Larry Freed, ForeSee Results
A general presentation on metrics and the importance of transforming your metrics from straight behaviour data and assumptions about that data to customer satisfaction indicators. That seems to be a strong theme this year: find out, from the customer, what they’re wanting and what they’re experiencing, and build that into your regular metrics and success indicators.
That presents particular challenges for us because focus groups are expensive. We need to look at more responsive online feedback tools to help address this: ask for an opinion, on the spot, as they’re using the site.
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