The digital age has put the consumer in control. They have stronger voices, better information, and lower switching costs than ever before. The difference between choosing you or your competition can be seconds.
What can you compete on when traditional differentiators–such as price, distribution, or product features–are no longer enough?
“Customer experience has emerged as the single most important aspect in achieving success for companies across all industries.”–Peppers and Rogers
“Only 26% of companies have a well-developed strategy in place for improving customer experience.”–Econsultancy
Research has shown that consumers choose companies with customer experiences that meet–or exceed–their expectations. But how do you discover what’s really important to your website visitors and implement a systematic method to advance the experience based on those insights?
In this webinar, John Lovett, a veteran industry analyst and digital measurement expert, offers strategies that can give you a competitive edge by combining customer experience data with observation of site visitors’ key digital interactions. He shares how leading customer-centric companies use this approach to drive customer-focused solutions that address their customer experience challenges.
You’ll Learn How to:
Establish a framework for identifying opportunities and accelerating problem resolution from customer experience data.
Shift from talk to action by building the business case for change and getting stakeholders onboard. Leverage the combined power of customer experience analytics and observation of critical site interactions to prioritize improvements and act on customer-centric priorities.
Click here to view a recording of this webinar