customer dis-satisfaction
Post on 09-Dec-2014
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Exactly what does cause customer dissatisfaction …on a website?
Problem: The Guessing Game
Why don’t new visitors stay? Why do my customers not come back? Why do people choose my competitors over me?
???????
Problem: The Guessing Game
Data Overload – “what does it mean?”
Trial and error – A/B Testing – Guessing what customers want
Crunching numbers to identify trends – Trends don’t tell you how to fix it! – There is no “Why is this happening” information
The Solution: Ask Customers Directly
Traditional Analytics Tools = What is happening
Webreep = Why it’s happening Google Analytics + Webreep = Superior Insight
The Solution
Dissatisfied/unsatisfied customers won’t tell you. They just defect to your competitors. BUT, if you ask them, they will tell you what’s
wrong
The Importance of Satisfaction
Satisfied customers tell others! – Word of mouth is key online
Satisfied customers come back! – Loyalty is critical for business success
Predicting Satisfaction: The Webreep Model
7 years of academic research to find exactly what causes website Satisfaction Out-of-the box
questions – No training required – we already worked it out
(© Coker, 2007)
Automated Regression Algorithms No number crunching or specialized knowledge required
Website Feedback Form
100% Customizable
Natural Language Processing Algorithm
Flexibility: Custom Questions
Flexibility: Multiple Feedback Forms
Specify different questions for each page
Thank you!
Twitter: twitter.com/webreep uTube: youtube.com/user/Webreep Blog: webreep.com/blog
www.webreep.com
@webreep info@webreep.com
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