CUSTOMER SATISFACTION 2013. CUSTOMER SATISFACTION CAMPIONE AZIENDE.
Beyond the Customer Satisfaction Survey - 35 ideas for customer insight
16
Content available under Crea/ve Commons Beyond the Customer Satisfaction Survey - Multi-channel retail Presented at the IQPC Retail Customer Experience Management Conference - London 30 th January 2013 Beyond the Customer Satisfaction Survey…. Over 35 ideas to gather more customer experience insight
-
Upload
paul-hopkins -
Category
Business
-
view
2.381 -
download
0
description
Looking to get more information then just the standard customer satisfaction survey, for your big data or customer experience project? In this presentation, I explain where to in a multi channel retail, you can find rich customer insight to deliver you better customer insight.
Transcript of Beyond the Customer Satisfaction Survey - 35 ideas for customer insight
Content available under Crea/ve Commons
Beyond the Customer Satisfaction Survey� - Multi-channel retail Presented at the IQPC Retail Customer Experience Management Conference - London 30th January 2013
Beyond the �
Customer �
Satisfaction
Survey…. Over 35 ideas to gather more �
customer experience insight �
@futurecustomer
Content available under Crea/ve Commons
More & more businesses are asking for customer feedback�
…..coffee shops are a good example�
@futurecustomer
Content available under Crea/ve Commons
As more businesses ask for feedback – will survey fatigue set in? �
We must be more creative how we gain customer insight to improve the customer experience�
@futurecustomer
Content available under Crea/ve Commons Every day businesses are provided
with vital qualitative and quantitative data through customer interactions�
Businesses must use this data to improve their customer experience or big data projects – it’s the elephant in the room!�
@futurecustomer
Content available under Crea/ve Commons
Customer Insight
Stores Contact Centre
Returns
Click & Collect
Catalogue
Social
Digital Marke9ng
Website
Mobile
Research
Which customer touchpoints are there� in multi-channel retail?�
@futurecustomer
Content available under Crea/ve Commons
Customer Insight
Stores Contact Centre
Returns
Click & Collect
Catalogue
Social
Digital Marke9ng
Website
Mobile
Research
What Customer insight can we gain�through this touchpoint?�
• Average Basket Value�• Conversion�• Revenue per Sq
metre / foot �• Store staff feedback �
@futurecustomer
Content available under Crea/ve Commons
Customer Insight
Stores Contact Centre
Returns
Click & Collect
Catalogue
Social
Digital Marke9ng
Website
Mobile
Research
What Customer insight can we gain�through this touchpoint?�
• Net Promoter Score�• Customer demographics�• Brand scoring�• Customer effort �
@futurecustomer
Content available under Crea/ve Commons
Customer Insight
Stores Contact Centre
Returns
Click & Collect
Catalogue
Social
Digital Marke9ng
Website
Mobile
Research
What Customer insight can we gain�through this touchpoint?�
• Mobile traffic�• App usage�• Conversion�• Search data (ie how
customer got your mobile site) �
• Site user recording Luckyorange.com �
@futurecustomer
Content available under Crea/ve Commons
Customer Insight
Stores Contact Centre
Returns
Click & Collect
Catalogue
Social
Digital Marke9ng
Website
Mobile
Research
What Customer insight can we gain�through this touchpoint?�
• Page views�• Which FAQs are viewed�• Conversion�• Time on site�• How customers get to
your site�• Which website
customers go next �• feedback, through tools
such as feedbackify.com and webreep.com�
@futurecustomer
Content available under Crea/ve Commons
Customer Insight
Stores Contact Centre
Returns
Click & Collect
Catalogue
Social
Digital Marke9ng
Website
Mobile
Research
What Customer insight can we gain�through this touchpoint?�
• Email open rates�• Unsubscribe�• Forwarding rates�• Conversion�• Bounce rates (ie are
customers engaged to give you their details�
@futurecustomer
Content available under Crea/ve Commons
Customer Insight
Stores Contact Centre
Returns
Click & Collect
Catalogue
Social
Digital Marke9ng
Website
Mobile
Research
What Customer insight can we gain�through this touchpoint?�
• Customer reviews on Qype / Yelp�
• Product reviews on your own website�
• Sentiment analysis of Facebook and Twitter comments�
• Any other forum for your sector �
@futurecustomer
Content available under Crea/ve Commons
Customer Insight
Stores Contact Centre
Returns
Click & Collect
Catalogue
Social
Digital Marke9ng
Website
Mobile
Research
What Customer insight can we gain�through this touchpoint?�
• Using QR codes to drive customers to feedback survey�
• Revenue per page�• Tracking of brochure /
catalogue on to website (if has function) �
@futurecustomer
Content available under Crea/ve Commons
Customer Insight
Stores Contact Centre
Returns
Click & Collect
Catalogue
Social
Digital Marke9ng
Website
Mobile
Research
What Customer insight can we gain�through this touchpoint?�
• Average Basket Value�• Conversion�• Order ready on arrival �• Non pick up�• Store staff feedback �
@futurecustomer
Content available under Crea/ve Commons
Customer Insight
Stores Contact Centre
Returns
Click & Collect
Catalogue
Social
Digital Marke9ng
Website
Mobile
Research
What Customer insight can we gain�through this touchpoint?�
• Average return value�• Frequency of product
return�• Reason for return /
complaint �• Product inspection�• Store staff feedback �
@futurecustomer
Content available under Crea/ve Commons
Customer Insight
Stores Contact Centre
Returns
Click & Collect
Catalogue
Social
Digital Marke9ng
Website
Mobile
Research
What Customer insight can we gain�through this touchpoint?�
• Reason for contact �• Text / speech analytics�• IVR usage�• Abandon rates�• Conversion�• Contact Centre staff
feedback �
@futurecustomer
Content available under Crea/ve Commons
Any other ideas for other places to gain customer insight to drive a better customer experience?�Leave a comment below.... �
Content available for re-use under Creative Commons�
Blog www.customerfuturology.com��Join me on Linkedin��@futurecustomer on Twitter �
