Stories | e-satisfaction.com

Expanding business and expertise from and to Israeli startup community

Author: I. Papikas, Senior Product Manager, e-satisfaction.com

First day is already gone and we already feel like we gained about a month of accumulated knowledge from the experts and known companies in the Israeli start-up community.

What am I talking about? The DLD Tel Aviv Innovation Festival of course, which takes place in Tel Aviv this September, like every September, to gather entrepreneurs, startups, companies and investors from all over the world to meet, grow their network, make partnerships and synergies and even invest or get funded.

I am in DLD Festival representing e-satisfaction.com that has been invited by the Embassy of Israel in Athens, Greece to be a part of the Greek Delegation in the conference and supported by the Hellenic Entrepreneurship Award. I am here with Greek promising startups that have been sent to exchange expertise with the local startup community and understand what makes the Israeli community so successful. During this trip we have the opportunity to understand how Israel manages technology and how companies in Israel work together with Universities, Public sector, Military and many other giant companies to allow sustainable growth which overcomes Greece’s by 40%.

The Culture

The very first thing that we learned on our very first meeting in Tel Aviv was about the unique culture of Israel and their entrepreneurs, an asset which makes them compete with the top startup cultures in the world, very close to the ones in Silicon Valley. And what is the key value of their culture? They call it chutzpah, a word that describes the courage, the strength, the stamina and the nerve to question almost everything around them, from military rankings to new technologies and processes. This attitude is what drives them further and further towards their goals, or faster and faster to their failures so that they can start up again. Work fast, fail faster is serious and we should never forget it.

Another characteristic that drives them, their curiosity, knowledge and expertise is the power of sharing. They believe in information sharing inside their ecosystem in order to help themselves grow fast and big. They call it Firgun, which describes genuine, unselfish delight or pride in the accomplishment of the other. They are willing to tell their story with everyone that is willing to hear, share mistakes and save others from doing them again, but also to share successes so that everyone can succeed as a team.

If you want to go fast, go alone.

If you want to go far, go together.

The Business

During our visit in our first day, we managed to book a private presentation of one of the most successful startups in Israel, Similar Web.

Similar Web, a unique Website traffic data analysis service that powers startups and companies with their freemium model of providing the right analytics for any website in the world helping everyone to understand the business, the market and the effect of actions in the future by observing the past, the present while they deal with the trends of the market.

We learned what it takes to really have a secret weapon in your armory, power up your entire intelligence and innovate. So, if you think that you have this something special, take it to the world for a show-off. And then iterate, iterate and iterate until you make it right.

In this meeting, I realized the amount of attention that we have to give to our customers, and their customers so that we can keep everyone happy, pleased and in the loop. You have to take care of the customer from their very first step and for every step of their way. Keeping current customers can be much more expensive than acquiring new ones, but if you do it right and strategically, you will succeed big time.

Finally, growth and culture are two things that can easily stand against each other, when in rapid growth and continuous hires. If there was one thing that got into me, this is: Hire slow, fire fast. Relocate and let the team play along at the same place.

Conclusion

I would like, now more than ever, to quote Ghandi and allow me to simplify it and keep it short:

Be The Change You Want To See In The World

Change within and make the world a better place.

Mobile popups and interstitials, maybe it is time to optimize

According to Google, interstitials used in mobile sites should NOT be making content less accessible. Read more about Google’s guidlines for interstitials and which improvements e-satisfaction made to its interstitials, according to the newest trends!

Pop up windows and intertitials are used more and more to achieve a bunch of multiple goals in e-shops and websites, such us mailing list subscriptions, inbound lead generation and Facebook fan page expansion, but it seems that for mobile uses this kind of tactic should be dropped.

Google recently announced in its official blog that “To improve the mobile search experience, after January 10, 2017, pages where content is not easily accessible to a user on the transition from the mobile search results may not rank as highly.”. We knew that Google is quite serious about mobile and cares a lot about UX, thus Google wants to make sure that all content is easily accessible on mobile devices and, the use of interstitials usually make content tougher to access.

What does this mean?

The general rule of thumb is that any intertitial used in mobile sites should NOT be making content less accessible. Examples of such intertitials are shown bellow (source)

These types of pop ups, do annoy users and do get penalized by Google, when displayed in mobile. However, not all pop ups and intertitials are bad. There are certain types of interstitial that Google will not penalize, and these can be seen in the following image (source):

These interstitials are legitimate as they do have a reason to be displayed and this is why they are treated differently from Google. In general, the types of interstitials that Google is ok with are the following:

Pop ups and banners that take a “reasonable amount” of the screen
Windows that are used to inform users on cookies or other legal issues
Login screens or payment process pop ups
Windows that appear when someone clicks on a link or button

Are e-satisfaction questionnaires ok with this?

The good thing about e-satisfaction is that the primary way to integrate checkout questionnaires is to embed it in the content, so in the checkout phase, there is no problem with Google.

However, in browse questionnaires we did have an issue. The way that e-satisfaction is displayed can be seen in the following snapshot.

The issue in this case is that Google might consider the amount covered in this screen is not “reasonable”, so we proceeded with the following two improvements that are already available for you to use:

You can determine when to present a browse question to the visitors of your site, thus making this pop up appear on specific users and under specific conditions. You can learn more about how to set this up.
You can set up the question to be initially minimized and let users determine if they would like to provide feedback.

Conclusion

If we had to make one recommendation is to use only intertitials that do play an integral role in your strategy and we believe that e-satisfaction is an integral part of a human oriented strategy, so we are optimizing it for you. Do not overuse, do not over-push and always respect the customer journey of your customers. The overuse issue for Google is quite new but we will still have to wait and see what the future holds, so take some time now to make you site more and more friendly to mobile users and have all the above in mind.

If you want to discuss more about this issue or learn more about e-satisfaction, we would love to arrange a call with a member of our team.

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How to Increase Revenue From your Loyal Customers

It took 50 days for Maison Marasil to have 118 new orders and 3% revenue increase by using e-satisfaction’s Refer a Friend mechanism and without spending extra money on a referral program.

Leverage with Refer a Friend Campaign

The Maison Marasil – Fragos S.A. company, which operates in the children’s clothing industry, in collaboration with e-satisfaction, created a campaign with the aim of rewarding satisfied customers and also attracting new customers in maisonmarasil.com (Refer a Friend campaign). The campaign yielded pleasant and encouraging, for other e-shops as well, results.

Objective

The Refer a Friend campaign has the objective of rewarding the satisfied customers of Maison Marasil and especially the ones that would recommend the e-shop to their friends and colleagues (the so-called promoters). E-satisfaction targets this segment of loyal customers through Net Promoter Score metric (known as NPS in international references). A 5% discount coupon acted as a motive for their next purchase and also resulted as a reward for the customer.

Another objective of this campaign was, to create a new path that will attract easily and quickly new customers to the e-shop, by providing them with a 5% discount coupon for their first purchase.

Automations

This campaign is displayed only to the customers of Maison Marasil that are willing to promote the e-shop to a friend or colleague. Namely, these clients had rated with 9 or 10 (in a scale out of 10) the following question “How likely are you to recommend our e-shop to your friends or colleagues”.

After the completion of their order, the customer-promoter can fill in the e-mail of a friend in order to receive automatically two different newsletters with unique discount coupons of 5% discount for their next purchase.

Results

The Refer a Friend campaign yielded remarkable results and created new paths for both Maison Marasil and e-satisfaction, as resulted in just 50 days of function in bringing 118 new orders, by
using e-satisfaction’s free marketing mechanism!

In more detail, from the 1.020 customers who viewed the campaign, 359 clicked on it (Conversion Rate 35%). Furthermore, the 118 new orders resulted in the following:

Increased average number of items per order
3.1% increase in turnover was achieved!

What is e-satisfaction?

e-satisfaction is the #1 Humanized Marketing Platform for e-Business that combines customer feedback with actual automated marketing mechanisms that aim to recover or retain your customers. e-satisfaction is used by hundreds of e-businesses, helping them to go one step closer to customer centricity.

Click here to create your FREE acount

Recover your Unhappy Customers and Increase their Happinness

Leverage with a Customer Recovery CallBack Request! Act immediately to recover unhappy customers and increase their happiness!

Learn how your e-shop can leverage from a Customer Recovery CallBack Request

The Challenge

At the moment, e-commerce is growing very fast and more than 75% of consumers shop online. However, the absence of physical contact between an e-Business and its customers can create several misunderstandings that may result in losing customers.

e-satisfaction’s Solution

To overcome this challenge, e-satisfaction recommends the activation of a Customer Recovery CallBack Request campaign.

This campaign is set in action only when a dissatisfied customer is detected. These customers have rated with 1-6 (in a scale out of 10) the following question “How satisfied are you with our e-shop?”.

After the successful completion of the Check out and/or the After Sales questionnaire, instead of thanking customers for their feedback, an e-shop can ask from its dissatisfied customers to fill in their telephone number and their preferred time to be contacted.

Having these valuable data at hand, an e-shop is found at the privileged position to identify and call their dissatisfied customers with the aim of resolving any possible misunderstanding or small mistake.

With e-satisfaction’s solution e-shops have the opportunity to recover their dissatisfied customers and take immediate action to convert them to happy and loyal customers.

Results

Many e-shops have already activated the Customer Recovery CallBack Request to gather valuable data about their dissatisfied customers and tried to improve their e-Business.

Results were more than encouraging, as on average the Customer Recovery CallBack Request was seen from 1645 people and 155 customers provided their contact information, creating a 9% Click Rate.

By immediately contacting their dissatisfied customers any misunderstanding or small mistake was resolved and customers’ happiness was increased!!

What is e-satisfaction?

Start today, discover the power of your customers and LEVERAGE from a campaign that aims to recover unhappy customers (Customer Recovery CallBack)!

Click here to get started

On line Pharmacies: They lose customers mainly due to bad Customer Service according to e-satisfaction.com

The online pharmacy industry has been experiencing a vast growth over the past few months, as many consumers transfer their purchases on line. However, according to data collected through e-satisfaction.com from 23 online pharmacies & more than 58.000 user experiences, disappointed customers that will not buy again from a store, state that bad […]

The on line pharmacy industry has been experiencing a vast growth over the past few months, as many consumers transfer their purchases on line. However, according to data collected through e-satisfaction.com from 23 on line pharmacies & more than 58.000 user experiences, disappointed customers that will not buy again from a store, state that bad service is the key issue.

More specifically, examining consumer responses after order shipping, the percentage of the consumers that are either disappointed or would not recommend or would not buy again from the on line store are 20,81%. Moreover, these disappointed customers rate the on line pharma store with 4,32 out of 10 in Customer Service & 4,49 out of 10 the shipping time.

Based on the above, one would ask whether investing only in fancy web sites & digital acquisition marketing is correct. Of course, the answer should include the need of investing in customer insights, retention & leveraging word of mouth. Therefore, the focus in customer centricity is the base to safeguard growth.

What is e-satisfaction?

Click here to start