Pereion Solutions Blog

Jumpstart Your IBM Digital Analytics Capabilities With IBM Tealeaf

Posted by Greg Jackman

Wed, Sep 24, 2014 @ 08:09 AM

As an IBM Digital Analytics customer you have great web analytics and metrics on web and mobile website traffic, so why should you evaluate IBM Tealeaf?

IBM Tealeaf has the ability to provide a tremendous ROI for companies looking to improve their online customer experience. A Forrester Economic Impact study, Total Economic Impact: Building a ROI for Qualified Prospects to Quantify the Tealeaf Value Proposition, estimated the ROI to be 512% with a payback of 2.6 months.1 The real value of IBM Tealeaf web analytics is that you’re able to gain qualitative insight into understanding why your customers behave the way they do. You can combine that information with the quantitative metrics you receive from IBM Digital Analytics. You will have the ability to quickly identify customer struggle, visualize the issues your customers may be encountering, and optimize your online business processes.

So how do you get started in IBM Tealeaf to optimize your business processes, reduce complexity for your customers, and improve productivity? Pick your most critical process and get started. The heart of this jumpstart offering is that we will work with you to identify a single business process that is critical to your web and mobile presence, such as:

  • Checkout
  • Search & Browse
  • Registration
  • Policy Quotes

The key is to focus on creating events for each step in the business process. By mapping out each step of your process, you can breakdown and see where each customer may have struggled. By segmenting these customer sessions and replaying key elements of these sessions you can identify the critical issues and build plans to fix any breakdowns in customer experience that are causing customer struggle. IBM Tealeaf goes beyond the capabilities of traditional web analytics to show you exactly who did what, when, how, so you can visualize the real issues across the entire customer interaction.

In addition, Tealeaf has extensive digital analytic reporting that you’re able to develop and link directly to a customer’s critical processes. You’re able to utilize a combination of Alerts, Key Performance Indicators, Top Mover reports and Business Process Scorecards to give you a complete view of your digital customer experience. Ultimately, Tealeaf enables you to:

  • Increase your customer retention and conversion rates
  • Generate more revenue with more successful transactions
  • Provide a positive customer experience
  • Gain full visibility into customer struggle without interrupting customer behavior or site performance with tagging
  • Resolve system issues and customer obstacles

While IBM Tealeaf works with other web analytics solutions as well, we are focused on making it easy for IBM Digital Analytics customers to get started. We have packaged a “jumpstart” offering to enable you to get started with IBM Tealeaf and focus on your most critical online process. This jumpstart offering includes:

  • IBM Tealeaf Software (including CX, cxImpact, cxView modules)
  • Hardware Infrastructure
  • Tealeaf Implementation Services
  • Tealeaf Integration with IBM Digital Analytics
  • Initial setup for one business process

Click below to see the great savings you'd receive by getting started with IBM Tealeaf this year. This offering provides significant discounts on the IBM Tealeaf software, for existing IBM Digital Analytics customers, and includes everything you need to get started enabling you to get an immediate payback on your investment!2

Jumpstart Your IBM Digital Analytics Solution with IBM Tealeaf

To learn more about Tealeaf software, click on the "What is IBM Tealeaf" button below.

To contact us directly, please send an email to slperry@pereion.com.

 

Pereion Logo IBM Tealeaf Pereion Solutions Blog

 
1 Total Economic Impact: Building a ROI for Qualified Prospects to quantify the Tealeaf Value Proposition, IBM Corporation, 2012.
2Only existing IBM Digital Analytics customers are eligible for this offering and must be pre-approved by Pereion Solutions and IBM. Pereion reserves the unconditional right to determine customer eligibility.

Topics: Pereion Solutions, Marketing Analytics, Customer Experience Management, Tealeaf Software, IBM Tealeaf, Tealeaf competitors, tealeaf web analytics, Tealeaf best practices, Marketing Technology, tealeaf analytics, IBM ExperienceOne, IBM Tealeaf Partner, Tealeaf technology, Tealeaf IBM, IBM Enterprise Marketing Management, Digital Marketing Optimization, IBM Digital Analytics

New cxLifecycle Offering Enhances Your IBM Tealeaf Implementation

Posted by Greg Jackman

Mon, Jul 28, 2014 @ 08:07 AM

If you’ve implemented IBM Tealeaf, you already understand the value it brings in improving the buying experiences for your customers. cxLifecycle extends that value of your IBM Tealeaf investment.

 

IBM Tealeaf cxLifecyle is a SaaS offering that enhances the value of your IBM Tealeaf platform by integrating quantitative and qualitative data to improve your customer’s digital experience.

 

cxLifecycle gives you the ability to run all customer analytics seamlessly. By adding ad-hoc and conversion analytics capabilities to Tealeaf, you have complete control over managing your customer’s lifecycle. With visibility into how your programs, channels, products or solutions influence customer behavior, you’re able to optimize their experience.

 

3 Key Benefits of cxLifecycle

  1. Run quantitative and qualitative analytics to understand your customer’s behavior.
  2. Influences your customer’s journey across the buying cycle.
  3. Reduces your conversion struggles across multiple devices.

 

We welcome you to download IBM’s whitepaper, Understanding Your Customer’s Lifecycle Journey, for the full story of cxLifecycle, and how it adds value to your IBM Tealeaf implementation.


3 Advanced Analytical Features of cxLifecyle

  1. Lifecycle Analytics: Web analytics reports provide extensive insight into customer interaction with marketing activities and website content, at every stage of the buying cycle. Within a customer’s journey, it fills in the blanks between conversion events, marketing campaigns, devices, products, and frequency of visits. For example, lifecycle milestones show the number of sessions and/or days it took a customer to reach a specific event.
  2. Ad Hoc Analytics: With the ad hoc reporting tool, the ad hoc data is segmented by channel, geographical location, device, and other characteristics, allowing you to analyze and dissect the qualitative data and derive useful, business insights.
  3. Conversion Analytics: Very detailed data on successful and unsuccessful conversions, including video replay of any customer session. You’re able to quantify the business impact of all conversions by connecting the sessions into one customer experience, giving context to the entire conversion journey.

 

So let’s put all this into a real-world perspective. What actual problems will cxLifecyle solve for you? What are some specific obstacles cxLifecycle will tackle? Here are 3 real-life challenges IBM Tealeaf users may face, and how cxLifecycle solves them:

 

Challenge #1: You need to improve sales and conversion cycles with visitor-level reporting on TeaLeaf search results.
cxLifecycle Solution: Export sessions to cxLifecyle for visitor-level analysis to uncover issues with a certain customer segment.

 

Challenge #2: You need to simplify deployment and management of tags for Tealeaf.
cxLifecycle Solution: Reduce your reliance on IT for tag deployment by managing all your website tags using DDX simplifying tag management.

 

Challenge #3: You need to analyze anomalies on your website and optimize conversions.
cxLifecycle Solution: Export segment into Tealeaf to reply so you’re able to catch customer struggles causing the longer sales cycles.

 

To download the Understanding Your Customer's Lifecycle Journey, and/or request a quote or consultation with us on IBM Tealeaf cxLifecycle:

IBM Tealeaf cxLifecycle Whitepaper OR Request a Quote or Free Consultation

Or to contact us directly, please send an email to slperry@pereion.com.

 

For more on the IBM Tealeaf CX platform, you can visit our IBM Tealeaf page as well.

Topics: Marketing Analytics, Customer Experience Management, Tealeaf Software, IBM Tealeaf, Tealeaf competitors, tealeaf web analytics, tealeaf analytics, IBM Tealeaf Partner, Tealeaf technology, Tealeaf IBM, IBM Enterprise Marketing Management, Digital Marketing Optimization, IBM Digital Analytics

12 Best Practices to Improve Customer Experience with IBM Tealeaf

Posted by Greg Jackman

Tue, Jul 8, 2014 @ 08:07 AM

Businesses are approaching customer experience issues in several ways: by listening to their customers, managing customer experience reviews, optimizing website metrics, and tracking online applications. With IBM Tealeaf, you’re able to drive positive change for your business by:

 

  • Performing effective customer behavior analysis

  • Gaining unique, Customer Experience Management (CEM) insight

  • Combine qualitative data from the usability lab with the quantitative impact analysis

 

IBM Tealeaf solutions personalize your customer experience management techniques so you’re able to conduct deep, customer behavior analysis based on real-time data from your website.


In this blog post, we summarize 12 best practices from IBM’s whitepaper, Establishing a Disciplined Approach to Online Customer Experience Optimization. These CEM practices will show you how to use IBM Tealeaf to learn from your customers’ actions, and optimize your website accordingly to improve your customer experience. You can also click on the button below to download the full whitepaper from IBM:

 

IBM Tealeaf Online Customer Experience Optimization

 

Best Practice #1: Respond Proactively to Customer Complaints

Good customer experience management leaders hold their contact centers as valuable assets. Keep in mind that a customer who bothers to submit a complaint is the one who cares enough to identify and solve a serious problem with their experience.

 

Best Practice #2: Study the Voice of Customer (VOC) Surveys & Feedback

IBM Tealeaf cxConnect provides VOC surveys for you to identify, diagnose and solve issues smoothly. You’re able distinguish real problems from customer error by:

 

  • Analyzing customer feedback from VOC surveys to identify and highlight true problem areas
  • Replay customers sessions to search for real obstacles that prove the problems reported

 

Best Practice #3: Don’t Ignore Customer Comments

As a customer experience analyst, one of the most valuable resources at your disposal are the comments your customers post online. This is information straight from the horse’s mouth. Your customers express their opinions everywhere online including blogs, communities and other public forums. There’s no need to pay for this information, so don’t just push them aside! All you have to do is listen.

 

Best Practice #4: Exercise Usability Testing Wisely

Usability testing gives your online business powerful qualitative data to create customer success. Also, keep in mind that a limitation to usability testing is the fact that people tend to act differently when observed directly in a lab environment. So use IBM Tealeaf analytics to get a quantitative understanding of the seriousness of the problems shown in the usability lab by searching for customers who behaved the same as the ones who experienced the problem in the usability lab. 

 

Best Practice #5: Direct Customer Behavior Observation

Understand the obstacles your customers may face by observing them directly with IBM Tealeaf solutions. Tealeaf software makes it possible to manage your customer experience by establishing a weekly customer experience review that may include:

  • Selecting several sessions to watch the actual user’s experience in the registration process
  • Optimizing site metrics like conversion rates, task completion rates, and monthly growth

 

Best Practice #6: Monitor Your Customer Experience KPIs (Key Performance Indicators)

Customer Experience Management leaders know that by setting up the appropriate KPIs for your e-business you’re able to improve your customers’ online experience, and in the end, sell more. Many KPIs can’t be found without a proper CEM tool, so IBM Tealeaf CEM solutions provide effective KPI tracking tools to study customer behavior and seek out unanticipated issues. IBM Tealeaf creates scorecards to track overall page performance with KPIs, such as:

  • Multiple login attempts
  • Multiple submission form attempts
  • Technical, business, and customer issues

 

Best Practice #7: Investigate Changes in Your Conversion Rates

As you know, conversion rates are critical to the success of your online business. IBM Tealeaf’s web analytics tools and dashboards offer top-level views of your e-business by tracking changes on a continuous basis, over any amount of time. With these Tealeaf analytics, you’re able to identify any sudden changes to your conversion rates.

 

Best Practice #8: Deep Analysis of A/B Testing Results

On the surface, A/B testing answers the question: Did a certain variable perform to your expectation? But your test results research shouldn’t stop there. IBM Tealeaf software finds a group of sessions to investigate, and replays those sessions to determine how big of a difference was seen between the conversion rates that performed well, and the conversion rates that performed poorly.

 

Best Practice #9: Investigate Application Errors for Real Answers

Application problems don’t always convert into a bad customer experience. And conversely, problems that actually create bad customer experiences, don’t always get logged properly. But if your server goes down, IBM Tealeaf is able to distinguish between those customers who were interrupted during their visit and those that tried to visit your website while the server was down. IBM Tealeaf replays those sessions so you’re able to see an event from their perspective and gain insight to answer critical questions like:

  • Did they lose their data saved in their shopping cart?
  • Did they convert at a lower rate than expected?

 

Best Practice #10: Respond Promptly to Technical Issues Your Team Already Knows About

With IBM Tealeaf, you’re able to analyze the overall business impact of a technical issue. Your IT department probably already knows about the common errors that lead to a poor customer experience. But there are many other unknown issues that IBM Tealeaf is able to find so your customers aren’t left in the dark. Tealeaf scans for error messages and sends you alerts when customers experience:

  • Slow page performance
  • Bad status codes
  • Error pages, applications, or messages

With IBM Tealeaf, we recommend creating a list of known error messages and implementing a process that addresses these problems immediately.

 

Best Practice #11: Prioritize Your Customer Experience Issues Based on Business Impact

The sheer quantification of the business impact of each issue often prevents your business from prioritizing the most critical issues appropriately. IBM Tealeaf solutions determines the number of visitors impacted by these issues in real time, and the effect it has on your conversion rates. For each issue, try to answer these questions:

  • How many customer experience this every day?
  • What losses (if any) in sales profits do these issues affect? How much business is this costing in dollar amounts?

 

Best Practice #12: Convert Customer Analysis into Customer Retention Initiatives

Because IBM Tealeaf software points out which customers experienced a specific problem, you’re given the opportunity to build online marketing programs to recover lost orders and improve customer retention. We recommended:

  • Creating a list of customers affected by a problem and their contact information if possible
  • Developing a follow-up program for only customers who didn't convert

 

As an IBM Business Partner, Pereion Solutions implements IBM Tealeaf to give you a defined approach to Customer Experience Management. You’re able to cater directly to the needs of your customers. You’re also able to proactively attack any problems with your website and understand how it may affect your bottom line. Armed with this knowledge and insight, you can streamline your customer experience optimization processes and make the best improvements possible for your customers.

To discuss with us how IBM Tealeaf will improve your business, please click on the button below, or contact us directly at slperry@pereion.com.

 

IBM Tealeaf CX

 

Or to learn more about the benefits and capabilities of the IBM Tealeaf CX platform, please visit our IBM Tealeaf page.

 

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Topics: Pereion Solutions, Marketing Analytics, Customer Experience Management, Tealeaf Software, IBM Tealeaf, Tealeaf competitors, tealeaf web analytics, CEM, Marketing Technology, tealeaf analytics, IBM Tealeaf Partner, Tealeaf technology, Tealeaf IBM, IBM Enterprise Marketing Management

You Know What’s Happening On Your Website, But Do You Know Why?

Posted by Greg Jackman

Tue, Jun 24, 2014 @ 10:06 AM

There’s no shortage of digital and mobile analytic products that are designed to tell you in slightly different ways what is happening on your website. But most of them fail to help you understand why. Customer Experience Management (CEM) tools are made to track and manage the customer experience across multiple channels, yet many of them don’t provide a complete view of the digital or mobile online experience. To truly improve your customer’s online experience, you need qualitative analysis along with all the quantitative digital analytics. You need to figure out why people are leaving your site, or failing to complete a transaction. You need to dig deeper to understand the root cause of the customer struggle and ask questions like:

  • What website component are they struggling with? Is it the navigation?
  • Why are they not clicking on your CTAs and filling out the forms?
  • Why didn’t they complete the transaction and abandon the cart?
  • Was it simply customer error? Or a technical failure?

So how do we answer the why question and get to the root causes?

What problems could have been avoided if you had visibility into their online experiences?

As part of the IBM ExperienceOne portfolio, the IBM Tealeaf CX platform is a solution that records the behavior of your website visitors, giving you critical insight into their online experience in real-time.

IBM Tealeaf gives you that qualitative data. In other words, it tells you why your customer is doing what they’re doing, instead of just what they’re doing. By performing a qualitative analysis of each customer interaction, IBM Tealeaf gives you the unparalleled visibility and insight into the answers you need to provide your customers with a positive online experience. You’re able to track your customers in real-time, getting into their virtual minds, and determine their reasons for struggle or abandonment.

IBM Enterprise Marketing Management Partner     IBM Tealeaf CX

IBM Tealeaf’s capabilities include:

  • Being able to see the way your website works through the eyes of your visitors regardless of whether they’re using a desktop or mobile device.
  • Giving you a 360 degree perspective of your customer during the visitor session.
  • Enhancing your call center service levels by responding seamlessly with immediate customer session analysis.
  • Resolving problems and roadblocks that are hindering customer satisfaction and revenue.
  • Ability to alert to, create and diagnose problems encountered by real users.
  • Capturing website traffic without interfering with site performance.
  • Reliable architecture that scales to fit true enterprise class websites.

Because you can gain real insight into what customers do and why they do it, IBM Tealeaf provides a set of compelling business benefits and a quick ROI.

IBM Tealeaf’s business benefits include:

  • Increasing customer satisfaction, retention and loyalty.
  • Improving customer conversion rates and overall revenue.
  • Identifying potential patterns of fraudulent activity.
  • Improving call center efficiency.
  • Prioritizing system and website design changes.

To learn more about the benefits and capabilities of the IBM Tealeaf CX platform, please visit our IBM Tealeaf page and our IBM Tealeaf Resources page.

Please also share this blog using the social media icons above and subscribe to the Pereion blog and Marketing Analytics LinkedIn showcase page below.

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Topics: Pereion Solutions, Marketing Analytics, Tealeaf Software, IBM Tealeaf, Tealeaf competitors, tealeaf web analytics, Marketing Technology, tealeaf analytics, IBM Tealeaf Partner, Tealeaf technology, Tealeaf IBM, IBM Enterprise Marketing Management

Exploit Customer Analytics With IBM ExperienceOne

Posted by Greg Jackman

Tue, May 27, 2014 @ 08:05 AM

At the Smarter Commerce Global Summit this month, IBM introduced IBM ExperienceOne, a brand new portfolio of solutions centered on acquiring, delighting and maximizing the value of customer engagement. It’s made up of an integrated set of capabilities from IBM Enterprise Marketing Management (EMM), WebSphere Commerce, and Customer Experience portfolios.

IBM ExperienceOne combines quantitative and qualitative analytics so you’re able to focus on the precise moments that are most valuable to your website visitors. With the level of personalization that IBM ExperienceOne offers, you’re able to track and engage millions of potential clients and customers, regardless of their device or channel. 

IBM developed ExperienceOne so you’re able to better understand the habits and tendencies of your customers through marketing analytics and make customer engagement faster and easier. With its rich customer analytics and real time personalization services, IBM ExperienceOne is built around the following solution sets:

  • Understand your customers
  • Ignite and grow customer relationships
  • Personalize the store experience
  • Serve and delight your customers
  • Deliver empowering digital experiences
  • Curate meaningful customer interactions
  • Convert digital prospects to loyal customers
  • Reinvent and automate complex B2B sales processes
  • Maximize sales, profit, and shopper loyalty
  • Deliver exceptional experiences across all channels


IBM also announced the official completion of their acquisition of Silverpop. Silverpop’s automated platform gives you the cloud capabilities to offer personalized customer engagements for businesses of all sizes. Silverpop has boosted IBM’s leadership in the marketing automation area for B2B and B2C companies, and expands IBM’s marketing footprint into midmarket size companies.

As an authorized IBM Enterprise Marketing Management Partner, Pereion Solutions is excited about the marketing capabilities that have been brought together in this announcement, including the ability to extend those capabilities through SilverPop offerings. The core Enterprise Marketing offerings include IBM Digital Analytics, Social Analytics, TeaLeaf, and Xtify. 

If you want to learn more about customer analytics, we encourage you to download the Customer Analytics for Dummies eBook that was released by IBM:

Customer Analytics for Dummies eBook

For all the details on IBM ExperienceOne, visit the IBM ExperienceOne page. Or to learn more about these IBM announcements, check out the IBM ExperienceOne press release and IBM’s Silverpop press release.

How are you leveraging customer analytics to drive customer personalization and improve customer experience?   

Please share this blog using the social media icons above, and subscribe to the Pereion blog and/or visit the Marketing Analytics & Optimization LinkedIn showcase page below.

 

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Topics: Pereion Solutions, Marketing Analytics, IBM Enterprise Marketing Management, Digital Marketing Optimization, IBM Digital Analytics

Pereion Becomes Certified IBM Digital Marketing Optimization Partner

Posted by Greg Jackman

Mon, May 5, 2014 @ 10:05 AM

Pereion Solutions is a now a certified partner and authorized reseller of the IBM Enterprise Marketing Management (EMM) offerings to provide clients with IBM digital marketing optimization and customer experience management tools and capabilities.

Pereion Solutions partnered with IBM to be able to deliver IBM Enterprise Marketing Management (EMM) Suite offerings to our clients. The EMM Suite includes IBM solutions such as, IBM Tealeaf Customer Experience Management, IBM Digital Analytics, IBM Marketing Center, and IBM Xtify Mobile Marketing.

With this partnership, Pereion is certified to resell and offer implementation and consulting services for these IBM solutions. These solutions will optimize marketing analytics, improve customer engagement, and enable business growth across web, mobile and social platforms. The ability to have an integrated marketing delivery and analytics platform is critical in today’s environment.

IBM Enterprise Marketing Management (EMM) Suite Partner

We are very excited and looking forward to leveraging the advantages of the IBM EMM Suite for our clients. The marketing execution and analytical capabilities these solutions provide are critical to help our clients accelerate their business growth.” – Steve Perry, President, Pereion Solutions

Digital analytics gives marketers the ability to increase ROI, reduce cost, and improve top-line revenue by analyzing the quality of their client’s web traffic. It’s critical that these analytic capabilities extend to mobile and social traffic. The IBM EMM Suite provides businesses with unique perspectives into the customer’s online experience by concentrating on enterprise-class web analytics, digital marketing optimization, customer experience, mobile marketing and behavior analysis solutions to build multi-channel, customer profiles and track real-time metrics.

Customers utilizing the IBM EMM Suite are receiving excellent results which are highlighted in an IBM white paper on Enterprise Marketing Management, such as:

  • 30% increase in campaign ROI1
  • 50% increase in response rates1
  • 40% reduction in marketing costs1
  • 75% reduction in customer acquisition costs1

The whitepaper is available for download below. 

If you would like more information on Pereion Solutions or our new partnership as a Certified IBM EMM partner, please contact Steve Perry directly at slperry@pereion.com.

Please also share this blog using the social media icons above and subscribe to the Pereion blog below.

IBM Enterprise Marketing Management EMM Whitepaper                                                           Pereion Solutions Blog

1Enterprise Marketing Management (EMM) Whitepaper, IBM.

Topics: Pereion Solutions, Tealeaf Software, Coremetrics, IBM Enterprise Marketing Management, Digital Marketing Optimization, IBM Digital Analytics

About this blog

This blog provides insight and tips on Customer Experience Analytics, especially in the usage of Watson Customer Experience Analytics (WCXA) and Tealeaf software to optimize web and mobile experience.

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