Customer Dis-satisfaction

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What causes customer dis-satisfaction on a website? In this SlideShow we explain the Webreep Customer Feedback Tool, based on Dr Brent Coker's Webreep Model of Website Customer Satisfaction.

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Customer Dis-satisfaction

  1. 1. Exactly what does causecustomer dissatisfaction…on a website?
  2. 2. Problem: The Guessing GameWhy don’t new visitors stay?Why do my customers not come back?Why do people choose my competitors over me? ???????
  3. 3. Problem: The Guessing GameData Overload – “what does it mean?”Trial and error – A/B Testing – Guessing what customers wantCrunching numbers to identify trends – Trends don’t tell you how to fix it! – There is no “Why is this happening” information
  4. 4. The Solution: Ask Customers DirectlyTraditional Analytics Tools = What is happeningWebreep = Why it’s happeningGoogle Analytics + Webreep = Superior Insight
  5. 5. The SolutionDissatisfied/unsatisfied customers won’t tell you. They just defect to your competitors.BUT, if you ask them, they will tell you what’s wrong
  6. 6. The Importance of SatisfactionSatisfied customers tell others! – Word of mouth is key onlineSatisfied customers come back! – Loyalty is critical for business success
  7. 7. Predicting Satisfaction: The Webreep Model 7 years of academic research to find exactly what causes website Satisfaction Out-of-the box questions – No training required – we already (© Coker, 2007) worked it out
  8. 8. Automated Regression Algorithms No number crunching or specialized knowledge required
  9. 9. Website Feedback Form
  10. 10. 100% Customizable
  11. 11. Natural Language Processing Algorithm
  12. 12. Flexibility: Custom Questions
  13. 13. Flexibility: Multiple Feedback FormsSpecify different questions for each page
  14. 14. Thank you!www.webreep.comTwitter: twitter.com/webreep @webreepuTube: youtube.com/user/Webreep info@webreep.comBlog: webreep.com/blog

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