The Q-Flow database is a wonderful source of information for managers; information about customer experience, staff performance, process throughput, quality of service, efficiency of operations, and resource utilization. The key to converting this data mine into knowledge that’s meaningful and actionable is analytics.
So, you're an omni-channel retailer: you are running a network of digital and physical channels. Your customers can begin their journey just about anywhere on the network, and finish it – hopefully with a sale, or a satisfactory service interaction – also just about anywhere.
In the virtual world of online channels, tracking customers is easy. Everything is electronic, everything is part of the IT ecosystem, and everything can be recorded and analyzed. But what about the physical customer journey? More specifically, how could businesses track online-to-store conversions, such as when customers shop and browse information online, then continue their purchase in-store?
Customer Journey Intelligence is the term we like to use to describe the methods and tools available for analyzing customer flow and customer experience. As Q-nomy's solutions generate plenty of information pertaining to the customer journey (to the store, and in it) there is much to analyze. Scheduled for release by the end of 2015, Q-nomy’s Q-Flow Insight is a new Customer Journey Intelligence tool that is powerful, flexible and easy to use.