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Monday, Jul. 21, 2008 at 10:45 am

Benchmarking Your Customer Experience

By Bryan Eisenberg
July 21st, 2008

benchmarkmysite sample reportLast week at the Shop.org conference, I offered attendees a report on how they ranked on our 2007 Customer Experience Study and the ability to be among the first sites reviewed for our 2008 benchmarks. I wanted to offer our GrokDotCom readers the same courtesy.

We’ll be reviewing over 500 retail websites this year and won’t be reporting the overall results until the beginning of 2009. If you put in your request this week, we’ll provide you with a report that shows you how you measure up in our 4 categories and provide you with some tips to improve your customer experience.

Your site will be evaluated by one of our Conversion Analysts against 69 distinct questions in four critical areas of customer focus:

* Product Presentation
* The Checkout Process
* Delivery Options
* Customer Service

Want Your Report Now?

If you would like a better idea of what you need to do to make your retail website more customer focused then complete your request at Benchmarkmysite.com.

P.S. We are also thinking of adding a B2B benchmark as well. If you think this would be valuable, and would like to be included in it please comment below.

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Comments (7)

  1. Bryan,

    I think a B2B benchmark would be extremely valuable, especially for people like myself in the service industry.
    I would like to be included.

  2. B2B benchmark information would certainly be very helpful. Thanks!

  3. A B2B benchmark would be invaluable, particularly if segmented into verticals: professional services; manufacturing, etc.

  4. Bryan,

    this is a great idea and I think B2B is an area where would be a lot of potential. As Steve has already said, it is probably necessary to segment it, but then you will definitely have a highly valuable tool.

    I am thinking about transferring this into “real world” so it’s not websites but real world retail outlets…currently working on that.

  5. I appreciate this very article.

  6. B2B benchmark information would certainly be very useful.

  7. I think a B2B benchmark would be extremely valuable, especially for people like myself in the service industry.
    I would like to be included. [Other]

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Bryan Eisenberg, founder of FutureNow, is a professional marketing speaker and the co-author of New York Times and Wall Street Journal bestselling books Call to Action and Waiting For Your Cat to Bark and Always Be Testing. You can friend him on Facebook or Twitter.

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