop the product
- working with other members of the CX team and collaborating with other teams, such as marketing management and sales
- researching best practices to writing surveys and collecting the data from feedback
- evaluating customers’ behaviour
A customer experience analyst has to possess strong communication skills. They have to convert their analytics into words and to explain the data they’ve collected. Although this list contains more responsibilities, these are the major ones to be working on.
As we’ve already mentioned, CX analyst people create surveys specifically designed for your product. These questionnaires help them understand how people feel about the product and what they think.
If there is a sudden decrease in your sales, a customer experience analyst lets you know why. They study the data and use their writing and communicative skills to present the issue.
Collection of useful information
It’s not always enough to know how to look for information. It’s important to know what exactly you’re looking for. Analysts have the mindset that leads them to the desired results. They have a lot of useful tools that help them analyse data.
Customer experience analysts are very useful. They’re a valuable part of the team and if they do their job right, they help you more than any other person. Whether you face an increase or decrease in sales, analysts help you understand the reasons behind it.
Knowing what has caused the change in your profit will also let you know the behaviour of your target audience and your customers. Once you understand why they did what they did, you will be able to satisfy their needs.
If the campaign was useful and the product gained recognition, you’ll know the reason behind it. If the product is not receiving a lot of attention, it’s time to change. Customer experience analysts let you know what caused the product to fail, so your other team members can brainstorm new ideas to implement into your product.
Who needs a customer experience team?
In the digital world, data is valuable. But if you don’t know how to collect data and, more importantly, how to read and analyse it, it loses value. Every business relies on the feedback they receive from their customers and clients, in particular, e-commerce businesses.
If you own an e-commerce business or offer a product to people, you assemble your customer experience team. Among those people will be a customer experience analyst.
Not only is this person going to collect and measure the data from customers’ feedback, but they’ll provide you with insights. Their work helps you and your team come up with new, better ideas. You’ll be able to analyse and understand your customers, which will lead to improvement of the product and more satisfied customers.