The mission of this blog is to help our customers and readers. One way we can do that is by creating content that will help you overcome your business obstacles. And one of the best ways to get feedback is to ask questions differently or phrase them differently. That’s what we’re doing in this survey. If you’re a regular reader of this blog, you may see another survey coming in the not too distant future :). Please take a second to fill out this one field form (and have a great weekend!):
Wow. Now, this is an infographic. So many infographics under-deliver. They’re forced. They spawned because it ended up on a “Marketing Q1” to-do list. And they end up being useless, enormous, ugly image files that just kills everyone’s bandwidth. An infographic is really a data visualization that presents useful data and makes it easy for viewers to do something actionable with it. That’s what the infographic below does. The number one takeaway from this graphic is: your list is reading your email on their phones. Are your emails optimized for mobile? Are you thinking about how people behave on mobile…
Good marketers are obsessed with numbers. They look at them every morning and end their day by checking them “one last time.” According to AdAge, 93% of CMOs are under more pressure to deliver a better ROI. The problem is, they can’t do that if they don’t understand performance at all stages of the marketing funnel. In this article, I’m going to outline key KPIs you must measure to help improve your ecommerce marketing. From awareness to retention, you’ll learn the metrics to watch daily and how to improve them. 1. Brand Name Search Brand awareness often gets a bad…
The text (or characters) inside a website hyperlink. Anchor text can help inform search engines of a webpage’s subject matter. It’s a fairly simple thing to explain, however, anchor text is a controversial topic in SEO (search engine optimization). Let’s touch on that bit. The Old “Click Here” Lesson Up until very recently, if you typed the words “click here” into Google, one of the top results would be a result for Adobe Acrobat. Why? Because for the past 15-20 years, people have been publishing the anchor text: “Click Here To Download Adobe Acrobat” and making that anchor text a…
Online store owners swim in a sea of fierce competition dominated by Amazon and Best Buy, among others. You can’t always be number one. But with a strong desire and the right tools, you can become a leader in your niche. One of the best ways to get to the top is with a powerful content marketing strategy that blows the opposition out of the water. So, what are the secrets of creating and implementing an unsurpassed content marketing strategy that delivers the results you’re looking for? That’s what I’m about to reveal. Why Should You Prioritize Content Marketing Above…
This is one of my all-time favorite infographics. I reference it in other articles quite regularly. It really gets to the point of how important it is to respond to your inbound leads ASAP. And I’m not talking about newsletter signups or people who have downloaded a white paper. I’m talking about hot leads: People who are calling in, asking for demos, and asking specific questions. I’ve worked for many B2B companies in the past where this was always something that could have been improved. The first problem is: 9-5. You’re losing a ton of money by not responding to…
Possibly the largest group of self-contained communities on the Internet, it can be seen as a microcosm of the Internet in itself. It has its own lingo, its own inside jokes, its own history. Its special class of geeky, socially inept, smug, arrogant, yet revered users are called “neckbeards”, while everyone else are just called “Redditors”. It’s possibly the Internet’s greatest spawning ground of memes — only the dirtier, more underground imageboard “4chan” has as much influence in the subculture-sphere. It is, in fact, one of the most popular and heavily trafficked (not to mention plain old fun) websites in…
Paid Ads > Webinar > Email Nurture > Push for the Sale Traffic Generation > Lead Magnet > Nurture > Grab the Sale Exit Intent > Lead Capture > Reengagement Series > SELL Funnels. Everywhere I turn in the world of internet marketing all I see is advice on how to create the most basic yet aggressive sales funnel. We’re told to push users toward the end goal. An end goal which is collecting their email address or increasing sales. And often, there’s little or no talk about how to progress from the funnel’s end goal. And that presents a…
Content marketing is in a state of surplus: there is too much supply of branded content and diminishing returns of audience engagement. A report by Beckon analyzed over 16 million in marketing spend and concluded: “Brands might be shocked to hear that while branded content creation is up 300 percent year over year, consumer engagement with that content is totally flat. They’re investing a lot in content creation, and it’s not driving more consumer engagement.” -Jennifer Zeszut, CEO at Beckon The painful truth is: the vast majority of content marketing ended up going down the rabbit holes of the internet…
Over the past few years, one message has been gaining momentum within the marketing world: customer experience is king.
“Customer experience” (CX) refers to your customer’s perception of her relationship with your brand—both conscious and subconscious—based on every interaction she has with your brand during her customer life cycle.
As conversion optimization specialists, we test in pursuit of the perfect customer experience, from that first email subject line, to the post-purchase conversation with a customer service agent.
We test because it is the best way to listen, and create ideal experiences that will motivate consumers to choose us over our competitors in the saturated internet marketplace.
Create the perfect personalized customer experience!
Your customers are unique, and their ideal experiences are unique. Create the perfect customer experience with this 4-step guide to building the most effective personalization strategy.
By entering your email, you’ll receive bi-weekly WiderFunnel Blog updates and other resources to help you become an optimization champion.
Which leads me to the main question of this post: Which companies are currently providing the best customer experiences, and how can you apply their strategies in your business context?
Each year, the Tempkin Group releases a list of the best and worst US companies, by customer experience rating. The list is based on survey responses from 10,000 U.S. consumers, regarding their recent experiences with companies.
And over the past few years, supermarkets have topped that list: old school, brick-and-mortar, this-model-has-been-around-forever establishments.
In the digital world, we often focus on convenience, usability, efficiency, and accessibility…but are there elements at the core of a great customer experience that we may be missing?
A quick look at the research
First things first: Let’s look at how the Tempkin Group determines their experience ratings.
Tempkin surveys 10,000 U.S. consumers, asking them to rate their recent (past 60 days) interactions with 331 companies across 20 industries. The survey questions cover Tempkin’s three components of experience:
Success: Were you, the consumer, able to accomplish what you wanted to do?
Effort: How easy was it for you to interact with the company?
Emotion: How did you feel about those interactions?
Respondents answer questions on a scale of 1 (worst) to 7 (best), and researchers score each company accordingly. For more details on how the research was conducted, you can download the full report, here.
In this post, I am going to focus on one supermarket that has topped the list for the past three years: Publix. Not only does Publix top the Tempkin ratings, it also often tops the supermarket rankings compiled by the American Customer Satisfaction Index.
Long story short: Publix is winning the customer experience battle.
So, what does Publix do right?
If you don’t know it, Publix Super Markets, Inc. is an American supermarket chain headquartered in Florida. Founded in 1930, Publix is a private corporation that is wholly owned by present and past employees; it is considered the largest employee-owned company in the world.
In an industry that has seen recent struggles, Publix has seen steady growth over the past 10 years. So, what is this particular company doing so very right?
1. World-class customer service
Publix takes great care to provide the best possible customer service.
From employee presentation (no piercings, no unnatural hair color, no facial hair), to the emphasis on “engaging the customer”, to the bread baked fresh on-site every day, the company’s goal is to create the most pleasurable shopping experience for each and every customer.
When you ask “Where is the peanut butter?” at another supermarket, an employee might say, “Aisle 4.” But at Publix, you will be led to the peanut butter by a friendly helper.
The store’s slogan: “Make every customer’s day a little bit better because they met you.”
Note the term “associates”: Because Publix is employee-owned, employees are not referred to as employees, but associates. As owners, associates share in the store’s success: If the company does well, so do they.
“Our culture is such that we believe if we take care of our associates, they in turn will take care of our customers. Associate ownership is our secret sauce,” said Publix spokeswoman, Maria Brous. “Our associates understand that their success is tied to the success of our company and therefore, we must excel at providing legendary service to our customers.”
3. Quality over quantity
While Publix is one of the largest food retailers in the country by revenue, they operate a relatively small number of stores: 1,110 stores across six states in the southeastern U.S. (For context, Wal-Mart operates more than 4,000 stores).
Each of Publix’s store locations must meet a set of standards. From the quality of the icing on a cake in the bakery, to the “Thanks for shopping at Publix. Come back and see us again soon!” customer farewell, customers should have a delightful experience at every Publix store.
In the Tempkin Experience Ratings, emotion was the weakest component for the 331 companies evaluated. But, Publix was among the few organizations to receive an “excellent” emotion rating. (In fact, they are ranked top 3 in this category.)
As marketers, we should be changing the mantra from ‘always be closing’ to ‘always be helping’.
– Jonathan Lister, LinkedIn
In the digital marketing world, it is easy to get lost in acronyms: UX, UI, SEO, CRO, PPC…and forget about the actual customer experience. The experience that each individual shopper has with your brand.
Beyond usability, beyond motivation tactics, beyond button colors and push notifications, are you creating delight?
To create delight, you need to understand your customer’s reality. It may be time to think about how much you spend on website traffic, maintenance, analytics, and tools vs. how much you spend to understand your customers…and flip the ratio.
It’s important to understand the complexity of how your users interact with your website. We say, ‘I want to find problems with my website by looking at the site itself, or at my web traffic’. But that doesn’t lead to results. You have to understand your user’s reality.
– André Morys, Founder & CEO, WebArts
Publix is winning with their customer-centric approach because they are fully committed to it. While the tactics may be different with a brick-and-mortar store and an e-commerce website, the goals overlap:
1. Keep your customer at the core of every touch point
From your Facebook ad, to your product landing page, to your product category page, checkout page, confirmation email, and product tracking emails, you have an opportunity to create the best experience for your customers at each step.
2. Make your customers feel something.
Humans don’t buy things. We buy feelings. What are you doing to make your shoppers feel? How are you highlighting the intangible benefits of your value proposition?
3. Keep your employees motivated.
Happy, satisfied employees, deliver happy, satisfying customer experiences, whether they’re creating customer-facing content for your website, or speaking to customers on the phone. For more on building a motivated, high performance marketing team, read this post!
Testing to improve your customer experience
Of course, this wouldn’t be a WiderFunnel blog post if I didn’t recommend testing your customer experience improvements.
If you have an idea for how to inject emotion into the shopping experience, test it. If you believe a particular tweak will make the shopping experience easier and your shoppers more successful, test it.
Your customers will show you what an ideal customer experience looks like with their actions, if you give them the opportunity.
Here’s an example.
During our partnership with e-commerce platform provider, Magento, we ran a test on the product page for the company’s Enterprise Edition software, meant to improve the customer experience.
The main call-to-action on this page was “Get a free demo”—a universal SaaS offering. The assumption was that potential customers would want to experience and explore the platform on their own (convenient, right?), before purchasing the platform.
Looking at click map data, however, our Strategists noticed that visitors to this page were engaging with informational tabs lower on the page. It seemed that potential customers needed more information to successfully accomplish their goals on the page.
Unfortunately, once visitors had finished browsing tabs, they had no option other than trying the demo, whether they were ready or not.
So, our Strategists tested adding a secondary “Talk to a specialist” call-to-action. Potential customers could connect directly with a Magento sales representative, and get answers to all of their questions.
This call-to-action hadn’t existed prior to this test, so the literal infinite conversion rate lift Magento saw in qualified sales calls was not surprising.
What was surprising was the phone call we received six months later: Turns out the “Talk to a specialist” leads were 8x more valuable than the “Get a free demo” leads.
After several subsequent test rounds, “Talk to a specialist” became the main call-to-action on that product page. Magento’s most valuable prospects had demonstrated that the ideal customer experience included the opportunity to get more information from a specialist.
While Publix’s success reminds us of the core components of a great customer experience, actually creating a great customer experience can be tricky.
You might be wondering:
What is most important to my customers: Success, Effort, or Emotion?
What improvements should I make first?
How will I know these improvements are actually working?
A test-and-learn strategy will help you answer these questions, and begin working toward a truly great customer experience.
Don’t get lost in the guesswork of tweaks, fixes, and best practices. Get obsessed with understanding your customer, instead.
How do you create the ideal customer experience?
Please share your thoughts in the comments section below!