Tag Category: Voice of Consumer
Can your site visitors accomplish what they came to the site to do? Is the impact of the web experience reinforcing your customer relationships or undermining them? Page view counts and other behavioral analytics can tell a misleading story, especially when conversion, online sales, and page views look like “wins.”
What you don’t know about how site visitors view their online experiences can cost you in terms of retention, lost sales online and in other channels, and ultimately, customer loyalty.