Customer experience analytics : how customers can better guide your web and app design decision

By:

Arilkan, Akin

Contributor(s):

Davenport, Thomas H

Publication details: Routledge 2023 New YorkDescription: 326 pISBN:

9781032370767

Subject(s):

DDC classification:

658.812 ARI

Summary: This book provides a comprehensive guide to user experience (UX) analytics, addressing the skill gap in decision-making in a digital-first world. Despite two decades of web metrics, customer experience remains a black box. UX analytics tools help businesses view themselves and customers, but decision-makers often rely on skilled analysts to interpret data, leading to delays and confusion. The book teaches the C-SUITE method for applying UX analytics to any digital optimization challenge and provides 50 case studies, 30 cheat sheets, and 10 mindmaps for various roles, including senior leaders, product managers, and ecommerce specialists. It is a valuable resource for managers across industries and entry-to-mid-level professionals in marketing, e-commerce, sales, product management, and more, helping them improve their websites and apps.

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Holdings
Item type	Current library	Collection	Call number	Status	Date due	Barcode	Item holds
Book	Jammu General Stacks	Non-fiction	658.812 ARI (Browse shelf(Opens below))	Available		IIMJ-7831

Total holds: 0

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Previous	658.81 STI Sales and Distributive Management	658.81 STI Sales and Distributive Management	658.81 VEN Sales & distribution management : an integrative approach	658.812 ARI Customer experience analytics : how customers can better guide your web and app design decision	658.812 BAT Strategies for the digital customer experience : connecting customers with brands in the phygital age	658.812 BEA Bringing loyalty to life : how to earn, build and leverage enduring customer loyalty	658.812 BEC Fanomics : turn customers into fans and profit from it	Next

1. What Ingredients Make for a Good Experience? 2. Where Are the Blindspots in the Traditional Digital Intelligence Ecosystem? 3. A Map of Digital Experience Analytics and Metrics 4. Connect the Dots Between Experience and the Digital Intelligence Ecosystem 5. Solve Common Challenges at the Top of the Funnel 6. Solve Common Challenges at the Middle of the Funnel 7. Solve Common Challenges at the Bottom of the Funnel 8. Solve Common Challenges at the Flip Side of the Funnel 9. Solve Challenges Across the Entire Customer Journey 10. Target and Personalize Marketing Experiences Based on Digital Body Language 11. See the Future of Experience Analytics

This book provides a comprehensive guide to user experience (UX) analytics, addressing the skill gap in decision-making in a digital-first world. Despite two decades of web metrics, customer experience remains a black box. UX analytics tools help businesses view themselves and customers, but decision-makers often rely on skilled analysts to interpret data, leading to delays and confusion. The book teaches the C-SUITE method for applying UX analytics to any digital optimization challenge and provides 50 case studies, 30 cheat sheets, and 10 mindmaps for various roles, including senior leaders, product managers, and ecommerce specialists. It is a valuable resource for managers across industries and entry-to-mid-level professionals in marketing, e-commerce, sales, product management, and more, helping them improve their websites and apps.

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