Ensuring your customers are having positive experiences with your company at all levels, including initial brand awareness and loyalty, is crucial to the success of your business. Customer Analytics For Dummies shows you how to measure each stage of the customer journey and use the right analytics to understand customer behavior and make key business decisions.
Customer Analytics For Dummies gets you up to speed on what you should be testing. You'll also find current information on how to leverage A/B testing, social media's role in the post-purchasing analytics, usability metrics, prediction and statistics, and much more to effectively manage the customer experience. Written by a highly visible expert in the area of customer analytics, this guide will have you up and running on putting customer analytics into practice at your own business in no time.
Shows you what to measure, how to measure, and ways to interpret the data
Provides real-world customer analytics examples from companies such as Wikipedia, PayPal, and Walmart
Explains how to use customer analytics to make smarter business decisions that generate more loyal customers
Offers easy-to-digest information on understanding each stage of the customer journey
Whether you're part of a Customer Engagement team or a product, marketing, or design professional looking to get a leg up, Customer Analytics For Dummies has you covered.
Most Helpful Customer Reviews
If you have a business degree, and if your college focus was on data analysis, statistics, and probabilities, and if you got your degree within the last several years, and if you were paying close attention to your professors, and if you've had the opportunity to apply what you learned in a few real-world business situations, then you likely know some of what Mr. Sauro discusses in Customer Analytics for Dummies.
If you own a business, or if you plan to, or if you work for one, and if you haven't done all of the above--to put it succinctly: if you haven't read and absorbed the wisdom in Mr. Sauro's Customer Analytics for Dummies--then it's likely--I mean, there's a 99.95% probability--that your customers--their behaviors, their likes and dislikes, what they want and don't want, and what they're going to do next--are a complete (that's total, utter, and categorical) mystery to you.
That was okay 50 years ago, or maybe even 15 years ago, when everyone was in the...
I'm a huge promoter of Jeff Sauros work and contributions to the UX research community. Highly recommend this and all the other books written by Jeff.
Hoping Jeff's next book will focus more on predictive analytics!
I've read a lot about predicting with analytics but find many of the introductory books just assume you already know so much. It provides a good foundation in correlations and making comparisons, which are essential tools for making decisions with analytics. I help companies implement better testing strategies to improve their conversion rates. Like in his earlier book, Jeff is able to both explain the technical aspects of A/B testing without it being too academic and show you how it integrates well into a larger customer measurement framework. He provides the essential information on statistical significance and sample size and makes it relevant and easily digestible. I found the Appendix on Predictive Analytics particularly helpful.
For some reason, stats for AB testing and customer analytics is extremely hard to wrap one's head around -- even though the math is not particularly complex. It's almost as if statisticians wanted to cover up the simplicity and practicality...
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