Improving the online customer experience and conversion process is by no means an easy task. Particularly when you have a number of offline customer channels and touch points which drive or support the online business model.
Customer Conversion Architecture™ is a unique process designed to extract the customer insights needed to improve the online business channel. Additional View’s research and consulting methodology takes into consideration three very important drivers of the online customer conversion process:
- Online consumer behavior,
- customer experience.
- customer feedback measurement.
The Customer Conversion Architecture research methodology is designed to deliver measurable improvements in online conversions, customer satisfaction and bottom-line results.
What is a conversion?
A conversion is determined by your online business objectives and could be one of many tasks consumers need to complete to achieve their end goal. Typical online conversions might include the purchase of product or service from a shopping cart, filling out and submitting online forms, subscribing to a newsletter, or helping customers find information quickly and effectively.
Why Architecture?
A customer interactions with a business or organisation generally involves many contact moments with the businesses points of customer contact. Touch points can be either online or offline, such as a business branch, outlet, third party, email, phone, or any number of contact mediums. Architecture in this context is about planning, designing, and measuring customer contact as a process to achieve as set of predefined business or organisation objectives.
