Beyond Behavior

In recent years, it has become increasingly apparent that marketers have pulled all the learnings they can from behavioral research, and that the behavioral model itself is straining against the limits of what it can provide. After all, behavioral research had its genesis in the desire to answer this one question: what are visitors doing on my website and what are its financial implications for my business? Behavioral analytics was never conceived to provide answers to that other equally important question: why are my visitors doing what they are doing on my site?

Field of dreams and analytics

When I’m not busy working in the web analytics world I’m often playing or practicing for a very competitive baseball team. The team is basically made up of my group of friends, and none of us are even close to...

Know Satisfaction: It All Starts With The iPSI

Unlike other customer satisfaction metrics, the iPSI begins with a devout respect for the voice of the customer. This is why so many progressive companies are turning to the iPSI as the gold standard for developing tactics that will help them optimize their websites, engender customer loyalty, and drive ROI.

Becoming a Listener

It is magical when, after spending long hours analyzing numbers and verbatim feedback, we identify living persons, with recognizable feelings and reason. The customer is not far away. They are our fellows – and this is a rewarding relationship.

You’re a click away from losing a customer

Customer centricity is a competitive advantage.

Dog Walking - Understanding why – e-Metrics 2007

By leveraging voice of the customer research and open ended feedback, we are able to understand the context of people’s actions. Without it, we are simply ‘watching’ and cannot deduce with any level of certainty…’why’. If we truly want to get at the answers, we have to be willing to ask the questions.

Judging the 11th annual WebAward competition

Jonathan will play a critical role in setting the standard for Internet excellence by applying his expertise to each site he adjudicates." This is my fifth year judging the awards and each year brings new creative approaches and solutions to an exciting and developing landscape".

The Revolution Will Be Monetized

Something significant happened last week. In fact, I don't think it would be hyperbole to say that it might have been a watershed moment in the history of the internet. Years down the line, when we're all old and retired,...

What a difference a job makes!

Prior to arriving at iPerceptions, the world of web analytics only took on one meaning to me: behavioral data generated through click stream solutions. In my previous work, this was all I was ever exposed to and as a result,...

Watch out e-Metrics here we come!

The web professional’s semi annual North American pilgrimage to the mecca of all things analytic begins next Sunday May 6 as researchers and marketers from around the world converge on San Francisco for the Web Analytics Association’s General Meeting and...