Essentials of Customer Metrics

Description

Government services and information has never been as readily available to citizens as it is today. The number of touch points has grown significantly in the digital age and includes your web site, social media sites, mobile device access, mobile applications, email, chat as well as the tried-and-true call centers and storefronts. With the growth in the number of these channels has come increasing focus on measuring and understanding their performance.

This two-day course covers all the bases: from the fundamentals of web analytics to mobile measurement. We’ll use practical, real-world examples to demonstrate key concepts and provide hands-on techniques for developing robust metrics and indicators that work regardless of the channel. Alex will help you answer such questions as:

• Is email more effective at driving engaged visits and generating value events relative to our mobile app? 
• How is usage across our call center changing in response modifications of site content?
• Are our social media efforts working?

About the Presenter

Alex Langshur is founder and CEO of PublicInsite, a Boston and Ottawa-based web analytics, optimization, and marketing consulting firm. Alex established PublicInsite because he saw a tremendous need for a bridge between those who manage online data within organizations and those for whom the insights arising from the data have the most value.

He is passionate about helping clients understand the meaning and business value within the numbers, and optimizing the connection between each client’s unique vision and needs and the online behavior and desires of its most important stakeholders.

Alex is a sought after speaker and is the past-President of the Web Analytics Association (WAA). He teaches highly rated courses on web analytics for University of British Columbia, GSA's DigitalGov University, and WAA Base Camp, and has been frequently published in journals and magazines.