Comments on: Measuring the Customer Experience http://paul.webanalyticsdemystified.com/2008/08/22/measuring-the-customer-experience/ Thu, 20 Nov 2008 08:10:49 +0000 http://wordpress.org/?v=2.3.2 By: BJ Cook http://paul.webanalyticsdemystified.com/2008/08/22/measuring-the-customer-experience/#comment-162 BJ Cook Tue, 02 Sep 2008 17:32:14 +0000 http://paul.webanalyticsdemystified.com/2008/08/22/measuring-the-customer-experience/#comment-162 This is an excellent eye into your daily business operations. It's great to see how someone is monitoring their online reputation, sourcing ideas from customers and making business decisions from real actionable site analytics. In relation to: "We poll our customer service reps. to get an idea of our customer’s thoughts." - This is one great way to get a sense of what people's needs are and it also keeps your reps aware of how to answer common questions. By also noting that you have s suggestion box on every page, shows that you care about your customers as well. I wondered if you've thought about sharing customers' idea with other customers and letting them vote on their favorites? To the notion of surveys: They provide good structured feedback if you set them up correctly in a way to capture the information you need for something specific like usability issues on a specific page or process. Like any survey, the open rate isn't always high so make sure you have a good sample of customers you are sending to. Great post and thanks for giving us a sneak peak inside your business. cheers, BJ This is an excellent eye into your daily business operations. It’s great to see how someone is monitoring their online reputation, sourcing ideas from customers and making business decisions from real actionable site analytics.

In relation to: “We poll our customer service reps. to get an idea of our customer’s thoughts.” - This is one great way to get a sense of what people’s needs are and it also keeps your reps aware of how to answer common questions. By also noting that you have s suggestion box on every page, shows that you care about your customers as well. I wondered if you’ve thought about sharing customers’ idea with other customers and letting them vote on their favorites?

To the notion of surveys: They provide good structured feedback if you set them up correctly in a way to capture the information you need for something specific like usability issues on a specific page or process. Like any survey, the open rate isn’t always high so make sure you have a good sample of customers you are sending to.

Great post and thanks for giving us a sneak peak inside your business.

cheers,
BJ

]]> By: paul http://paul.webanalyticsdemystified.com/2008/08/22/measuring-the-customer-experience/#comment-157 paul Sun, 24 Aug 2008 22:14:29 +0000 http://paul.webanalyticsdemystified.com/2008/08/22/measuring-the-customer-experience/#comment-157 Surveys are OK, but they don't often lead to actionable items. When you look at information in the aggregate, you get a lot of blending. I like to look at specific problems under the theory that if you eliminate all the problems, all you'll be left with is quality. Surveys are OK, but they don’t often lead to actionable items. When you look at information in the aggregate, you get a lot of blending. I like to look at specific problems under the theory that if you eliminate all the problems, all you’ll be left with is quality.

]]> By: Michael Feiner http://paul.webanalyticsdemystified.com/2008/08/22/measuring-the-customer-experience/#comment-156 Michael Feiner Sat, 23 Aug 2008 22:44:21 +0000 http://paul.webanalyticsdemystified.com/2008/08/22/measuring-the-customer-experience/#comment-156 Hi Paul, Excellent list, I cannot think of a lot more one can do apart from talking to each individual customer (which, of course, I'm not proposing). I noticed that you have left out site surveys. Have you found those to be ineffective? Thanks, Michael Hi Paul,

Excellent list, I cannot think of a lot more one can do apart from talking to each individual customer (which, of course, I’m not proposing).

I noticed that you have left out site surveys. Have you found those to be ineffective?

Thanks,
Michael

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