Your best conversion (and SEO) resource

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Your best conversion resource may be just one person, or an enormous group of people. Perhaps you are a tiny company with an admin who answers the phone (or you answer it yourself). Perhaps you are Lands’ End, with a room the size of a football field, filled with CSRs talking to customers. Either way, you have an amazing resource that you may not have tapped.

Your customer support staff knows what keywords people use when they call, looking for a product. They know what products customers love. They know what things about your website drives customers crazy (both crazy good and crazy bad.) They understand why people can’t convert and abandon carts, preferring to pick up the phone.

Hey, I did it when I made the reservation for Starwood Hotels. I already blogged once about the problem with that shopping cart, but the really awful problem was, the cart didn’t recognize my Starwood number, which I had cut and pasted from Starwood’s email. “Oh, it always misbehaves on the weekends,” the CSR told me. Well gosh, why doesn’t her boss ask her opinion?

Not that long ago, I was working with a customer on some multivariate testing. “Why don’t you ask the customer service reps what they think needs to be fixed?” I asked. “We’re really good about being an inclusive company,” he replied (and they are, they just won an award for some kind of inclusiveness.) But after he asked them, he was suddenly snowed with ideas from the front lines.

Not only will your admin or your customer service reps have a lot of ideas (free for the taking) — they will probably love that you asked for their help. Oh sure, someone will say, “That’s your job, not mine.” But I bet that for every one person who has that attitude, ten more will be flattered that you care. Just about everyone likes to know that they make a difference.

I sure do.

Robbin Steif

Our owner and CEO, Robbin Steif, started LunaMetrics twelve years ago. She is a graduate of Harvard College and the Harvard Business School, and has served on the Board of Directors for the Digital Analytics Association. Robbin is a winner of a BusinessWomen First award, as well as a recent Diamond Award for business leadership. You should read her letter before you decide to work with us.

  • http://www.water-pumps.org Lucie

    That’s so true.
    I’m currently helping a friend of a friend who has a relatively new start up Co and will be guiding her through the design process as well as getting going on seo and web analytics. (*marketing ‘budget’ is non existent….)
    The product is currently being sold in 4 major dept stores here in London so it was really enlightening for me to be able to go along, buy it to try it out and also speak with the customer service assts as well as manager to find out what kind of questions people were asking.
    It was really enlightening – for one thing, I’ve found out faqs (my ‘resolving doors’!) but also – and this was particularly useful – seeing how the product was placed on shelves gave me a clear idea of who the competitors are and also (courtesy of the buyer and customer service mgr) why ‘our’ product was not selling as much as it could vs the others and what we should be doing (which our competitors are)
    As you say, very, very useful.
    Lucie

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