The document provides an overview of a benchmark study of various UK retail websites conducted by eDigitalResearch. Key findings from the study include:
- Top performing sites like JD Sports, M&S, and John Lewis scored highly across customer touchpoints like product pages, checkout processes, and customer contact.
- Areas that could be improved include email customer response times, with an average of 29% of emails responded to within 12 hours.
- Another mixed area was product detail pages, where top performers like Figleaves, JD Sports, and Asos provided clear pricing, benefits, and product recommendations.
Quick Look - Mobile Banking UX Benchmark Study | UserZoomUserZoom
The document summarizes the findings of a mobile banking benchmark study conducted by UserZoom that evaluated the mobile banking experiences of four banks: Wells Fargo, KeyBank, USAA, and CIBC. 200 participants were recruited to perform common banking tasks on each site and provide feedback. The study found that CIBC had the highest ratings for ease of use, satisfaction, and likelihood to open an account. Wells Fargo had the lowest ratings due to difficulties in navigation and content. Brand perception improved for all banks after using their mobile sites, with the smallest gain for Wells Fargo.
This document summarizes the results of a usability study that tested how well women ages 25-45 were able to complete common purchase-related tasks like finding a dress, necklace details, and return policies on fashion retail websites using tablets. Key findings include: 1) Users struggled most with finding products when search/filtering options were limited; 2) Clear product descriptions and return policies led to better task completion rates; 3) The website with the best overall usability and highest customer satisfaction scores was White House Black Market.
This document summarizes a webinar presented by UserZoom on mobile banking benchmarking research. The webinar covered:
- An overview of UserZoom's platform and mobile research capabilities.
- A competitive benchmark study of four banks' mobile sites which found CIBC had the best experience overall, while Wells Fargo had the lowest ratings.
- Key findings from tasks of researching accounts, finding customer service numbers, and locating branches on each site. CIBC performed best across tasks while Wells Fargo had most issues.
- Overall, CIBC improved participants' brand perception the most while Wells Fargo improved the least after using the mobile sites.
From Online to Mobile - Impact of Consumers' Online Purchase Behaviors on Mob...Minha Hwang
This project aims to identify the behavioral measures such as purchase patterns and search patterns from the exiting online channel to predict consumers' m-commerce adoption. Findings from this study are useful to identify and target consumers who are more likely to adopt m-commerce by using exiting e-commerce transaction/search data.
How to maximize mobile website & app ROICompuware APM
Are you maximizing the return on your mobile investment? With mobile services your customers expect quick anytime transactions that work flawlessly.
Failure to identify and resolve a slow – or worse – malfunctioning mobile service will result in lost customers and irreparable brand damage.
Join featured speakers, Julie Ask, VP and Principal Analyst from independent research firm Forrester Research, Inc., and Compuware CTO APM Solutions Imad Mouline to learn:
- How to quantify the return on investment for your mobile services
- What growing mobile Web adoption and rising customer expectations mean for mobile service owners
- Common challenges that prohibit companies from capitalizing on the mobile opportunity
- Best practices to deliver quality mobile Web and application experiences to all end-users
Expanding TouchPoints to Improve the In-Store Shopping ExperienceG3 Communications
Join Retail TouchPoints and a distinguished panel of industry experts for an advanced look at new research that will give insight into where your peers are prioritizing their investments and how they are planning to use new tools and tactics to “digitize the in-store shopping experience.
Abt SRBI revamped one of the largest Voice of the Customer programs in the US in 2011 to fully incorporate consumer feedback from all channels, including mobile. They partnered with OnePoint Global to develop a mobile solution. Their approach includes: 1) Flexible mobile access to surveys via text, QR codes or URLs. 2) Consistent survey experiences across devices. 3) Accessible reporting of all data sources via online dashboards on web and mobile. This mobile optimization provides easy user experiences while ensuring reliable, accessible data.
Quick Look - Mobile Banking UX Benchmark Study | UserZoomUserZoom
The document summarizes the findings of a mobile banking benchmark study conducted by UserZoom that evaluated the mobile banking experiences of four banks: Wells Fargo, KeyBank, USAA, and CIBC. 200 participants were recruited to perform common banking tasks on each site and provide feedback. The study found that CIBC had the highest ratings for ease of use, satisfaction, and likelihood to open an account. Wells Fargo had the lowest ratings due to difficulties in navigation and content. Brand perception improved for all banks after using their mobile sites, with the smallest gain for Wells Fargo.
This document summarizes the results of a usability study that tested how well women ages 25-45 were able to complete common purchase-related tasks like finding a dress, necklace details, and return policies on fashion retail websites using tablets. Key findings include: 1) Users struggled most with finding products when search/filtering options were limited; 2) Clear product descriptions and return policies led to better task completion rates; 3) The website with the best overall usability and highest customer satisfaction scores was White House Black Market.
This document summarizes a webinar presented by UserZoom on mobile banking benchmarking research. The webinar covered:
- An overview of UserZoom's platform and mobile research capabilities.
- A competitive benchmark study of four banks' mobile sites which found CIBC had the best experience overall, while Wells Fargo had the lowest ratings.
- Key findings from tasks of researching accounts, finding customer service numbers, and locating branches on each site. CIBC performed best across tasks while Wells Fargo had most issues.
- Overall, CIBC improved participants' brand perception the most while Wells Fargo improved the least after using the mobile sites.
From Online to Mobile - Impact of Consumers' Online Purchase Behaviors on Mob...Minha Hwang
This project aims to identify the behavioral measures such as purchase patterns and search patterns from the exiting online channel to predict consumers' m-commerce adoption. Findings from this study are useful to identify and target consumers who are more likely to adopt m-commerce by using exiting e-commerce transaction/search data.
How to maximize mobile website & app ROICompuware APM
Are you maximizing the return on your mobile investment? With mobile services your customers expect quick anytime transactions that work flawlessly.
Failure to identify and resolve a slow – or worse – malfunctioning mobile service will result in lost customers and irreparable brand damage.
Join featured speakers, Julie Ask, VP and Principal Analyst from independent research firm Forrester Research, Inc., and Compuware CTO APM Solutions Imad Mouline to learn:
- How to quantify the return on investment for your mobile services
- What growing mobile Web adoption and rising customer expectations mean for mobile service owners
- Common challenges that prohibit companies from capitalizing on the mobile opportunity
- Best practices to deliver quality mobile Web and application experiences to all end-users
Expanding TouchPoints to Improve the In-Store Shopping ExperienceG3 Communications
Join Retail TouchPoints and a distinguished panel of industry experts for an advanced look at new research that will give insight into where your peers are prioritizing their investments and how they are planning to use new tools and tactics to “digitize the in-store shopping experience.
Abt SRBI revamped one of the largest Voice of the Customer programs in the US in 2011 to fully incorporate consumer feedback from all channels, including mobile. They partnered with OnePoint Global to develop a mobile solution. Their approach includes: 1) Flexible mobile access to surveys via text, QR codes or URLs. 2) Consistent survey experiences across devices. 3) Accessible reporting of all data sources via online dashboards on web and mobile. This mobile optimization provides easy user experiences while ensuring reliable, accessible data.
Why the Way You Collect the Voice of the Customer MattersJose Briones
Voice of the Customer may be one of the most misunderstood concepts in the product management process. Unfortunately any survey or conversation with a customer these days is labeled as “Voice of the Customer” and just viewed as a “check box” item.
We will relate different Voice of the Customer approaches with project portfolio classifications for product development
Companies can benefit from providing self-service in many ways: increased customer satisfaction, reduced costs and better sales conversion rates. The question therefore is not whether to implement self-service but how to implement it effectively. Reviewing what other companies are doing is a first step in the right direction, but it is particularly important to keep in mind that one size does not indeed fit all.
Self-service involves far more than logging into a portal or using an app; self-service encompasses a complex architecture of various channels, multi-channel links and functions. Achieving excellence means mastering the interdependencies and optimizing the architecture and processes in the right place, at the right time and in the right way.
The document discusses key findings from a voice of the customer study:
1. 91% of customers feel it's important for brands to offer feedback channels, though only 50% feel brands are more receptive to feedback today than 3 years ago.
2. While 69% of customers provided feedback to a brand in the past year, they want acknowledgment, evidence the brand took action, or rewards in return for their feedback.
3. One-third of customers have switched brands due to a frustrating feedback experience, so customers care about the feedback experience and want it to be easy and engaging.
Responsive Design Tested: What a recent experiment reveals about the potentia...MarketingExperiments
To most web designers and forward-looking experts in the field, responsive mobile design is not an optional feature. Mobile users have to be able to view your website on their devices without having to scroll everywhere to read it.
But is responsive design really worth the investment? Has anyone actually pitted a responsive design against a regular desktop design?
These were the questions in the minds of the marketers at a large media company faced with the mobile dilemma.
To answer these questions, the marketers designed a test.
Full Presentation - Copthorne Hotel Slough 07/10/2014mfraser1976
The presentation discusses the importance of first contact resolution for businesses. It notes that 86% of customers will quit doing business with a company due to a bad customer experience. It also states that 60% of repeat calls are due to issues with business processes or agent training. The presentation provides tips on how companies can improve their first contact resolution rates, such as educating agents, monitoring calls, and setting incentives. It also shares a case study of how logistics company Wolseley UK improved customer satisfaction and retention through focusing on first contact resolution.
OM Software is a web development company established in 2004 that specializes in e-business optimization solutions. It offers a range of web-based application services including strategic consulting, design, development, and content management. With over 100 employees globally, OM Software has operations in Central and North India as well as the UK, USA, Europe, Canada, and other parts of the Indian subcontinent. The company provides solutions such as custom web portals, mobile applications, and enterprise content management to help clients optimize their online presence and business processes.
The document discusses how lead scoring helps drive conversions by prioritizing sales leads most likely to turn into customers. It provides examples of how to set up a basic lead scoring system taking into account factors like a lead's online behavior, demographic profile, and activities. Implementing lead scoring can improve campaign effectiveness and close rates by allowing companies to better target messaging to prospects at different stages in the buying cycle.
1. Metrics Marketing Group conducted a study measuring the efficiency of opening a checking account online at 13 major financial institutions.
2. Using software to model expert user behavior, they found the average time was 6 minutes 49 seconds, with a range of 4 minutes 37 seconds to over 10 minutes.
3. Long completion times, multiple questions, and usability issues can negatively impact conversion rates and the customer experience on financial institution websites.
Top 10 Ways To Improve Digital ExperiencesGoodbuzz Inc.
To find improvement opportunities that will have the biggest impact on the customer experience and business metrics, companies need to start their digital improvement projects by analyzing web and app analytics, operational data, and multiple forms of customer research.
The document provides best practices for improving digital customer experiences. It recommends analyzing web, mobile, and operational data to find opportunities for improvement. It also suggests conducting expert reviews of digital touchpoints to identify usability issues. Additionally, the document stresses the importance of incorporating customer feedback to understand customers' needs and preferences when making design decisions. The goal is to deliver digital experiences that are useful, easy to use, and enjoyable for customers.
Sentimental Analysis and Opinion Mining on Online Customer ReviewIRJET Journal
The document discusses sentiment analysis and opinion mining of online customer reviews. It aims to develop a system to analyze sentiments expressed in customer reviews. Sentiment analysis involves determining the emotional tone of text and can be used to classify reviews by polarity (positive, negative, neutral). The document also discusses using natural language processing and machine learning techniques like Naive Bayes and SVM for sentiment classification of reviews and extracting product features that reviewers commented on. The goal is to help customers make informed purchase decisions by analyzing large volumes of online reviews and determining overall sentiment towards different products and their attributes.
How to Prevent User Experience From Killing Your BrandAnswerLab
The user experience (UX) of your digital properties impacts your brand. Do you know how? And by how much? Would you know what to do to improve it?
This presentation will:
• Explain the data collection and analytical methodology that drives UX measurement
• Explore use cases for UX measurement
• Show the kinds of reports and recommendations that can drive UX decision-making
Mob4Hire What is mobile app and website usability?Stephen King
In this deck, we discuss why mobile app and mobile usability is SO important, how it relates to customer loyalty ... and ultimately, how it relates to the 3 primary drivers of revenue growth. We speak a bit on Mob4Hire's approach to mobile usability using it's crowd of 53,000 mobile experts in 154 countries with our MobExperience research service, and we also review a technique called "Townhalls" which can be used in face to face focus groups.
IBM Cognos Social Media Analytic Solution - G A InfoMartGA InfoMart Ltd
IBM Cognos Social Media Analytic Solution helps you to analyse the voice of your customer on any user generated content like blog, forum, Facebook Page...etc, so you could easy identify:
1. Who the key influencer - some review/blog writer got 3000 page view in a day, can you leverage him?
2. What's the evolving topic - what's mostly mentioned topic while the user discussing your product/services?
3. what's the best time and best channel to release news?
Check more details in the slide and you will know how to unveil the hidden gems!
MVT Across Multiple Brands: One approach to successful testing, WebtrendsInternet World
This document discusses multivariate testing (MVT) across multiple brands. It provides an overview of why companies should optimize websites through testing, including to improve customer experience, increase conversion and revenue, and deepen visitor engagement. The document then discusses where to start with optimization, identifying opportunities through analytics and testing to improve performance. Several case studies are presented of MVT performed across the Phones4U and Dialaphone brands, showing testing of things like search results, upgrades, and multi-device experiences that led to increased conversion lifts. Key lessons are provided, such as only testing what is willing to be implemented, occasional re-testing, and that simple tests can provide big results.
Digital Prerequisites for Social Media StrategiesRandi Priluck
Digital marketing involves various online and digital channels including websites, search engine marketing, email marketing, social media, mobile marketing, and traditional media. Key prerequisites for effective digital marketing include a strong product/service offering, customer service capabilities, a clear brand positioning, customer knowledge, and a website that drives desired actions. Search engine marketing encompasses both organic search and paid search advertising. Organic search results outperform paid search on desktop, but paid search may perform better on mobile. Email marketing can be an effective lead generation and customer relationship management tool if best practices around opt-in lists and permission-based marketing are followed. Mobile marketing requires optimization of local listings, mobile websites, and voice search capabilities. Web analytics and tools like Google
This document provides information about a session on clickstream analysis and web analytics. The session aims to provide students with an understanding of clickstream data collection, analysis, and interpretation to optimize digital experiences. Key topics covered include clickstream analysis, multiple outcome analysis, experimentation and testing, competitive intelligence, and incorporating customer feedback. The session learning outcomes are for students to apply clickstream data to improve digital experiences and use competitive intelligence to inform decision-making.
Fast Is The New Big: Turbocharged E-Commerce on SalesforceApttus
This document summarizes a presentation on B2B e-commerce. It includes:
- Presenters from Forrester Research and Apttus discussing the state of B2B e-commerce and how companies can transition to online sales.
- Statistics on the growing market for B2B e-commerce and buyers' increasing expectations to make purchases online.
- Details of how companies like Neopost USA implemented an e-commerce solution from Apttus to create a unified customer experience across channels.
- A discussion panel where the presenters address topics like implementation, using communities, critical success factors, and getting started with B2B online sales.
SMBs are feeling pretty optimistic: 35% of them expect to grow by double digits this year, and 10% expect to grow by more than 100%. That translates into plans to invest in telecommunications services — whether to improve internet access speed or upgrade a phone system. SMBs understand what being connected — to customers, prospects, vendors, peers, remote workers, influencers, and others — means to their business.
To find out how you can boost sales to SMBs, we recently surveyed 500 U.S. SMB principals.
This Power Point was created during my 2014 Internship at Essilor of America. This Power point entails my recommendation and implementation plan to redesign one of their division websites.
The document proposes various research studies for Labaiik in 2021 to help achieve its business objectives. It outlines qualitative and quantitative studies including focus group discussions to understand user experiences and attitudes, usability testing to identify UX issues, and a brand tracking study using monthly online surveys to monitor key performance indicators. The results will provide insights into customer satisfaction, perceptions of Labaiik versus competitors, and feedback for improvements. Data will be analyzed using Qualtrics survey tools and dashboards to help optimize the app and user experience. Suggestions are also made for new app features.
Why the Way You Collect the Voice of the Customer MattersJose Briones
Voice of the Customer may be one of the most misunderstood concepts in the product management process. Unfortunately any survey or conversation with a customer these days is labeled as “Voice of the Customer” and just viewed as a “check box” item.
We will relate different Voice of the Customer approaches with project portfolio classifications for product development
Companies can benefit from providing self-service in many ways: increased customer satisfaction, reduced costs and better sales conversion rates. The question therefore is not whether to implement self-service but how to implement it effectively. Reviewing what other companies are doing is a first step in the right direction, but it is particularly important to keep in mind that one size does not indeed fit all.
Self-service involves far more than logging into a portal or using an app; self-service encompasses a complex architecture of various channels, multi-channel links and functions. Achieving excellence means mastering the interdependencies and optimizing the architecture and processes in the right place, at the right time and in the right way.
The document discusses key findings from a voice of the customer study:
1. 91% of customers feel it's important for brands to offer feedback channels, though only 50% feel brands are more receptive to feedback today than 3 years ago.
2. While 69% of customers provided feedback to a brand in the past year, they want acknowledgment, evidence the brand took action, or rewards in return for their feedback.
3. One-third of customers have switched brands due to a frustrating feedback experience, so customers care about the feedback experience and want it to be easy and engaging.
Responsive Design Tested: What a recent experiment reveals about the potentia...MarketingExperiments
To most web designers and forward-looking experts in the field, responsive mobile design is not an optional feature. Mobile users have to be able to view your website on their devices without having to scroll everywhere to read it.
But is responsive design really worth the investment? Has anyone actually pitted a responsive design against a regular desktop design?
These were the questions in the minds of the marketers at a large media company faced with the mobile dilemma.
To answer these questions, the marketers designed a test.
Full Presentation - Copthorne Hotel Slough 07/10/2014mfraser1976
The presentation discusses the importance of first contact resolution for businesses. It notes that 86% of customers will quit doing business with a company due to a bad customer experience. It also states that 60% of repeat calls are due to issues with business processes or agent training. The presentation provides tips on how companies can improve their first contact resolution rates, such as educating agents, monitoring calls, and setting incentives. It also shares a case study of how logistics company Wolseley UK improved customer satisfaction and retention through focusing on first contact resolution.
OM Software is a web development company established in 2004 that specializes in e-business optimization solutions. It offers a range of web-based application services including strategic consulting, design, development, and content management. With over 100 employees globally, OM Software has operations in Central and North India as well as the UK, USA, Europe, Canada, and other parts of the Indian subcontinent. The company provides solutions such as custom web portals, mobile applications, and enterprise content management to help clients optimize their online presence and business processes.
The document discusses how lead scoring helps drive conversions by prioritizing sales leads most likely to turn into customers. It provides examples of how to set up a basic lead scoring system taking into account factors like a lead's online behavior, demographic profile, and activities. Implementing lead scoring can improve campaign effectiveness and close rates by allowing companies to better target messaging to prospects at different stages in the buying cycle.
1. Metrics Marketing Group conducted a study measuring the efficiency of opening a checking account online at 13 major financial institutions.
2. Using software to model expert user behavior, they found the average time was 6 minutes 49 seconds, with a range of 4 minutes 37 seconds to over 10 minutes.
3. Long completion times, multiple questions, and usability issues can negatively impact conversion rates and the customer experience on financial institution websites.
Top 10 Ways To Improve Digital ExperiencesGoodbuzz Inc.
To find improvement opportunities that will have the biggest impact on the customer experience and business metrics, companies need to start their digital improvement projects by analyzing web and app analytics, operational data, and multiple forms of customer research.
The document provides best practices for improving digital customer experiences. It recommends analyzing web, mobile, and operational data to find opportunities for improvement. It also suggests conducting expert reviews of digital touchpoints to identify usability issues. Additionally, the document stresses the importance of incorporating customer feedback to understand customers' needs and preferences when making design decisions. The goal is to deliver digital experiences that are useful, easy to use, and enjoyable for customers.
Sentimental Analysis and Opinion Mining on Online Customer ReviewIRJET Journal
The document discusses sentiment analysis and opinion mining of online customer reviews. It aims to develop a system to analyze sentiments expressed in customer reviews. Sentiment analysis involves determining the emotional tone of text and can be used to classify reviews by polarity (positive, negative, neutral). The document also discusses using natural language processing and machine learning techniques like Naive Bayes and SVM for sentiment classification of reviews and extracting product features that reviewers commented on. The goal is to help customers make informed purchase decisions by analyzing large volumes of online reviews and determining overall sentiment towards different products and their attributes.
How to Prevent User Experience From Killing Your BrandAnswerLab
The user experience (UX) of your digital properties impacts your brand. Do you know how? And by how much? Would you know what to do to improve it?
This presentation will:
• Explain the data collection and analytical methodology that drives UX measurement
• Explore use cases for UX measurement
• Show the kinds of reports and recommendations that can drive UX decision-making
Mob4Hire What is mobile app and website usability?Stephen King
In this deck, we discuss why mobile app and mobile usability is SO important, how it relates to customer loyalty ... and ultimately, how it relates to the 3 primary drivers of revenue growth. We speak a bit on Mob4Hire's approach to mobile usability using it's crowd of 53,000 mobile experts in 154 countries with our MobExperience research service, and we also review a technique called "Townhalls" which can be used in face to face focus groups.
IBM Cognos Social Media Analytic Solution - G A InfoMartGA InfoMart Ltd
IBM Cognos Social Media Analytic Solution helps you to analyse the voice of your customer on any user generated content like blog, forum, Facebook Page...etc, so you could easy identify:
1. Who the key influencer - some review/blog writer got 3000 page view in a day, can you leverage him?
2. What's the evolving topic - what's mostly mentioned topic while the user discussing your product/services?
3. what's the best time and best channel to release news?
Check more details in the slide and you will know how to unveil the hidden gems!
MVT Across Multiple Brands: One approach to successful testing, WebtrendsInternet World
This document discusses multivariate testing (MVT) across multiple brands. It provides an overview of why companies should optimize websites through testing, including to improve customer experience, increase conversion and revenue, and deepen visitor engagement. The document then discusses where to start with optimization, identifying opportunities through analytics and testing to improve performance. Several case studies are presented of MVT performed across the Phones4U and Dialaphone brands, showing testing of things like search results, upgrades, and multi-device experiences that led to increased conversion lifts. Key lessons are provided, such as only testing what is willing to be implemented, occasional re-testing, and that simple tests can provide big results.
Digital Prerequisites for Social Media StrategiesRandi Priluck
Digital marketing involves various online and digital channels including websites, search engine marketing, email marketing, social media, mobile marketing, and traditional media. Key prerequisites for effective digital marketing include a strong product/service offering, customer service capabilities, a clear brand positioning, customer knowledge, and a website that drives desired actions. Search engine marketing encompasses both organic search and paid search advertising. Organic search results outperform paid search on desktop, but paid search may perform better on mobile. Email marketing can be an effective lead generation and customer relationship management tool if best practices around opt-in lists and permission-based marketing are followed. Mobile marketing requires optimization of local listings, mobile websites, and voice search capabilities. Web analytics and tools like Google
This document provides information about a session on clickstream analysis and web analytics. The session aims to provide students with an understanding of clickstream data collection, analysis, and interpretation to optimize digital experiences. Key topics covered include clickstream analysis, multiple outcome analysis, experimentation and testing, competitive intelligence, and incorporating customer feedback. The session learning outcomes are for students to apply clickstream data to improve digital experiences and use competitive intelligence to inform decision-making.
Fast Is The New Big: Turbocharged E-Commerce on SalesforceApttus
This document summarizes a presentation on B2B e-commerce. It includes:
- Presenters from Forrester Research and Apttus discussing the state of B2B e-commerce and how companies can transition to online sales.
- Statistics on the growing market for B2B e-commerce and buyers' increasing expectations to make purchases online.
- Details of how companies like Neopost USA implemented an e-commerce solution from Apttus to create a unified customer experience across channels.
- A discussion panel where the presenters address topics like implementation, using communities, critical success factors, and getting started with B2B online sales.
SMBs are feeling pretty optimistic: 35% of them expect to grow by double digits this year, and 10% expect to grow by more than 100%. That translates into plans to invest in telecommunications services — whether to improve internet access speed or upgrade a phone system. SMBs understand what being connected — to customers, prospects, vendors, peers, remote workers, influencers, and others — means to their business.
To find out how you can boost sales to SMBs, we recently surveyed 500 U.S. SMB principals.
This Power Point was created during my 2014 Internship at Essilor of America. This Power point entails my recommendation and implementation plan to redesign one of their division websites.
The document proposes various research studies for Labaiik in 2021 to help achieve its business objectives. It outlines qualitative and quantitative studies including focus group discussions to understand user experiences and attitudes, usability testing to identify UX issues, and a brand tracking study using monthly online surveys to monitor key performance indicators. The results will provide insights into customer satisfaction, perceptions of Labaiik versus competitors, and feedback for improvements. Data will be analyzed using Qualtrics survey tools and dashboards to help optimize the app and user experience. Suggestions are also made for new app features.
Test Everything: TrustRadius Delivers Customer Value with ExperimentationOptimizely
When done right, experimentation can help you validate the product you’re building and create winning customer experiences. And it doesn’t take a big engineering team to make this happen.
TrustRadius, the most trusted review site for business technology, uses experimentation to build an online community through website and server-side experimentation. The small but mighty TrustRadius team runs experiments throughout the buyer’s journey to engage different user personas and understand outcomes in real-time.
Watch the webinar recording featuring Rilo Stark, product manager at TrustRadius, and Jack Peden, senior software engineer, to understand their data-driven experimentation strategy and how TrustRadius uses Optimizely Web and Full Stack products to tailor experiences to different customer segments and mitigate risk through A/B/N and painted door tests.
The next generation in customer engagement - Coginov Semantics search -Emmanuel Perdikis
interactive semantics search to understand your customers question and grow your understanding of what your customer is asking for and what you may be failing to deliver on your communications, offerings or website.
UserZoom Webinar: How to Conduct Web Customer Experience BenchmarkingUserZoom
You can't manage what you can't measure, so... How do you actually measure user experience?
In this webinar we covered what, why, and how to conduct website user experience & usability benchmarking. We discussed how to effectively measure the quality of a website's user experience across various competitors, within one industry, across time, using an online quantitative research methodology commonly referred to as "unmoderated remote usability testing."
Conversion conference london nov 2011 - multi channel testing - craig sullivanCraig Sullivan
Cross channel testing tips including how to optimise your call tracking, call centres, contact methods, contact flows. Also how to deflect, manage or remove cost from contact handling.
This set of slides also covers our optimisation process, results and shows some case studies.
If you're a serious marketer, cross channel is going to be vital for you in 2012.
The document discusses how digital disruption is transforming industries and business models. It notes that many organizations have become "digital dinosaurs" unable to adapt, and that over 40% of jobs could be replaced by digital technology in the next two decades. It provides examples of industries like retail, taxis, and media that have been disrupted. The key themes are that we are in an era of digital disruption and digital Darwinism, where organizations must adapt or risk failure. Strategies discussed include transforming customer engagement, internal processes, and business models to drive digital change.
The document outlines a workshop on preparing for the digital revolution. It discusses how digital Darwinism will lead to the failure of companies and organizations that do not adapt to disruptive technologies. 70% of the global workforce will be "digital natives" by 2025 who expect constant connectivity. Traditional industries like education and media are at risk of becoming "digital dinosaurs" if they do not reinvent themselves for the digital age. The document argues that companies must focus on social media, mobile, big data, and the customer experience to survive. Social business and digital leadership will be required to drive necessary digital transformations.
Our presentation to be delivered at the Scottish Business Exhibition/Export Week Scotland on the 14th and 15th of November. Please see our blog for booking details - www.energise2-0.com The presentation asks whether we need a new approach to Export Support Policy in an increasingly 'connected world' and presents 10 key action points for effective use of digital and social media to support SME internationalisation.
This document provides best practice guidelines for social customer service responses. It outlines areas like being human, proactively promoting the social channel, planning ahead, setting a positive tone, prioritizing responses, setting boundaries, knowing when to take discussions offline, closing the feedback loop, and having special guidelines for crisis periods. Worksheets are suggested for developing an agreed upon social customer service response policy based on accepted best practices.
The document outlines plans for developing a digital marketing and social media strategy for Kube. It discusses conducting a social media landscape analysis and setting up a social media listening system. It proposes 8 key initiatives, including evaluating Kube's website and developing proprietary social media channels like a blog, Twitter, LinkedIn, and YouTube. Performance will be measured using key performance indicators and targets aligned with Kube's business objectives.
Strathclyde MBA: Social Media/Social Business Class Abu Dhabi and Malaysia, M...Hamill Associates Ltd
Slide Set 2 for my forthcoming Strathclyde MBA: Social Media/Social Business Class in Abu Dhabi and Malaysia, May 2013. The main focus is on the emerging topic of Social Business and should be studied together with Slide Set 1 on Social Media.
Strathclyde MBA: Social Media/Social Business Class Abu Dhabi and Malaysia, M...Hamill Associates Ltd
Slide Set 1 for my forthcoming Strathclyde MBA: Social Media/Social Business Class in Abu Dhabi and Malaysia, May 2013. The main focus of the slides is Social Media and Social Media/Social Business Strategy Development. The slides should be studied together with Slide Set 2 entitled 'From Social Media to Social Business'
Our Keynote presentation at the launch of Glasgow City Council's 'Digital Glasgow Strategy' 18th March, 2013. In the presentation we call for the launch of a Gen C Digital Leadership Programme - a programme that would create high quality career opportunities for our young people; while at the same time improving the international competitiveness of Scottish companies through the strategic use of digital technology.
The document discusses how digital technology is driving a revolution that requires businesses to adapt or face becoming obsolete. It notes that while many organizations have begun responding, most have further to go. The key is embracing social principles internally and externally. Those that view digital as more than just online channels and instead see it as a major shift in how business is conducted will be best positioned to survive and thrive in this new environment.
The document discusses the shift from social media to social business. A social business is one that uses social strategies, culture, organization and technologies internally and externally. Organizations that adopt social business approaches will survive and prosper while those that don't may become like outdated businesses. The document provides examples of how social business benefits organizations through improved collaboration, knowledge sharing and engagement.
The document discusses a presentation on sports marketing and social media. It provides an agenda for the presentation which includes a morning lecture and discussion and afternoon group work. The group work involves evaluating a sports marketing organization's use of social media and making recommendations. The presentation then covers opportunities and threats from social media, examples of social media in use, key things to remember about social media, and developing a social media strategy.
This document outlines an agenda for a workshop on entrepreneurship opportunities in Malta's tourism and hospitality industries. The morning session will discuss what entrepreneurship is, characteristics of entrepreneurs, success factors for startups, and group ideation of business ideas. The afternoon will focus on feedback and discussion of ideas, and introducing a balanced scorecard approach to planning startups. The goal is to help attendees develop a roadmap for turning their business ideas into realities by addressing factors like customers, initiatives, resources, and people. Two motivational videos will conclude the workshop on a positive note.
The document outlines an agenda for a workshop on opportunities and challenges for Malta/Gozo in becoming a social destination. It discusses the impact of social media revolution on tourism and hospitality. It defines what constitutes a social destination and emphasizes the need for organizations to adopt a social mindset. Key questions are identified to help destinations develop social strategies and action plans.
Digital Glasgow Day 1 Session 1 Information on the Move: ScotRailHamill Associates Ltd
This document summarizes ScotRail's digital strategy and initiatives. It notes that ScotRail operates over 2300 daily services across 346 stations in Scotland, carrying over 81 million passengers annually. It discusses ScotRail's digital channels including their website, which receives over 10.5 million visits, their mobile app with over 114,000 downloads, and social media presence with over 21,000 Twitter followers. The document outlines how ScotRail uses digital tools to communicate service disruptions from weather events and keep customers informed in real-time. It also discusses future plans to improve their online booking engine and rollout smartcards.