Customer Experience

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Customer ExperienceCustomer Experience
+3+3
Case study: Closing more sales in videocalls
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Case study: Closing more sales in videocalls

Increase sales during calls when you optimise your background, your body-language, your look, and how you speak.

Thomas McKinlay
Thomas McKinlay
Customer ExperienceCustomer Experience
+1+1
Don’t overestimate your customers' satisfaction

Don’t overestimate your customers' satisfaction

Managers often wrongly estimate customer satisfaction and underestimate the impact of product quality on satisfaction by up to 31.6%.

Thomas McKinlay
Thomas McKinlay
Customer ExperienceCustomer Experience
+3+3
Ask users to register at the start (not the end)

Ask users to register at the start (not the end)

Prompt people to register at the start of their shopping experience (not at the end, or at checkout). They will be more likely to do so, and later spend up to 13% more.

Thomas McKinlay
Thomas McKinlay
Customer ExperienceCustomer Experience
+2+2
Let people keep their returns

Let people keep their returns

When customers want to return a product, refund it while letting them keep it. They will be up to 2x more likely to buy again.

Thomas McKinlay
Thomas McKinlay
Customer ExperienceCustomer Experience
+4+4
When to use horizontal vs vertical product layouts

When to use horizontal vs vertical product layouts

Horizontal product displays on websites make people choose higher quality, more expensive products. Vertical displays encourage choice of cheaper options.

Customer ExperienceCustomer Experience
+4+4
Gamify your marketing opt-in
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Gamify your marketing opt-in

When you ask your customers to opt-in and give their preferences for personalized marketing, use a gamified experience that easily shows them how they’ll benefit