Download pdf - Customer Dis-satisfaction

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Page 1: Customer Dis-satisfaction

Exactly what does cause customer dissatisfaction …on a website?

Page 2: Customer Dis-satisfaction

Problem: The Guessing Game

Why don’t new visitors stay? Why do my customers not come back? Why do people choose my competitors over me?

???????

Page 3: Customer Dis-satisfaction

Problem: The Guessing Game

Data Overload – “what does it mean?”

Trial and error – A/B Testing – Guessing what customers want

Crunching numbers to identify trends – Trends don’t tell you how to fix it! – There is no “Why is this happening” information

Page 4: Customer Dis-satisfaction

The Solution: Ask Customers Directly

Traditional Analytics Tools = What is happening

Webreep = Why it’s happening Google Analytics + Webreep = Superior Insight

Page 5: Customer Dis-satisfaction

The Solution

Dissatisfied/unsatisfied customers won’t tell you. They just defect to your competitors. BUT, if you ask them, they will tell you what’s

wrong

Page 6: Customer Dis-satisfaction

The Importance of Satisfaction

Satisfied customers tell others! – Word of mouth is key online

Satisfied customers come back! – Loyalty is critical for business success

Page 7: Customer Dis-satisfaction

Predicting Satisfaction: The Webreep Model

7 years of academic research to find exactly what causes website Satisfaction Out-of-the box

questions – No training required – we already worked it out

(© Coker, 2007)

Page 8: Customer Dis-satisfaction

Automated Regression Algorithms No number crunching or specialized knowledge required

Page 9: Customer Dis-satisfaction

Website Feedback Form

Page 10: Customer Dis-satisfaction

100% Customizable

Page 11: Customer Dis-satisfaction

Natural Language Processing Algorithm

Page 12: Customer Dis-satisfaction

Flexibility: Custom Questions

Page 13: Customer Dis-satisfaction

Flexibility: Multiple Feedback Forms

Specify different questions for each page

Page 14: Customer Dis-satisfaction

Thank you!

Twitter: twitter.com/webreep uTube: youtube.com/user/Webreep Blog: webreep.com/blog

www.webreep.com

@webreep [email protected]


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