Customer Experience Optimization
While customers interact with your brand across multiple touch points, there are no other channels that influence customers more than your website, mobile site or apps, or social sites. Most brands will see 10 times more visitors interacting with their website versus calling their call center. Yet customers are often getting lost online with the list of alternatives, bouncing from site to site with just a few clicks. You spend a fortune in SEO and PPC to get your brand at the top of the list, while over 95% of visitors that come to your site bounce away at some point and your investment is lost.
Customer Experience Optimization (CXO) is about making every experience with your brand matter. CXO is dynamic, adaptive and specific to each customer’s interaction with your brand, while optimizing for your business goals. The online channels are the most important to impart your brand, and the information captured when customers visit can be shared with other channels for consistency and to improve customer experiences across channels.
To capture new customers and build customer loyalty you have to address each stage of a customer lifecycle. When interacting with your brand a customer will:
- Discover what you have to offer
- Explore your products and services
- Consider alternatives
- Buy
- Engage with your brand for issues or for the next purchase
Customer loyalty is created through relevant and differentiated experiences. By testing and personalizing experiences to be relevant each time a customer touches your brand, you’ll differentiate from the competitors, capture new customers and build customer loyalty. And with Maxymiser this can be done without the need for IT resources.
Online Testing
A great customer experience starts with feedback from your customers. Online testing is a process of continuous refinement of your website by using A/B and multivariate testing to test experiences with your live customers. With online testing you will:
- Test and identify the experiences that increase engagement, conversion rates, revenue and loyalty.
- Test new features to effectively incorporate them into your website
- Eliminate major website re-designs that eat up your marketing budget (and time)
- Monitor and evaluate different customer experiences with real-time, reports and dashboards
- Remove hidden IT costs by de-coupling online testing entirely from web development with our OneTouch™ Network
Personalization
From Online Testing you’ll capture a wealth of information about your customers and their behavior with different experiences. Does a price discount matter to all customers? Does an image work with some customers and not others? Certain customer characteristics will stand out and require different experiences, and Maxymiser will tell you what they are – automatically. Drive an even more personalized experience by letting Maxymiser predict what each customer needs for each visit. With Maxymiser’s personalization solutions you will:
- Model the next best action your website should take—for each user and each visit—in real time
- Deliver a unique, targeted experience for each individual user that crosses your website
- Employ behavioral targeting, product recommendations, and dynamic promotional offer techniques
- Increase cross-sell, up-sell and average order revenues
Multichannel Marketing
Leveraging everything you know about each customer drives a better overall experience, whether it’s past behavior (e.g. products they’ve recently purchased), personal or demographic data captured, or their current or past behavior and attributes on the website. Much of the information captured through your website, mobile sites or apps, and social channels is more up-to-date and predictive of a customer’s current needs and can be shared across other channels. By leveraging everything you know about customers across all channels, you will:
- Create a 360-degree brand experience across all marketing channels
- Personalize all touch-points: mobile, social media, direct mail, email, brick-and-mortar stores, and many more
- Discover the strongest data indicators from your live visitors and customer behaviors and preferences
- Achieve optimal revenues, ROI, customer retention and brand loyalty
Contact Us
Please contact us if you have a question, comment or suggestion.
Resources
See our white papers
The ability to rapidly test and measure changes allows us to improve the customer journey across the site much faster.
