Customer Experience
Netchannels develops customer experience strategies and assist clients in executing their programs. Recognizing the value of a superior customer experience is a huge step towards acquiring and retaining customers.
Why should you care about Customer Experience?
- Customers are more likely to research product information online
- Customers are less likely to be influenced by traditional advertising
- Price has become more important than traditional brand-loyalty
- Customers have more access to information now than ever before
Process to establish a superior customer experience
- Analysis
- Web analytics
- Surveys, Focus group, interviews
- Web site testing for easiness, flow, simplicity, trust
- Identify weaknesses in your online and physical channels
- Target Audience
- Segmentation
- Customer needs and expectations within each segment
- Branding
- Attributes
- Promises
- Delivery mechanism
- Strategy development
- Define your digital channel strategy
- Web site re-design
- Employee reward program
- ROI method development
- Cross organization communications
- Executive buy-in and support
- Execution
- Technology adoption (personalization, search, site merchandising, web analytics, brand monitoring, net promoter scores …)
- eMarketing with partners (affiliate marketing, Cross-selling, SEO, SEM)
- Marketing programs implementation
- Monitoring and correcting
- Metrics
- Increase in conversion rates
- Decrease in services calls
- Lower transaction cost