voice of customer
January 2010
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Where the purchase process is breaking down
posted by in
Sun 10th
How do you find out what visitors hope to accomplish on your site? Ask them. Simple online surveys, using as little as four quick questions, are the best way to find out the real intent of your customers. No amount of behavioral analysis, click tracking, or user-generated content monitoring is going to deliver the same level of insight as pure voice of customer feedback.
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How to pick a great website survey tool
posted by in
Thu 7th
No matter how big your company is, real voice of customer data can be an immensely powerful source of business intelligence for your marketing team. If you’re looking to take the plunge into voice of customer research, running a website survey is usually the first place to start. To help you in your decision making process, Blunt has outlined 5 points to consider. Follow these, and you’ll be on the right track to picking a great website survey tool.
December 2009
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Could 2009 be the Last Great Year of Free News?
posted by in
Mon 7th
News publishers—at least the ones that maintain expensive newsrooms– are pissed because their online revenues have failed to offset the bleeding in their print arms. They’ve sought out scapegoats. Thus, groups like the Fair Syndication Consortium have accused Google of running more than half of the unlicensed newspaper content currently floating around on the web. Talk about biting the hands that feeds you. Consider that Google sends news publishers, in the words of Eric Schmidt, “a billion clicks a month from Google News and more than three billion extra visits from our other services, such as Web Search and iGoogle.”
November 2009
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Practice what you preach: I’m talking to you Dell
posted by in
Fri 6th
I’m especially bothered because I spent four years working with Dell on Customer Satisfaction Research initiatives while at my previous company. I visited their campus in Round Rock several times. They had giant banners proclaiming their commitment to the voice of the customer, customer satisfaction, and customer loyalty. Dell had a miserable reputation for service about 5 years ago, but they fought tooth and nail to shed it. They fought hard to re-launch their brand as a shining example of corporate transparency and pro-activeness, using sites like twitter and get satisfaction to dialogue directly with their consumers.
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How much is enough when it comes to Voice of Customer?
posted by in
Tue 3rd
Voice of customer research can be a wonderfully responsive early warning system for a small website owner. Don’t get caught up in obsessing over respondent counts. If you’ve got 25 or so pieces of real visitor feedback at hand, you can go a long way in constructing a visitor-centric website experience that will help your website to grow and flourish.
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We all work on Commission
posted by in
Mon 2nd
As never before, all of us who are vendors in this space–consultants, optimiziation specialists, marketing pros–are being challenged to substantiate our value, to empirically demonstrate the real returns that we can furnish. We don’t believe in history or in laurels. Judge us according to our ability to deliver value in the here and now.
October 2009
-
Conversation is the new Marketing
posted by in
Tue 27th
Old paradigms shattered. In the formative years of the web economy, marketers tried to impose the old order on us. They used their websites as display channels, whereby they could talk AT their consumers. But something else was percolating: the emergence of the trust economy. The idea that people could talk amongst themselves online, that they could share stories, reviews, advice, conversation threads. In the coming together of the people on the social web, corporate websites became secondary channels for brand chatter. Facebook absorbs 8 billion minutes of total usage time per day. That’s just under 1% of total human attention. What chunk of total human attention do you think corporate websites have?
September 2009
-
The new metrics that really matter in ecommerce
posted by in
Sun 20th
eCommerce is a fundamentally data-driven channel, and the boom in online sales has resulted in terabytes of data covering all aspects of online customer behavior. But without a context for determining what these clicks mean, most online marketers are still no closer to truly understanding their customers than they were back in the days of server log parsing. The result is that most online marketing decisions are ultimately still based on incomplete information and speculation, instead of on a real grasp of customer needs and goals.
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Finding the Most Accurate Measure of Website Success
posted by in
Tue 8th
It’s time to ditch the idea that conversion is the be-all and end-all of online marketing success. The fact is, not everyone comes to your site looking to buy something. Recent research shows that 84 percent of website visitors are not there to make a purchase; instead, they are looking to obtain information, compare prices, browse products, find out a store location or store hours, get product support, or simply look at pictures and watch videos. That’s why the real measure of marketing success is not hard conversion, but task completion. Make no mistake about it: If your site visitors aren’t able to complete the tasks they set out to do, they won’t consider purchasing from you again, either online or in-store.
Where the purchase process is breaking down
posted by in
How do you find out what visitors hope to accomplish on your site? Ask them. Simple online surveys, using as little as four quick questions, are the best way to find out the real intent of your customers. No amount of behavioral analysis, click tracking, or user-generated content monitoring is going to deliver the same level of insight as pure voice of customer feedback.
How to pick a great website survey tool
posted by in
No matter how big your company is, real voice of customer data can be an immensely powerful source of business intelligence for your marketing team. If you’re looking to take the plunge into voice of customer research, running a website survey is usually the first place to start. To help you in your decision making process, Blunt has outlined 5 points to consider. Follow these, and you’ll be on the right track to picking a great website survey tool.
-
Could 2009 be the Last Great Year of Free News?
posted by in
Mon 7thNews publishers—at least the ones that maintain expensive newsrooms– are pissed because their online revenues have failed to offset the bleeding in their print arms. They’ve sought out scapegoats. Thus, groups like the Fair Syndication Consortium have accused Google of running more than half of the unlicensed newspaper content currently floating around on the web. Talk about biting the hands that feeds you. Consider that Google sends news publishers, in the words of Eric Schmidt, “a billion clicks a month from Google News and more than three billion extra visits from our other services, such as Web Search and iGoogle.”
November 2009
-
Practice what you preach: I’m talking to you Dell
posted by in
Fri 6th
I’m especially bothered because I spent four years working with Dell on Customer Satisfaction Research initiatives while at my previous company. I visited their campus in Round Rock several times. They had giant banners proclaiming their commitment to the voice of the customer, customer satisfaction, and customer loyalty. Dell had a miserable reputation for service about 5 years ago, but they fought tooth and nail to shed it. They fought hard to re-launch their brand as a shining example of corporate transparency and pro-activeness, using sites like twitter and get satisfaction to dialogue directly with their consumers.
-
How much is enough when it comes to Voice of Customer?
posted by in
Tue 3rd
Voice of customer research can be a wonderfully responsive early warning system for a small website owner. Don’t get caught up in obsessing over respondent counts. If you’ve got 25 or so pieces of real visitor feedback at hand, you can go a long way in constructing a visitor-centric website experience that will help your website to grow and flourish.
-
We all work on Commission
posted by in
Mon 2nd
As never before, all of us who are vendors in this space–consultants, optimiziation specialists, marketing pros–are being challenged to substantiate our value, to empirically demonstrate the real returns that we can furnish. We don’t believe in history or in laurels. Judge us according to our ability to deliver value in the here and now.
October 2009
-
Conversation is the new Marketing
posted by in
Tue 27th
Old paradigms shattered. In the formative years of the web economy, marketers tried to impose the old order on us. They used their websites as display channels, whereby they could talk AT their consumers. But something else was percolating: the emergence of the trust economy. The idea that people could talk amongst themselves online, that they could share stories, reviews, advice, conversation threads. In the coming together of the people on the social web, corporate websites became secondary channels for brand chatter. Facebook absorbs 8 billion minutes of total usage time per day. That’s just under 1% of total human attention. What chunk of total human attention do you think corporate websites have?
September 2009
-
The new metrics that really matter in ecommerce
posted by in
Sun 20th
eCommerce is a fundamentally data-driven channel, and the boom in online sales has resulted in terabytes of data covering all aspects of online customer behavior. But without a context for determining what these clicks mean, most online marketers are still no closer to truly understanding their customers than they were back in the days of server log parsing. The result is that most online marketing decisions are ultimately still based on incomplete information and speculation, instead of on a real grasp of customer needs and goals.
-
Finding the Most Accurate Measure of Website Success
posted by in
Tue 8th
It’s time to ditch the idea that conversion is the be-all and end-all of online marketing success. The fact is, not everyone comes to your site looking to buy something. Recent research shows that 84 percent of website visitors are not there to make a purchase; instead, they are looking to obtain information, compare prices, browse products, find out a store location or store hours, get product support, or simply look at pictures and watch videos. That’s why the real measure of marketing success is not hard conversion, but task completion. Make no mistake about it: If your site visitors aren’t able to complete the tasks they set out to do, they won’t consider purchasing from you again, either online or in-store.
Practice what you preach: I’m talking to you Dell
posted by in
I’m especially bothered because I spent four years working with Dell on Customer Satisfaction Research initiatives while at my previous company. I visited their campus in Round Rock several times. They had giant banners proclaiming their commitment to the voice of the customer, customer satisfaction, and customer loyalty. Dell had a miserable reputation for service about 5 years ago, but they fought tooth and nail to shed it. They fought hard to re-launch their brand as a shining example of corporate transparency and pro-activeness, using sites like twitter and get satisfaction to dialogue directly with their consumers.
How much is enough when it comes to Voice of Customer?
posted by in
Voice of customer research can be a wonderfully responsive early warning system for a small website owner. Don’t get caught up in obsessing over respondent counts. If you’ve got 25 or so pieces of real visitor feedback at hand, you can go a long way in constructing a visitor-centric website experience that will help your website to grow and flourish.
We all work on Commission
posted by in
As never before, all of us who are vendors in this space–consultants, optimiziation specialists, marketing pros–are being challenged to substantiate our value, to empirically demonstrate the real returns that we can furnish. We don’t believe in history or in laurels. Judge us according to our ability to deliver value in the here and now.
-
Conversation is the new Marketing
posted by in
Tue 27thOld paradigms shattered. In the formative years of the web economy, marketers tried to impose the old order on us. They used their websites as display channels, whereby they could talk AT their consumers. But something else was percolating: the emergence of the trust economy. The idea that people could talk amongst themselves online, that they could share stories, reviews, advice, conversation threads. In the coming together of the people on the social web, corporate websites became secondary channels for brand chatter. Facebook absorbs 8 billion minutes of total usage time per day. That’s just under 1% of total human attention. What chunk of total human attention do you think corporate websites have?
September 2009
-
The new metrics that really matter in ecommerce
posted by in
Sun 20th
eCommerce is a fundamentally data-driven channel, and the boom in online sales has resulted in terabytes of data covering all aspects of online customer behavior. But without a context for determining what these clicks mean, most online marketers are still no closer to truly understanding their customers than they were back in the days of server log parsing. The result is that most online marketing decisions are ultimately still based on incomplete information and speculation, instead of on a real grasp of customer needs and goals.
-
Finding the Most Accurate Measure of Website Success
posted by in
Tue 8th
It’s time to ditch the idea that conversion is the be-all and end-all of online marketing success. The fact is, not everyone comes to your site looking to buy something. Recent research shows that 84 percent of website visitors are not there to make a purchase; instead, they are looking to obtain information, compare prices, browse products, find out a store location or store hours, get product support, or simply look at pictures and watch videos. That’s why the real measure of marketing success is not hard conversion, but task completion. Make no mistake about it: If your site visitors aren’t able to complete the tasks they set out to do, they won’t consider purchasing from you again, either online or in-store.
The new metrics that really matter in ecommerce
posted by in
eCommerce is a fundamentally data-driven channel, and the boom in online sales has resulted in terabytes of data covering all aspects of online customer behavior. But without a context for determining what these clicks mean, most online marketers are still no closer to truly understanding their customers than they were back in the days of server log parsing. The result is that most online marketing decisions are ultimately still based on incomplete information and speculation, instead of on a real grasp of customer needs and goals.
Finding the Most Accurate Measure of Website Success
posted by in
It’s time to ditch the idea that conversion is the be-all and end-all of online marketing success. The fact is, not everyone comes to your site looking to buy something. Recent research shows that 84 percent of website visitors are not there to make a purchase; instead, they are looking to obtain information, compare prices, browse products, find out a store location or store hours, get product support, or simply look at pictures and watch videos. That’s why the real measure of marketing success is not hard conversion, but task completion. Make no mistake about it: If your site visitors aren’t able to complete the tasks they set out to do, they won’t consider purchasing from you again, either online or in-store.
