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Copy of To Keep Your Customers Keep It Simple

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by

Paul CHENG

on 6 January 2013

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Transcript of Copy of To Keep Your Customers Keep It Simple

To Keep Your Customers, Keep It Simple How to keep your customers ? How to make customers sticky ? Corporate Executive Board’s multiple surveys How to make decision simple ? Aiding navigation Big data and sophisticated analytics Building trust Trusting the information gathered Making it easier to weigh options 4 Cs for diamonds Example for putting it together Keep it simple Haul video Walt Disney world moms panel Build cadres of trustworthy advisers rather than simply developing recommenders who will push the brand To help customers feel confident about their choice To provide tools that allow customers to identify and weigh the features that are most relevant to them Herbal Essences
online decision guide Minimizing the number of information Personalizing the route Detailed exchange with users On what stage Search terms TurboTax Live Community Isn’t cherry-picking its reviews A “help me choose” function The single biggest driver of stickiness, by far, was “decision simplicity” Decision simplicity index How easy it is for consumers to gather and understand (or navigate) information about a brand How much they can trust the information they find How readily they can weigh their options
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