WHAT IS DIGITAL EMPATHY?
THE NEW COMPETITIVE EDGE
Research shows: empathy is the biggest driver of loyalty. With most interactions happening digitally, it has become harder to understand the emotions created by your operations. Your customers still expect you to understand how they feel.
Digital Empathy enables you to meet customers where they are by turning the Golden Rule on its head. Instead of: “Treat customers the way you want to be treated yourself”; it applies: “Treat customers the way they want to be treated themselves.” That philosophy is a significant shift and very important for doing business.
IT STARTS WITH PREDICTIVE BEHAVIORAL ANALYTICS
RIGHT PERSON | RIGHT MESSAGE | RIGHT TIME
Predictive Behavioral Analytics is an innovative new way of combining data science with behavioral science to understand and predict human behavior. It does this by identifying what people really care about and why - what matters enough to them that it influences the actions that they take. These insights are then used to build a library of events that are known to subtly influence customer behavior. By combining this with an understanding of a person's current mindset, it's possible for you to predict what decision they will probably take next - when one of those events occurs, and to act accordingly. The big difference with predictive behavioral analytics is its ability to do this at scale, at speed, and frequently.
Ideal for B2C or B2B organizations where a higher Customer Life Time Value (CLTV) is a strategic necessity. With it, you can:
Our mission is to give you the ability to offer every customer a tailored experience, one that meets their individual wants and needs.
NEXT YOU SEGMENT WITH EMPAGRAPHICS
If you are like most people and companies, you probably apply a segmentation approach that uses one or at best two dimensions. While demographics and psychographics allow you to define the big segments people generically fall into, Empagraphic Segmentation allows you to identify where they are at specifically.
Legacy segmentation methods approximately fit a group of customers but rarely fit and specific customer - the Jaggedness Principle.
While lots of solutions offer segmentation based on transactions or customer journeys, Anthrolytics adds the important third dimension: allowing you to predict the likely emotional state of your customer and the likely behavior this is likely to drive.
With this new dataset you are now able to deliver the right message, to the right person, at the right time developing loyalty in your customers and business results for you.
MAKING YOUR MARKETING AND CUSTOMER EXPERIENCE PROGRAMS MORE EMPATHETIC
Empathy is a key ability for being human and the most important one to gaining trust. Digital Empathy helps you to become empathetic at scale.
Delivered authentically, you can achieve your marketing efforts more successfully by addressing the right person at the right time with the right message. You are better able to meet your customers at eye level providing them with what they want, need and feel good about.
Your Customer Experience Management efforts get improved by achieving more specific insights faster, helping you engaging your whole organization delivering customer success at the right time and evoking the right experience.
WHAT ARE THE RESULTS
Hard Facts not “Tree-Hugging”
For leaders and strategists, Anthrolytics turns your Customer Experience (CX) vision into a practical, disciplined business strategy, with directly quantifiable results on the top and bottom line, as well as the ability to balance the cost and rewards of competing strategies.
For those with operational responsibility, Digital Empathy can be embedded within operational systems, providing automated decision-making on the basis of the optimal next best action to take at the individual customer level. Furthermore, it allows your organization to be proactive - anticipating customer behavior (rather than just responding to it).
For customers, the result is a customer experience that feels more 'human' and in touch with their needs - one for which they will pay more, be more loyal to, and recommend.
Whilst human behavior is too complex and messy to ever model perfectly, this new approach gives your organization a new and pragmatic tool for thinking about your relationship with all your customers and for making better decisions.
These are all factors that contribute to a fast Return-On-Investment. And btw.: This also can increase your brand value; gaining you a competitive edge that is very, very hard to copy.