Commercial success depends on a strong customer experience and high customer engagement throughout the customer journey. Businesses that use voice of the customer to improve Customer Experience are seeing increases of over 20% in their customer loyalty and conversion rates.
Our new eBook, Voice of the Customer: The 7 Secrets to Great Customer Experience shows you how to translate your customer feedback into great customer experiences, and business results. With each secret we’ve included case studies from leading eRetailers, and a helpful tip from our Customer Success Team.
Please enjoy this brief preview:
Secret 1: Add context to your analytics and increase conversion.
By integrating insights from Google Analytics with Kampyle’s feedback solution, a British eRetailer increased their conversion rate by 26%.
Within a few days the eRetailer discovered why many shoppers were leaving their site and at what touchpoints. They learned that users were looking for additional decision making content and were getting stuck on specific technical bugs. By matching Google Analytics information with customer feedback the eRetailer discovered why many shoppers were leaving their site and at what touchpoints. They learned that users were looking for additional decision-making content and were getting stuck on specific technical bugs. The team was able to quickly identify and resolve their conversion roadblocks: new decision-making content was uploaded within days and bugs were resolved in half the usual time. These quick- wins increased their conversion rate with minimal investment.
These seven secrets represent seven years of experience, working with thousands of businesses to understand millions of customer interactions. With this insightful eBook in hand, you will be ready to start collecting customer feedback, understanding voice of the customer and improving your conversion rates.