Problem Statement
"I want to understand my customers better"
Gateway User Journeys
Customer profiling
Search is the best way to get an overarching view of your customers' preferences, views and experiences.
If you are looking to understand what people are looking for in a particular region, for example so that you could tailor ads, you can use search to ask "what is the most popular amenity in <region>?"
If you want to understand more about preferences during a particular part of the customer journey, you could ask "what question comes up most often during onboarding?"
Understand where the happiest customers are
You can use Kudos to understand where people are most grateful for the service they've received.
Start at Latest News (this is the page you will have landed on)
Use the Category filter to switch off the other alert types and look at only Kudos
Clicking on one of the alerts will take you to the individual's customer card where you can see their recent experience
Click on their email address if you wish to contact them or click on the community name (underneath their name) to navigate to the community
Understand where the unhappy customers are too
You can use a similar approach to the above to get a gauge on this.
Start at Latest News (this is the page you will have landed on)
Use the Category filter to switch off Kudos, Trending and Information so that you are left only with Alerts
Select the alert then navigate to the community and select the Customers Requiring Attention tab
Here you'll see those facing issues and you can click on their email address to open your mail provider and contact them, or click on the community name (underneath their name) to navigate to the community
Suggested searches
"What are applicants most concerned about?"
"What's the most popular amenity in <region>?"
"Where are the happiest customers?"