Just because you offer great customer service doesn’t mean you offer a good customer experience! Here’s the difference, and why you need to be good at both.Read More
When your business creates advocates, you get a very special kind of customer. This customer will be your biggest fan, they will remain loyal to your brand, they’ll engage with you online regularly, they’ll be the first to try all your new products, and they will recommend you at every opportunity.Read More
Feedback surveys really are an essential part of running a successful customer focused business. If you haven’t done one before then it’s definitely worth considering as the benefits can be huge, and they cost hardly anything to run.
If you’ve impressed or offended a customer at any point, then you’ll probably already know about it. Those types of reactions will typically provoke spontaneous feedback in the way of a 1 or 5 star review, or a direct comment to you. This can be very useful, but there is a group of customers that don’t tell you about their experience. Those customers are your 2, 3 or 4 star reviewers that have not been moved to report back to you on their experiences.Read More
What’s a paywall?
If you’re not familiar with the term, you will very likely be familiar with the concept. A paywall is used to restrict free access to your store or content. These days, they are most often used by newspapers or content providers who want you to pay or sign up for their stuff. But some stores use them too, and not always to good effect.Read More
The average amount of time a user will remain within a website is 59 seconds, after this their patience will start to waver. So, the big question is, can your customer make it to the checkout or complete a goal in less than a minute?
A minute isn’t very long when you consider that it includes finding how you can help them, why they should buy from you, can they trust you, and also finding answers to important questions about your delivery areas, prices and options, for example.Read More
Think about all the times you were annoyed by a business over the last few weeks, was it because you received bad service, or was it because your expectations weren’t met? I’ll bet that at least half the time, it was more about your expectations.
I am hugely passionate about customer experience! Ask me to talk about it and I’ll go on for hours because I love it so much! Things go wrong all the time in business, but when it comes down to something as simple as meeting expectations I get really annoyed. This is the one area we have the most control over, but last week my expectations were dashed repeatedly.Read More
What it is and why do I need to know it?
Simply put, the “customer journey” describes the journey your customers go on when they buy from your business. Starting at the point of discovering who you are, it includes the process of discovering your product, the route to purchase, and eventually, completing a goal – probably a sale, quote request, or a sign up form.Read More
The way you present your business gives your visitors lots of clues about your business, what you do, how you do it, and your business’ values.
Everything counts towards the first impression; the words you use, your colour scheme, the layout, your logo, signage, your fonts, and the photographs you choose. Even the quality of the photos used says something about your business.Read More