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VOICE OF THE CUSTOMER
IN A “DIGITAL-FIRST" WORLD
Duff Anderson, SVP & Co-Founder, iPerceptions
iPerceptions.com @duff_ande...
Duff Anderson
SVP & Co-Founder iPerceptions
duff@iperceptions.com
HELPING BRANDS AND ORGANIZATIONS BE CUSTOMER-CENTRIC
iPe...
ARE YOU IN THE DARK?
THE AGE OF THE EMPOWERED CUSTOMER
iPerceptions.com duff@iperceptions.com #PSEWEB
A DIVERSE ONLINE AUDIENCE
iPerceptions.com @duff_anderson #PSEWEB
DEFAULT IS TO TURN TO WEB ANALYTICS
It [web analytics] cannot, no
matter how much you torture
the data, tell you Why
somet...
BEHAVIOR
THE WHAT
INTENT
THE WHY
WEB ANALYTICS HAS A BLIND SPOT
iPerceptions.com @duff_anderson #PSEWEB
REAL CUSTOMERS IN REAL SITUATIONS
iPerceptions.com @duff_anderson #PSEWEB
Voice of
Customer
Digital
Analytics
THE CUSTOMER EXPERIENCE
Marketing
Technologies
www.iperceptions.com
iPerceptions is di...
REAL-TIME
REPORTING
WHAT HAPPENED?
DIAGNOSTIC
RESEARCH / MEASURE
ACTIVE RESEARCH
EVOLVING RESEARCH | FROM DIAGNOSTIC TO RE...
MONITORING
WHAT IS
HAPPENING?
REAL-TIME
REPORTING
WHAT HAPPENED?
DIAGNOSTIC
RESEARCH / MEASURE
ACTIVE RESEARCH
EVOLVING RE...
ANALYSIS
WHY DID IT
HAPPEN?MONITORING
WHAT IS
HAPPENING?
REAL-TIME
REPORTING
WHAT HAPPENED?
DIAGNOSTIC
RESEARCH / MEASURE
...
VOICE OF THE CUSTOMER IS AN ESSENTIAL PART OF A RESPONSIVE REDESIGN
iPerceptions.com @duff_anderson #PSEWEB
ANALYSIS
WHY DID IT
HAPPEN?MONITORING
WHAT IS
HAPPENING?
PREDICTION
WHAT WILL MOST
LIKELY HAPPEN?
REAL-TIME
REPORTING
WHAT...
RECOGNITION
AS IT
HAPPENS
ANALYSIS
WHY DID IT
HAPPEN?MONITORING
WHAT IS
HAPPENING?
PREDICTION
WHAT COULD
HAPPEN?
REAL-TIME...
AUTOMATION
ACT ON WHAT
IS HAPPENING
RECOGNITION
AS IT
HAPPENS
ANALYSIS
WHY DID IT
HAPPEN?MONITORING
WHAT IS
HAPPENING?
PRE...
VOICE OF THE CUSTOMER CAN HELP YOU OPTIMIZE PERSONALIZATION
iPerceptions.com @duff_anderson #PSEWEB
VOICE OF THE CUSTOMER INCREASES THE EFFECTIVENESS OF RETARGETING
iPerceptions.com @duff_anderson #PSEWEB
VOICE OF THE CUSTOMER IS NO BRAINER IN A “DIGITAL-FIRST” WORLD
DON’T BE LEFT IN THE DARK!
SIGN UP TODAY !
iPerceptions.com @duff_anderson #PSEWEB
customercentricmarketer.com
www.iperceptions.com |
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iPerceptions #PSEWEB presentation - Customer feedback is a no brainer in a "digital-first" world

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Digital strategy and execution are anchored in web analytics but web analytics only tells half the story. In the words of Avinash Kaushik, digital marketing evangelist for Google and bestselling web analytics author, “It [web analytics] cannot, no matter how much you torture the data, tell you WHY something happened.” This is the presentation given by Duff Anderson, SVP and Co-Founder at iPerceptions, on July 27, 2015 at the #PSEWEB conference in Montreal.

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iPerceptions #PSEWEB presentation - Customer feedback is a no brainer in a "digital-first" world

  1. 1. VOICE OF THE CUSTOMER IN A “DIGITAL-FIRST" WORLD Duff Anderson, SVP & Co-Founder, iPerceptions iPerceptions.com @duff_anderson #PSEWEB
  2. 2. Duff Anderson SVP & Co-Founder iPerceptions duff@iperceptions.com HELPING BRANDS AND ORGANIZATIONS BE CUSTOMER-CENTRIC iPerceptions.com @duff_anderson #PSEWEB
  3. 3. ARE YOU IN THE DARK?
  4. 4. THE AGE OF THE EMPOWERED CUSTOMER iPerceptions.com duff@iperceptions.com #PSEWEB
  5. 5. A DIVERSE ONLINE AUDIENCE iPerceptions.com @duff_anderson #PSEWEB
  6. 6. DEFAULT IS TO TURN TO WEB ANALYTICS It [web analytics] cannot, no matter how much you torture the data, tell you Why something happened. Avinash Kaushik, bestselling author Digital marketing evangelist @ Google iPerceptions.com @duff_anderson #PSEWEB
  7. 7. BEHAVIOR THE WHAT INTENT THE WHY WEB ANALYTICS HAS A BLIND SPOT iPerceptions.com @duff_anderson #PSEWEB
  8. 8. REAL CUSTOMERS IN REAL SITUATIONS iPerceptions.com @duff_anderson #PSEWEB
  9. 9. Voice of Customer Digital Analytics THE CUSTOMER EXPERIENCE Marketing Technologies www.iperceptions.com iPerceptions is disrupting the industry. We have taken the value of customer experience research out of the past and put it in real-time to offer personalized experiences to individual customers.
  10. 10. REAL-TIME REPORTING WHAT HAPPENED? DIAGNOSTIC RESEARCH / MEASURE ACTIVE RESEARCH EVOLVING RESEARCH | FROM DIAGNOSTIC TO REAL-TIME BUSINESS PROCESS / ACTION ACTIVE RECOGNITION
  11. 11. MONITORING WHAT IS HAPPENING? REAL-TIME REPORTING WHAT HAPPENED? DIAGNOSTIC RESEARCH / MEASURE ACTIVE RESEARCH EVOLVING RESEARCH | FROM DIAGNOSTIC TO REAL-TIME BUSINESS PROCESS / ACTION ACTIVE RECOGNITION
  12. 12. ANALYSIS WHY DID IT HAPPEN?MONITORING WHAT IS HAPPENING? REAL-TIME REPORTING WHAT HAPPENED? DIAGNOSTIC RESEARCH / MEASURE ACTIVE RESEARCH EVOLVING RESEARCH | FROM DIAGNOSTIC TO REAL-TIME BUSINESS PROCESS / ACTION ACTIVE RECOGNITION
  13. 13. VOICE OF THE CUSTOMER IS AN ESSENTIAL PART OF A RESPONSIVE REDESIGN iPerceptions.com @duff_anderson #PSEWEB
  14. 14. ANALYSIS WHY DID IT HAPPEN?MONITORING WHAT IS HAPPENING? PREDICTION WHAT WILL MOST LIKELY HAPPEN? REAL-TIME REPORTING WHAT HAPPENED? DIAGNOSTIC RESEARCH / MEASURE ACTIVE RESEARCH EVOLVING RESEARCH | FROM DIAGNOSTIC TO REAL-TIME BUSINESS PROCESS / ACTION ACTIVE RECOGNITION
  15. 15. RECOGNITION AS IT HAPPENS ANALYSIS WHY DID IT HAPPEN?MONITORING WHAT IS HAPPENING? PREDICTION WHAT COULD HAPPEN? REAL-TIME REPORTING WHAT HAPPENED? DIAGNOSTIC RESEARCH / MEASURE ACTIVE RESEARCH EVOLVING RESEARCH | FROM DIAGNOSTIC TO REAL-TIME BUSINESS PROCESS / ACTION ACTIVE RECOGNITION
  16. 16. AUTOMATION ACT ON WHAT IS HAPPENING RECOGNITION AS IT HAPPENS ANALYSIS WHY DID IT HAPPEN?MONITORING WHAT IS HAPPENING? PREDICTION WHAT COULD HAPPEN? REAL-TIME REPORTING WHAT HAPPENED? DIAGNOSTIC RESEARCH / MEASURE ACTIVE RESEARCH EVOLVING RESEARCH | FROM DIAGNOSTIC TO REAL-TIME BUSINESS PROCESS / ACTION ACTIVE RECOGNITION
  17. 17. VOICE OF THE CUSTOMER CAN HELP YOU OPTIMIZE PERSONALIZATION iPerceptions.com @duff_anderson #PSEWEB
  18. 18. VOICE OF THE CUSTOMER INCREASES THE EFFECTIVENESS OF RETARGETING iPerceptions.com @duff_anderson #PSEWEB
  19. 19. VOICE OF THE CUSTOMER IS NO BRAINER IN A “DIGITAL-FIRST” WORLD
  20. 20. DON’T BE LEFT IN THE DARK! SIGN UP TODAY ! iPerceptions.com @duff_anderson #PSEWEB customercentricmarketer.com
  21. 21. www.iperceptions.com |

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