54. • 60% of mobile visitors didn’t find what they
were looking for.
• “I find searching your site really frustrating.
All I wanted to do was download a form and I
couldn’t. Please make the site better for
customers!” (Score = 32)
Survey Feedback
Note: Not Actual Data Source: LeaPica.com
55. Note: Not Actual Data
Source: LeaPica.com
60% of Mobile Visitors
didn’t find what they needed !
56. “I find searching your
site really frustrating. All
I wanted to do was
download a form and I
couldn’t. Please make the
site better for
customers!” (Score = 32)Source: LeaPica.com
59. 1. Identify who your customers are
2. Actively Listen to your customers
3. Measure
4. Analyze Employee Engagement
5. Establish customer service standards
6. Gain internal adoption
7. Champion customer insights to action
Steps towards
OMNICHANNEL
SUCCESS
60. Thank you!
Go ahead and share. A
great customer experience
should not be a secret. But
remember…Do it Right!
@DaveLewan
www.ForeSee.com