Loading...
Answers
MenuWhat does enhancing client experience via online means to you?
This question has no further details.
Answers
It's not the number of people visiting your website, it's the number of people returning, that matters; especially when you are talking about online client experience.
Consider yourself your client. What would you want?
1. Easy to reach services?
2. Clear design?
3. Your friends following the brand?
Fill in the blanks.
It's not just about the information anymore, because there's plenty on the Internet. The presentation, the ease of getting it and relevance matters, when it comes to online experience.
Lastly, and most importantly, what your client online really seeks today in the crowded world of Internet is personalized attention!
Reply to him/her. Get in touch and build relationships.
It's delivering what they want and need in an enjoyable and engaging manner. Client experience is not just servicing a need, but making it a great process. It should be something they enjoy doing and and something that is not a chore. The best way to do this is to have a well designed product with an amazing user experience. If you give them an easy and enjoyable way to do their task then this is something they will not only come back to, but something they will be more likely to share with others.
Measure everything and then experience will become a metric and focus on getting that metric up.
Create a consistent way to gather experience quality across your customer interaction methods (email, chat, phone ...) i.e.
How well did the * at * solve this *?
Extremely well
Very well
Moderately well
Slightly well
Not at all well
Gather and analyse ALL the metrics. Monitor trends and work tirelessly to improve these trends.
Get back to EACH customer with a Not at all well experience. Understand them. Discern the sources of frustration and counteract them setting clear EXPECTATIONS (critical).
Doing this relentlessly should put you on track.
Happy to follow this up.
Pere
The first and foremost thing is to respond to all social posts. And that includes things on Twitter, Facebook and any other social channel including review sites, like Yelp and TripAdvisor. And I don’t care what industry you’re in, there’s probably a review site for your industry, where they’re talking about you.
And when I say, “Respond,” most people think, “Okay. They complain, I should respond.” No. Respond to every comment. I know that sounds like it could be big or daunting, but I think if somebody’s taking the time to write something nice to you, at least like their response, or recognise that you’ve read their response, you give them a little bit of feedback, even if it’s a sign of, “Yes, I like what you did. I re-Twitted you,” or maybe I actually make the comment.
Check out this video interview (and transcript) I did with customer experience guru Shep Hyken to see more: http://www.fieldboom.com/blog/customer-experience/.
Related Questions
-
What tools to use for mobile Prototyping ?
My 2 favourite are: - www.uxpin.com - www.flinto.com Flinto is by far my favorite for mobile. I also us www.balsamiq.com for anything wireframe. Sometimes I jump into Sketch http://www.bohemiancoding.com/sketch/ for more high fidelity mockups using their Mirror feature http://www.bohemiancoding.com/sketch/mirror/ Hope that helps. P.S. There's a tonne of Mobile UX experts on Clarity, many $1/min - call them, you'll learn so much. my2cents.DM
-
how to start earning on clarity.fm
Most of the earnings come from the people you are in contact with. The platform is not that big at the moment but it can be earned. My recommendation is to create content on your private page web, facebook, instagram ... and leave a clarity link through your work. If you need extra help call me for 15 minutes.DB
-
What is the average series A funding round at pre revenue valuation for a enterprise start up w/cutting edge tech on verge of our first client.
With all respect to Dan, I'm not seeing anything like that. You said "pre-revenue." If it's pre-revenue and enterprise, you don't have anything proven yet. You would have to have an insanely interesting story with a group of founders and execs on board with ridiculous competitive advantage built in. I have seen a few of those companies. It's more like $3m-$5m pre. Now, post-revenue is different. I've seen enterprise plays with $500k-$1m revenue/yr, still very early (because in the enterprise space that's not a lot of customers yet), getting $8m-$15m post in an A-round. I do agree there's no "average." Finally, you will hit the Series A Crunch issue, which is that for every company like yours with "cutting edge tech" as-yet-unproven, there's 10 which also have cutting edge tech except they have customers, revenue, etc.. So in this case, it's not a matter of valuation, but a matter of getting funded at all!JC
-
What is a normal churn rate for b2b saas company with an average monthly revenue of $850 per customer? Is 10% of the total monthly sales high or low?
10% of the total monthly sales churning on an absolute basis is near fatal. That means that within 5 months, you have 50% absolute churn per year, which reveals fundamental flaws with the service itself. Anything above small single digit churn is telling you and your team that customers are not seeing enough value in your product. I'd start by doing as many exit interviews as you can with those that have churned out, including, offers to reengage at a lower price-point while you fix the issues that matter to them. Happy to talk through this in more detail in a call.TW
-
How much equity should I ask as a CMO in a startup?
Greater risk = greater equity. How likely is this to fail or just break even? If you aren't receiving salary yet are among 4-6 non-founders with equivalent sweat investment, all of whom are lower on the totem pole than the two founders, figure out: 1) Taking into account all likely outcomes, what is the most likely outcome in terms of exit? (ex: $10MM.) Keep in mind that 90%+ of all tech startups fail (Allmand Law study), and of those that succeed 88% of M&A deals are under $100MM. Startups that exit at $1B+ are so rare they are called "unicorns"... so don't count on that, no matter how exciting it feels right now. 2) Figure out what 1% equity would give you in terms of payout for the most likely exit. For example, a $10MM exit would give you $100k for every 1% you own. 3) Decide what the chance is that the startup will fail / go bankrupt / get stuck at a $1MM business with no exit in sight. (According to Allman Law's study, 10% stay in business - and far fewer than that actually exit). 4) Multiply the % chance of success by the likely outcome if successful. Now each 1% of equity is worth $10k. You could get lucky and have it be worth millions, or it could be worth nothing. (With the hypothetical numbers I'm giving here, including the odds, you are working for $10k per 1% equity received if the most likely exit is $10MM and the % chance of failure is 90%.) 5) Come up with a vesting path. Commit to one year, get X equity at the end. If you were salaried, the path would be more like 4 years, but since it's free you deserve instant equity as long as you follow through for a reasonable period of time. 6) Assuming you get agreement in writing from the founders, what amount of $ would you take in exchange for 12 months of free work? Now multiply that by 2 to factor in the fact that the payout would be far down the road, and that there is risk. 7) What percentage share of equity would you need in order to equal that payout on exit? 8) Multiply that number by 2-3x to account for likely dilution over time. 9) If the founders aren't willing to give you that much equity in writing, then it's time to move on! If they are, then decide whether you're willing to take the risk in exchange for potentially big rewards (and of course, potentially empty pockets). It's a fascinating topic with a lot of speculation involved, so if you want to discuss in depth, set up a call with me on Clarity. Hope that helps!RD
the startups.com platform
Copyright © 2025 Startups.com. All rights reserved.