Mobile Analytics Export

I would like to talk about analytics and the export function. Sometimes the analytics tools just can't do what you want. Maybe it doesn't give the KPI you are looking for or just not in-depth enough to provide a clear view of what is happening. Don't get me wrong sometimes we go too deep and often can forget what we were searching for in the first place. But, it is always good to know that you can do that if you want.

As the title mentions this is about CEM4Mobile Analytics Surveys and Ranking. I use this analytics tool daily. I am always looking for a new KPI to produce or data to play around with. That is why I find the export function in CEM4Mobile so great. Yes, of course there are hundreds of different options inside the portal for organizing data, segmenting users, cross analyzing, following market trends, or discovering top performing marketing channels. However, so much more can be discovered by exporting in CSV form and manipulating the data with Microsoft Excel or Open Office equivalent Calc.

Every chart in CEM4Mobile has an export function, but the one I use the most is probably from the cross-analysis function. There the data can be shown in "daily view" so I can follow the activities of everyday.

Most recently I made a chart in Excel 2007 where I have cross analyzed handsets with user status. My goal was to find correlations between: handsets, user status, pageviews per visit, bounce rate, and visit length. With this information I could more accurately target handsets that are performing the best overall on my site and use this to improve and track user status for more loyal customers.

Previously, I have made more in-depth analyses. One such example was a previous 3 month, month by month comparison. That specific example I was examining the changes in hourly usage. I imported each month's data in the three selected areas. I found the average of pageviews, unique users, and visits for each month's average hourly amount. I then calculated the change of the most recent month from the previous month. If the change was for the better it would automatically insert a green upward pointing arrow. If the change was for the worse it would present a downward pointing red arrow. Additionally, the figures for the most recent month were colored red, yellow, or green. Red numbers were if the numbers were more than 10% below average. Yellow numbers were the 3 month average plus or minus 10%. Green numbers represented figures more than 10% above the average amount.

If anyone has any questions about using Excel to get these kinds of calculations or more I would be glad to try and assist you. Maybe I can start writing blogs posts in detail how to manipulate to find KPI's. Just so you know my specialty is in mobile analytics and I am by far not a pro Excel user, but I can try to offer my assistance in any case.

What Can I Get From Utilizing Mobile Surveys

The question is not what can you get but what can you not get and the answer is....I don't know. What I do know is that you can get more information than you can handle from a mobile survey. Below you will find some ideas for questions.
Some suggestion for things you might want to know and why may include:
Demographics - Improve: target marketing,target sales, customer segmentation through the following questions.

• Age
• Gender
• Education
• Income

Customer Satisfaction - This is something most companies don't know they can do online. Satisfied customers are you most profitable and Unsatisfied customers can be your poison. Keep it Simple.

• 1-10 Satisfaction Scale
• Additional Free Text Answer Optional

Contact Information - This can be a sensitive area and difficult to obtain but can be useful and if they wish to be contacted they will provide the information.

• Email
• Mobile Phone Number
• Mailing Address

Benefits

Ok, now you have seen a sample of what you can get. I can give a few example situations of how each of these topics can help.

1.For me is user satisfaction is of highest importance. Users must be satisfied with the service. If they are not satisfied with the service worst case scenario and most often customers are lost and never regained.

2.I would label any free text responses I might get for improving the site or service to be next to user satisfaction. This is good because it gives me a chance to continuously improve functionality and content provided. Thus improving customer satisfaction. It also lets the customer know that they are heard and important.

3.Finally, I would say that general demographics and contact information are important for targeting the most ideal customer understand traffic flows and interactions on my site by any demographic I choose.

"Know your customers' needs, opinions, and actions. Then, fulfill them."

For more information  please move on Mobile Surveys.

What is Customers Experience Management?

Customer experience management scans the environment to study the interactions between customers and companies. The goal of CEM is to promote customers from just being satisfied to being loyal and then to advocates for the service.

Customer experience management analyzes end-user behavior and patterns, their opportunities, the technologies accessible to their target audience, and the environment where end-users access services from. CEM also seeks to conduct surveys that show customers feedback in terms of their opinions, options and values. CEM is the best tool for measuring the success of mobile channels with respect to the experiences and interactions with the callers.

Companies that perform mobile analytics usually have a background in IT and telecommunications and have a clear picture of the challenges facing users in the mobile experience. Customer experience management is conducted by innovative and experienced teams that have designed products which analyze mobile wireless transactions.

CEM4mobile is a product developed by CEM4Mobile Solutions Ltd, a company that uses mobile analytics to conduct CEM surveys. This product supports both browsing and application-based services and generates statistical data from portals and application servers.