User Zoom Presentation iMedia Brand Summit March 2011
- 1. Online Research Solutions to Effectively Manage User ExperienceArthur MoanCountry Manager UK & Ireland
- 2. The age of the empowered customer is here HOW DO YOU COMPETE?
- 3. Internet: the most inhospitable place on earth?
- 4. Most people dont like bad experiences
- 5. Experiences spread quickly nowadays
- 6. 1SaleLift23Profitability4LoyaltyCustomer Experience Ripple Effect5Advocacy
- 7. Most Organisations..Deliver haphazard and chaotic customer experiencesDont recognise that managing customer experience is a strategic imperativeFail to appreciate that customers are empowered like never beforeTalk about customer centricity but dont practice itAre neglecting to systematically manage the customer experienceIntroduce customer experience initiatives but lack staff commitment
- 8. Its a real shame because... the internet is the most measurable medium available to us.
- 9. Return On Investment贈>Attract > Convert > Retain
- 10. Do You Know?The profile of the visitors to your website?What they came to do?If they can achieve their goals?If they are satisfied?Why they abandon?How likely are they to recommend you?If they prefer you over your competitor?
- 11. Voice of Customer100% customized intercept layer
- 12. Voice of CustomerPersistent Voice of Customer Tab
- 14. New!Integration with Web AnalyticsGo beyond traffic data!Who visits you
- 15. What do they come to do
- 16. Why they behave like they do
- 17. How satisfied they are when they leaveMobile InsightNew! Mobile & Tablet browser support for Surveys and Site intercept (BETA): Survey your mobile visitors anywhere they access your site. With mobile and tablet support on surveys, the power is in your hands.
- 19. How Our Global Clients are Benefitting
- 20. Some of our Global Clients
- 21. How businesses are benefiting from UserZoomUsability is one of the key focuses for our research team and UserZoom isalready proving to be a versatile part of our usability research toolkit,complementing the other research we are doing, both in online and TVplatform development. It will allow us the flexibility to increase the range oftesting we do and turn projects around really fast. UserZoom is a feature richand sophisticated product and the support they offer is second to none.Suzanne Lugthart, Head of Online and VOD Research & Insight at ITV plc
- 22. How businesses are benefiting from UserZoomOver 2 years using UZ
- 23. Over 50 studies
- 24. International, competitive UX Benchmarking
- 25. Cross w/ Google Analytics dataHEART Framework: Happiness, Engagement, Adoption,Retention, and Task success.
- 26. How businesses are benefiting from UserZoomOver 20 studies
- 29. Card Sorting
- 30. Typically test with 500-1000 usersHow businesses are benefiting from UserZoomOver 60 studies
- 31. 20 user accounts
- 33. Lots of online surveys as wellTake Away Today - Accept that your baby may be ugly!!
- 34. Thanks so much for your time!Check out our upcoming events at www.userzoom.comSunnyvale (USA)440 N. Wolfe Rd. Sunnyvale,CA 94085 Phone: +1 (408) 524 7445 Contact: Alfonso de la NuezBarcelona (Spain)Av. Diagonal 419 3尊 2捉 08008 Barcelona Phone: +34 93 414 7554 Fax: +34 93 209 8380 Contact: Xavier MestresCheshire (UK)Booths Park. Chelford Road, Knutsford, Cheshire WA16 8GSPhone: + 44 (0)1565 759890Cell: + 44 (0)7900 472 920Contact: Arthur Moan