Pereion Solutions Blog

What’s New with the Latest Release of IBM Tealeaf cxLifecyle?

Posted by Greg Jackman

Mon, Nov 10, 2014 @ 08:11 AM

In October, IBM released a few new enhancement features for cxLifecycle that were developed to give users a more complete understanding of their entire customer journey. Users of this IBM Tealeaf modules are now able to: 

  1. Build milestones, or conversion events, that allow marketers to measure the time and sessions it took for customers who advance through the customer purchase lifecycle
  2. Promptly react to non-migrators (potential customers who abandon the purchase lifecycle)
  3. Easily import or export Tealeaf and cxLifecycle segments, with one click, for replay and/or conversion analysis
  4. Build reports in cxLifecycle with imported segments
  5. Open imported segments into Tealeaf session lists
  6. Have expanded support for mobile devices

For those not familiar, IBM Tealeaf cxLifecycle is an analytics reporting system designed to provide extensive cross-session visitor and segment level analysis in an IBM Tealeaf session.

The key enhancements revolve around the milestones in cxLifecycle that provide more powerful, and well-rounded, insight into your customer experience. To further define, milestones are conversion events that compound to define a customer’s full conversion lifecycle.

cxLifecycle now allows the user to identify and react to those customers who are progressing from one milestone to the next, and those who don’t. With non-migrators, you’ll be able to understand where and why they abandoned. cxLifecycle users are now able to diagnose, classify, target, and plan their interactions with non-migrators.

You’re also able to see beyond single-sessions and metrics to other web analytics tools to discover areas where customers struggle, and areas where they thrive. cxLifecycle now sets specific goals designed to reduce the time it takes for a customers to reach a milestone, giving you the ability to evaluate their effectiveness on your marketing strategy.

With cxLifecycle’s ad-hoc reporting, customer lifecycle analysis and visualization, tag management, and data syndication (DDX), Tealeaf users are able to optimize their Tealeaf web analytics. With this Tealeaf technology, you’re able to run qualitative and quantitative analytics, from one tool, to drive more effective customer interactions. cxLifeCycle also allows you to measure long-term, customer lifecycle conversion analysis across multiple channels and devices. With cxLifecycle, users are given the tools to find and quantify trends and anomalies that influences conversion rates. The ability to implement advanced customer analysis of issues found through Tealeaf session replays is also a useful feature of adding cxLifecycle to your Tealeaf software.

 

5 cxLifecycle Benefits:

  1. Enables the insight gained from Tealeaf to be analyzed in a cross-session, cross-device context
  2. Combine data to uncover which marketing campaigns, channels and tactics succeeded or failed, with added insight into why
  3. Use customer replay analysis to fix critical, costly customer experience gaps, and measure the results on those same customers
  4. Surface unique, actionable, and frequent insights on the customers’ journeys across conversion milestones
  5. Data syndication (DDX), enterprise-class tag management, easily displaces costly Tealeaf competitors

With these new features of IBM Tealeaf cxLifecycle, you’re able to gain valuable insight from the combination of qualitative and quantitative analytics. This data can be used for extensive ad-hoc analysis, segmentation, and conversion analysis.

For more on how cxLifecycle adds value to your Tealeaf technology, please download this IBM Whitepaper, and request a quote or free consultation with us if you’d like:

IBM Tealeaf cxLifecycle Whitepaper OR Request a Quote or Free Consultation

Or if you have any questions or remarks, please feel free to leave a comment below.

You can also contact us directly, by sending an email to slperry@pereion.com.

Topics: Pereion Solutions, Customer Experience Management, Tealeaf Software, IBM Tealeaf, Tealeaf competitors, tealeaf web analytics, tealeaf analytics, IBM ExperienceOne, IBM Tealeaf Partner, Tealeaf technology, Tealeaf IBM, Tealeaf partner

Customer Experience Win-Win: IBM Tealeaf & SiteSpect in the Cloud

Posted by Greg Jackman

Mon, Oct 27, 2014 @ 08:10 AM

SiteSpect appeals to companies that recognize the value of testing every aspect of the web and mobile customer experience, so you can rapidly test, target, and optimize your website.

IBM Tealeaf appeals to companies that value unprecedented visibility into web and mobile customer experience, so they can quickly identify, analyze, and resolve customer issues.

Now you can get both solutions implemented together in the cloud for those companies truly committed to optimizing all aspects of their digital customer experience.

sitespect tealeaf cloud on blue resized 600

Wait…Tealeaf in the Cloud? Yes!

IBM Tealeaf is historically implemented in a traditional model, by acquiring software licenses, hardware, and implementation services; then implementing in your data center and hiring people to manage the infrastructure and the application. Now you have the opportunity to implement Tealeaf in a private cloud outside your data center, leverage certified Tealeaf resources, and shift the majority of your costs to a monthly operational expense.  

As a business partner of IBM and SiteSpect, Pereion Solutions provides you with a Tealeaf private cloud hosted in the SiteSpect data center combined with the Tealeaf services you need.  

1+1=3…The Key Benefits include:

  • The premium digital testing solution you receive with SiteSpect
  • Identification & elimination of customer experience issues via Tealeaf
  • Single integrated network implementation, reducing the potential for network latency issues
  • Complete visibility of customer experience across various test scenarios
  • Shifting the upfront capital investments to monthly operational costs
  • Reduce in-house resources to manage infrastructure & applications

Ultimately, increased conversion rates and revenue growth are the real benefits of implementing SiteSpect and IBM Tealeaf. With this integrated solution, you're able to achieve that in a more efficient and effective approach.

Sounds great! How do I learn more about SiteSpect?

SiteSpect is a digital optimization provider that allows companies to test everything on their sites without Javascript tags. You’re able to test as many content variations as you wish, and track any sequence of conversion behavior. SiteSpect is a premier provider of A/B & Multivariate testing services.

What makes IBM Tealeaf unique?

Advanced customer behavior analysis from Tealeaf's session reply and search functions. With these IBM Tealeaf resources, you're able to learn how Tealeaf software delivers Customer Experience Management (CEM) insight into actual customer experiences first-hand, giving you the opportunity for fast customer issue resolution.

 

What's the next step?

To learn more about implementing IBM Tealeaf in the SiteSpect cloud, please click on the button below to request a free consultation with us.

Implement IBM Tealeaf with SiteSpect Cloud

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Topics: Pereion Solutions, Customer Experience Management, Tealeaf Software, Tealeaf competitors, tealeaf web analytics, Tealeaf cloud, tealeaf analytics, IBM Tealeaf Partner, Tealeaf technology, Tealeaf IBM, Tealeaf partner

IBM ExperienceOne Forums Highlight Tealeaf Best Practices

Posted by Greg Jackman

Tue, Oct 21, 2014 @ 08:10 AM

Pereion Solutions recently sponsored two IBM ExperienceOne Customer Forums, one in San Francisco and one in Boston. Both events included robust discussions on Customer Analytics and specifically best practices in leveraging IBM Tealeaf to help companies improve digital customer experience across web and mobile.

IBM ExperienceOne Customer Forums image2 resized 600

Karen He, a Product Manager for IBM Tealeaf just wrote an IBM SmarterCommerce post about marketing optimization and customer experience best practices: Enhancing customer engagements through customer experience best practices based on these customer events. In the blog, she discusses our conversations around IBM Customer Analytics and Tealeaf, including Pereion’s partnership with SiteSpect, a premier provider of an A/B and Multivariate testing platform. This partnership includes a private cloud implementation of IBM Tealeaf with the SiteSpect Cloud platform. To learn more about this offering, please click here.

During both IBM ExperienceOne forums, there were presentations and discussions on Tealeaf Best Practices, including a Tealeaf Maturity Model on Best Practices from initial implementation through advanced use cases as well as sessions on Tealeaf CX Mobile Best Practices and Call Center Best Practices. The sessions included:

  • Best Practices in Identifying and Resolving Customer Struggle with IBM Tealeaf
  • Delivering Superior Mobile Customer Experience: Demonstration Showing How Leading Companies are Improving their Mobile Apps with IBM Tealeaf
  • Tealeaf in the Call Center: Reduce Costs and Improve Customer Satisfaction

 

IBM Tealeaf Maturity Model

For existing Tealeaf software users, IBM presented a maturity model of best practices to improve the customer journey, and maximize Tealeaf’s potential. The model highlighted the following steps:

  • Customer Experience Investigation
  • Monitoring Known Issues
  • Monitoring Site Processes
  • Measuring Customer Experience Key Performance Indicators
  • Advanced Business Impact Analysis
  • Voice of Customer Investigation

 

IBM Tealeaf CX Mobile Best Practices

The Tealeaf CX Mobile solution captures, stores and analyzes the customer experience to optimize your mobile channel giving your customers the power of Tealeaf’s customer experience management solutions for mobile websites. This includes the following Tealeaf CX Mobile capabilities:

  • Capturing user data for mobile websites to obtain complete mobile visibility.
  • Developing an early warning system to discover mobile application failures and usability issues, leading to unsuccessful transactions and cart abandonments.
  • Real-time drag and drop analysis of the mobile user’s behavior to quantify business impact and segmentation.
  • Identify errors in customers’ mobile sessions with ad hoc discovery and segmentation without tags.

 

Call Center Best Practices with IBM Tealeaf

How many customers contact your call center when experiencing an obstacle on your website? How long does it usually take to accurately understand the issue and identify the actual problem? Tealeaf software streamlines these business processes for your call center. Tealeaf’s best practices for customer service optimization in the call center include:

  • Offering instant customer session access to call center agents to walk through customer sessions, increasing customer service effectiveness.
  • Protecting online customer interactions records to resolve customer disputes quickly and accurately.
  • Providing online self-service options that reduce calls to the contact center, decreasing costs, and optimizing web and mobile channels.
  • Training your customers about online processes to avoid future calls, decreasing costs.

 

For a thorough analysis of the potential benefits of IBM Tealeaf for your business and a discussion about Tealeaf best practices in improving Customer Experience Management please click on the button below.

IBM Tealeaf Business Assessment 

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

 

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Topics: Pereion Solutions, Marketing Analytics, IBM Mobile Customer Engagement, Customer Experience Management, Tealeaf Software, IBM Tealeaf, Tealeaf competitors, tealeaf web analytics, Tealeaf best practices, tealeaf analytics, IBM ExperienceOne, IBM Tealeaf Partner, Tealeaf technology, Tealeaf IBM, IBM Tealeaf CX Mobile, IBM Tealeaf Call Center

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

Pereion is a Partner Sponsor of IBM ExperienceOne Customer Forums

Posted by Greg Jackman

Tue, Sep 16, 2014 @ 09:09 AM

Pereion Solutions will be a partner sponsor at two IBM ExperienceOne customer forums: Boston and San Francisco. These complementary forums will feature IBM product demonstrations and best practices for IBM Tealeaf, IBM Digital Analytics, Mobile, and Omni-Channel Marketing. IBM customers will also be delivering use case presentations to share their experiences and provide additional insight.  

We are very excited to participate in these IBM ExperienceOne forums. Each day will consist of hands-on learning, network, and strategic insight, all focusing on deepening your customer engagement. The dates and locations of the two forums are:

1. San Francisco - Thursday, October 9, 2014:
    Sir Francis Drake, a Kimpton Hotel

    450 Powell Street
    San Francisco, CA 94108

2. Boston - Thursday, October 16, 2014:
    Metro Meeting Center
    101 Federal Street, 4th Floor
    Boston, MA 02110

The agenda for these forums is as follows:

8:30-9:00 - Welcome Breakfast & Registration
9:00-10:00 – Keynote: The Road Ahead ExperienceOne
10:00-10:45 – Guest Speaker
10:45-11:00 – Break
11:00-12:00 – Tracks:

             1. Omni-Channel Marketing
             2. Real-time Personalization
             3. Customer Analytics

12:00-1:00 – Lunch
1:00-2:00 – Solution Speed Dating & Technology Updates
2:00-2:30 – IBM Business Partner Product Demos/IBM ExperienceOne Demos
2:30-2:45 – Break
2:45-4:45 – Customer Presentations: Customer Analytics & Omni-Channel
4:45-5:00 – IBM ExperienceOne News & Events
5:00-6:00 – Networking Cocktail Reception/Demos

Pereion Solutions is an Advanced IBM Business Partner delivering IBM ExperienceOne solutions, including IBM Tealeaf and IBM Digital Analytics. As an IBM Tealeaf business partner, we provide you with IBM Tealeaf best practices, event modeling, and analyst services customized to help optimize your digital customer experience. The combination of IBM Tealeaf with IBM Digital Analytics provides you truly unique capabilities to understand the what and why of web and mobile customer engagement.

We will be previewing a new capability at the IBM ExperienceOne Customer Forums that enables clients of IBM Tealeaf and SiteSpect optimization platform to run IBM Tealeaf alongside their SiteSpect Cloud implementation. SiteSpect provides the leading digital optimization platform that enables online businesses to test everything on their websites, without JavaScript tags. This joint implementation capability will truly allow customers to optimize conversion rates and digital customer experience.

We hope to see you at one of these IBM ExperienceOne customer forums!

The registration links are as follows:

IBM ExperienceOne Forum - San Francisco

IBM ExperienceOne Customer Forum - Boston

To learn more about what the IBM ExperienceOne portfolio offers, please feel free to visit our IBM Tealeaf page with a video clip on Customer Experience Management with IBM Tealeaf. You can also download our Digital Marketing Optimization – Customer Engagement Solutions solution brief:

 

Digital Marketing Optimization & Customer Engagement Solution Brief

 

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

 

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

Pereion Solutions Becomes IBM Advanced ExperienceOne Business Partner

Posted by Greg Jackman

Tue, Aug 12, 2014 @ 08:08 AM

Pereion Solutions recently qualified as an IBM Advanced Business Partner based on our expanded certifications to sell and support the IBM ExperienceOne portfolio, including: 

  • Digital Analytics
  • Tealeaf Customer Experience Management
  • Mobile Customer Engagement
  • Silverpop Marketing Platform

 

IBM Advanced Business Partner 

 

We are continuing to invest in skills, resources, and capabilities around the IBM Tealeaf and Digital Analytics offerings. Pereion Solutions is also now certified as an IBM SaaS Solution Provider, so that we’re able to fully support customers with IBM SaaS based deployments as well as on premise. 

With the tighter integration of IBM Digital Analytics and Tealeaf that IBM announced this year, we are able to provide a comprehensive set of customer analytic capabilities to clients ranging from standard digital analytics, to improving customer experience by addressing customer challenges in completing online business processes or transactions.

As a Tealeaf business partner we play several roles for clients, including Tealeaf business analyst or Tealeaf integrator. We’re able to leverage products like cxLifecycle which help integrate a longer view of customer engagement and provide a more integrated view of digital or mobile analytics with greater visibility into online customer experience.

Our focus is on helping clients understand key online business process or transactions, then setting up the correct level of event reporting and analysis that will allow you to identify and improve the key website or mobile inhibitors customers may encounter. 

 

Need Help with IBM Tealeaf and IBM Digital Analytics?

We’re dedicated to assisting clients fully exploit IBM Tealeaf and IBM Digital Analytics, including implementing IBM Tealeaf and IBM Digital Analytics, as well as enabling Tealeaf business analysis and IBM Digital Analytic reporting.

If you’re interested in learning more about Tealeaf and Tealeaf best practices, please read the blog: 12 Best Practices to Improve Customer Experience with IBM Tealeaf.

To find out more on IBM Tealeaf Customer Experience Management offerings see our IBM Tealeaf page and IBM Tealeaf Resources page.

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

 

 

Topics: Pereion Solutions, Marketing Analytics, Customer Experience Management, Tealeaf Software, IBM Tealeaf, Tealeaf competitors, tealeaf web analytics, Coremetrics, Tealeaf best practices, tealeaf analytics, IBM ExperienceOne, IBM Tealeaf Partner, Tealeaf technology, Tealeaf IBM, 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.

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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

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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