Customer Experience

Category Description

Jan 25, 2021

Website Feedback: The Omnipresent Nudge of Modern Marketing

by Gordon Polovin

What is website feedback? Website feedback — a subset of customer feedback — relates to obtaining information from people who visit and navigate websites. The methods for doing this rest in conducting on-page surveys, website feedback widgets, and new digital apps. The goals are to uplift the user experience (UX) and energize the traffic simultaneously. When combined with web analytics, the stream of data under this category has the power to enrich the customer journey by converting prospects into paying customers. More importantly, the idea of harnessing website feedback to a company’s strategic planning should significantly support customer retention and loyalty while hindering customer churn. Is it worth it? While implementing a website feedback system is no small feat, the alternative is guesswork. By all means, try it, but if you’re wrong, the consequences are quite daunting. There’s nothing worse for one’s brand than a dissatisfied customer. On average, one individual coming out of a bad customer experience (CX) spreads the word to another fifteen. Conversely, according to ThinkJar’s CEO, Esteban Kolsky, less than four percent of customers with a bad CX complain to management. That’s right, they just leave — the undisputed driver of customer churn. So, how do you flip that metric around? Easy — you make it a cinch for web browsers to tell you what they’re thinking without fear of a comeback. More than that, you make sure they know that you want to hear what they have to say. In the digital era, it’s safe […]

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