The Ultimate Customer Experience

The ULTIMATE Customer Experience With a greater focus on customer experience, companies can realize a positive impact on these key online metrics. Referrals Website Traffic Conversion Rates Average Order Value Revenue Consumer Lifetime Value Customer Experience The personal attention given to an in-store consumer promotes confidence and ustomer Loyalty trust that leads to repeat business. A similar online experience will result in returning website traffic and more revenue. Did an online experience influence whether or not you purchased a product or service from a brand? Has an online experience ever changed your opinion about a brand or the products or services it offers? More Likely To 58% Tell their friends 73% Consider purchasing again 89% Switch to a competitor Consumers who stopped doing business with a company after a negative customer experience 97% 65% Consumers who would expand their purchases if they had a superior customer experience Consumers who would recommend a company that delivers a relevant customer experience Move The Offline Customer Experience Online Five steps to create more relevant online customer experiences that satisfy your customers and drive revenue and profit. Offline Experience Online Experience Maintain a persistent website experience across touchpoints that includes consistent branding and messages throughout the visit. Remember, the conversation has already started when a customer: Clicks through from an email Reacts to an affiliate offer Responds to a paid search or display ad Visits Continue the conversation website from Facebook Leverage historical and real-time data to target the website experience to the visitor and deliver maximum relevance. Change the customer experience on your website using: Predefined Targets New vs. returning, traffic sources, geography Customer or Proprietary Segments Demographics, loyalty program participation Real-time, In-session behavior Cart abandonment, Brand affinity Talk to your customers like you know them Use proven merchandising tactics to guide product discovery and remain relevant throughout the website visit. Badging Highlight products on search results, category, and other pages through the website. Search Reorder results and predict customer searches for a richer search experience. Help Customers Find Eliminate "No Results" searches with relevant, in-stock products that keep customers on your website. What They Are Looking For Recommendations Promote best-sellers, new items, similar products, and other offers, 4 Analyze user data, run effective A/B/n and multivariate tests, and then easily promote winners. Shipping Offers and Other Discounts Consumers will react in different ways to special deals. Put an end to one-size-fits-all websites and test all of your ideas to different audience segments. Listen to What Customers' Actions Tell You Brand Affinity Website visitors who regularly purchase a specific brand are more likely to buy that brand again. Test putting specific messages and offers about a popular brand in front of the right visitor. Social Influence Consumers rely more than ever on what their Friends and Followers have to say about products, brands, and their shopping experience with you. Test the locations of ratings and reviews to see how social influence can help (or hurt) conversions. Be remarkable and leave a lasting impression every time someone visits your website. Automatically Apply Coupon Codes Instead of forcing customers to search for coupon codes, apply these special discounts based on the original offer that brought them to you. Exceptional Guarantees Have an easy, no-questions-asked policy or lifetime guarantee. Surprise and Delight Tablet Optimization Create a memorable shopping experience that takes advantages of a tablet's features and functionality. Become a Customer Service Expert You Can Put Similar Products in Front of Them Watch Where Else They Go Learn As Much As Show Them What They Want Get Them Into the Store Offline Use relevant inbound marketing messages to get customers to your website. Use message consistency throughout the website experience. Use tried-and-true merchandising techniques to promote additional products. Online se real-time data and clickstream analysis to Use data to uncover customers' interests. ....... ....