December 31, 2013 |

Her & The Potentiality of Mobile

I have been thinking about my year-end blog post for some time. Usually, I put together a summary of key mobile industry-themed posts from the year. But then I saw... Read More

December 17, 2013 |

Big Data + Bad Metrics = A Big Waste of Time

We have a saying when it comes to big data: big data with bad metrics is a big waste of time. This “big data trap” can generate a false sense... Read More

Categories: Uncategorized
December 16, 2013 |

Why Amazon Ranks Number One in Customer Experience

“The company that provides the best relationship with the customer will win — not through product, but through the best experience.” – Tesco chairman Sir Richard Broadbent “I would define... Read More

Categories: Uncategorized
November 19, 2013 |

Customer Intent and Conversion Rate

Acquiring new customers through marketing and advertising is one of the four key drivers of business success. An extension of that is the rate by which a business converts the... Read More

Categories: Uncategorized
November 14, 2013 |

The Truth About Shopping Cart Abandonment

As noted in a previous post, behavioral metrics are nice to have but can be tricky to navigate and misinterpret the customer experience if not measured right, analyzed correctly, and... Read More

Categories: Uncategorized
October 3, 2013 |

Interview: Nikon’s WoMI Aha! Moment

The following is an interview with Mario Castano, Internet and Ecommerce Technology Manager at Nikon, Inc., about his experiences using both the Net Promoter Score (NPS) and the ForeSee Word... Read More