This is important for identifying
Posted: Tue Jan 21, 2025 6:21 am
Criticality of a point or channel. Here you need to establish how the result will change if a specific point or channel is ignored. Describe what happens when individual points are skipped. the most critical points that have a direct impact on the final result.
Barriers. List all the possible obstacles that users may encounter at a particular point. Don't ignore even the rarest situations.
Options for Removing Barriers: Identify measures that can be taken to optimize the path and reduce barriers.
Conversion and ROI of optimization. Calculate the number of customers who reached this point relative to the number of customers who moved on to the next point. Ideally, the coefficient will be equal to 1, that is, all customers will move on to the next stage. In reality, the coefficient will probably be different, but with the help of conversion, you can calculate poland email list the economic effect of lowering the barrier. For example, by setting the percentage of conversion increase after lowering the barrier and tracking this conversion until the moment of purchase, you can accurately determine the profit from optimizing a specific point. If you additionally estimate the costs of lowering the barrier, you can calculate the volume of return on investment (ROI coefficient). Knowing the ROI, you can estimate the real benefit from optimization.
Additional KPIs. For example, you can calculate the retention rate or the repeat purchasing rate, etc. You can set a variety of KPIs that will help you characterize the quality of interaction at a given point in as much detail as possible.
Psycho-emotional state of clients. The necessary information can be obtained from customer reviews and complaints, through anonymous surveys and interviews. The collected data will help to find factors that require special attention.
Step 3: Identify Responsible Persons
Now, for each point and each channel, you need to determine the employee or group of specialists who are responsible for interaction at a specific stage. Be prepared that this stage can be quite difficult. For example, in a large company with non-transparent business processes, there may be difficulties in finding the truly responsible persons.
Barriers. List all the possible obstacles that users may encounter at a particular point. Don't ignore even the rarest situations.
Options for Removing Barriers: Identify measures that can be taken to optimize the path and reduce barriers.
Conversion and ROI of optimization. Calculate the number of customers who reached this point relative to the number of customers who moved on to the next point. Ideally, the coefficient will be equal to 1, that is, all customers will move on to the next stage. In reality, the coefficient will probably be different, but with the help of conversion, you can calculate poland email list the economic effect of lowering the barrier. For example, by setting the percentage of conversion increase after lowering the barrier and tracking this conversion until the moment of purchase, you can accurately determine the profit from optimizing a specific point. If you additionally estimate the costs of lowering the barrier, you can calculate the volume of return on investment (ROI coefficient). Knowing the ROI, you can estimate the real benefit from optimization.
Additional KPIs. For example, you can calculate the retention rate or the repeat purchasing rate, etc. You can set a variety of KPIs that will help you characterize the quality of interaction at a given point in as much detail as possible.
Psycho-emotional state of clients. The necessary information can be obtained from customer reviews and complaints, through anonymous surveys and interviews. The collected data will help to find factors that require special attention.
Step 3: Identify Responsible Persons
Now, for each point and each channel, you need to determine the employee or group of specialists who are responsible for interaction at a specific stage. Be prepared that this stage can be quite difficult. For example, in a large company with non-transparent business processes, there may be difficulties in finding the truly responsible persons.