Improve CX For Conversion Lift - How hhgregg Does It
Transcript of Improve CX For Conversion Lift - How hhgregg Does It
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How improving CX led to an 8x liftin conversion for hhgregg
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Why is improving CX so important?
They don’t talk anymore, they text
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Prefer short-form content
Today’s consumers are different
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Why is improving CX so important?
They trust strangers over brands
Customers over sales associates
People who share interests
Consumer trust has to be earned
Today’s consumers are different
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Why is improving CX so important?
Everything now
Beautiful, simple design
Great experiences
What consumers expect has changed
Consumer trust has to be earned
Today’s consumers are different
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Why is improving CX so important?
of companies surveyed plan to compete primarily
on the basis of customer experience by 2016.
Up from 58% in 2014.
Gartner Survey – September 2014
Respondents were asked "Using the scale where 1 is not at all and 7 is completely, can you please rate to what degree your organization competes or will compete on the basis of the customer experience over the following time scales?"
89%
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Founded in 1955 on caring customer service.
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hhgregg knows how to deliver a great customer experience
“We help!”
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The CX challenge for hhgregg
hhgregg wanted to bring the same customer experience they provide in their stores to the online experience,
all while bolstering sales.
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How?
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They chose Needle
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hhgregg is able to source, certify, and manage a team of consumer product experts—advocates.
With Needle…
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These advocates are diverse
YOUNG
MOTIVATED
HIGHLY EDUCATED
EMPLOYED
SOCIAL SAVVY
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They are motivated to share their knowledge
Get the Study
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These advocates are able to deliver a more visual, interactive, and personal shopping experience for hhgregg.
With Needle…
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Now hhgregg can focus on what matters to both their business and customers: caring customer service.
“Very polite and knowledgeable about
appliances. she was
AWESOME!”
“Great knowledge and super friendly. I will
always go to chat vs
calling … Thanks again :-)”
“going to store now to buy”
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“We had a fantastic implementation and launch …We were fully up and running
in little over a month.”
The Needle impact | hhgregg
IMPLEMENTATION
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The Needle impact | hhgregg
79.26% *Incremental rate is calculated by dividing incremental revenue by gross revenue
Incremental rate*
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The Needle impact | hhgregg
+17.6% *Average order value
AOV*
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The Needle impact | hhgregg
“Needle has one of the highest returns of any of our digital marketing spends.”
ROI
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The Needle impact | hhgregg
7.93x Lift in conversion vs. the normal site rate
Conversion
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The Needle impact | hhgregg
“They continue to push into new categories with fantastic results and continue to tweak the program to make sure
they are giving us the best results possible.”
FLEXIBILITY
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The Needle impact | hhgregg
9/10 Average CSAT
Customer satisfaction
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“Keon was amazingly quick and extremely helpful. Because of him I am purchasing
the dryer right now.”
The Needle impact | hhgregg
CUSTOMER QUOTE
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The Needle impact | hhgregg
“Wow! Dianna was so much help and didn’t rush me into making a decision. She was just wonderful …
Thanks to her I will be shopping at hhgregg again.”
CUSTOMER QUOTE
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It’s time to improve your CX.
Learn more about the results Needle can help drive in customer experience and conversion.
Request a demo
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Join the Conversation.
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