analytics

Is management of digital experiences lost on CX pros?

I’ve been wrestling with a real conundrum lately. We know that CX is critical to being competitive. In industries like banking, insurance, and retail it’s arguably the single most important differentiator, as it becomes harder to leverage product exclusivity or pricing. There are so many surveys, studies, and subject matter experts asserting this as fact, repeating it seems like demonstrating a firm grasp on the obvious. Good CX is good … read more

Is perceived experience reality?

Let’s run a pretend test together. Imagine a run-of-the-mill landing page with 300 words, minimal design, and a registration form. We’re really interested in which day of the week and at what time is ideal for sending prospects to this page to convert. We proceed with the following: We run coordinated pushes at certain intervals throughout the week and discover that conversions are abysmal on Friday afternoon and especially effective … read more

How website & application performance impacts customer experience & loyalty

I had the opportunity to present how website and app performance impacts customer experience as part of the Sitecore Digital Survivor Series. For those that missed the session I have summarised some of the key outtakes in the blog below. For those that prefer watching it you can do that right here: It’s a long post so I’ve used anchor menu links so you can jump to what interests you. … read more

A Year Benchmarking Retail Website Performance with 7 Best Practice Resources

I’ve been tracking the global retail websites for the past year, and recently I presented the findings in a webinar on what data trends emerged. Put simply websites are slower, heavier, and more complex than ever before. But does speed still matter? You can find the recording right here. Key outtakes from a year benchmarking ecommerce/retail website performance Our attention span is now 8 seconds. Almost the same as a gold fish. Global … read more

Australian Election: Website and Social Media Showdown

Brexit, Trump, Euro Cup, you’d be forgiven for not knowing the Australian election is tomorrow. Instead of just monitoring the website performance of the political parties, I wanted to extend my analysis to social media, in order to see which political party was utilizing their digital reach most effectively. Can we predict a winner? Digital media spends increase significantly In this election, digital accounts for 27.4% of the category’s media agency … read more

Roller-coaster Performance: Digital Downfalls in the Tourism Industry

Last night, after we put the kids to sleep, my wife and I sat down to a glass of wine and planned a weekend away. We’re new to the U.K. and friends of ours had recommended a getaway idea that would be fun for the whole family. Cue: pick up my mobile phone. Like all tech-mad impatient people in their thirties, we wanted to skim read some basic details about … read more

Measuring the Business Health of the Digitally Transformed Enterprise

How healthy is your business? Or to place the question into a more strategic context: how will digital transformation impact the health of your business? Furthermore, how will digital transformation change the way you measure your business health? How well an organization’s strategic investments pay off is an important measure of its business health: the return on invested capital relative to the cost of that capital. These KPIs reflect the … read more

How fast is ‘fast enough’?

Customer experience has been billed as the single biggest focus for businesses this year by the likes of Adobe, Gartner, and about a billion digital consumers. And the speed of our websites and applications is a core experience metric that many big companies focus on. And why wouldn’t you? It’s widely accepted that digital assets need to load in three seconds or less, otherwise 40% of your audience will abandon. … read more

How to Strengthen your Customer Experience Insights Beyond Google Analytics

Adobe recently published the 2016 Digital Trends Report which pegs customer experience as the top priority for marketers. In just two short years it has morphed from being a ‘top priority’ to a trend that’s defining all other marketing priorities. The thing about customer experience is we can’t improve it unless we have actionable analytics. In this post I wanted to share how I use Google Analytics together with my … read more

Digital Journey or Customer Journey?

A central facet of digital marketing is the customer journey. This journey takes an anonymous visitor (either online or in a physical location) to becoming an identified prospect to the purchase transaction, and then onto becoming a happy customer (who might buy more) or an unhappy one (who needs some kind of special treatment to become happy again). Simple enough – but for all you marketers out there who’ve been … read more