Posts by Mark D. Hall
Seasoned Voice of Customer (VOC) Insights, Customer Experience (CX) and Conversion Rate Optimization (CRO) professional. Mark raises the revenues and customer loyalty of E-Commerce and SAAS-based brands by finding and fixing the ‘holes’ in their customer experience. For over 20 years Mark has worked with a wide range of clients, including AT&T, AutoZone, American Express, Delta Dental, Kaiser Permanente, Denon, Edmunds, eDriving, SpyTec and The California Lottery. Mark holds a B.S. in Engineering from the University of Washington, and an M.B.A. from the University of Colorado. When not working, Mark enjoys playing tenor saxophone, mountain biking, reading and watching soccer. Read his blog, connect with him on LinkedIn or follow him on Twitter
Answering the real questions your customers are asking can form an important part of your customer retention plan. Customers have questions. You have answers — or so they hope! By leaving any key questions unanswered, you risk: Your prospects bailing …..
For digital marketers, it’s the actions (or lack thereof) that our customers take that speak the loudest. The latest neuroscience research is crystal clear: it’s our emotions, not our intellect, that drives our decisions. As Nobel Prize-winning behavioral economist Daniel’s …..
To sell products online, your e-commerce website content needs to be persuasive. Here are three metrics to measure whether it is. We all want to be persuasive, don’t we? To influence others, to get stuff done. Most of us readily …..
You should strive to add concierge-level service to your e-commerce website’s user experience We all want to be cared for. On a business trip to Winnipeg, Canada, Michael Scott’s character in the popular sitcom ‘The Office’ is over-the-moon excited to …..
If you’re not measuring what happens after your visitors buy, you’re missing the additional revenues that these metrics drive Many e-commerce stores seem to have a ‘one and done’ approach. They focus all their time and marketing dollars on getting …..
Digital marketers need experience-based metrics If you’ve been a digital marketer for more than a quarter, you know your key performance metrics by heart – things like Cost Per Acquisition (CPA), Marketing Qualified Leads (MQLs), Return on Ad Spend (ROAS) …..
It’s important to follow best practices when presenting your user tests findings to your stakeholders and colleagues. Here’s how to do this. You’ve done all the logistical work — creating user profiles, recruiting representative users, running your test, and collecting …..
There’s no more direct source when it comes to customer research than the human brain and the physiological signals it gives out as it experiences things One truism that I’ve learned over my years in digital marketing: the closer to …..
Predictive Analytics are your ticket to higher revenues In case you haven’t spent much time with web analytics, I’ll start by giving you this definition of predictive analytics (PA), courtesy of Wikipedia: ‘Predictive analytics is an area of statistics that …..
Social video shares are king, making video one of the most powerful marketing tools in your arsenal In case you’re not yet convinced how dominant video is on the internet landscape, here’s some compelling data. According to 2017 Cisco projections, …..
