Measuring customer satisfaction is becoming more and more important with today’s highly aware and actively involved customers, because they have multiple platforms on which to share their views, both good and bad. This in turn can have a remarkable influence on other prospective customers about your business’s products and services.
[Webinar] Increase Shopping Cart Completions this Holiday Season with User FeedbackSeptember 6, 2018
Earlier this week we hosted an eCommerce Webinar featuring conversion rate expert and COO of AWA digital, Johann Van Tonder, joined by Feedback Expert at Qualaroo, Michael Nadelman. We had an in-depth discussion on how teams can capture and use feedback to reduce their shopping cart abandonment rate and, ultimately, drive conversions.
We’ve broken up the webinar into mini topics with the recording with relevant summaries and helpful articles that can help you apply these best practices on your own web properties.
Use Quantitative Analytics to Define Your Objectives for Feedback
- Determine your objectives by looking at your web analytics to identify gaps in your funnel, for example, high bounce rate pages.
- Identify the right segment of visitors to ask for feedback
- Formulate the right types of questions to ask
Helpful how-to article: Different ways to target your audience
When and How to Ask for Feedback without Distracting the User Experience
- How to ensure you know what the goals are of your users
- Embrace negative feedback
- Follow up with your users on why they responded the way they did
Helpful how-to article: Survey Idea for Improving Conversion Rates for Ecommerce
Case Studies: How Companies Used Feedback to Drive Tests that Drove Conversions
Johann discusses 3 case studies on how big brands targeted their users to drive more sales for certain products.
Helpful how-to article: Understand Visitor Intent to Prepare for an A/B test
How to Build Actionable Personas to Improve Conversions
Personas are not about demographics, they’re about the goals, fears and frustrations of your users – all insights you can uncover using Qualaroo.
Helpful how-to article: Best Practices for using Qualaroo
1.When it comes to segmenting your audience, how do you prioritize which visitors you reach to first?
2. How do you prevent survey fatigue? How often do you typically wait before asking a question to a user on your site?
3. What targeting capabilities does Qualaroo have?
Here are just a few of our favorite sound bites from their conversation.
“Customer complaints…[are] one of the most actionable pieces of insight. In fact, I’m more interested in hearing from people who want to complain and have something negative to say about the site than those who have something positive to say.”
“I’ve asked the team of optimizers at AWA who have been doing this for years. Consistently they say this is the question and the mechanism that gives them the most actionable [insights], the jewels.” See the question Johann is referring to below!
Johann’s three principles for driving sales, not distractions:
- Ask questions that are real-time and context-sensitive
- Embrace negative feedback
- Ask follow-up questions
If you’d like hands-on expertise on how to implement a feedback campaign on your eCommerce site, book time now with one of our feedback experts.
If you have more questions for Johann, please submit your questions in the comments below or email them to us at email@example.com and we’ll get back to you shortly.
PS, keep an eye out for our latest eCommerce Guide that we’ll be releasing in a couple of weeks!
Today we’re thrilled to introduce our newest feature, Templates! With Templates, you can now ship your Nudges faster and more confidently than ever.
You probably have a firm grasp on some of the universal metrics of SaaS success: ARR, growth rate, churn rate, CAC, LTV, etc. There is no doubt that these are critical, but in many ways these metrics do not tell the whole story of “success”. So what’s the leading indicator that can give you a fuller picture of success? Your customers’ satisfaction.
We grouped our list of 29 questions into the different topics you should consider exploring in prototype testing. Aim to choose at least one from each section to make sure all your bases are covered. We’ve also included a few pro-tips here as food for thought.
This article will cover the major Dos and Don’ts of prototype testing. We’ll walk you through the most common mistakes we see in the field and share tips on how to avoid them.
Testing prototypes is an inherent part of finalizing designs. Nobody wants to wonder why users are not utilizing an app the way it should be utilized or why they can’t seem to complete a purchase on your website. And nobody wants to rework something that’s already been shipped.
UX designers are under a lot of pressure to produce designs that add value to users’ lives. But without input from your users, it’s nearly impossible to design an experience that actually helps alleviate their pain points. If you’re pressed for time and/or don’t have the help of a researcher, getting the user input essential to design a great product can certainly be a challenge.
As a UX designer, getting your leadership to support your major projects can be as much about talking the talk as it is about walking the walk. As much value as your work may provide, you also have to know how to sell it in a world of competing priorities and looming deadlines.