Category Archives: Web Analytics

All things pertaining to Web Analytics in practice and theory

Recognizing Paradigm Shifts Towards Maturity

Once getting an operation such as Web Analytics up and running, humming along, and then realizing it must all change because of a “paradigm shift” can be traumatic but in our business not unexpected. This blog examines one teachable moment in this writer’s experience, and he came to view these shifts as welcomed sign post on our path to web analytics maturity and reorganized his approach in response to move to the next level. Continue reading

Posted in Methodology, Uncategorized, Web Analytics | Tagged , , , , , , , , , , , , , , , , , , | 4 Comments

Visits are a Wet Blanket

Beware How You Count Events! I am aware that a large segment of the HIPPO market advocate visit based metrics*, but honestly, one can get into trouble if he blindly adheres to “Visits are what count.” All I am saying is perhaps a little more thought should be taken in setting up and serializing events. Quick and non reflective solutions can truly lead to pain down the road. Continue reading

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None Is Not An Option!

“None” is a telling symptom of a problem and “None is Not an Option” encapsulates an approach to diagnosing and resolving the problem. When reports are designed such that None is Not Option and “None” appears in a report, it becomes an important tool for diagnosing the problem. The resulting reports not only cover all user behaviors but with discipline allow the reports to address multiple questions and with extra diligence support multiple actions.
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Cloud Computing: 3 Reasons Why Analytics Should Care

From my blog analytics, I can actually see the eyes rolling as my audience quickly skirts my Cloud Computing posts to go to the old stuff (back when I was funny). In some ways I understand the ambivalence but I will give you three reasons to reconsider that ambivalence. As you may be aware, I am not big with posts that give lists of simple answers that can be quickly absorbed and just as easily forgotten. In this case will make exception and try not to spin the topic into simplistic babble. Continue reading

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Segment or Die: The Semantics of Segments

Here we will develop a explicit semantic model of the enterprise and how it operates within a competitive environment for customers. Then show how web analytics through segmentation analysis and customer user management (advance analytics analysis) map to this model and support in-depth analysis of customer experience. Continue reading

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Segment or Die: The Mechanics of Segments

If you have not yet discovered that segments are the life blood of analytics then consider the following as a quick review of how segmentation is used to convert measures into actionable insights. In part 1 I deal with the basic survival skills of segmentation analysis. I use the much maligned and debated bounce rate metric to illustrate the mechanics of segmentation. For all others you treat this as a quick review before we get to the hard stuff. Continue reading

Posted in Fundamentals, Measures & Metrics, Web Analytics | Tagged , , , , , , , , , | 1 Comment

Voice of Customer Analysis: UPDATE

Voice of Customer Analysis: UPDATE At the same time I interviewed Eric, he was also doing a pod cast with Beyond Web Analytics, which is now available at Voice of Customer with Eric Feinberg. This gives a great introduction to … Continue reading

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Segments, Segments Everywhere

“But not a one I can use.” This is likely a conversation that still takes place today between marketing and analytics. Indeed it is likely that of all things in web analytics, segments and the different ways segments are used is the most confusing aspect. Everyone uses the term in different disciplines assuming that the other understands exactly what she or he means. They don’t! Continue reading

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Voice of Customer Analysis

Beyond Voice of the Customer analytics there is analysis. To continue the discussion on VoC I talk with Eric Feinberg of ForeSee Results about the importance of analysis in understanding how satisfaction is a leading driver of performance. Here we cut through the marketing spin to understand the ACSI Methodology and how behavioral and attitudinal analytics combine to provide predictive models of customer behavior. Continue reading

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Voice of the Customer

Can you hear them hollering . . . in your data? There is no doubt that one of the most important complementary additions to a quantitative Web Analytic view is the qualitative view from the voice of the customer. Web analytics uses conversions to measure how visitors interact with the web property. Completion of visitor tasks is just as important in understanding why visitor’s come to the site and are successful in completing their tasks. VoC offerings such as iPerceptions 4Q allow for quick and easy access to this data. The question is how to make your tasks and visitor’s tasks align for business success? Lets take a look. Continue reading

Posted in Measures & Metrics, Methodology, Web Analytics | Tagged , , , , , , , , , , , , , , , , , , , | 4 Comments