Intuit Gains Customer Insight in Time for Tax Season
Tax season is upon us, and almost no company is as synonymous with tax preparation and accounting activities as Intuit. The makers of Turbo Tax, QuickBooks, and Quicken software are preparing for its busy time by gathering and acting on customer insight from the web.
The best way for Intuit to understand the root causes of customer behavior online was to ask. In today's issue of 1to1 Weekly, we highlight the company's use of text analytics and surveys to gain insight from customers across its 20 websites.
As a result, Intuit improved conversion by an average of 15 percent, and it experienced a 10 to 15 percent increase in satisfaction rates.
The lesson? Don't take customers for granted, especially on the Web. Learn from them to make improvements across channels.
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