Monogo E-commerce News - How Can You Measure and Improve Your Customer Experience, #30
Do You run an online store? Are you interested in the e-commerce industry? Do you want to stay up to date with the latest trends? Our weekly review of e-commerce industry news is your must-read Monday. In the 30th edition of our press release, the customer is once again in the spotlight. Often in the daily pursuit of profitability in our businesses, we forget the essence of our business - a satisfied customer. How often do we ask ourselves whether the users of our website are satisfied with the service? Read why this is so important. Enjoy your reading.
Do You run an online store? Are you interested in the e-commerce industry? Do you want to stay up to date with the latest trends? Our weekly review of e-commerce industry news is your must-read Monday. In the 30th edition of our press release, the customer is once again in the spotlight. Often in the daily pursuit of profitability in our businesses, we forget the essence of our business - a satisfied customer. How often do we ask ourselves whether the users of our website are satisfied with the service? Read why this is so important. Enjoy your reading.
1. The Definitive Guide to NPS: How Can You Measure and Improve Your Customer Experience
We talk a lot about customer experience, but how do we measure it? And is it even possible? It turns out that there is an indicator, the NPS (Net Promoter Score), which can be applied to customer journey processes and thus measure customer satisfaction with the contact with the brand and the online shop. In order to determine what NPS we have in a given customer path, we need to make assumptions that segment customers. Using a scale from 0 - 10, customers who score their experience with our e-commerce between 9 and 10 will end up in the ambassador segment. Scores between 7 and 8 are those who have a neutral or passive experience. On the other hand, anything between 0 and 6 are dissatisfied people, critics.
We calculate the NPS coefficient by subtracting the percentage of people in the critics segment from the percentage of people in the ambassadors segment. Once you have followed the relevant customer path (customer journey), you can send out a short survey with a simple question and an answer scale of 0 - 10. In this way, you can start assigning customers to the relevant segments. This ratio does not show the full picture - of course. IIt may not capture the neutrals, but we can agree that it already gives some picture. You can continue working with these customers. You can try asking them additional questions to discover the reasons for their answers.
2. Content Marketing Strategy Framework: Everything You Should Know
Content is a king. So said Bill Gates. Looking at today's digital customer, he was very much right. Content that gives value to the customer builds a relationship with your online shop. This relationship attracts customers to buy. Additionally, content pulls in new customers through search engines. However, before you decide what kind of content you want to give your customers, it is important to prepare a strategy document. What should be included in such a document? How should it be used afterwards? Where do you get the content for it? You will find these and many other tips in the following article. We look forward to reading it!
Lear more about: Content Marketing Strategy Framework: Everything You Should Know
3. Knowledge and books for the summer break
Continuing on the Digital Customer Experience theme, today we are offering a few items that are admittedly longer than articles, as we are talking about books, but are sure to bring a good dose of knowledge. And given that we have the holiday season just around the corner, we encourage you to find time for these items. In digital business, providing value through content is at the heart of building brand relationships. Such strong relationships result in more customer engagement, referrals to friends and higher conversions. We strongly encourage you to read on!
Constant growth is an inherent feature of growing businesses. Which news story gave impetus to change or inspired a new initiative? We invite you to discuss it on our social media. Below we leave a form with a free subscription to our newsletter. Don't miss any news. Every Monday we'll send you an email with the latest review of industry news along with Monogo's original commentary.
To be read on Monday, punctually at 6:00!