How to Measure and Improve Customer Satisfaction

How satisfied are your customers?

In our efforts to increase conversions and revenue, we often overlook questions like this. We’ll instead focus on landing page optimization, look at conversion rates and roll out split tests on our email campaigns.

There’s this implicit belief that the only real metric that contributes to revenue increase is conversion rate. It’s true to an extent. The higher your conversions, the more money you bring in.

But conversion rate isn’t the be all end all for making a little more money. There are myriad other elements that contribute to a healthy turnover, chief among them, customer satisfaction.

“How do satisfied customers help my bottom line?” you might ask. Well, the benefit of having a satisfied and content consumer base is three-fold.

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By |2016-02-01T14:40:22-08:00February 2nd, 2016|Conversion Rate Optimization|1 Comment

Applying Cialdini’s Influence & Persuasion Strategies to CRO

If you read one book on entrepreneurship and the art of persuasion, it should be Cialdini’s classic, “Influence: The Psychology of Persuasion.” The core of his argument is simple. There are specific levers that marketers can pull on to build trust, move prospects along the buying funnel, and get them to take action. The framework has been widely adopted in the worlds of direct sales, online marketing, and copywriting. But Cialdini’s influence strategies also play an important role in conversion rate optimization testing. Let’s take a closer look at how the two are related, and what entrepreneurs need to do in order to put this theory into practice in a way that improves conversions and generates real ROI for the business.

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By |2014-04-21T14:53:19-07:00February 19th, 2014|Strategy|6 Comments

Putting Cross Selling and Upselling to Work in Your Business

If you’re building your sales funnel strictly on a single sale process, you’re missing out on significant profit potential. Cross-selling and upselling can help you quickly maximize one of the most important business key performance indicators (KPIs): your customer’s lifetime value. In other words, a customer isn’t so much valuable because they buy that preliminary $25 product from you. Instead, it’s important to think about how to build a sales experience that carries the $25 eBook customer into your $10,000 group coaching program or your $100 per month subscription product. Here’s a closer look at how techniques such as cross-selling and upselling can dramatically increase the profits in your business.

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By |2014-04-21T14:54:26-07:00February 6th, 2014|The Funnel|12 Comments

5 Steps to Reduce Your Churn Rate

Can you imagine bringing in any new customers and still not growing your business?

It’s possible, especially if you’re operating a SaaS or other subscription-based business.

You work hard to convince people to give your business a chance, so it’s a shame to see subscribers drop off after a few months.

Instead of racing out to get more customers, have you considered what’s causing people to leave in the first place? Odds are you can make some simple changes to keep more customers loyal, happy, and paying.

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By |2014-04-21T14:55:35-07:00January 20th, 2014|The Funnel|2 Comments

How to deal with (not provided) for Conversion Optimization

Don't Panic Badge by Jim Linwood, on Flickr

As has been well documented in the SEO blogs, we’re rapidly approaching the day where 100% of the organic keyword search terms in Google Analytics will be (not provided). Google does not provide keywords for searches over SSL, which is now the default for logged in users (an ever increasing percentage with the continued push of Google+). While the cynical amongst us might view this is a hand-wavy gesture towards user privacy (keywords are still very much available to AdWords customers), the imminent loss of all organic keyword search terms has caused some severe consternation in the SEO community.

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By |2014-04-21T15:02:04-07:00October 9th, 2013|Conversion Rate Optimization|0 Comments

8 Questions Analytics Data Can Answer About Your Customers

You’re never going to grow your online business and improve conversions unless you use analytics. Back in the old days, the owner of a mom-and-pop store knew who was coming through the door, who’d sent them, what products were shifting and when to reorder. That’s what analytics tells you – and more – for an online ecommerce business or website. It can help increase conversions and website sales. While there are plenty of analytics tools, Google Analytics is one of the most widely used. More than likely you already have it installed on your site. The Google Analytics dashboard is divided into four sections: audience, traffic sources,content and conversions – let’s look at the information you get from each of these and how that can help you.

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By |2014-04-21T15:02:16-07:00September 30th, 2013|Analytics|0 Comments

The Best Strategy to Improve Online Conversions and Engagement

During a 2008 presidential debate, Republican John McCain questioned Democratic nominee Barack Obama’s understanding of strategy vs tactics. The strategy that McCain tried to employ throughout the campaign was to undermine his opponent by questioning his youth and inexperience, while the tactic he employed in this situation was to verbalize this point during a debate on the Iraq war. He was ultimately unsuccessful at both, but that’s besides the point.

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By |2014-04-21T15:02:29-07:00September 3rd, 2013|Strategy|0 Comments
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