顧客体験を計測する

Paul Holsteinのブログから。
http://paul.webanalyticsdemystified.com/2008/08/22/measuring-the-customer-experience/

備忘録なので訳さず。
* We review our Product Reviews to see the problems or successes our customers experience.
* We have a suggestion box on every single page of our website where customers can tell us if any page is confusing or needs additional information.
* We monitor blogs with a tool from bloglines.
* We use Google Alerts to monitor new web pages that reference us.
* We look at new referrers to our site to see what they say about us.
* We have a self serve testimonial page where our customers can share comments.
* We monitor our e-mail to sales@ or orders@ or webmaster@ using help desk software.
* We regularly perform usability studies in our own lab.
* We regularly perform multivariate testing using Google’s website optimizer.
* We use Alertsite to monitor our website performance. Gomez is a more expensive competitor.
* We monitor our 404 errors by studying our log files, not just our Omniture reports.
* We poll our customer service reps. to get an idea of our customer’s thoughts.
* We monitor high bounce rate pages.
* We monitor zero site search results.
* We use a newspaper clipping service from Cison (formerly Bacons). A competitor is Burrelles Luce.
* We regularly crawl our own site looking for problems.