Improving the customer experience: ambient recognition

Tell me if this sounds familiar. You’re on a website, logged in and are adding details to your profile. You quickly realize that you have not only provided this information before,  they also don’t seem…

Hello, I “x” you, won’t you tell me your name?

introduction

When creating a relationship with your site visitors, you want to address visitors so they feel known. Preferably by calling them by their name, showing that you know them, making them feel welcome and…

Do web analytics help you create better customer experiences?

customer analytics

What strikes me about “Analytics” in the context of a Customer Experience Management (CXM) story is how much confusion there is around web analytics versus customer analytics and whether one serves as a replacement…

Search experience optimization is the future of SEO

search experience optimization

If you ask anyone what SEO stands for, they’ll usually say, “search engine optimization.” This answer makes absolute sense, since it refers to the original meaning of SEO when it was coined back in…

When sales are down and the analysts pin-point your “dull and insipid” marketing

If you are a large retailer that has been used to turning out profit Quarter-after-Quarter and dominating sales against competitors Year-on-Year, it can come as a nasty surprise when sales are down and retail…

Relevancy – drives value and ROI!

From our experience, it is clear that relevant, engaging emails drive value. But what is a targeted, engaging email? Contrary to the popular myth, sending a personalized email with the heading “Dear Mike” or a…

Why Web Analytics Fail Marketers #OMSMIN

On Friday I attended Online Marketing Summit 2010 in Minneapolis. It was a very informative day and I highly recommend that you consider attending when it comes to your city. Aaaron Kahlow and team…

The Web Analytics Revolution

Eric T Peterson – a veteran of the web analytics business, Principal Consultant at Web Analytics Demystified and author some of must read books on Web Analytics – has published a report on what he sees as…

Confusion for behavioural targeting

You’d be forgiven for wondering what exactly is going on in the world of behavioural targeting. In the last couple of weeks a lot has been happening. For one, American Airlines have finally decided to…

EC starts legal action over Phorm

Jim Killock, executive director of the Open Rights Group said: “There are big legal questions surrounding BT’s use of Phorm, so we welcome the EU taking the government to task. “BT should respect everyone’s privacy…