Beyond the Customer Satisfaction Survey - 35 ideas for customer insight
•
12 j'aime•3,524 vues
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.
Recommandé
Recommandé
Contenu connexe
Tendances
Tendances (20)
En vedette
En vedette (11)
Similaire à Beyond the Customer Satisfaction Survey - 35 ideas for customer insight
Similaire à Beyond the Customer Satisfaction Survey - 35 ideas for customer insight (20)
Dernier
Dernier (20)
Beyond the Customer Satisfaction Survey - 35 ideas for customer insight
- 1. Beyo nd the Cus tomer faction Satisfaction Survey Beyond is Customer Sat the ey…. - Multi-channel retail Surv e her mor Presented at the IQPC Retail Customer Experience Management Conference - London 30th January 2013 eas to gat t Over 35 id perience insigh r ex custome Content available under Crea/ve Commons
- 2. Content available under Crea/ve Commons More & more businesses are asking for customer feedback …..coffee shops are a good example @futurecustomer
- 3. 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
- 4. Every day businesses are provided Content available under Crea/ve Commons 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 @futurecustomer the elephant in the room!
- 5. Content available under Crea/ve Commons Which customer touchpoints are there in multi-channel retail? Stores Contact Centre Research Returns Mobile Customer Insight Click & Collect Website Digital Catalogue Marke9ng Social @futurecustomer
- 6. Content available under Crea/ve Commons What Customer insight can we gain through this touchpoint? Stores Contact Centre Research Returns Mobile Customer Insight Click & Collect Website • Average Basket Value Digital • Conversion Catalogue Marke9ng • Revenue per Sq Social metre / foot • Store staff feedback @futurecustomer
- 7. Content available under Crea/ve Commons What Customer insight can we gain through this touchpoint? Stores Contact Centre Research Returns Mobile Customer Insight Click & Collect Website Digital Catalogue Marke9ng • Net Promoter Score Social • Customer demographics • Brand scoring • Customer effort @futurecustomer
- 8. Content available under Crea/ve Commons What Customer insight can we gain through this touchpoint? Stores Contact Centre Research Returns Mobile Customer Insight • Mobile traffic Click & Collect Website • App usage • Conversion • Search data (ie how Catalogue Digital Marke9ng customer got your Social mobile site) • Site user recording Luckyorange.com @futurecustomer
- 9. Content available under Crea/ve Commons What Customer insight can we gain through this touchpoint? Stores Contact Centre Research • Page views Returns Mobile • Which FAQs are viewed Customer • Conversion Insight • Time on site Click & • How customers get to Website Collect your site • Which website Digital customers go next Catalogue Marke9ng • feedback, through tools Social such as feedbackify.com and webreep.com @futurecustomer
- 10. Content available under Crea/ve Commons What Customer insight can we gain through this touchpoint? Stores Contact Centre Research Returns Mobile Customer Insight Click & Collect Website • Email open rates • Unsubscribe • Forwarding rates Catalogue Digital Marke9ng • Conversion Social • Bounce rates (ie are customers engaged to give you their details @futurecustomer
- 11. Content available under Crea/ve Commons What Customer insight can we gain through this touchpoint? Stores Contact Centre Research Returns Mobile Customer Insight • Customer reviews on Click & Qype / Yelp Collect Website • Product reviews on your own website • Sentiment analysis of Digital Catalogue Marke9ng Facebook and Twitter Social comments • Any other forum for your sector @futurecustomer
- 12. Content available under Crea/ve Commons What Customer insight can we gain through this touchpoint? Stores Contact Centre Research Returns Mobile Customer Insight Click & Collect Website • Using QR codes to drive customers to feedback survey Digital Catalogue Marke9ng • Revenue per page Social • Tracking of brochure / catalogue on to website (if has function) @futurecustomer
- 13. Content available under Crea/ve Commons What Customer insight can we gain through this touchpoint? Stores Contact Centre Research Returns Mobile Customer Insight Click & Collect Website • Average Basket Value Catalogue Digital Marke9ng • Conversion Social • Order ready on arrival • Non pick up • Store staff feedback @futurecustomer
- 14. Content available under Crea/ve Commons What Customer insight can we gain through this touchpoint? Stores Contact Centre Research Returns Mobile Customer Insight Click & Collect Website • Average return value • Frequency of product return Catalogue Digital Marke9ng • Reason for return / Social complaint • Product inspection • Store staff feedback @futurecustomer
- 15. Content available under Crea/ve Commons What Customer insight can we gain through this touchpoint? Stores Contact Centre Research Returns Mobile Customer Insight Click & Collect Website • Reason for contact • Text / speech analytics • IVR usage Digital Catalogue Marke9ng • Abandon rates Social • Conversion • Contact Centre staff feedback @futurecustomer
- 16. 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.... Blog www.customerfuturology.com Join me on Linkedin @futurecustomer on Twitter Content available for re-use under Creative Commons @futurecustomer
Notes de l'éditeur
- Everyday our customers are providing us both quantitative and qualitative insight with out us really having to work for it. We need to look beyond the customer touch-point and look at the data it is providing us.
- We should not be talking about multi-channel, we should be looking at multi-touchpoint, when you look at this diagram you see that these are not channels they are touch-points and we must deliver a consistent customer experience across of these touchpoints. All of these touchpoints provide you with great insight which is often overlooked when looking to deliver improvements along the customer journey.
- We should not be talking about multi-channel, we should be looking at multi-touchpoint, when you look at this diagram you see that these are not channels they are touch-points and we must deliver a consistent customer experience across of these touchpoints. All of these touchpoints provide you with great insight which is often overlooked when looking to deliver improvements along the customer journey.
- We should not be talking about multi-channel, we should be looking at multi-touchpoint, when you look at this diagram you see that these are not channels they are touch-points and we must deliver a consistent customer experience across of these touchpoints. All of these touchpoints provide you with great insight which is often overlooked when looking to deliver improvements along the customer journey.
- We should not be talking about multi-channel, we should be looking at multi-touchpoint, when you look at this diagram you see that these are not channels they are touch-points and we must deliver a consistent customer experience across of these touchpoints. All of these touchpoints provide you with great insight which is often overlooked when looking to deliver improvements along the customer journey.
- We should not be talking about multi-channel, we should be looking at multi-touchpoint, when you look at this diagram you see that these are not channels they are touch-points and we must deliver a consistent customer experience across of these touchpoints. All of these touchpoints provide you with great insight which is often overlooked when looking to deliver improvements along the customer journey.
- We should not be talking about multi-channel, we should be looking at multi-touchpoint, when you look at this diagram you see that these are not channels they are touch-points and we must deliver a consistent customer experience across of these touchpoints. All of these touchpoints provide you with great insight which is often overlooked when looking to deliver improvements along the customer journey.
- We should not be talking about multi-channel, we should be looking at multi-touchpoint, when you look at this diagram you see that these are not channels they are touch-points and we must deliver a consistent customer experience across of these touchpoints. All of these touchpoints provide you with great insight which is often overlooked when looking to deliver improvements along the customer journey.
- We should not be talking about multi-channel, we should be looking at multi-touchpoint, when you look at this diagram you see that these are not channels they are touch-points and we must deliver a consistent customer experience across of these touchpoints. All of these touchpoints provide you with great insight which is often overlooked when looking to deliver improvements along the customer journey.
- We should not be talking about multi-channel, we should be looking at multi-touchpoint, when you look at this diagram you see that these are not channels they are touch-points and we must deliver a consistent customer experience across of these touchpoints. All of these touchpoints provide you with great insight which is often overlooked when looking to deliver improvements along the customer journey.
- We should not be talking about multi-channel, we should be looking at multi-touchpoint, when you look at this diagram you see that these are not channels they are touch-points and we must deliver a consistent customer experience across of these touchpoints. All of these touchpoints provide you with great insight which is often overlooked when looking to deliver improvements along the customer journey.
- We should not be talking about multi-channel, we should be looking at multi-touchpoint, when you look at this diagram you see that these are not channels they are touch-points and we must deliver a consistent customer experience across of these touchpoints. All of these touchpoints provide you with great insight which is often overlooked when looking to deliver improvements along the customer journey.
- We should not be talking about multi-channel, we should be looking at multi-touchpoint, when you look at this diagram you see that these are not channels they are touch-points and we must deliver a consistent customer experience across of these touchpoints. All of these touchpoints provide you with great insight which is often overlooked when looking to deliver improvements along the customer journey.