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Klaus Enzenhofer

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Top Stories by Klaus Enzenhofer

In September, Macy's announced that they will invest $1 Billion into their omni-channel strategy. When spending so much money the question that immediately comes up is how to measure the success? Key questions such as "Are conversion rates increasing as planned?" and "How good is the User Experience for each channel?" need answers. Since my first blog about omni-channel monitoring, I came across a variety of customer implementations. Today, I want to share with you how Solocal Group, provider of the French Yellow Pages (PagesJaunes), brings all key metrics together on a single dashboard. Pages Jaunes Omni-Channel Key Metrics Overview Dashboard Step 1: Identify Your Channels For omni-channel monitoring, as a first step, it's important to know the channels and also how many users are coming in through each channel. Solocal Group has three channels they monitor: a mob... (more)

What to Do If A/B Testing Fails to Improve Conversions?

A/B and multivariate testing are often used to improve the conversion funnel. What these tools do is randomly place alternative change images, text or other design elements to gather statistics about how these things affect site visitors. Companies have had great success using such solutions, but sometimes multiple rounds of testing still produce inconclusive data: changing the color or image on their pages did not have a significant impact on the overall conversion rate. Does this mean that there is no way for that business to improve the conversion funnel? In these cases, mark... (more)

Comparing User Experiences: Web, App and Mobile

With the establishment of mobile web and native mobile apps, your website isn't the only customer touch point anymore. Mike Austin, Director of e-Commerce at RoomsToGo said it best: "Our customers expect the same experience throughout all our channels no matter if it is the website, mobile site or the real physical store!" How can you measure the user experience across the various channels your customers use to interact with you? Let's see what we can do to make the user experience quantifiable so we can make informed data-driven decisions. If we look at the different channel type... (more)

Don’t Miss 50% of Your Paying Customers on Their Mobile Devices

"We expect that the revenue made via our mobile apps will cross the 50% mark within this year!" Most of our eCommerce customers are starting to say this to us. These customers have driven their businesses to the web and have successfully applied Real User Monitoring (RUM) for web. They have found and fixed many of the common performance problems described in Top 8 Performance Landmines, 5 Steps to improve eCommerce Performance and What if A/B Testing fails to improve conversions. As these customers start seeing an increase in revenue from mobile they have to extend their RUM cap... (more)

With Confidence Through the Holiday Season: Manage Success in Production

In our last two articles, we discussed what we have learned from last year's holiday season as well as things that we can do in the preparation phase for this year's upcoming event. In this blog we show you those dashboards and data points you need throughout the holiday season to make it a success. The top goal for eCommerce sites is to ensure high conversion rates as this converts into business. IT's responsibility is to ensure that consumers can use the eCommerce site in an "enjoyable" way. But there is much more than measuring the UpTime or Response Time of your services. The ... (more)