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
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)
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)
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)
"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)
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)