Customer Experience Management Best Practices and Our Recommended Maturity Model
For the past decade, Tealeaf has worked with hundreds of leading organizations, across many industries, to help optimize their online customer experience. In the process, we’ve developed best practices based on the knowledge gained from these successful implementations. To help impart this knowledge in a manageable way, our team has developed specific Best Practices offerings that will reduce your learning curve and get you up to value as quickly as possible.
These Best Practices offerings follow a maturity model that you can use to optimize the full potential of your Tealeaf investment. So, whether you’ve been a customer for just a few months, or many years, you can now leverage the maturity model to develop your customer experience management initiatives and chart a roadmap for success.
Best Practices Offerings
The Best Practices offerings outlined below can be applied toward any of your Professional Services days, or they can be purchased separately. For a detailed overview of these offerings, download the Best Practices Overview datasheet.
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Tealeaf Best Practices Offerings
Interact with the above diagram to learn more about Tealeaf Best Practices
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Tealeaf Assessment
Not just for new customers, the Tealeaf Assessment can be utilized at any time to benchmark your current Tealeaf solution and usage model. Your Best Practices consultant will evaluate your business goals and opportunities, and work jointly with your team to create a roadmap that will align our Best Practices offerings specifically to your needs.
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Customer Experience Investigation
This offering will help you begin to leverage Tealeaf for examining customer experience issues and determining their business impact. You’ll learn how to find common patterns among sessions, identify unknown site issues or validate suspected ones, begin to investigate the business impact, and prioritize site improvements accordingly. You’ll begin to see your site in a whole new way — from the customer’s perspective.
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Monitoring Known Issues
Now that you’ve implemented Tealeaf, how do you gain rapid ROI? We’ll show you how to achieve significant value just by tracking and resolving the known issues occurring on your site — everything from error messages and bad status codes to slow page performance. By taking a proactive approach to finding and quickly resolving these pesky site experience problems, you will improve customer success rates and, ultimately, your online business.
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Monitoring Site Processes
Conversion and task success rates are the lifeblood of a successful online business. As such, Tealeaf will teach you how to define the key task completion rates for your site and define what constitutes a significant change to these rates. Most important, Tealeaf will help you put processes in place for investigating significant changes, so you can go from simply knowing there may be site experience problems to discovering exactly what those problems are. This insight will allow you to make better site optimization decisions and limit the number of customers negatively impacted by any given issue.
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Measuring Customer Experience KPIs
Ebusiness leaders know that there are a number of factors beyond simple technical problems that affect their customers’ online experience, and impact their ability to retain these customers or sell to them. In this engagement, Tealeaf will work with you to set up Key Performance Indicators (KPIs) that will help you to understand where customers are struggling on your site. Example customer experience KPIs include watching for known bad behaviors, such as a customer re-starting the checkout process more than twice, or known bad experiences, such as a customer seeing a re-priced itinerary on a travel site. Proactively monitoring these metrics will allow you to analyze real customer behavior and uncover unexpected problems that are negatively affecting your online business.
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Advanced Business Impact Analysis
With limited time and resources, many companies struggle to prioritize site issues based on business impact. In this offering, we’ll teach you how to build a business case for each issue by investigating the following questions: When did the issue start? How many visitors per day were affected? What is the impact on conversion rates? What is the cost of fixing the issue compared to the lost sales/profits? With the insight you gain from Tealeaf into every site issue, you’ll be able to accurately prioritize your site optimization activities and invest your resources where they will make the biggest impact to your business.
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Voice of Customer Investigation
More and more companies are taking advantage of Voice of Customer (VOC) survey products in order to get qualitative customer experience feedback. But many ebusinesses struggle to confirm and build a business case around specific feedback. The goal of this offering is to show how to take full advantage of your Tealeaf and VOC integration. It’s certainly valuable to be able to replay Tealeaf sessions from survey respondents in order to better understand the context of their feedback. But in this engagement, you’ll learn how to make VOC feedback actionable — by using Tealeaf to validate the problem (how many other customers experienced the same experience) and to calculate the business impact of a given issue so that you can prioritize site problems effectively.
