The 3 Step Approach To Successful Customer Engagement

There is one variable that data is not very good at deciphering – the human.

It’s easy to forget when analyzing the data for conversion purposes is that the end-user is a real human with feelings. Data tells us a lot of things, but it is really bad at anything that involves understanding the human condition.

In an ideal world, designers and conversion optimizers can strike the perfect balance between the logical & emotional sides of the human brain & design experiences that engage potential customers and “activate” visitors to take action.

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If you’re selling in a competitive market, you must live & die by the little things that make you uniquely different from your competition.

  • Do you have superior customer service?
  • Have you targeted a very specific segment of the market with a common complaint?
  • Are you approaching the problem in a way your competitors won’t?

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Could you imagine a situation where 72% of your customers think that the content on your site was completely disconnected from what they really wanted?

What if you discovered that only a measly 14% of your customers actually valued a relationship with you and your brand?

Sorry to be the bearer of bad news, but according to recent research done by CEB Marketing, this might just be the case. What’s even more frightening, is how highly marketers (that is you and me) think of themselves.

In the study, marketers believed that 44% of customers valued relationships with brands, and that the majority of their customers wanted to get content that showed how Their products fit into Customers lives.

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Last Friday, Oli from Unbounce & Peep teamed up for the second episode of Page Fights where they tore apart contestants landing pages & give them actionable advice & best practices on how to make their landing pages better.

The winner of Page Fights gets 1 free year of Unbounce’s Pro 99 account, a half hour private consultation with Peep & free early membership into the CXL Institute.

In this second episode, they reviewed 5 different landing pages with the page owners & went into more detail than Peep normally does in our regular website reviews, so hopefully you’ll find more value in it.

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According to a study by Bain & Company, 80% of companies say they’re customer centric, yet only 8% of customers agree.

Think about that for a second.

How many of your customers do you think would agree that you are customer centric? Do you know for sure?

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This is important because according to a study by Monetate, 79% of customers will buy from a company again if the experience is good, but 89% of them would switch to a competitor if the experience wasn’t satisfactory. And nearly everyone agreed that the online experience influences their decision to buy.

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Here’s something that won’t come as a shock to people who work for big companies: not everyone is on-board with the idea of conversion optimization and testing.

In an ideal world, everyone would be excited by a data-driven approach & the idea of building a conversion culture is something the entire organization would be excited about from day one.

BUT this is the real world.

There are egos and opinions and red tape and executives who wet themselves any time there’s even the slightest chance they can be proven wrong.

Even worse, if your company is one with a silo mindset, where designers go over here, marketers are over here & IT belongs in a cave somewhere over there – the thought of even having one cohesive “Conversion Team” might seem laughable, if not altogether impossible.

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For all of the talk about how awesome (and big, don’t forget big) Big data is, one of the favorite tools in the conversion optimization toolkit, A/B Testing, is decidedly small data.

Optimization, winners and losers, Lean this that or the other thing, at the end of the day, A/B Testing is really just an application of sampling.

You take couple of alternative options (eg. ‘50% off’ v ‘Buy One Get One Free’ ) and try them out with a portion of your users. You see how well each one did and then make a decision about which one you think will give you the most return.

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