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 webinar@iperceptions.com #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 Electronics
Government /
Not for Profit Telecom RetailConsumer
Goods
Media
Hospitality/
Tourism
Finance
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 of
Responses

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

Active Random
(Surveys)
Passive Persistent
(Comment Cards)
PASSIVE / PERSISTENT | NEGATIVELY SKEWED LOW COLLECTION
Volume of
Responses

Active Random
(Surveys)
Passive Persistent
(Comment Cards)
RECOGNITION | ENGAGE WITH THE RIGHT VISTORS
Volume of
Responses

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
WEBSITE
TRAFFIC
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 of
Responses
Active Random
(Surveys)
Passive Persistent
(Comment Cards)
Recognition
(Experience
Optimization)

HOW YOU ENGAGE MATTERS | RECOGNIZE SATISFACTION
THE RESULTS
Actively recognizing and engaging the right visits encourages high collection
290
1032
COMMENT CARD EXPERIENCE OPTIMIZATION
Preliminary results over a 2 week period on a site running both products
Volume of
Responses

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 clickingaround. You sent me to a million
pages and I still don’t have the informationI need.

EXPERIENCE OPTIMIZATION | AGGREGATE ACTIONABLE REPORTING
• Aggregate scorecard reporting
• URLs involved
• Individual comments
• Derived concepts

EXPERIENCE OPTIMIZATION | RECOGNIZE SATISFACTION
RECOGNIZE
VISITORS WHO HAVE AN OPINION ABOUT THE EXPERIENCE
TRIGGER
A SUCCINCT INLINE SURVEY TO THE RIGHT VISITORS
OPTIMIZE
THE 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

iPerceptions webinar - How to Optimize the Customer Experience

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