Customer Experience

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

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
Cross-sell when refunding products

Cross-sell when refunding products

People were 66% more likely to buy a gift card when using refunded money because it feels like money that has already been spent.

Thomas McKinlay
Thomas McKinlay
Customer ExperienceCustomer Experience
+2+2
Apologies work better than compensation

Apologies work better than compensation

Customers are up to 32% more likely to forgive a service mistake when they receive an apology, rather than financial compensation.

Thomas McKinlay
Thomas McKinlay
Customer ExperienceCustomer Experience
+3+3
Take-back programs boost profits

Take-back programs boost profits

People were willing to pay up to 39% more when companies offered to take-back and recycle products at the end of their lifecycle.

Thomas McKinlay
Thomas McKinlay
Customer ExperienceCustomer Experience
+5+5
Mobile buyers want unique (vs popular) products
Premium

Mobile buyers want unique (vs popular) products

People buying from their smartphone (vs laptop) were up to 36% more likely to choose products from personalized recommendations than popular bestsellers.

Thomas McKinlay
Thomas McKinlay
Customer ExperienceCustomer Experience
+4+4
Give refunds instantly

Give refunds instantly

Instant refunds of product returns increased satisfaction and intentions to buy again by 12%, without increasing the number of returns.

Thomas McKinlay
Thomas McKinlay
Customer ExperienceCustomer Experience
+1+1
Don’t tell people how much to tip

Don’t tell people how much to tip

Suggested gratuity amounts backfire. They don’t increase tips, and in experiments made people feel 8% worse about the company.

Thomas McKinlay
Thomas McKinlay
Customer ExperienceCustomer Experience
+4+4
How one-click buy buttons boost sales

How one-click buy buttons boost sales

One-click buying increased spending by 28% and items sold by 36%. Product returns stayed stable.

Thomas McKinlay
Thomas McKinlay
Customer ExperienceCustomer Experience
+3+3
The best in-store shopping cart design

The best in-store shopping cart design

People spent 33% more when using wheelbarrow-style ring handle shopping carts (vs traditional horizontal handle carts).

Thomas McKinlay
Thomas McKinlay