What's the shape of your CX?
Discover which areas of your customer experience journey need the most attention in this short, 1-minute quiz.
- Just 6 short questions
- Receive customer experience score
- Identify stages where you can improve
- Receive tactical recommendations
Why should you care about customer experience?
Today’s buyers have the world at their fingertips. With a quick Google search, they can discover thousands of businesses that meet their needs, which makes it incredibly difficult to compete on products, services, and price. The good news is, the deciding factor for a purchase often isn't related to these three areas. More often than not, the deciding factor is the experience the customer has received.
If you can create an exceptional customer experience, you don’t need to be the cheapest, the biggest, or the most well-known. To your customer, you will be the best simply based on the experience you’ve provided them.
What the data says:
68%
of consumers are willing to pay more from a brand known to offer good customer service experiences.
93%
of customers are likely to make repeat purchases with companies who offer excellent customer service.
86%
of one-time customers will become long-term customers when provided with a great experience.
83%
of customers feel more loyal to brands that respond and resolve their complaints.
25-95%
increase in profits with a 5% improvement in customer retention rate.
91%
of customers who had a low-effort experience reported being loyal customers.
How we define the customer experience journey.
We break the customer experience journey down into 6 stages. This multi-staged approach allows us to identify points of friction and prioritize our tactics.
Awareness
The customer experience journey begins with a user becoming aware of your brand. In this stage, you need to reach users and inform them of who you are, what you do, and how you do it.
Tactics:
SEO, PPC, SMM, Email, Blogging
Acquisition
Once a user is familiar with you and begins visiting your website, you need to make sure they have a clear path to making contact with you. That could take the form of a content offer such as an ebook, quiz, or guide or could be something simple like a contact form.
Tactics:
Web Design & Dev, Content Offers, Retargeting, A/B Testing
Activation
After a user becomes a lead, you need to help them along in their buying journey by providing them with answers to any questions they may have or any information they may need in regards to your products or services.
Tactics:
Automation, Workflows, Nurture Campaigns, Lead Segmentation
Revenue
Once a lead has all of the information they need to make their decision, how can you ensure they choose your business? Case studies, cart-abandonment campaigns, and competitor comparisons are great tactics to employ at this stage.
Tactics:
Sales Automation, Deal Creation, Pipeline Creation, Case Studies
Retention
The journey doesn’t end after your user becomes a customer. In the retention stage, you should focus on retaining your users via personalized content, deals and discounts, email campaigns, and with cross-selling and upselling.
Tactics:
Upsell, Cross-sell, Web Maintenance, Loyalty Programs
Reputation
Even after someone has become a loyal customer, their journey isn’t over. To make them advocates for your brand, you need to show them you care about their opinion and are willing to make changes to improve their experience.
Tactics:
Review Curation, Loyalty Surveys
What does this quiz do for you?
This quiz isn’t going to unveil all of the secrets of creating an exceptional customer experience, but it is a good place to start. By answering 6 questions related to the stages of the customer experience journey outlined above, you’ll receive a score for your CX and a visual representation of that score. This visual representation will help you and your team identify at-a-glance where you need to improve. Additionally, we’ll provide you with some general tactic recommendations that will help you along the way.