Case Study

A Customer 360

How Data Visualization Helped Improve Customer Loyalty

Client: A small business
Project: Understand customer trends

When it comes to understanding your customers, nothing is more valuable than a holistic, 360-view. By integrating the information you already know alongside demographics like buying behavior across channels, you can maximize your value delivered.

Did you know:

  • 56% of customers interact across multiple touch points with more than one channel.
  • 30-40% of customer journeys are more predictive than individual events to predict satisfaction

When it comes to understanding your customers, nothing is more valuable than a holistic, 360-view.

But how do you sort through all that data without getting lost in data silos? With Graph visualization you can pool all these findings into a single consolidated view.

From a global view of high-leve trends and patterns, to a local approach with customer-facing data, with visualization you can definitively connect all consumer records and relationships. 

The Result
Improved customer loyalty, satisfaction, and service.

Data visualization helps you know your customer trends

With Arcade, understanding your complex data is simple. Our tools make visualizing and reporting something everyone can – and should – do. Seeing your data clearly will bring you closer to your customers by understanding how they interact with you

The entire case study

BREAKING DOWN A CUSTOMER 360

A Customer 360 is an insightful, data driven look into your businesses driving force – your audience. A 360-view helps integrate the information you already know across a multitude of channels, like demographics and buying behavior, so you can maximize your value delivered.

By using data visualization and graphing, organizations can create a holistic view of their best customers, and even make calculated, informed decisions of future behavior. From financial institutions to government and retail, a customer-360 view is helping promote a more engaging experience

Graph visualization allows you to pool all these findings into a single consolidated view, leading to stronger, data-driven decisions.

From a global view of high-level trends and patterns, to a local approach with customer-facing data, with visualization you can definitively connect all consumer records and relationships.


The Power of Customer 360 Viewpoints

When it comes to these Customer 360-views though, there are two very distinct ways to utilize visualization: LOCALLY AND GLOBALLY

Thinking Local

A local approach is more often used when it comes to understanding customer data at an individual level. This is mainly beneficial for customer-facing staff, as it provides a fast reliable decision about a single customer with relatively fewer data points. With concise, clarity graph visualization helps pinpoint insights and relationships faster and easier.

Going Global

When it comes to making product and organizational decisions based on large amounts of data, the global approach is most effective. Taking high-level overviews and breaking them down visually, a global overview with graph visualization can help create a strong analysis for large amounts of data.

 
The Benefits of Graph Visualization

With Arcade’s high-performing technology, companies, organizations, and more can visualize and consolidate all your customer data. All of it designed to help you:

Identify Key + Loyal Customers
From buying trends to identifying areas for improvement, visualization can help connect the dots of high-loyalty audiences… literally

Improve Customer Service
With graph visualization, you can help improve customer serive by providing your customer-facing staff with a high-level overview of a customer.

Decrease Turnover
Help prevent loss or churn with simple social network visualization. Using the connections of a customer that has recently you can visualize the information around them and create a data-driven strategy to retain your customer.

 

No matter if your organization is 15 people or 1500, graph visualization can help you pursue the ideal Customer 360.

Below we will break down how with a big 3 overview:

Imagine a city with a vast healthcare system. There are graphs that are color-coordinated:

• Blue points are medical facilities •
• Green points are doctors •
• Orange points are patients •

Along with these points, we also have links between each :

Blue links are patient visits or doctor referrals
Links are weighted based on volume of visits and referrals
Red points represent complaints

1

Establishing a global and local view

Using combinations, doctors are grouped together by the facilities they work in. This creates clear and outlined clusters, providing a clear overview of the connections between patient and facility

2

Showcasing the Power of time

Whether it’s the past 30 days or 3 years, with our time bars, we can explore patient behavior based on how the data evolves over time.

3

Filtering Out the Noise

Sometimes it’s easy to think a complaint is our fault, but by filtering out the data e can see that there is 1 patient with an affinity to complaints. Connecting multiple doctors to the same patient, we can filter out the rest to see a connection with this patient and the number of complaints given.

That’s the power of a Customer 360 and graph visualization.