A creative evaluation
Could the creative work better? Is there a strong call to action, clear product details, the right tone? Are there enough ads? Is there enough testing? Is attribution in place and is it working?
What happens when a customer calls?
We undertake ‘mystery shopping’ to test the customer journey at every step. Is it straightforward? Is it a pleasant experience? Is the website easy to navigate – can customers find what they want?
How does the website perform?
We audit the site and analyse the flow/function. Do codes work where they need to. We look at conversion rates and bounce rates – is data captured successfully. Is the process seamless?
Customer service experience
We create a customer survey and analyse results. Do customers recommend you, buy again? We monitor response times and customer communications, testing the handling of a difficult customer: is your problem solving/complaints procedure efficient?
We examine the product expectation versus the package that arrives in the home. (creative is important here). We evaluate customer satisfaction and review the returns/exchange/refund experience. Is the system robust?
Is the strategy efficient? Is there a clear relationship with the customer; is the customer valued? Is the customer pipeline maximised e.g. are customers fed further/regular offers via an ongoing dialogue? Is repeat purchase encouraged?
Finding more customers
What strategies are in place? Is there regular profiling? Are you constantly building on success? Your existing customers are likely to be a fast and highly cost effective way of generating further sales as their friends are typically of a similar profile.