This project, the W3C Digital Data Customer Experience Community Group ( http://www.w3.org/community/custexpdata/ ), seeks to standardize how data is collected on the devices of website visitors
deas sessions at the National Retail Federation’s (NRF) Big Show , I discussed how employee engagement influences the customer experience and how that experience drives business results
But what if we apply this holistic concept that UX is Everything ( https://blog.recurly.com/2013/11/ux-customer-support ) and look through this lens to how companies are run, or potentially could be run, to the benefit of its customer, it’s potential customers and ultimately the bottom line?
Originating Author: Olga Tsubiks Introduction: Many organizations use customer journey analysis to understand the behavior of a segment of customers over a defined time period
2 Comments - 1. Suggest using "customer" in place of "user" as you are defining a "customer" process. 2. Utilize customer segments and personas , and touch point info at each major phase along the journey or path. 3
Connecting the Dots Optimizing the Customer Experience in an Omnichannel World Tuesday, September 17, 2013 12:00 - 1:00pm Registration 1:00 - 5:30pm Symposium 5:30 - 6:30pm Cocktails & Reception The Mid-America Club 200 E Randolph Drive, 80th Floor Chicago, Illinois 60601 The customer experience is evolving rapidly - digital-savvy consumers are interacting with your brand and the purchase funnel in more mediums than ever before, and analytics is still responsible for smart optimization and insights across all of them
09-17-2013
I decided to participate in the pilot because it was clear that I could benefit from a relationship with someone who had deeper experience in our industry than I did and was not a colleague
4 Comments - Thank you for sharing your experience and valuable tips, Kate...Maybe you can do a redux post after our mentoring experience, as well!
Originating Author: Lea Pica Introduction: A website’s site search function is a wealth of information about customer intent just waiting to be explored. Site search interaction provides direct insight into your visitors’ exact desires and expectations of your website, and your voice-of-customer tool is an excellent mechanism for mining this information. Analysis Overview : Leverage voice-of-customer analytics to identify pain points in the site search experience. Analysis Benefits: Improving the customer experience through refining the site search navigation experience for inquiring visitors Insight into potential content ideas directly sourced from your customers Analysis Recipe: Include the following questions on your voice-of-customer survey: "Were you able to accomplish your goal on the site today?"
See matching posts in thread - Customer Journey Analysis...Introd...
Digital analytics also fails to measure customer experience
No one else in the company had any audience research experience so the web analytics task fell to her