• The #1 reason customers fail to have a successful website visit

    When visitors provide feedback about their website experiences, it allows you to see your website from the visitors’ perspective. This feedback leads to the discovery of your website’s weaknesses and the issues that cause visitors to leave your site. To understand and correct such issues, it is important to identify which website visitors did not accomplish what they had come to do, and then ask them what prevented them from accomplishing their task. Recently, iPerceptions has been working with a number of clients to explore the most prevalent reasons for failed task completion and whether they have changed overtime. The issue of information – ensuring efficient assess to it while managing its breadth and depth – is a continuous design challenge for digital property owners. As mobile access grows information management becomes even more critical since mobile caters to diverse intents in a tighter space and time frame with visitors who are often on the move.

  • Introducing iPerceptions responsive survey and comment card interface

    At iPerceptions we serve over 700 million survey invitations a year and manage digital research for over 3,500 enterprises. So we understand how critical the digital experience is to a brand’s success. When a visitor decides to leave a comment on your website or participate in a research study they are engaging with your brand. They are taking the time to provide you with vital feedback and they expect a high quality experience as if they were interacting with any other section of your website. That’s why we challenged ourselves to create the most respondent friendly survey and comment card experience that is consistent across desktop, mobile and tablet. 

  • Looking for concrete insights? 4 compelling reasons to use structured research

    We are all too familiar with the phrase “don’t re-invent the wheel”, yet many research firms and agencies re-invent the wheel each time they design a custom Voice of the Customer (VoC) research project for their clients. Many agencies try to create their VoC project from scratch when actually taking a framework approach would get the project off the ground quicker and would derive trusted results and concrete insights. 

  • The Digital Customer Lifecycle

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    The traditional, linear understanding of the customer journey is being turned on its head in our multi-channel and interconnected digital world. As the century-old “shotgun” approach of traditional mass advertising is being replaced with a concern for meaningful, targeted brand experiences, marketers must anticipate their customers’ needs in order to make an impact.

  • Power your chat solution with intent marketing

    Chat solutions are increasingly becoming a must for websites, especially e-commerce sites, to offer the best possible customer experience. According to Forrester, the rates of chat usage as a customer service engagement channel have grown from 30% in 2009 to 43% in 2012. More and more it is being used to reach visitors before they abandon their online purchase and to increase online conversion.

  • 3 reasons for using multiple feedback methods for your digital research

    feedback small

    Nowadays, there are numerous ways in which you can gather feedback from your website visitors, all with their own advantages. If you have a survey running on your website, you likely already appreciate the immense value you can get from engaging with your visitors and gathering their feedback. These surveys can prove to be very valuable in gathering a strategic perspective on your website as they collect a representative sample of your visitors.     

  • Get a survey running on your website in 5 easy steps

    Have you already finished designing your survey, and are looking for guidance for what to do next to launch this survey on your website? While implementations can often differ from website to website, below are some pointers to keep in mind when implementing iPerceptions surveys on your website to ensure that it goes smoothly. Before getting started, we always recommend checking out our documentation for Desktop and Mobile/Tablet surveys. These documents provide detailed overviews of the implementation processes for both types of surveys, and also provide introductions to their respective invitation methodologies.

  • Data must do more than just fill dashboards and graphs

    At eMetrics San Francisco the hot topic was big data – precisely Big Data for Marketing. Despite the wealth of data available to the modern marketer, the success or failure of a business is still centered on gaining a competitive advantage. At iPerceptions, we like to refer to Jack Welch’s, former CEO of GE, famous quote “We have only 2 sources of competitive advantage - learning more about customers faster than competitors and turning that learning into action faster than the competition.” There is no doubt that today in the era of big data, we know more about our customers than ever before. But are we taking action on this information?

  • The benefits of continuous research for agencies

    When doing a site redesign or making site improvements, conducting a Voice of the Customer (VoC) study is great way for agencies to gather customer feedback for their clients and prioritize the changes that need to be made to the site. The insights collected can then be used to make informed changes to their clients’ websites that will increase satisfaction, overall experience ratings and/or conversions.

  • Active Research Series Part 3 – Injection: The whole is greater than the sum of its parts

    Aristotle said that, “The whole is greater than the sum of its parts.” In other words, when individual parts are connected together to form one entity, they are worth more than if the parts were in silos. This is relevant when we connect what customers say with what customers do, as the understanding of their needs and ability to respond to them is improved exponentially.

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  • Naoko on When is negative feedback actually bad? at 2/28/2014 4:22 PM Thank you Cheyserr for sharing your experience in the contact center. It is indeed very important to understand why customers are contacting the o...
  • Cheyserr on When is negative feedback actually bad? at 2/13/2014 1:17 PM Perceptions vary. What maybe true and satisfying for one customer may not be the same with another. Based from my experience working in a contact ...