![]() ![]() Perx ties the two together, making every customer interaction with your brand easy, fun, and part of a larger plan to drive revenue. User experience (UX) is how easy the environment your users interact within makes completing various actions. CX + UX = SuccessĬustomer experience (CX) is the journey, touchpoints, and milestones your customers progress through via engagement with your brand. Every Aha! moment reinforces your value to the customer and encourages them to keep engaging with your brand, performing actions that directly correspond to increased revenues. When nurturing customers through multiple micro-experiences leads to Aha! moments, brands never miss a chance to interact with customers and drive revenue-connected actions. This “Aha!” moment is when the customer realizes and understands the value of your product/service, and becomes both more loyal to your brand (and more likely to share it with or recommend it to others). When the customer is wowed repeatedly, they can experience an Aha! moment. Every action they perform and every reward they receive helps to establish the lifestyle ecosystem you are building. This could be a special offer, extra points that can be banked toward a tangible reward, or a discount code. ![]() When they complete the desired action, they receive another reward or incentive. It could even be agreeing to take a short, two-question survey that provides your business with beneficial data on consumer wants, needs, or behaviors.Įvery trigger event provides the opportunity to wow the customer again. Perhaps it’s clicking to compare rates for their insurance coverage. Maybe it’s just playing another game round. For a retailer, you could award points when they click to view the day’s deals.Įvery Aha! moment reinforces your value to the customer and encourages them to keep engaging with your brand, performing actions that directly correspond to increased revenues.Įach wow moment provides an opportunity to encourage a customer to perform a trigger event. For a bank, you might provide a stamp every time your user checks their balance. ![]() In gamification, this can mean giving them a free powerup for the next game round or extra points just for logging in. So, what is a “wow” moment? It is when you offer a pleasant surprise for your user and exceed their expectations, even in a small way. Gamification delivers instant gratification through hyper-personalized rewards through customized engagement mechanics that drive the customer journey from one micro-experience to the next.Įach touchpoint provides an opportunity for customer engagement and a wow moment. Brands must then work to restart a customer journey or create a new one.īy creating a road map that anticipates and proactively encourages customer behaviors, brands can continually prompt engagement and keep the customer journey active, leading to more and repeated conversions. When a customer’s journey ends, so does their engagement with the brand. From Wow to Aha! and BeyondĬustomer journeys consist of multiple touchpoints. How many users get up, check Facebook, and maybe play a round or two of a game on the platform before work? Facebook has become part of their lifestyle. Monthly active users are important because they are consumers you can reach through lifestyle marketing. A brand like Facebook has a (self-reported) MAU ratio of 50%.Įach wow moment provides an opportunity to encourage a customer to perform a trigger event. A 20% ratio is an acceptable range for many industries. The higher the percentage, the more people your brand is reaching consistently (stickiness). The relationship between these two numbers - DAU divided by MAU - provides the MAU ratio. Your monthly active user (MAU) number measures how many unique users were active at least one time within the one-month window. Your daily active user (DAU) number counts how many unique users were active in the span of a single day. The effective reach of your brand is determined by the number of active users measured over time. Your MAUs (Monthly Active User) are your most interactive customers, but if you are not providing them with continuing opportunities to engage, you could be missing chances to convert.īy creating a road map that anticipates and proactively encourages customer behaviors, brands can continually prompt engagement and keep the customer journey active, leading to more and repeated conversions. Building a strong MAU base is crucial to growing your brand.
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