cx

Gamification over the past few years has become not just a trend, but an entire industry. Very expensive one. According to a study [https://www.zippia.com/advice/gamification-statistics/] from Zippia, the total volume of this market in financial terms is already about $ 12 billion. And 70% of large companies use gamification one way or another in their products. Brands like game elements not just because they're fun. There are more reasons for that. Having a good time while doing something rela

The CES or Customer Effort Score metric answers the question: "How easy was it for the client to interact with the company?". For example, to place an order, get a refund and so on. With this metric, you can understand where the user has the most difficult time, and make their path easier by eliminating this or that problem. It seems that creating this type of survey is easy: you ask a question about how easy it was for the client to get what they wanted, add a scale, and you're good to go! But

The pattern of relationships between users and brands has changed a lot over the past decade. Now companies are not just selling goods and services, but are trying to provide a unique experience to the client. That includes involvement in various activities. It can be participation in loyalty programs, communication in social networks or content creation. All this can be combined under the concept of Customer Engagement (CE). Customer engagement is an ongoing development of the relationship bet

"We collected lots of feedback and did everything they asked us, but still they are unhappy!". Does this sound familiar to you? In this article we would like to talk about the most frustrating feedback-related problem: "We collected it. Now what?". It is so hard to convert customer wants into needs, but there is always a solution. So let's see what we can do about it. The Voice of the Customer concept is one of those things that seems very simple at first glance. “I'm going to get all the feedb

A high bounce rate on an e-commerce site is a sign that your customers are not satisfied with something. And it will affect the profit. In this article, we talk about two tools that will improve the bounce rate. What is the bounce rate in e-commerce? Bounce rate is a web analytics metric that shows the percentage of users who visited one page on the site and refused further interactions with it. Examples of failures in e-commerce can be as follows: * the user came to the page of the online

Today we will talk about a simple axiom again. 2×2 = 4, and the difference between a successful and a failed business lies in understanding your customers. Large companies don't just listen to users – they listen to them and want to be friends. Top companies have learned to look at things through the eyes of their consumers. If you also want to get into the business pantheon, you need to start with customer orientation. Checklist: * Why do customers need you? * How can you help them? * Wha

The only way to find out what is hiding in a person's head is to talk to him. Unless, of course, you can't read minds. Questions to clients help find out what they think, what they want, and what they need. The type of question affects what answers you get. So the first thing you need to decide is what the question should be. And they can be open-ended or closed-ended. Open-ended questions are not limited to anything, they can be answered in full detail. Closed-ended are narrowly focused, with