Infographics

Infographic showing UK VS US customer experience comparison. How do you stack up?

Today’s consumer is not a single person; it’s a household. This means creating a strategy to provide a unified consumer management experience and to service every consumer of the household.

Mandeep Singh Kwatra, VP Solutions and Capabilities, HGS

With numerous customer touchpoints — including email, customer communities and other social media, text and chat — it’s crucial for companies to provide a consistent and satisfying customer experience across all channels. Meanwhile, it’s also important to be cost effective in this multi-channel approach. Key to this is choosing the best metrics for each touchpoint to assess how well each channel fulfils the expected customer experience.

Measuring progress as a predictor of your company’s financial growth is the way to open doors to funding. The word “progress” in itself is a clue to the “laws of metrics” (like “laws of physics”): metrics are not stand-alone figures, but rather, quantifications of a process flow.

The rapidly decreasing cost of mobile bandwidth, coupled with the huge improvements in mobile networks means that businesses can be ambitious in what they are attempting within this channel, as they can have a high level of confidence that what they can imagine today will be technically possible within a couple of years, if not a matter of months.

Research from Netbiscuits1 shows that 91% of customers who have a poor experience with shopping on a mobile site will abandon it: some may intend to return via a PC, but many others will search elsewhere.

It is beneficial for businesses to understand why customers are using a mobile site rather than waiting until they are in front of a PC: the request may be related to what they are doing at that current time, and so waiting is not appropriate. Generally, customers will be more task-focused on a mobile device than a PC, so the emphasis should be on delivering quick, simple, high-volume interactions.

Info-graphic showing why Mobile, Social Media and Personalization is so important for CX.

E-book on getting the most out of your customer feedback program.

Best practices guide and handy checklists

Walmart — the biggest of the big box boxes from the brick-and-mortar world — knows that to compete today you must reach out to the hyper-connected digital consumer.

In fact, Cyber Monday 2014 was Walmart’s biggest ever with mobile driving 70% of total traffic. They are also well aware of the fact that application performance impacts business results: in a recent study, by Walmart Labs, they experienced a 2% increase in conversion for every 1-second improvement in response time.

The more digital your customers become, the more individual their buying experience will be. Like bees to the hive, their journey can be random—taking any path, any time, doubling back or going elsewhere. The one thing you can count on is that they all want a flawless trip, no matter what path they choose. Digital masters understand this, getting customers to the hive happy and buzzing about the experience.