iperceptions webinar - how to optimize the customer experience

HOW TO OPTIMIZE THE CUSTOMER EXPERIENCE

WEBINAR STARTS AT 1:00 EST / 10:00 PST

iPerceptions.com [email protected] #How2optimizeCX


HOW TO OPTIMIZE | THE CUSTOMER EXPERIENCE

Today’s Agenda

• Review of current methodologies and their challenges when it comes to optimization

• How to optimize the customer experience by recognizing satisfaction

• How to take action and prioritize next steps with integrated clickstream reporting

• How iPerceptions Experience Optimization is the biggest innovation since A/B testing

DIGITAL CUSTOMER RESEARCH | THE SOLUTION OF INDUSTRY LEADERS

Automobile ElectronicsGovernment / Not

for Profit

Telecom RetailConsumer Goods MediaHospitality/

TourismFinance

80+COUNTRIES COLLECTING

1,200+ACTIVE BRANDS

100M+ STATED DATA POINTS / YEAR

35+SUPPORTED LANGUAGES

10B+VISITOR SESSIONS / YEAR

CUSTOMER EXPERIENCE | THE BASICS

NOT ALL FEEDBACK IS CREATED EQUAL

HOW YOU ENGAGE MATTERS


CUSTOMER SUPPORT STRATEGIC DECISIONS

LINK TO COMMENT CARD PRE / POST WEB SURVEY

HOW YOU ENGAGE MATTERS | ENGAGEMENT SPECTRUM

INDIVIDUAL REPRESENTATIVE


LOW COLLECTION HIGH COLLECTION

PASSIVE / PERSISTENT ACTIVE / RANDOM


PRE / POST WEB SURVEY | STRENGTHS OF ENGAGEMENT

5 Representative | Strategic decisions

Focused | KPIs to measure and manage

Statistics | Key drivers of satisfaction

ACTIVE / RANDOM

Active Random (Surveys)

PRE / POST WEB SURVEY | RELIABLE BALANCED DISTRIBUTION


Negative (0) Positive (10)

Website Satisfaction

Volume ofResponses


LINK TO COMMENT CARD | STRENGTHS OF ENGAGEMENT


5 Reputation Management | Outlet for frustrations

CRM compatible | Individual focused information

Customer Support | Less than 25% is about the site

PASSIVE PERSISTENT


Passive Persistent (Comment Cards)

PASSIVE / PERSISTENT | NEGATIVELY SKEWED LOW COLLECTION




Volume ofResponses



RECOGNITION | ENGAGE WITH THE RIGHT VISTORS




Volume ofResponses

CUSTOMER SUPPORT STRATEGIC DECISIONS

LINK TO COMMENT CARD PRE / POST WEB SURVEY

HOW YOU ENGAGE MATTERS | ENGAGEMENT SPECTRUM

INDIVIDUAL REPRESENTATIVE


LOW COLLECTION HIGH COLLECTION

PASSIVE / PERSISTENT ACTIVE / RANDOM

OPTIMIZATION

RECOGNITION

TRIGGER SURVEY

SATISFACTION

HIGH RESPONSE RATES

RECOGNIZE SATISFACTION | MACHINE LEARNING

SATISFACTION

SATISFACTION

WEBSITETRAFFIC

BEHAVIORAL PATTERNS

RECOGNIZE SATISFACTION

TRIGGER SURVEY

Machine Learning

Self Optimizing

Proprietary Dataset

Patent Pending Technology

BEHAVIORAL PATTERNS

HOW YOU ENGAGE MATTERS | DISTRIBUTION BY ENGAGEMENT TYPE



Volume ofResponses




Recognition (Expe-rience Optimization)

HOW YOU ENGAGE MATTERS | RECOGNIZE SATISFACTION

THE RESULTS

Actively recognizing and engaging the right visits encourages high collection


Series1

290

1032

COMMENT CARD EXPERIENCE OPTIMIZATION

Preliminary results over a 2 week period on a site running both products

Volume ofResponses


THE RESULTS

Comments are focused on the website experience (How is your visit?)


Example of comments

The wrong city was in the billing box, when I clicked on the edit link, I couldn’t edit it. I had to go all the way back to the first step in the cart. I finally figured it out and added something else to my cart, but I had to re-enter all of my information again. Seriously? You need to fix that. It was super frustrating

I can’t find the documentation even though it says it’s here. Where? I can’t find it anywhere.

I need to know the specs, I keep clicking around. You sent me to a million pages and I still don’t have the information I need.


THE RESULTS

Visibility to the pre / post path of the experience with integrated clickstream reporting


EXPERIENCE OPTIMIZATION | INDIVIDUAL FOCUSED REPORTING

Real-time alerts for quick remediation which includes visitor sentiment, referral rating, comment related to the experience and email

Technical info to help troubleshoot the issue for quick remediation

View of visit sequence, the pages visited before and after, for a comprehensive view of the visitor experience

Acme

I need to know the specs, I keep clicking around. You sent me to a million pages and I still don’t have the information I need.


EXPERIENCE OPTIMIZATION | AGGREGATE ACTIONABLE REPORTING

• Aggregate scorecard reporting

• URLs involved

• Individual comments

• Derived concepts


EXPERIENCE OPTIMIZATION | RECOGNIZE SATISFACTION

RECOGNIZEVISITORS WHO HAVE AN OPINION ABOUT THE EXPERIENCE

TRIGGER A SUCCINCT INLINE SURVEY TO THE RIGHT VISITORS

OPTIMIZETHE CUSTOMER EXPERIENCE WITH CLICKSTREAM REPORTING


HOW TO OPTIMIZE CX | 3 THINGS YOU NEED TO KNOW

5 TAKEAWAYS

Not all feedback is equal | understand the difference

Engage the right visitors | recognize satisfaction

Take action | understand the path to experience


SCHEDULE A MEETING

www.iperceptions.com |

iperceptions webinar - how to optimize the customer experience

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