The ROI of Customer Satisfaction: Royal Canadian Mint Case Study

Big thanks to Robb Collins from the Royal Canadian Mint, Bill Zujewski from ATG and our own Kevin Ertell for the great webinar last Tuesday. Royal Canadian Mint shared a case study about how they use voice of customer analysis to build the business case for a redesign and adoption of an improved e-commerce platform. The improvements led to a 22% increase in online revenue and a 25% increase in customer satisfaction during one of the toughest holiday seasons in years.

If you couldn't make the webinar, you can watch the recording.

It's definitely worth a look if you're thinking about how to invest in areas of your website with the most ROI and how to measure the impact of the website on multichannel sales. 
 
Would love your feedback if you were able to attend or watch the recording after the fact.

 

Comments

[oregon scientific thermometers]

More and more government websites are unmanageable. The sheer size and number of websites are vastly greater than the human resources available to manage them. Recently, I spoke to a government agency that has a total of 600 employees. It has 100 websites; 1 for every 6 staff members.

[Green screen backgrounds]

The Royal Canadian Mint has released a range of gold and silver coins over three years in preparation for the Vancouver 2010 Winter Olympics and Paralympics. The official collection, to be permanently displayed at the Olympic Museum in Lausanne, Switzerland, includes the Vancouver 2010 circulation coin collection, the Vancouver 2010 $25 sterling silver hologram collector coin collection, the 2010 sterling silver Lucky Loonie, the Vancouver 2010 Olympic Winter Games Gold Maple Leaf and Silver Maple Leaf bullion coins.

[Trailer brake controller]

Canada's largest veterans', ex-service persons' and community service organization with more than 500000 members and more than 1600 branches in Canada.

[Vases for centerpieces]

The Royal Canadian Mint has released a range of gold and silver coins over three years in preparation for the Vancouver 2010 Winter Olympics and Paralympics.

[Sweet sixteen cakes]

Amazon continues to lead the Index with a score of 83, the only e-retailer in the UK to score above 80. Play.com (79) and QVC.com (78) rounded out the top three performers in the UK.

[Sweet sixteen favors]

Websites for Debenhams, M&M Direct, John Lewis, and WH Smith have seen the greatest increases in satisfaction since last year; all four registering year-on-year increases of 13% or more.

[buy viagra]

Of all the properties of peppermint the most noteworthy is its expectorant action. However, the benefits of the mint are many more, and then we review the most prominent, in order to learn more about this herb much used in folk medicine for its properties both themselves and for their flavoring power.

[How to stain wood]

and most government websites are unmanageable. The size and number of web sites are far greater than available human resources for management. I recently spoke with a government agency that has a total of 600 employees. It has 100 sites, one for every six members of staff. Good job !! This is a nice article to be read.. The difficulty of translateing has been paid by the quality of this article.

[viagra]

and most government websites are unmanageable. The size and number of web sites are far greater than available human resources for management. I recently spoke with a government agency that has a total of 600 employees. It has 100 sites, one for every six members of staff. Good job !! This is a nice article to be read.. The difficulty of translateing has been paid by the quality of this article.

[order cialis]

and most government websites are unmanageable. The size and number of web sites are far greater than available human resources for management. I recently spoke with a government agency that has a total of 600 employees. It has 100 sites, one for every six members of staff. Good job !! This is a nice article to be read.. The difficulty of translateing has been paid by the quality of this article.

[cialis side effects]

yach I want fut her hardly

[cheap aldactone]

nt. I recently spoke with a government agency that has a total of 600 employees. It has 100 sites, one for every six members of staff. Good job !! This is a nice article to be read.. The difficulty of translateing has been paid b

[cheap clarinex]

has 100 sites, one for every six members of staff. Good job !! This is a nice article to be read.. The difficulty of

[cheap claritin]

e with a government agency that has a total of 600 employees. It has 100 sites, one for every six members of staff. Good job !! This is a nice article to be read.. The difficult