Measuring Success for a Support Website: A Point of View

There is a beautiful hypothesis that of all the touch-points a business has with its customers there are just a small handful that are Moment’s of Truth, essentially interactions that make or break the relationship (and in turn any future profits, customer loyalty, etc). For example in case of your credit card company the moment of […]

Excellent Analytics Tip#5: Conversion Rate Basics & Best Practices

It is only fair to follow up a post titled "Stop obsessing about conversion rate"  with this post.  (Just in case you have not read the Stop Obsessing post that please read that first for more context). Conversion rate is a very important metric, used properly. Here is my point of view on the basics and best […]