Tag Archives: brand

Are You Losing Money Due to Poor UX? Fix These Nine Mistakes and Profit

What are the features that define user-friendly navigation, efficient checkouts and streamlined product filters? How can we make e-commerce websites more effective by using user experience (UX) design to increase conversions? Here are the key e-commerce elements that can benefit from better UX design: Responsiveness The most important – and obvious – thing in user experience design is to remember that you are always designing for the user, not yourself. The user journey through your e-commerce website starts with your website visitors using a device to get there. It is essential to understand what devices your users will be using…

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Are You Losing Money Due to Poor UX? Fix These Nine Mistakes and Profit

4 Ways to SEO Proof Your Influencer Marketing Strategy

influencer marketing and SEO

A few years ago, there was a joke that was going around on the internet. It goes something like this: “What is the best place to hide evidence of your wrongdoings? Page 2 of Google Search results!” While the joke itself may have been created in good humor, it does imply something extremely important. It’s crucial for businesses to compete for higher visibility in search results. Consumers are more dependent on the internet than any other medium, making search ranking crucial for businesses to attract potential customers. More often than not, people only look at the first page of search…

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4 Ways to SEO Proof Your Influencer Marketing Strategy

The Six Most Misunderstood Metrics in Google Analytics

Google Analytics (GA) is capable of generating incredibly detailed and comprehensive data. It provides the insights needed to fine-tune your site, reduce UX friction and ultimately maximize conversions. But there’s a catch. It’s only effective if you actually know how to interpret the data.   Unfortunately, not all users fully understand the core metrics, and there’s uncertainty as to how to decipher them. Here, we’ll take a look at six of the most misunderstood metrics in GA to find out what the data means and how to apply it in order to optimize your site. 1. Direct Traffic At first…

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The Six Most Misunderstood Metrics in Google Analytics

How to Collaborate with Influencers to Increase Your Conversions: Examples and Tools

influencer

Influencer marketing has been on the rise for a couple of months now, but how many marketers really understand how to use the tactic effectively? It’s not really about buzz. A traffic boost is fine, but how often can you really reach out to niche influencers to collaborate on something? They have their own lives and they are pretty busy people. Influencer-driven projects cannot happen too often. You cannot build your site on them (in most cases), and those traffic boosts they trigger are only temporary. But is it possible to use influencer outreach to improve your bottom line? How…

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How to Collaborate with Influencers to Increase Your Conversions: Examples and Tools

Glossary: Earned Media

what is earned media

Earned media (often regarded as free media) attributes the publicity of your brand to the recognition of its efforts and results. It includes publicity gained through word-of-mouth, buzz, reviews, news coverage, comments, feedbacks, likes, mentions, shares, and varied promotional efforts other than paid media advertising or owned media branding. Reputation is the biggest asset for any brand. A brand (both personal and corporate) can be either established through or demolished through the reputation it holds. This reputation comes from nowhere else other than earned media! In concise, earned media is any publicity created by a third party for your brand….

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Glossary: Earned Media

The Traditional Sales Funnel is Broken (And How Smart Businesses Nurture their Leads)

broken sales funnel

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…

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The Traditional Sales Funnel is Broken (And How Smart Businesses Nurture their Leads)

Capturing supermarket magic and providing the ideal customer experience

Reading Time: 6 minutes

The customer-centric focus

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.

Customer experience is king
How do your customers feel about your brand?

Companies are obsessing over CX, and for good reason(s):

  • It is 6-7x more expensive to attract a new customer than it is to retain an existing customer
  • 67% of consumers cite ‘bad experiences’ as reason for churn
  • 66% of consumers who switch brands do so because of poor service

Across sectors, satisfied customers spend more, exhibit deeper loyalty to companies, and create conditions that allow companies to have lower costs and higher levels of employee engagement.

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.



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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.

Customer experience - brick-mortar vs. ecommerce
What are supermarkets doing so right, and how can online retailers replicate it?

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:

  1. Success: Were you, the consumer, able to accomplish what you wanted to do?
  2. Effort: How easy was it for you to interact with the company?
  3. 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.

WiderFunnel Customer Experience Ratings Tempkin 2017
2017 Customer Experience ratings from Tempkin.
WiderFunnel Customer Experience Ratings Tempkin 2016
2016 Customer Experience ratings from Tempkin.

So, what does Publix do right?

Publix growth - WiderFunnel customer experience
Publix growth trends (Source).

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.”

2. The most motivated employees

Publix associates are famously “pleased-as-punch, over-the-moon, [and] ridiculously contented”.

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.

4. An emotional shopping experience

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.)

widerfunnel customer delight
Are you creating delight for the individuals who are your customers?

They are able to literally delight their customers. And, as a smart marketer, I don’t have to tell you how powerful emotion is in the buying process.

Great for Publix. What does this mean for me?

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.

customer service and customer experience
Great customer service is one component of a great customer experience.

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.

Magento_CTA_Get
The original Magento Enterprise Edition homepage featuring the “Get a free demo”.

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.

Magento_CTA
Today’s Magento Enterprise Edition homepage features a “Talk to a specialist” CTA.

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!

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Capturing supermarket magic and providing the ideal customer experience

Moving From Photoshop And Illustrator To Sketch: A Few Tips For UI Designers

I’ve been a long time Photoshop and Illustrator user. Both programs are really useful and powerful, and they’ll remain a key part of any digital artist’s or designer’s toolset, including mine. However, for all user interface, web and icon design workflows, I recently converted to Sketch. Here is why.

Moving From Photoshop And Illustrator To Sketch: A Few Tips For UI Designers

While Photoshop is awesome at what it does, defining what it is might not be so easy anymore. I remember watching a storyboarding tutorial by Massive Black’s El Coro (unfortunately, it doesn’t seem to be available for sale anymore). In it, he says that 17 or so years ago, Adobe had no idea that digital artists were using Photoshop to digitally paint pictures! So, it had to catch up with its own user base by adding more — you guessed it — painting features.

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Moving From Photoshop And Illustrator To Sketch: A Few Tips For UI Designers

7 Ways To Accelerate Product Adoption (Without Spamming Your User Base)

speed up product adoption

We tend to make a big deal about leads in the marketing space, and not without good reason. Everything starts with leads. However, for software companies, the real goal is product adoption. We need people actively and consistently using our product. Regardless of our business model, success occurs when users experience that “aha” moment that takes our product from an experiment to a core part of their day-to-day work. So how do we move people from lead to product adopter? How to we give them that “aha” moment? Two words: Strategic Repetition Repetition is a POWERFUL psychological force. Studies have…

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7 Ways To Accelerate Product Adoption (Without Spamming Your User Base)

Glossary: Link Juice

what is link juice

Link juice is a non-technical SEO term used to reference the SEO value of a hyperlink to a particular website or webpage. According to Google, a multitude of quality hyperlinks (or just “links”) are one of the most important factors for gaining top rankings in the Google search engine. The term “link juice” is SEO industry jargon. It’s often talked about in relation to link building efforts such as guest posting, blogger outreach, linkbait and broken link building. How Does Link Juice Work? Link juice, link authority, and backlink authority are all different words that mean essentially the same thing….

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Glossary: Link Juice