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HOW TO OPTIMIZE THE CUSTOMER EXPERIENCE
WEBINAR STARTS AT 1:00 EST / 10:00 PST
iPerceptions.com webinar@iperceptions.com #...
iPerceptions.com webinar@iperceptions.com #How2optimizeCX
HOW TO OPTIMIZE | THE CUSTOMER EXPERIENCE
Today’s Agenda
• Revie...
DIGITAL CUSTOMER RESEARCH | THE SOLUTION OF INDUSTRY LEADERS
Automobile Electronics
Government /
Not for Profit Telecom Re...
CUSTOMER EXPERIENCE | THE BASICS
NOT ALL FEEDBACK IS CREATED EQUAL
HOW YOU ENGAGE MATTERS
iPerceptions.com webinar@ipercep...
CUSTOMER SUPPORT STRATEGIC DECISIONS
LINK TO COMMENT CARD PRE / POST WEB SURVEY
HOW YOU ENGAGE MATTERS | ENGAGEMENT SPECTR...
iPerceptions.com webinar@iperceptions.com #How2optimizeCX
PRE / POST WEB SURVEY | STRENGTHS OF ENGAGEMENT
5
 Representati...
Active Random
(Surveys)
PRE / POST WEB SURVEY | RELIABLE BALANCED DISTRIBUTION
iPerceptions.com webinar@iperceptions.com #...
iPerceptions.com webinar@iperceptions.com #How2optimizeCX
LINK TO COMMENT CARD | STRENGTHS OF ENGAGEMENT
iPerceptions.com ...
Active Random
(Surveys)
Passive Persistent
(Comment Cards)
PASSIVE / PERSISTENT | NEGATIVELY SKEWED LOW COLLECTION
iPercep...
Active Random
(Surveys)
Passive Persistent
(Comment Cards)
RECOGNITION | ENGAGE WITH THE RIGHT VISTORS
iPerceptions.com we...
CUSTOMER SUPPORT STRATEGIC DECISIONS
LINK TO COMMENT CARD PRE / POST WEB SURVEY
HOW YOU ENGAGE MATTERS | ENGAGEMENT SPECTR...
RECOGNIZE SATISFACTION | MACHINE LEARNING
SATISFACTION
SATISFACTION
WEBSITE
TRAFFIC
BEHAVIORAL PATTERNS
RECOGNIZE SATISFAC...
HOW YOU ENGAGE MATTERS | DISTRIBUTION BY ENGAGEMENT TYPE
iPerceptions.com webinar@iperceptions.com #How2optimizeCX
Negativ...
HOW YOU ENGAGE MATTERS | RECOGNIZE SATISFACTION
THE RESULTS
Actively recognizing and engaging the right visits encourages ...
HOW YOU ENGAGE MATTERS | RECOGNIZE SATISFACTION
THE RESULTS
Comments are focused on the website experience (How is your vi...
HOW YOU ENGAGE MATTERS | RECOGNIZE SATISFACTION
THE RESULTS
Visibility to the pre / post path of the experience with integ...
EXPERIENCE OPTIMIZATION | INDIVIDUAL FOCUSED REPORTING
Real-time alerts for quick remediation which
includes visitor senti...
EXPERIENCE OPTIMIZATION | AGGREGATE ACTIONABLE REPORTING
• Aggregate scorecard reporting
• URLs involved
• Individual comm...
EXPERIENCE OPTIMIZATION | RECOGNIZE SATISFACTION
RECOGNIZE
VISITORS WHO HAVE AN OPINION ABOUT THE EXPERIENCE
TRIGGER
A SUC...
HOW TO OPTIMIZE CX | 3 THINGS YOU NEED TO KNOW
5 TAKEAWAYS
 Not all feedback is equal | understand the difference
 Engag...
www.iperceptions.com |
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iPerceptions webinar - How to Optimize the Customer Experience

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CMOs are recognizing the customer experience is the new marketing and are turning to Voice of Customer analytics to help them gain insight into their customers. As CMOs prioritize the customer experience it’s important to understand that not all feedback is created equal.

This is the webinar presentation hosted by Duff Anderson, SVP of iPerceptions on Thursday May 13, 2015 on the current voice of customer methodologies and their challenges when it comes to site optimization. During the webinar, Duff introduced a groundbreaking approach to optimize the customer experience that leverages cutting-edge recognition technology to identify and engage with unsatisfied visitors.

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iPerceptions webinar - How to Optimize the Customer Experience

  1. 1. HOW TO OPTIMIZE THE CUSTOMER EXPERIENCE WEBINAR STARTS AT 1:00 EST / 10:00 PST iPerceptions.com webinar@iperceptions.com #How2optimizeCX
  2. 2. iPerceptions.com webinar@iperceptions.com #How2optimizeCX HOW TO OPTIMIZE | THE CUSTOMER EXPERIENCE Today’s Agenda • Review of current methodologies and their challenges when it comes to optimization • How to optimize the customer experience by recognizing satisfaction • How to take action and prioritize next steps with integrated clickstream reporting • How iPerceptions Experience Optimization is the biggest innovation since A/B testing
  3. 3. DIGITAL CUSTOMER RESEARCH | THE SOLUTION OF INDUSTRY LEADERS Automobile Electronics Government / Not for Profit Telecom RetailConsumer Goods Media Hospitality/ Tourism Finance 80+ COUNTRIES COLLECTING 1,200+ ACTIVE BRANDS 100M+ STATED DATA POINTS / YEAR 35+ SUPPORTED LANGUAGES 10B+ VISITOR SESSIONS / YEAR
  4. 4. CUSTOMER EXPERIENCE | THE BASICS NOT ALL FEEDBACK IS CREATED EQUAL HOW YOU ENGAGE MATTERS iPerceptions.com webinar@iperceptions.com #How2optimizeCX
  5. 5. CUSTOMER SUPPORT STRATEGIC DECISIONS LINK TO COMMENT CARD PRE / POST WEB SURVEY HOW YOU ENGAGE MATTERS | ENGAGEMENT SPECTRUM INDIVIDUAL REPRESENTATIVE iPerceptions.com webinar@iperceptions.com #How2optimizeCX LOW COLLECTION HIGH COLLECTION PASSIVE / PERSISTENT ACTIVE / RANDOM
  6. 6. iPerceptions.com webinar@iperceptions.com #How2optimizeCX PRE / POST WEB SURVEY | STRENGTHS OF ENGAGEMENT 5  Representative | Strategic decisions  Focused | KPIs to measure and manage  Statistics | Key drivers of satisfaction ACTIVE / RANDOM
  7. 7. Active Random (Surveys) PRE / POST WEB SURVEY | RELIABLE BALANCED DISTRIBUTION iPerceptions.com webinar@iperceptions.com #How2optimizeCX Negative (0) Positive (10) Website Satisfaction Volume of Responses
  8. 8. iPerceptions.com webinar@iperceptions.com #How2optimizeCX LINK TO COMMENT CARD | STRENGTHS OF ENGAGEMENT iPerceptions.com webinar@iperceptions.com #How2optimizeCX 5  Reputation Management | Outlet for frustrations  CRM compatible | Individual focused information  Customer Support | Less than 25% is about the site PASSIVE PERSISTENT
  9. 9. Active Random (Surveys) Passive Persistent (Comment Cards) PASSIVE / PERSISTENT | NEGATIVELY SKEWED LOW COLLECTION iPerceptions.com webinar@iperceptions.com #How2optimizeCX Negative (0) Positive (10) Website Satisfaction Volume of Responses
  10. 10. Active Random (Surveys) Passive Persistent (Comment Cards) RECOGNITION | ENGAGE WITH THE RIGHT VISTORS iPerceptions.com webinar@iperceptions.com #How2optimizeCX Negative (0) Positive (10) Website Satisfaction Volume of Responses
  11. 11. CUSTOMER SUPPORT STRATEGIC DECISIONS LINK TO COMMENT CARD PRE / POST WEB SURVEY HOW YOU ENGAGE MATTERS | ENGAGEMENT SPECTRUM INDIVIDUAL REPRESENTATIVE iPerceptions.com webinar@iperceptions.com #How2optimizeCX LOW COLLECTION HIGH COLLECTION PASSIVE / PERSISTENT ACTIVE / RANDOM OPTIMIZATION RECOGNITION TRIGGER SURVEY SATISFACTION HIGH RESPONSE RATES
  12. 12. RECOGNIZE SATISFACTION | MACHINE LEARNING SATISFACTION SATISFACTION WEBSITE TRAFFIC BEHAVIORAL PATTERNS RECOGNIZE SATISFACTION TRIGGER SURVEY Machine Learning Self Optimizing Proprietary Dataset Patent Pending Technology BEHAVIORAL PATTERNS
  13. 13. HOW YOU ENGAGE MATTERS | DISTRIBUTION BY ENGAGEMENT TYPE iPerceptions.com webinar@iperceptions.com #How2optimizeCX Negative (0) Positive (10) Volume of Responses Website Satisfaction Active Random (Surveys) Passive Persistent (Comment Cards) Recognition (Experience Optimization)
  14. 14. HOW YOU ENGAGE MATTERS | RECOGNIZE SATISFACTION THE RESULTS Actively recognizing and engaging the right visits encourages high collection iPerceptions.com webinar@iperceptions.com #How2optimizeCX 290 1032 COMMENT CARD EXPERIENCE OPTIMIZATION Preliminary results over a 2 week period on a site running both products Volume of Responses
  15. 15. HOW YOU ENGAGE MATTERS | RECOGNIZE SATISFACTION THE RESULTS Comments are focused on the website experience (How is your visit?) iPerceptions.com webinar@iperceptions.com #How2optimizeCX Example of comments The wrong city was in the billing box, when I clicked on the edit link, I couldn’t edit it. I had to go all the way back to the first step in the cart. I finally figured it out and added something else to my cart, but I had to re- enter all of my information again. Seriously? You need to fix that. It was super frustrating I can’t find the documentation even though it says it’s here. Where? I can’t find it anywhere. I need to know the specs, I keep clicking around. You sent me to a million pages and I still don’t have the information I need.
  16. 16. HOW YOU ENGAGE MATTERS | RECOGNIZE SATISFACTION THE RESULTS Visibility to the pre / post path of the experience with integrated clickstream reporting iPerceptions.com webinar@iperceptions.com #How2optimizeCX
  17. 17. EXPERIENCE OPTIMIZATION | INDIVIDUAL FOCUSED REPORTING Real-time alerts for quick remediation which includes visitor sentiment, referral rating, comment related to the experience and email Technical info to help troubleshoot the issue for quick remediation View of visit sequence, the pages visited before and after, for a comprehensive view of the visitor experience Acme I need to know the specs, I keep clickingaround. You sent me to a million pages and I still don’t have the informationI need. iPerceptions.com webinar@iperceptions.com #How2optimizeCX
  18. 18. EXPERIENCE OPTIMIZATION | AGGREGATE ACTIONABLE REPORTING • Aggregate scorecard reporting • URLs involved • Individual comments • Derived concepts iPerceptions.com webinar@iperceptions.com #How2optimizeCX
  19. 19. EXPERIENCE OPTIMIZATION | RECOGNIZE SATISFACTION RECOGNIZE VISITORS WHO HAVE AN OPINION ABOUT THE EXPERIENCE TRIGGER A SUCCINCT INLINE SURVEY TO THE RIGHT VISITORS OPTIMIZE THE CUSTOMER EXPERIENCE WITH CLICKSTREAM REPORTING iPerceptions.com webinar@iperceptions.com #How2optimizeCX
  20. 20. HOW TO OPTIMIZE CX | 3 THINGS YOU NEED TO KNOW 5 TAKEAWAYS  Not all feedback is equal | understand the difference  Engage the right visitors | recognize satisfaction  Take action | understand the path to experience iPerceptions.com webinar@iperceptions.com #How2optimizeCX SCHEDULE A MEETING
  21. 21. www.iperceptions.com |

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