Thursday, July 29, 2010
Welcome message from author
This document is posted to help you gain knowledge. Please leave a comment to let me know what you think about it! Share it to your friends and learn new things together.
Transcript
Thursday, July 29, 2010
Basic Facts
Arke & Holland International merger in 1995
5+ brands
ArkeFly; supporting airline company
2000+ employees
140 travel agent point of sales
Thursday, July 29, 2010
Online Facts
#3 eCommerce company in 2009 (turnover)
Arke.nl flagship website
serve both B2C and B2B
Thursday, July 29, 2010
Our Challenges
No Voice of Customer
Thursday, July 29, 2010
Our Challenges
Abandonment in booking process
Thursday, July 29, 2010
Why Kampyle?
Give visitors a voice
Make visitors feel important
Mainstream tool (recognition)
Quick implementation (setup)
Guarantees the message will be received by the proper person
Thursday, July 29, 2010
Getting it installed...implementconfigure customize
Thursday, July 29, 2010
Getting it installed...implementconfigure customize
Decide who needs access
Decide if and who will respond to certain feedback
Which type of feedback needs immediate attention
Set follow-up guidelines
Assign responsibilities to yourself or to others
Thursday, July 29, 2010
Getting it installed...implementcustomize
Start easy, let feedback determine customization needs
Adjust questions after initial setup
Create relevant categories/sub-categories
Ask questions you need answered
Try a focused implementation
configure
Thursday, July 29, 2010
Getting it installed...implement
Generate the code via Kampyle interface
Deploy via IT or front-end developer
Test push-mechanism settings
Test auto reply email
Integrate with Google Analytics/Omniture/Nedstat
configure customize
Thursday, July 29, 2010
Show me the money...(the results)
Chrome users4% of total visitors4% of total revenue
Chrome users experience problems withAJAX faceted search
Thursday, July 29, 2010
Show me the money...(the results)
Chrome users4% of total visitors4% of total revenue
Problems and frustrations detected with Kampyle
IT resolved issue based on feedback.75% revenue increase from Chrome users.
Thursday, July 29, 2010
Show me the money...(the results)
Management Happy!
IT resolved issue based on feedback.75% revenue increase from Chrome users.
Thursday, July 29, 2010
Show me the money...(the results)
other discoveries...
Failing Routeplannerresulted in
Frustrated Customers
Customer’s reservation details not being
recognized.
Thursday, July 29, 2010
Any other surprises?Visitors gave emotional feedback after a improperly planned 2-for-1 holiday campaign
Emotional feedback defined as:• blamed themselves for not being able to find discounts• blamed our brand and website• felt duped and mislead• talked about going to a competitor
“Feedback more emotional after poor campaign setup than with technical issues.”
Thursday, July 29, 2010
Be amazed!
44% of all errors could have been avoided!
11%
45%
44%
ComplimentsGeneral Comments/IssuesAvoidable Problems
“negative experiences and feedback”
Thursday, July 29, 2010
more uses for Kampyle
Booking process - True Conversion Rate
24%
47%
12%
18%
PurchaseCompareCheck AvailabilityTotal Price
“If only 24% is intending to purchase, then what is your
true conversion rate?”
Thursday, July 29, 2010
more uses for Kampyle
Guerilla Style Usability Testing
http://bit.ly/guerillausabilityRead my blog post:
Invite customers to leave their email address.
Thursday, July 29, 2010
No more excuses,start with VoC now!
Questions? Send me a tweet @MatthewNL
Thursday, July 29, 2010
Related Documents
