Redesigning your customer journey Archives

The Impact of UGC on Consumer Decision-Making in 2024

The consumer of 2024 is not merely a passive observer but an active participant in the decision-making process. Their behaviours and shopping patterns are driven by reviews and recommendations from peers and fellow shoppers. Shopping is no longer a mere transaction, but an immersive journey guided by the collective wisdom of a global community.  User-Generated...

Jan 05, 2024

A Customer Journey Trend: Social Media as a Sales Channel

To build or improve your customer experience strategy, you need to start with the customer journey. Journey mapping is a valuable tool for designing and improving the customer experience, as this article will demonstrate.  We will also focus on one of today’s biggest customer journey trends, the growing importance of social media as a powerful...

May 27, 2022

Longitudinal Customer Studies: Why Should You Use Them?

The idea behind longitudinal customer studies is simple: a customer of group of customers’ preference, opinions and satisfaction evolve over time. The world is constantly changing, and so are your customers! Longitudinal customer studies enable you to monitor the changes in responses from one month to the next, or year, and incidentally to measure the effectiveness of...

Nov 17, 2021

5 Reasons Why Customer Feedback Is Marketing Gold

Every successful business today already knows that customer feedback is the key to a successful marketing initiative. They understand that customer knowledge will provide everything they need to know in order to deliver a competitive experience which appeals to the broadest customer base possible. Designing more relevant marketing campaigns, delivering personalized offers, improving customer support,...

Nov 08, 2021

NPSBenchmarks–Average Net Promoter Score by Industry

What is a good NPS score? A recent study shows that the average Net Promoter Score varies from one industry to another. To find out If your company has a good NPS score, you need to compare it to that of your competitors.  From Skeepers we will then present 3 practical tips to improve your company’s NPS score and...

Oct 28, 2021

5 Tricks to Lift Your Marketing Team's Spirit

Marketing has to deal with many issues… You can strategize, create, and design until you’re blue in the face but until your marketing campaign is out there for the public to consume, you’ll never really know whether it will succeed or fail. These ups and downs of marketing can be stressful for any team, and this...

Sep 09, 2021

What is the Average Satisfaction Survey Response Rate?

Have you ever wondered what the average response rate to a satisfaction survey is, or more generally, to an online survey? There are few published statistics on the topic. But it’s still an important question, essential even, to know whether your campaign response rate is satisfactory or in need of improvement. To make up for...

Aug 26, 2021

How to Build a Customer-Centric Omnichannel Experience?

Customers love options. They want to buy from whichever channel they want and often select a product on one channel and buy it from another. Moreover, customer behavior is constantly changing, with the Gen Z and millennials buying online and older consumers still preferring physical stores. Thus, offering an omnichannel customer experience isn’t an option...

Jul 07, 2021

6 Effective Channels to Deploy your Surveys

Surveys help you get to know your customers better and measure their satisfaction levels. When designing a survey, you can choose between one or several deployment channels/media: website, email, SMS, social media, QR-code, etc. Read on for our tips on how to deploy your surveys via the best-suited channels for your business. How to Deploy...

Jun 06, 2021

Customer Centric – Definition and Benefits

Our articles often discuss customer centric actions or strategies. But what does it mean? How do you know if a company is centred around the customer? Like any aspect of organisational culture, customer centricity can be difficult to define. There isn’t a test or check-list to tell you whether or not you’re centred around your...

Jun 02, 2021

Why Customer Centricity is at the Heart of McDonald's

McDonald’s is making big changes to how it handles customer service. In 2013, the company has suffered declining customer satisfaction levels and sales. Former McDonald’s CEO Don Thompson announced in 2014 that improved customer service needed to become a top priority for the brand: “You will see changes in our customer service model as we...

Jan 28, 2021

5 Reasons to use Buyer Persona in your Marketing

There are proven reasons why knowing who you are marketing to is extremely important to getting your message heard and reaching your audience in an effective way. Despite the fact that this is a relatively well accepted fact in the marketing world, it seems like many companies are still behind when it comes to utilizing...

Jan 10, 2021

Redesigning your customer journey