Random Analytics

Path Analysis: Discovering Customer Experience Pitfalls

From Leigh Duncan at MarketingProfs

Our job is to anticipate where the people will come from and carve out a system of paths, signs, or instructions that will lead customers to a desired and satisfying end. Often, the challenge is that we work in teams in a disjointed manner. As a result, we can often fail to fully complete or connect customer pathways (at a programmatic level) to ensure customers have a cohesive experience—or set of experiences. As a result, the customer landscape is often complicated by challenges that can frustrate the journey and undermine success.

Does Your Company Suffer From Short-Visit Syndrome?

From Todd Miechiels at MarketingProfs (premium content)

Imagine that half the people who called your sales team hung up within 10 seconds. And these weren't prospects who were being cold-called, either—but interested people themselves calling your sales team.

Right, heads would roll. At the very least, you'd want to know why so many people were disengaging.

Well, chances are it's happening to you right now, every day. Your sales team isn't the problem; the real problem is your most visible and active company representative—the Web site.