Loyalty is Key

Everyone talks about ROI (return on investment) and many businesses use Google Analytics to measure the ROI of their internet marketing endeavours using the number of sales measured against the data they get about user activity before they “add to cart” or similar.

What if you have no e-commerce on your site. Maybe you provide a service, provide information,  market a cause or a brand and there is no on-line payment transaction to enable this type of analysis. What should you be measuring? How can you use Google Analytics data to interpret the success of a visit to your website?

Whilst the jury is still out about how much Google uses visitor loyalty data when calculating the quality of your site. I think it is safe to presume that after the Google Panda update,  these metrics are becoming much more relevant to page position in the SERP’s than before. If you follow our surviving the Google Panda update guidelines, you will be well on your way to solving any problems that you discover when analysing your visitor loyalty.

If you are new to Google Analytics I would strongly recommend our Google Analytics Course, we get rave reviews. For those who are familiar with the basics you can fine tune your master skills on our Advanced Google Analytics Course, we also provide SEO training, however back to the plot.

Measuring Visitor Loyalty in Google Analytics

We recommend measuring successful visits using the four different  metrics in the “Visitor Loyalty” section of Google Analytics found in the Visitors section that appears when you log into your account:

• Loyalty
• Recency
• Length of Visit
• Depth of Visit

Visitor Loyalty Google Analytics

The fact that Google Analytics shows you the distribution of the metrics is key to being able use use this data in a way that allows you to analyse and measure success.

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Posted by Heather Buckley in Google Analytics Training, SEO Training, Social Media Training on August 25th, 2011 | 10 Comments »

Here are 5 basic rules top help improve your overall customer satisfaction.

1. Prioritise people before paperwork. Make sure that the customer is always number one, this will help the customer to feel more important and that they are valued by your business, after all it’s them that your business depends upon.
2. Manners. Customers are very sensitive to how they are being spoken to, a few polite manners in this sort of situation will go a long way.
3. Never hurry your customer. This is something that all customers hate. They don’t like to feel under pressure or stressed, especially if it means that  they might buy something that they don’t want and waste their money and time.
4. Always be friendly. This will not only help the customer feel more at ease but it will also help lighten the mood and help create a bettor environment for customers in general. It may even be the case that a customer now somehow feels a sense of loyalty toward your business and will be more inclined to use you again.
5. The customer is always first. This is really the underlying principle behind all the previous rules. If the customer doesn’t feel wanted or appreciated then obviously they will be far less likely to buy anything or to ever return. However if they do feel that they are wanted and appreciated then the reverse is true and they will be more inclined to do the aforementioned actions. This is the key to customer satisfaction and should be the building block of how you treat your customers.

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Posted by Aaron Charlie in Sales Resources on April 1st, 2009 | No Comments »