Vlog: Customer Insights Weekly | W4

 

Our Customer Insight Consultant Julie presents you with learnings from the behavioral customer insights we have gained for our clients in the past week.

On websites with large amounts of information, such as public institutional websites, navigation is key. Your customers need to know where they are and where they are going. In the video clip, a citizen tries to volunteer online for an event. On the first navigational level, he is presented with main categories and their most popular subpages.

After the citizen has selected a main category, he is suddenly presented with subcategories, and not the most popular subpages. Because of the lack of consistency and the citizen's expectation to see different options he gets confused.

What have we learned from this? We have learned that with large quantities of information it is essential to create a transparent and consistent navigational hierarchy.

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Topics: Knowledge & Insights, Weekly Vlog, Customer Insight, Video

CASE: The VELUX Group ensures customer satisfaction

 

The VELUX Group is an international company with sales companies in more than 40 different countries and manufacturing companies in 10. Specializing in roof windows and modular skylights, the Group offers a range of sun screening solutions, roller shutters, blinds and more.

We met with Lene Alice Bate, Customer Experience Manager at The VELUX Group, for a talk about the group’s continuous customer involvement in the development of its Blind Shop.

In collaboration with UserTribe, the VELUX e-Business department has run customer sessions in the UK, Germany, Denmark, and France to examine the performance of its current Blind Shop.

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Topics: case, Customer Experience, customer satisfaction, CX, customer engagement

Vlog: Customer Insights Weekly | W3

 

Our Customer Insight Consultant Julie presents you with learnings from the behavioral customer insights we have gained for our clients in the past week.

There is a tendency for an increased use of search as a primary navigation tool. For the same reason, it is paramount to the functionality of your website that your search engine is intelligent. As seen in the clip, your customers will not always know exactly what they are looking for - or how to spell it. In this example, several customers misspelled "penicillin", which prevented them from finding precautions for the drug.

An intelligent search engine is a way to guide your customers. If your customers cannot find what they are looking for, they will try to change their strategy; a change in strategy leads to frustration, and it is at this point you risk losing your customers. Today's learning is: An intelligent search engine is a way to help your customers utilize the full potential of your website.

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Topics: Knowledge & Insights, Weekly Vlog, Customer Insight, Video

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