Businesses rely on strategies and policies when determining how to solve a problem. If the scope of a strategy encompasses customer relations and brand perception, most corporations will want customer-centric operations. However, finding accurate insights requires appropriate analytical models. This post will discuss how customer analytics assist in strategy development.  

What is Customer Analytics? 

Customer analytics consists of gathering and analysing customer feedback. It helps optimise your business model, pricing, and delivery strategies. Therefore, company management often uses customer analytics services to streamline marketing, price determination, and post-sales support operations. 

Additionally, customer research assists companies in identifying what products customers will like to buy for a premium. Later, you can process the customer data to improve your offering through analytics. For example, you can discover a new product feature by processing customer feedback. 

If businesses implement and use customer analytics, they become more competitive, expand their market share, and attract a greater consumer base. Moreover, their strategic resilience increases since data-driven methods yield better results than intuition-based approaches. 

How to Use Analytics in Customer-Centric Strategy Development? 

1| Deciding Customer Personas 

Customers interact with brands and their offerings to fulfil their needs. However, some clients will use your services for a specific duration. Others will stay with your brand longer. Therefore, the customer lifetime value (CLTV) will keep changing. 

A customer persona allows you to sort the customers according to their interests, product expectations, purchasing behaviour, and CLTV. You can also estimate which customer personas or profiles are more likely to develop brand loyalty. 

Leveraging customer analytics consulting, you can create a strategy to assign the most suitable customer persona to existing and future clients. The analysts will assist you in finding consumers who might be preparing to switch to your competitors. Later, you can customise unique offers to encourage the consumers to keep using your offerings before they end their relationship with you. 

2| Addressing Customer Complaints 

Someone will dislike your applications’ graphical user interfaces, while others will encounter technical issues. If a brand fails to help customers who face problems using its products and services, its consumer base will go to its competitors. And they will discourage their loved ones from purchasing from the brand. 

Analytics empowers companies to categorise consumer grievances according to sentiments and error types. Advanced customer analytics can also handle multi-lingual reviews thanks to natural language processing (NLP). So, businesses can quickly assign the most suitable helpdesk representative to troubleshoot clients’ problems. 

Besides, tracking the common usage and servicing issues lets you develop new entries in consumer education sections. You can enrich the self-service components allowing customers to fix the simple problems they encounter without requiring dedicated support personnel. 

3| Creating Pleasant Customer Journeys 

A customer journey map includes all the touchpoints, from the ads to sales representatives, influencing what perception a consumer might associate with a company. Consider the following queries to understand why customer-centric strategy development needs modern analytics. 

  1. Out of all the touchpoints or interaction events, which one is likely to make consumers frustrated? Is it the slow checkout process, delivery delays, or rude agent? 
  1. How would individuals’ incomes or locations affect their willingness to seek professional servicing and extended warranties? 
  1. Can a customer find the required information from your website or the electronic user guides without wasting time? 

Example of Customer-Centric Experience Strategy 

Once the customer analysts find problematic touchpoints, the management can modify or replace them. Furthermore, you want to balance the need to increase user engagement per session and user-friendliness. 

Too many interaction events for performing a standard action can alienate customers. After all, minimalist user interfaces are excellent, but they must refrain from making consumers dig through a hundred menus and submenus to register their product codes over the air. 


Customer analytics is crucial to customer-centric strategy development. It will find data on consumer motivations and grievances. Business owners can redefine their operations using the resulting insights to enhance customer experiences. Today, all global and regional organisations require trustworthy and knowledgeable analysts to help them manage customer relations and product research.