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Benchmarking Your Customer Experience
Last 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.
About the author
Bryan Eisenberg is the co-author of New York Times and Wall Street Journal bestselling books Call to Action, Waiting For Your Cat to Bark and Always Be Testing. Bryan is available as a professional speaker. You can friend him on Facebook or follow him on Twitter (@TheGrok).
More articles from Bryan Eisenberg
- Nobody wants to read your sh**!September 21st, 2009
- Redesign? Ask The Right Questions!September 18th, 2009
- Cross-post: How to Improve a Product Page, Part 1September 15th, 2009
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- Capterra: The Conference Sept 13-15, Wash., DC
- "Recession Marketing: From Pre-click to Post-click" (webinar) Sept 16, 12pm EDT / 9am PDT
- "Securing the Sale: Turn Your Site's Browsers Into Buyers" (webinar) Sept 17, 2pm EDT / 11am PDT
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Sept 23-24, Oslo, Norway - eConsultancy Peer Summit Oct 8, New York City
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Oct 13-16, Googleplex California - eMetrics Marketing Optimization Summit Oct 19-23, Wash., DC
July 21st, 2008
11:59 am
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.
July 21st, 2008
4:54 pm
B2B benchmark information would certainly be very helpful. Thanks!
July 21st, 2008
10:38 pm
A B2B benchmark would be invaluable, particularly if segmented into verticals: professional services; manufacturing, etc.
July 22nd, 2008
4:30 pm
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.
October 12th, 2009
5:41 am
I appreciate this very article.
October 15th, 2009
12:17 am
B2B benchmark information would certainly be very useful.