Customer Journey

Customer Indecision Part 1: Increasing conversion and enhancing the customer experience when selling complex product

bmetric Explore is a series of posts, each written to explore various industry-specific topics in relation to the customer journey, online engagement, and the contact centre. How do brands maintain the competitive edge when dealing with a complex product and close competitors? Operating in a competitive market is a constant struggle to stay agile and…
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Unspoken Insights: Unite website & contact centre to hear what isn’t said

bmetric Explore is a series of posts, each written to explore various industry-specific topics in relation to the customer journey, online engagement, and the contact centre.   “The most important thing in communication is hearing what isn’t said.” This quote, by Peter F. Drucker – Management Consultant and well-renowned ‘business thinker’– is often cited to…
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Make Website & Call-Centre Play Nice

The path to purchase is far more complex than ever before. Especially when two departments share the same goal – ie. to make a sale or provide customer service. Websites are the storefront of modern commercial companies, built to handle everything from sales to service; the call-centre is supposed to enhance that experience, because of…
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Navigating The Newspaper Reader To A Paid Subscriber

The relation to a certain news outlet heavily affects people’s likelihood of subscribing. There is a big difference between having come across one topic of interest (or article), to see the need to pay a given source for providing continuous news.     Christoffer Knudsen, Head of Customer Services at bmetric, gave us further insights…
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Achieve a 23% increase in sales by only engaging with 2% of your visitors

Online engagements continue to be one of the most effective and proven ways to generate leads, collect email permissions and nudge visitors towards a sale. This is why world leading companies are focusing on online engagement more than ever before. But many companies face challenges on implementation. Rather than adding value, pop-ups, slide-ins and engagements…
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Do pop-up’s still work? Here is what you need to know

Overlays can be extremely effective when implemented appropriately. Relevant pop-up’s shown to the right visitor at the right time produce results. One survey found that: [tweetthis]70% of Internet users are annoyed by irrelevant pop-up ads.[/tweetthis] This is key to understand. Users are annoyed because these ads are intrusive and irrelevant. Tech giant Google has gone…
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