Tealeaf has developed a unique solution to managing the online customer experience, by capturing the details of every transaction we deliver insight into why your customers succeed or fail in their online transactions.
On our Blog we cover Customer Experience topics and beyond and encourage you to visit, read and better yet participate with a comment or question. Browse some of our recent topics:
- The Golden Teapot Award - Customer Experience Management Excellence
By Robert Wenig, Founder & Chief Technology Officer
Customer Experience is really all about servicing the customer and finding optimized ways to do it. Read how GoldMedal Travel realized solving abandonment is not always about testing pages or fixing issues. - Friendly Fraud - The Best Defense is a Good Offense
By Robert Wenig, Founder & Chief Technology Officer
According to the Merchant Risk Council, an association that counts leading retailers as members, The average retailer loses 1.1 to 1.5% of revenue due to online fraud. So just what is 'Friendly Fraud' and what can you do to prevent it? - The Evolution of the Cookie – Too much of a good thing?
By Robert Wenig, Founder & Chief Technology Officer
In addtition to mainstream applications—authentication and personalization, everybody is trying to use cookies for different purposes: Google Analytics, survey products, chat, A/B testing , etc. But browsers have limitations, so when your applications start breaking in ways that you can’t understand, start counting your cookies. - When Good Shopping Carts go Bad
By Dave Ewart, Director, Online Marketing
When was the last time you left a half full cart at the grocery store? Online we do it all the time. Abandoned cart remarketing a profitable way to convert lost customers, but what happens when the user abandonded due to a site error? What is really at risk? - What happens when the Website is the only choice?
By Robert Wenig, Founder & Chief Technology Officer
When companies remove options and force customers to use their online channel, what happens if and when the website fails? What options does the customer have left but take their business elsewhere. Read why you should invest to protect the success of your online channel. - the future of customer experience- Network Visibility
By Robert Wenig, Founder & Chief Technology Officer
Companies of tomorrow will provide content, services and conversions across a multitude of third party partners and domains. While the consumer aligns with a single brand, the company needs to support their entire user experience. Watch a video on how Tealeaf of tomorrow will provide visibility across the extended network. - SUCCESS IS... A CUSTOMER THAT "GETS IT"
By Robert Wenig, Founder & Chief Technology Officer
There are many stages to starting a software company. You need to have an idea, money, people, infrastructure. But the thing that you need the most are customers who can take your product and turn it into their solution in ways that make you sit back and say "Cool"... - The Origins of the tealeaf Name
By Robert Wenig, Founder & Chief Technology Officer
I stumbled across an article recently comparing Tealeaf to Apple, Macintosh and Blackberry, well our name specifically, and it had me reminisce about our origins– how a company focused on providing insight into customers' online experience ended up being called "Tealeaf". - The "V's have it" - Virtualization, Visibility and...
By Robert Wenig, Founder & Chief Technology Officer
I was talking with a technology partner about what Tealeaf does and what our value is. He stopped me cold with the observation “Virtualization and Visibility” – that’s what it’s all about. - The "F" Word - Visibility into Fraudulent Online Behavior
By Robert Wenig, Founder & Chief Technology Officer
It used to be that I couldn't say the "F"(Fraud)' word, but now that it's front and center on our web site as a value proposition, my fingers are allowed to type freely. Seriously, I've had a lot of interesting conversations on he tpic with our customers and prospects and I felt it was worthwhile to compose a blog post and document that explores how Tealeaf could be leveraged to help fight fraud. - Digging Into A/B and Multivariate Testing Results
By John Dawes, Vice President, Product Management
Ebusinesses understand the value of testing before making design decisions or implementing online marketing strategies; that’s why A/B and multivariate testing tools are so popular today. But with either an A/B or multivariate method, you are making critical decisions based on one metric alone: "Did the variable perform well or not?" Do you think that ONE metric is really enough? Here's how Tealeaf can help and why we partners with leaders in this field. - Investigate Changes or Differences in Conversion Rates - Another CEM Best Practice
By John Dawes, Vice President, Product Management
Online businesses live and die through conversion rates and task success rates. Most of my customers can tell me what their key metrics are at any point in time, they know a sudden change in conversion rates or other success rates triggers a need for investigation. Understanding the true reasons for the conversion change often goes beyond traditional segmentation, it requires understanding why the segments behaved differently and is best served with a Customer Experience solution. - Customer Experience Management: The Time is Now
By Geoff Galat, Vice President, Marketing & Product Strategy
At Tealeaf, we have witnessed the growth of CEM over nearly a decade now, and as more and more transactions move online, people in turn demand more from the online experience. Companies are realizing that they can't just throw money at site performance issues — they have to be able to *see* their customers', and *understand* their experiences in order to deliver upon their site's promises. Ventana Research recently posted a noteworthy blog about CEM and its evolution and the need to up-level ownership of the customer experience across the enterprise. - CEM Best Practice: Observe and Review Actual Customer Behavior
By John Dawes, Vice President, Product Management
What do the most customer-centric businesses have in common? They go beyond listening to their customer but systematically review the customer's experience on a regular basis. This is straight-forward with retail store purchases and banking call centers; but how can you leverage this best practice in the online channel? Gather your site stakeholders and establish weekly customer review sessions. - Investigating Information Coming From Voice of Customer (VOC) Surveys and Public Forums
By John Dawes, Vice President, Product Management
Customers are often your best source of information as to why your site isn’t delivering as much value as you (or they) would like. And they are already talking to you. All you need is a systematic way to listen to them and turn their feedback into something that is actionable. - Monitor Your Customer Experience KPIs
By John Dawes, Vice President, Product Management
When I talk to ebusiness leaders, they can almost always name a number of factors that affect their customers’ online experience, the most customer-centric of them have set up Key Performance Indicators (KPIs) to measure and alert them to changes and trends. What are the metrics that have the biggest impact on the customer experience? While every site is unique, here are some best practices for Customer Experience KPIs... - Take Action on Customer Service Complaints
By John Dawes, Vice President, Product Management
It's easy for ebusinesses to set up processes for collecting online customer complaints, the challenge is in investigating the data, gauging the impact and prioritizing to make sure you can respond appropriately and put these complaints to good use. Discover Customer Experience Management best practices on managing customer issues. - Where Do I Start Customer Behavior Analysis? I Have So Many Sessions!
By John Dawes, Vice President, Product Management
When I talk to ebusiness leaders about Tealeaf, they immediately see the value of being able to replay what each customer is doing and seeing in real-time on every page of the site. But the thought of having thousands if not millions of individual customer sessions to review can be overwhelming. Is looking for customer experience issues like looking for a needle in a haystack? No. Read my response on how replay can help target your customer behavior analysis initiatives. - The Qualitative and The Quantitative Faces of Customer Behavior Analysis
By John Dawes, Vice President, Product Management
How often does an anomaly in the numbers get written off as a data problem because it can’t be validated in the real world, or a huge problem get ignored because it isn't visible? Discover the connection between the qualitative and the quantitative aspects of customer behavior analysis makes customer experience management both data-driven and actionable. - Why Ebusinesses Need Online Customer Experience Optimization Best Practices?
By John Dawes, Vice President, Product Management
Over the last few years, I have talked to hundreds of people about customer experience management, including Tealeaf customers, prospective customers, and industry analysts and observers. As a group everyone agrees that online customer experience has room for improvement. So what is standing in the way, what is missing and why can't ebusinesses take a disciplined approach? Here's my take in the first of a series of online customer experience optimization best practice blogs. - A Video Response — Why and How does Tealeaf Capture The Complete User Experience?
By Robert Wenig, Founder & Chief Technology Officer
Optimizing your customer's experience begins with the data you capture. What you capture and how you capture it has a direct impact on the value you can extract from it. Watch a video explaining what data Tealeaf captures, how we do it and more importantly why we capture it all. - My Customer Experience(s)
By Geoff Galat, Vice President, Marketing & Product Strategy
Am I the poster child for bad website experiences or I am simply indicative of the typical challenges every customer experiences? After weeks of travel for user group meetings and events across the US and the UK, and the amount of mainstream press now dedicated to the customer’s experience, I’m guessing the latter. Online customer experience is really just Business 101, and I’m simply one of the many customers today... - Testing Web Applications in Production
By Robert Wenig, Founder & Chief Technology Officer
Many of us are familiar with things such as controlled experiments such as A/B tests and use them regularly. Looking beyond the quantitative data extracted and the conversion rates, how does the broader customer conversion experience factor into the results? What value does Tealeaf play in controlled experimentation? - Free the Data
By Robert Wenig, Founder & Chief Technology Officer
In today's all-digital world, data and customers are growing exponentially. It's estimated that currently over 20 million users get email on wireless devices and this number will reach 350 million users by 2010. Email, pictures, visits, transactions; everything is expanding; but how can companies sort out the data generated to make critical key business decisions, and what does this all have to do with Customer Experience Management and Tealeaf... - Tealeaf and Web Analytics: Quantitative + Qualitative
By Robert Wenig, Founder & Chief Technology Officer
What are the benefits of bringing together Quantitative (the 'What') and Qualitative (the 'Why') data together? In a recent whitepaper by Eric Peterson, he makes the conclusion that both are foundational to understanding the online experience. Let's build off that... - New Twists in Capturing the Online User Experience
By Robert Wenig, Founder & Chief Technology Officer
With current enterprise extended architecture, how can I extend my level of visibility when a customer navigates across multiple websites and multiple companies? - Compliance and the Web
By Robert Wenig, Founder & Chief Technology Officer
Many levels of corporate communication are archived for compliance: email, phone calls, printed documents. Why should the web be treated any differently? A look at a possible future... - AJAX Angst — a two part topic
By Mark Neumann, VP of Engineering
Web2.0! The buzz is everywhere. Your site to be more customer interactive, but how will it affect my customer's experience, conversions, engagement and interactions? With all the new technology what can I monitor? What can I measure and more importantly how can I see my customer in this new technology? - Focus on the Critical “Blind Spots” of Customer Experience
By John Berkley, Director of Product Management
Many new Tealeaf customers ask us “It’s great that we can replay any customer’s session – but which ones are we supposed to look at?" Well we eat our own dog food at Tealeaf every day, and use our own products to understand what our web visitors are doing. Read on to see how we see our customers, and how you can target your critical areas. - Where does Tealeaf Data Come From — and Why
By Robert Wenig, Founder & Chief Technology Officer
Understand the origins, current state and future of technologies such as web logs, page tagging as applied to measuring and managing the online customer experience. Discover how Tealeaf takes a different path by capturing every user session, every time and learn why that makes a difference. - What is Cisco up to?
By Robert Wenig, Founder & Chief Technology Officer
What do you get by combining set-top boxes, online collaboration and a managed quality of service network? You get the home portal. Are we entering a new world, one where every area of your house has an IP address? - Customer Self Service Requires Service
By Robert Wenig, Founder & Chief Technology Officer
Why can't web applications be properly debugged? I started Tealeaf in 1999 to address this very issue. I can't be the only person who thinks a "Hall of Shame" is needed to alert companies to their online customer experience challenges, so share with me your frustrating online challenges. - Metrics Don't Abandon Websites, People Abandon Websites
By Geoff Galat, Vice President, Marketing & Product Strategy
What is the 'acceptable rate' of failure for online transactions? Odd question right, but it does come up. We should really be asking why should online failure be accepted at all? When the Web was "new", it was somehow acceptable for businesses to allow their customers to fail online, when it has never been acceptable for other channels. Read how all of that is changing...
