Reduce Customer Effort
A proven method to increase customer loyalty
Grapevine6
Eliminate Friction and Increase Customer Engagement
The numbers show us that customers love it easy: 94% of customers that find it easy to do business with you are going to buy again and 88% are willing to spend more.
Whereas if you make life hard for them, more than 60% will stop buying from you and will look for a replacement. Reducing friction is one of the easiest ways to get your customers more engaged.
Companies that use Customer Effort as a differentiator see their NPS score increase, as engaged customers are more satisfied and willing to recommend.
Less Effort, More Customers
Focus on easy customer experiences
Effort can be measured at the process or touch point level, at brand or product level or throughout the entire customer journey. EAS collects both implicit and declarative data and calculates an effort score for the entire customer journey and individual scores for each of the studied processes, touchpoints, brands or products.
Buyer Brain’s EAS robust methodology is grounded in decades of research in neuroscience, psychology and behavioural science and provides actionable insights that you can apply right away.
How does it work ?
Buyer Brain’s Effort Assessment Score (EAS) takes the current methodology of measuring customer effort to the next level. Our neuroscience-powered, online platform measures Effort across 4 dimensions.
Time Effort
The amount of time people spend when they want to buy something or solve an issue.
Cognitive Load
The amount of mental energy required to process a certain piece of information.
Physical Energy
The amount of energy spent when people need to go to the store or company branch
Emotional Impact
The emotional valence of the cumulative and subjective interpretation of events.
SOLUTIONS
Removing Customer Friction
Traditionally, the points of friction on a customer journey are identified by asking customers for their feedback, observing their engagement and mapping the customer journey etc. Now you can do that in record time, and more intuitively, with Effort Assessment Score (EAS). This tool measures the friction experienced by your customers at every level of interaction with your company, determines if improving it should be a priority or not and how it impacts your business, and finally, it delivers actionable recommendations to improve customer experience on key pain points.
Increasing Customer Loyalty
A reliable and accurate method of determining which touch points, channels or experiences need to be improved, redesigned or just implemented differently, is ensured by cutting-edge neuroscience tools.
Take for example, a Neouro loyalty solutions which makes use of them conjointly to extract meaningful and actionable customer insights that businesses can use right away.
Building Employee Engagement
With our neuroscience-powered People Engagement Solution you can start crafting and implementing personalised internal engagement strategies that rely on accurate, deep and unbiased employee insights. Buyer Brain’s 360° Methodology for People Insights, organisations will increase retention rates, create a pipeline for future leaders, empower middle management, create long-lasting feelings of attachment.
Our solution also looks at the effort or pain that employees go through in order to achieve their daily tasks or long-terms professional goals within a company. This friction is usually the result of the organisational processes or steps that need to be taken, which can create a hostile working environment. But with our solution, we can diagnose fast and accurately
Virtual Shopper Journey
It is an interactive virtual reality platform that measures shopper behavior and emotions, as well as eye movements and in-store purchase path.
Virtual reality is the closest to real life setting that one can get in a lab, because it is immersive and allows people the freedom to choose their own paths. We are now applying it to market research and we added the neurometrics layer on top, in order to get deeper insights into consumer behavior. Find out how this works with a step-by-step infographic.
Customer Journey Mapping
Customer Journey Maps are a great way to visually depict the steps your customer goes through, while engaging with your company.
A customer journey map also gives the company an understanding of which are those touch points that enhance the experience and which are the ones that detract from the experience and thus the customer engagement.
For more info please access this link.
89% of top sales professional considering networking platforms as very important to closing deals, this number is expected to grow beyond 95% in 2020 through new digital technologies and community developments
Social Selling Business Case
Our practice continues to transform business change leaders with the necessary tools, resources and techniques to deliver social empowerment. Studies continue to show that 56% of top in sales leaders establish prospect engagement management to drive revenue leadership.The Marketai method blends Human Centric Sales Excellence into Prospect Engagement Management for critical monetisation of products and services.
We expect each of the people we train in social selling to be able to make (if they do what we say) at least one additional meeting per week. Let’s assume that 4 of those meetings turn into proposals and you close 1 of those proposals. That means you are closing one additional deal per quarter. If your average deal size is $100,000, then each sales person is closing an additional $400,000 per year. The sales team of 10 will create $4 million additional revenue per annum. This isn’t a one off, this is every year. Forever!