SlideShare is now on Android. 15 million presentations at your fingertips.  Get the app

×
  • Share
  • Email
  • Embed
  • Like
  • Save
  • Private Content
 

Proven ways to create engaging online customer experiences

by on Mar 22, 2012

  • 690 views

Across industries, organizations and audiences, the quality of the customer ...

Across industries, organizations and audiences, the quality of the customer
experiences drives the quality and profitability of the relationship you have
with your customers

This presentation explores the importance of customer experience, how and
where it occurs, and steps you can take to improve it.

Customer experience is the competitive battleground of today’s economy
Poor customer experience is a leading driver of customer churn
87% of all customers will never go back to an organization after a negative experience
Source: Mcorp Consulting
The cost of getting a customer is exceedingly high
Acquiring a new customer can cost up to 5 times more than retaining a current customer
Add a 2% increase in customer retention can have the same effect on profits as cutting cost by 10%
Source: Mcorp Consulting
Customer experience may be the most important way to grow a business today
83% of senior brand executives state “Customer experience is among the most critical determinants of brand strength and business growth”
Source: Mcorp Consulting
91% US firms said customer experience would be very important or critical to their 2011 efforts
Signification jump over the previous years results
Customer experience is equally important across large and small firms
Source: Forrester


42% are planning to apply user-generated content (UGC) to their websites in the next 12 months; 23% are using it already.

35% are planning to use corporate blogs in the next 12 months; 17% are using them already.

33% are planning to use pod casting in the next 12 months; 18% using it already.

35% are planning to use video casting in the next 12 month; 17% using it already.

Look and feel
Does it reassure you or repel you?
Do the images, colours and typography encourage the user to bond with your site?
Workflow/Information Architecture
How easily can you achieve the required task?
Is the information arranged in a way that makes sense to the end user?
Interactivity
Does the system react appropriately?
Does your site make use of technology to deliver the right information at the right moment?
How did you feel about your experience?
Happy, frustrated, angry???

Increase conversions
Successful redesigns can increase conversions by up to 100% or more
Increase adoption
Empirical research shows that perceived ease of use and usefulness are primary drivers of technology adoption.
Enhance customer satisfaction
Good user experience will increase customer satisfaction, drive repeat and referral business
Key differentiator
Apple elevated the user experience to a high art and look what it did for them

Build a quality permission based email list
Be upfront about how secure your subscriber information is
Use current customer database
Who have provided permission to send messages
Prospective customers
Sign ups on your website
Tradeshows and seminars
From reception desk
etc.
Ensure to comply to the CAN SPAM law

Statistics

Views

Total Views
690
Views on SlideShare
690
Embed Views
0

Actions

Likes
0
Downloads
0
Comments
0

0 Embeds 0

No embeds

Accessibility

Categories

Upload Details

Uploaded via SlideShare as Adobe PDF

Usage Rights

© All Rights Reserved

Report content

Flagged as inappropriate Flag as inappropriate
Flag as inappropriate

Select your reason for flagging this presentation as inappropriate.

Cancel
Post Comment
Edit your comment

Proven ways to create engaging online customer experiences Proven ways to create engaging online customer experiences Presentation Transcript