Features

Infographic: “The Ultimate Customer Experience”

Written on
Apr 30, 2012 
Author
Brian LaRue  |

ADOTAS – Well, “ultimate” is a tall order, but in this new infographic, website testing and personalization company Monetate claims it has the formula when it comes to the customer experience, both online and offline. Because, really, it’s not all about you, okay? You can develop a product that crushes all competitors’ offerings like bugs, but if your target customer is clicking around your website, confused, thinking, “Well, this is annoying,” you’re in a bad place. According the stats Monetate has compiled, 97 percent of customers said an online experience influenced whether or not they purchased a product or service, and 89 percent said they stopped doing business with a company after an unpleasant customer experience. Meanwhile, 73 percent said a “superior customer experience” would inspire them to purchase more from that business, and 65 percent said an online experience changed their perspective of a brand or its products or services. So, what’s to do? According to Monetate, the conversation should continue, both online and offline, between brand and customer; the brand should “talk to your customers like you know them” (through data targeting and other methods); and the brand should help the customer find what they’re looking both online and of. That’s just the start; scope the infographic below.





Adotas Senior Editor Brian LaRue has been working in journalism in some form or another for slightly longer than his entire adult life, having won his first SPJ (Society of Professional Journalists) Award while he was still in high school. Prior to joining Adotas, he served as a reporter, editor, columnist, critic and blogger, mostly for a number of daily and weekly newspapers scattered around his native Connecticut. In his off hours, Brian maintains an active parallel life as a musician and music blogger.

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