Digital Customer Analytics in PD
8 important questions on Digital Customer Analytics in PD
Contribution of MSD article (Patricio, 2011)
- Designing complex service systems
- designing dor customer experience
- devleopment of interdisciplinary service design methods
Types of data performance management system in DM
Elements of online service quality
- Tangibles (ease of use, price)
- Reliability (bugs, availability)
- Respnsiveness (e-mail, speed)
- Assurance & empathy (privacy, personalise)
- Higher grades + faster learning
- Never study anything twice
- 100% sure, 100% understanding
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I always thought I studied well. My grades were fine. I could never have imagined that applying these study skills would have such a huge and direct impact on my grades, my speed and the pleasure I have in learning.
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Students that study with Study Smart get better grades. The system applies all the learning methods in such a way that both well-performing students and students who struggle perform much better.
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The largest effect is that my child is more enthusiastic about school! Every parent wants their children to be happy at school, Study Smart made it happen.
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Thanks to StudySmart, I passed all my exams, and with better grades than before! On top of that, I have mastered a very good study method now, which I am confident will help me earn my degree.
Aspects of high quality information
Potential reasons for Attrition
- wrong audience
- clumsy naviagation
- price uncompetitive
- high shipping costs
- failed delivery
Planned & actual customer journeys
- Firms want to fix customer journeys
- differentiation in customer joruney >> extra steps in reality
- Several deviations and timing errors
Online user experience (hierarchical strucutre)
- Pleasure
- Usability
- Functionality
Key concept in improving online customer experience
- Accessibility >>> To accommodate site usage using different browsers and settings so that it can be used by different groups of users/customers.
- Persuasion >>> Maximising returns from web investments through measurement and optimisation using techniques including web analytics.
The question on the page originate from the summary of the following study material:
- A unique study and practice tool
- Never study anything twice again
- Get the grades you hope for
- 100% sure, 100% understanding
