Tag Archives: VoC

McLuhan’s Tetrad Applied to Internet

An obvious and much anticipated characteristic of the internet is that it “makes the world much smaller”. One might expect in the free exchange of ideas and knowledge that the world as whole would become more unified. But as we look at society, it is anything but unified. Can the Internet as a medium be responsible for this? Continue reading

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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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