Podcasts about clicktale

הירשמו לעדכונים על סדרת המאסטרקלאס לגיוס (ועוד טיפים וכלים ליזמים) - בבלוג הרשמי של תוכנית Fusion: https://blog.fusion-vc.com/ בפרק זה אירחנו את אבי ויסנברג, יועץ אסטרטגי ומשקיע Early Stage. קישור למצגת הפרק: https://docs.google.com/presentation/d/1vRUWSJm0w0eu9Wa48JENjldV0wkiT1nhY7YedY7Ikhg/edit?usp=sharing אבי הוא אחד ממנהלי המכירות בתחום הטכנולוגיה המובילים בישראל, עם מעל 18 שנות ניסיון בחברות טכנולוגיה ו-Saas, בחברות גדולות וכן סטארטאפים. הוא החזיק במספר רב של תארי סמנכ"ל מכירות ו-CRO בחברות כמו Oracle, Clicktale, Appsee, SimilarWeb ו-Lusha. אבי מייעץ לגופים רבים באקוסיסטם של הסטארטאפים. ההבנה והניסיון שלו בצומת שבין טכנולוגיה ועסקים סייעה למקסם את הערך ולקדם את החברות שהוא עובד איתן.   (*) ללינקדאין שלי: https://www.linkedin.com/in/guykatsovich/ (*) לאינסטגרם שלי: https://www.instagram.com/guykatsovich/ (*) עקבו אחרינו ב"עוד פודקאסט לסטארטאפים" וקבלו פרק מדי שבוע: ספוטיפיי:https://open.spotify.com/show/0dTqS27ynvNmMnA5x4ObKQ אפל פודקאסט:https://podcasts.apple.com/podcast/id1252035397 גוגל פודקאסט:https://bit.ly/3rTldwq עוד פודקאסט - האתר שלנו:https://omny.fm/shows/odpodcast ה-RSS פיד שלנו:https://www.omnycontent.com/.../f059ccb3-e0c5.../podcast.rssSee omnystudio.com/listener for privacy information.

We're back with Episode 92, which is Part 5 of a multi-part series on "How to Start a Business" which is also a great series for business owners and leaders who need to revamp, reinvent, reignite, reimagine their current business model and outputs.Meeting AgendaWe recap Part 1 [Ep 88], Part 2 [Ep 89], Part 3 [Ep 90], and Part 4 [Ep 91]You should have completed at least 50% of the work from your homework assignments.Diving deeper into Business Plan Research [looking at the groundwork we laid in Part 2 Episode 89]Competitive LandscapeMarket GapsDefining Target Market, data points, and approaches for B2B and B2C companiesTaking your visualizations and forming them into concrete ideas to run withQuestions to ask and answer about your competition (which are possibly also companies that you admire.)Industry trends researchBrand offers, price points, and value propositionsMarket penetration, profit optimization, testing pricing limits, competitors' pricing strategies, staying ahead of strategies that can undercut your pricesChallenges with analyzing competitor pricingCustomer Experience: Your competition's efforts and track record versus your ownCustomer Experience Platforms [a sample list] and the Do's and Dont's:Zendesk, Response Tek, IBM TeaLead, Clicktale, Satmetrix, Adobe Experience Manager, Clarabridge, SAS Adaptive Customer Experience, HubspotOther ways to collect data on competitionCustomer EducationReiterating the value of reviewing competition's customer reviewsWooing competition's customersCRMA lot more...and yes, you have homework!Listen, Learn, and Take Notes!SHOW INFORMATION: Company: Foreman & Associates, LLCWebsite: https://ForemanLLC.comIG: https://instagram.com/ForemanLLCPodcast IG: https://instagram.com/DontCallitSmallFB: https://facebook.com/ForemanAndAssociatesTwitter: https://twitter.com/ForemanLLCPodcast Twitter: https://twitter.com/ItAintSmallYouTube: https://youtube.com/user/ForemanAssociates HOST: Natasha L. Foreman, Managing Director, Foreman & Associates, LLCWebsite: https://NatashaForeman.comIG: https://instagram.com/NatashaLForemanFB: https://facebook.com/NatashaLForemanTwitter: https://twitter.com/NatashaLForemanLinkedIn: https://linkedin.com/in/NatashaLForeman Theme Song: “Higher Up” by Shane IversBusiness Shout-Out Segment Song: “Pulsar” by Shane Ivers Copyright 2023. Foreman & Associates, LLC. All Rights Reserved.

We can watch (sort of) what users do on our sites. That's web analytics. We can ask them how they felt about the experience. That's voice of the customer. But, can we (and should we?) actually analyze their emotional reactions? On this episode, Michael and Tim sat down with Dr. Liraz Margalit, Head of Digital Behavioral Research at Clicktale, to bend their brains a bit around that very topic. And, they left the discussion thinking differently about conversion rates, and even realizing that scroll tracking might just have a valuable application! For complete show notes, including links to items mentioned in this episode and a transcript of the show, visit the show page. This episode originally aired on June 20, 2017.

Clicktale's Liraz Margalit joins us all the way from Tel Aviv to talk through the latest breakthroughs in online behavioural research, and what her data suggests about the way we shop, consume and share online. One of the foremost experts into online behaviour, Liraz offers a unique insight into the way customers might interact with the platforms of tomorrow.

In this episode, I will talk with Tuval Chomut. Tuval s a Chief Solutions Officer at eToro's. In his previous role, he was the CEO of the digital marketing company, Clicktale. Tuval brings over 2-decades of experience in entrepreneurship and start-up management. In the episode, we will talk about what does it mean to lead mindfully in these challnging times and what we need to take into account when leading nowdays.

The moment you hear Sara speak, you become instantly hooked. Her experiences in sales are the ones we all love hearing about and she was kind enough to share them with us, including:   I was anti-coaching UNTIL...  People that care about you will care to the coach about you and want you to get better. Company culture contributes to burnout How I make sure to not Burnout The complexities of closing 6-figure vs. 7-figure deals Painting the picture of how good a business could be. I don't laugh when discussing pricing People who grew up without money makes it  How to determine if the company  Women in Sales

Published Jul 18, 2016 Thanks for joining us for the 37th instalment of Get Fact Up! This week we want to take things a bit further and show you some other premium tracking tools that will help you take your conversion optimization to the next level. Honestly these tools give you such a clear insight into behaviours, it's creepy. It's almost like you're watching over the shoulder of your visitors while they use your site. Please, grab your coffee and enjoy the 37th week running of Get Fact Up! Find Out More About CrazyEgg: https://www.crazyegg.com/ Find Out More About MouseFlow: https://mouseflow.com/ Find Out More About SessionCam: https://sessioncam.com/ Find Out More About ClickTale: https://www.clicktale.com/ Subscribe to our Get Fact Up series for weekly updates: https://www.memedia.com.au/get-fact-up Like us on Facebook: https://www.facebook.com/memedia Join us on LinkedIn: https://www.linkedin.com/company/memedia Follow us on Twitter: https://twitter.com/me_media ______________________________________________________________ HEATMAP ROUNDUP: CRAZYEGG, MOUSEFLOW, SESSIONCAM & CLICKTALE | GET FACT UP #37 - G'day Australia, I'm Chris Hogan, Founder and CEO of MeMedia. It's time to get fact up. Early in the year we did a two part series on Google Analytics, so today we wanted to cover in a little bit more depth, some conversion tracking tools which will really help you understand behaviours of people on your website. These tracking tools can seem a little bit creepy. It's almost like somebody's watching over your shoulder while you're navigating a website. Hmmm. Uh, are you watching me? Go away. So let's discuss some of the tools that you can use to help with your conversion optimisation. And heat mapping is high on the list. So our first cab off the rank is Crazyegg. Crazyegg is a great tool that we use here at MeMedia and is fairly well known in the industry. If you don't know what a heatmap is it's basically an overlay on your website that shows hot spots of visitor activity. Each click is recorded and will increase the heat of a particular area. After a while you see popular parts of your website light up a little bit like fireworks. Crazyegg has other tools other than just the heatmap. It has the scroll map. Scroll maps actually help you understand where on the page people are scrolling to. This helps you identify whether or not your pages are too long, or whether or not the majority of the users are seeing those really important items that you want people to click on. Crazyegg also has a feature called confetti which is just like a heat map but it also shows you where each of the clicks has come from. Which is really cool if you wanna see what a particular type of visitor is doing. For example, you could see if your paid advertising visitors interact differently than social traffic. Starting at just $9US a month it's really quite a no-brainer to plug crazyegg into your website. All you have to do is plug a bit of code in and away you go. Next tool is mouseflow. It's a little bit like crazyegg but you can probably get from the name it follows the mouse through the webpage. So if you have a very visually intensive website and you're wanting to know how people are interacting and considering clicks then mouseflow's right for you. Heat maps obviously, show you where people are clicking, mouseflow can show you where people are considering to click. Mouseflow also has another feature which helps you understand user flow through your website. So how people are clicking from page to page. This can help you understand where people are falling off and where they are maybe being redirected. It's a great tool to increase time onsite and engagement with your audience. Additionally mouseflow has a great feature which helps you understand users and their interaction with registration forms and contact forms. You can't see exactly what people are typing into the forms it's just an indicator as to how they're interacting. That's really important for keeping up privacy. Starting at just $24US a month mouseflow is another great tool that can help you understand and improve your conversions. Next up we have a super cool tool that we absolutely love here at MeMedia. And it is called SessionCam. Being super cool means it kinda is a little bit creepy as well. Hey, hey, hey. But seriously SessionCam is absolutely awesome. It helps you understand exactly how people are navigating your website because it records their activity in a video. So you can watch through how they're considering to click, where they're actually clicking, and how they're entering forms. Once again privacy is a concern so just so you know that field data that people are typing in is all hashed out and you can't see it, it's not recorded. And that makes sure that everybody's happy. To find out more about SessionCam you can actually sign up for a free trial. It's pretty easy to install and you can get recording straight away, so you can see how effective it is for your website. So I hope you got a lot out of those three tools and understand the importance of user testing. User testing can help you understand your user interface design and how to improve it. This live type testing obviously tests your actual user on your website, your actual potential customer. Privacy is obviously important and it's well taken care of. So there's no reason why you shouldn't be using it. Get on board with crazyegg, mouseflow, or SessionCam today. We've included links from the blog to get you started. Have fun with those guys and we'll see you next week.

Jonathan Cherki is the founder and CEO of Contentsquare which provides a solution for mobile & web customer experience optimization. Jonathan Cherki has raised over $120 million for Contentsquare from investors such as Canaan Partners, Highland Europe, Eurazeo, and H14. In addition, the company has also acquired Clicktale and Pricing Assistant.

Jonathan Cherki is the founder and CEO of Contentsquare which provides a solution for mobile & web customer experience optimization. Jonathan Cherki has raised over $120 million for Contentsquare from investors such as Canaan Partners, Highland Europe, Eurazeo, and H14. In addition, the company has also acquired Clicktale and Pricing Assistant.

מה קורה טקיז? אז הפעם בתוכנית אנחנו מארחים את שמולי, בפרק שכולו באנגלית. שמולי הוא אלוף העולם בהקמת מערך שיווק של חברות מצליחות מאפס, ולמעשה עשה זאת כבר בהצלחה שלוש פעמים ועכשיו מתחיל לעשות זאת בפעם הרביעית. בשיחה שלנו, שמולי מספר מהי האסטרטגיה המוכחת שלו לשיווק של חברה שאינה מוכרת בשוק באמצעות יצירת קטגוריה חדשה ונותן דוגמאות מרתקות למהלכים סופר יצירתיים שלו כמו הפעם בה יצר תוכן שהפך להיות התנ"ך של התחום והורידו אותו 6000 איש ב-48 שעות, פעם אחרת שבה יצר תוכן שגרטנר בסוף העתיקו מהחברה, וגולת הכותרת - מהלך יח"צ מדהים שזכה ל-600 איזכורים ברחבי המדיה העולמית ויצר לידים במשך שנה שלמה. פרק שאסור לפספס! תהנו! What’s up Techies? So this time around, we’re hosting the might Shmuli, in an English only Episode. Shmuli is the master of setting up successful marketing teams from scratch and scaling companies. He’s already done that successful 3 times at Clicktale, Feedvisor and Lawgeex, and he’s just getting started doing it for the 4th time at Identiq. In our chat, Shmuli shares his thinking around building a new category and how beneficial this is for kickstarting a new company in the market. He also provides fascinating marketing campaigns he executed, like that one time his content became that industry’s bible, and was downloaded 6,000 times in 48 hours. Or the other time he created content which Gartner ended up copying from, or the ultimate PR campaign that got his company 600 mentions in the top media outlets globally, and created an inflow of leads that lasted a whole year. Be warned - this is not an episode you can miss! enjoy!

פודקאסט מספר 366 של רברס עם פלטפורמה - אורי ורן מארחים בכרכור את שחר בר מחברת Clicktale לשיחה על פירוק מונולוטים, שינוי טכנולוגיות וטיפים של אלופים.הפרק בחסות Next Insurance, שהם גם (במקרה) ספונסרים של Reversim Summit 2019 (שזה לא במקרה - שריינו תאריכים ובואו בהמוניכם).שחר בן 40 מרמת גן, נשוי +2 - בתחום משנת 2000 ובארבע (וחצי) השנים האחרונות ב-Clicktale.בשלוש השנים הראשונות ניהל את קבוצת ה-Back-end ובשנה וחצי האחרונות הוא ה-CTO של החברה.חברת Clicktale נוסדה בשנת 2006 ע”י ד”ר טל שוורץ (ממייסדי מרכז היזמות של הטכניון והמרצה המיתולוגי של קורס הייזמות) ואריק יבילביץ’ (שהיה סטודנט בטכניון), על בסיס הרעיון שניתן “להקליט” את מה שמשתמשים עושים באתרים (את הקוד או את ה-Events ואת הבחירות) ולהשתמש בזהלמשל - “לנגן” וכביכול “לעמוד מאחורי הכתף” של המשתמש, ואז לנתח התנהגות של אלפי משתמשים כאלה יחד ולראות מה עובד יותר או פחות.מכאן - התפתחות לאנליטיקות, דו”חות וניתוחים מתקדמים.השירות ניתן כ-SaaS, אין Agent on premise שאוסף נתונים על השרתים של הלקוחות, אלא Tag -  האתר המארח מוסיף את קוד ה-JavaScript שעושה מעיין Bootstrapping לעצמו ומוריד את כל שאר הקבצים שצריך, מייצר Hooks לכל ה-Events שצריך על ה-Client ושולח את הנתונים (בצורה מדודה ומכווצת) לשרתים של Clicktale לעיבוד.רגע! התראת Privacy

Shmuli Goldberg, VP of marketing at LawGeex (lawgeex.com), delivers a complete analysis of the inherent problems of the contract review and approval process that businesses contend with daily, and how artificial intelligence is making the work easier via automation. Goldberg has abundant experience in the areas of legal operations, analytics, and optimization with the special focus on helping legal teams reach their maximum potential. He served as senior technology evangelist at ClickTale, as well as director of marketing at Feedvisor. Goldberg is a regular guest and speaker at varied industry conferences across the globe. Goldberg's team at LawGeex works on advanced contract solutions for business. LawGeex offers award-winning software that automates the process of review and approval for everyday contracts. With a specialty in transformation of legal operations, LawGeex implements artificial intelligence solutions to aid legal teams with automation, thus facilitating in-house legal work, making it easier, more efficient and impactful—automation that enables their customers to focus on their overall mission and goals with less time needed for paperwork. Industry leaders acknowledge that inefficiency costs time, wastes money, and it lowers employee morale. Goldberg discusses the many problems that are specific to contract review and approval, and how LawGeex employs the most advanced artificial intelligence, machine learning, natural language processing, and text analysis to assist with the review, comprehension, and ultimately approval or disapproval of a legal contract. He discusses the LawGeex platform and how it assists users to analyze their contracts' contents and thoroughly compare to their legal team's predefined criteria and input, or to their industry's accepted benchmarks. By giving experienced lawyers the opportunity to focus on more complex work, and removing the grunt work from their day, attorneys can have more productive, satisfying days. Goldberg states that it is inevitable that artificial intelligence will have a standing legal position going forward. He states that the use of technologies will become an accepted standard and future cases will set precedent as those who do not use basic available technology for important tasks such as diagnosis in the medical field, etc. could possibly be found to be negligent when problems arise. And Goldberg elaborates on how most bar requirements insist that attorneys utilize the latest technology in their legal work.  Goldberg explains the specificity of their platform and how users can detail a long list of things they would like to see in a contract as well as things they do not want to see in a contract, and how the LawGeex AI-enabled software will deliver the results they seek.  The legal AI expert discusses the future of contracts and legal claims. And he explains how AI and human work will coexist almost always, as deviations within software will typically require human interaction. As Goldberg explains most automated tasks go forward swimmingly, but in the event, there is a problem, humans decide the best course of action.

Liraz Margalit, PhD, is a Web Psychologist, a Keynote Speaker and Head of Behavioral Research at Clicktale. She integrates Cognitive Psychology and Behavioral Economic perspectives to analyzes online consumer behavior and delivers actionable insights for business stakeholders. In this interview, we cover Liraz's background, digital body language, the mobile mindset, and the role of emotion in shopping. Don't forget to like our facebook page, and if you enjoyed this episode please write us a review on itunes. Episode 141 of the Jason & Scot show was recorded on Tuesday, August 7th from the eTail East tradeshow in Boston. http://jasonandscot.com Join your hosts Jason "Retailgeek" Goldberg, SVP Commerce & Content at SapientRazorfish, and Scot Wingo, Founder and Executive Chairman of Channel Advisor as they discuss the latest news and trends in the world of e-commerce and digital shopper marketing. Transcript Jason: [0:25] Welcome to the Jason and Scott show this episode is being recorded live at the e'tae least trade show in Sunny Boston on Tuesday August 7th I'm your host Jason retailgeek Goldberg unfortunately Scott had a personal conflict and wasn't able to make this show so you guys are stuck with just me but we have some great guess this week and first up we are excited to have dr. Laura's mark delete from cooked tail on the show or as is head of Behavioral research cook tail and she's going to share some fascinating psychological research that that she's been conducting about online Shoppers and their behaviors welcome to the show with us. Liraz: [1:10] Thank you I'm very blessed to be here. Jason: [1:12] The president Charlie R's one thing I was like to do to get things started on the show is just for a little bit of background about the guest so maybe you could take just a minute and tell us how you came into the doesn't seem like online marketing is necessary the first place you think of her psychology. Liraz: [1:29] So interesting the fact that there is no such a degree in web sites out or web psychology or digital say Call of Duty and people keep coming to me and ask, how can I become a psychologist and there is no one answer so for me I have a PhD in Psychology. Specialize in decision-making processes and cognition also Game Theory and over the past 5 years I've been utilizing model from cognitive psychology neuropsychology and behavioral economics how we can understand and identify customers behavior and did you deter work because we know that there is a slight difference and you don't like it's not so slide, there are differences between how people behave online and in the physical world and they are communicating frankly even their personality trait. James like if someone is an extrovert become an introvert and vice versa so I think there is a huge need to understand how people behave in those Windows media and those Arenas so a disability. Jason: [2:37] That's very cool and I'm excited to dig into it before we go too deep maybe we should tell our listeners just a little bit about cooked tail for anyone that's not for me. Liraz: [2:45] Sure she looks so cute Bella is an experience analytics company so what we do is that we, how to analyze and understand the customers Behavior the motivation for example what makes them motivate them to purchase certain products and why they would has it, before clicking on a call to action their Journey at the differences we can have different Behavior patterns we're talking about, thousands of visitors all together so we can take a view of individual visitor of thousands of visitors all together and this is how we can have heat inside into what's going on in your mind before deciding to purchase or to leave website or what is there Experian. Jason: [3:32] Wonderful in the way I sort of think of it there's lots of tools out there that I'll call Page analytics tools that sort of keep track of how I consumer moves from page to page and what unique about could tell as in my mind you were one of the very first tools that were what I'll call on page Analytics and you could actually see all the micro behaviors of the consumer wow they're spending time on a page so are they you know are they scrolling are they hovering I mean not I know there's a small part of it but like. Gray superficially I think people always think about the heat maps and understanding where like the real fold is on the page how far down is the consumer really going. Liraz: [4:10] Exactly so there is a common mistake that we are a heat map company goes much deeper than heatmap so if you think about it I can understand how you feel I can understand what you are going to remember from The Experience only based on how you interacted with the different pages I can under, if you're going through shift from positive to negative negative to positive and I can take, into consideration all your behaviors and actually see who you are or your personality traits are you crying to mine said so there is a whole lot of things we can detect only based on your micro-level behavior. Jason: [4:49] I feel like I'm never going shopping again I love online shopping and now I'm terrified that all my deepest secrets are going to be revealed by my my my mouse behavior. Liraz: [4:58] It's so now it's all I have. Jason: [4:59] Just made me very self-conscious. Liraz: [5:02] I have actually I can use it up for you because I don't care where you are I mean I care a lot about you. Like from we can we are not going to save the information about you the gender only based on what you doing what you did online so that's it and it means that I don't know who you are I can only see what you're doing online. Jason: [5:26] And that is it that is another interesting thing like a lot of times when people think about personalization or even, I I care more about relevancy necessary then personalization they think about like storing and collecting data and knowing who is user is individually and accumulating more insight that you can somehow use to change the experience one of the things that's that's cool about this field is you can use kind of contextual signals in a single session so I can be entirely Anonymous Shopper or shopper you've never before and you can instantly start getting some signals you can use to make the experience more relevant for her. Liraz: [6:03] Exactly exactly so is I look at it ice I've used the language model meaning that at the bottom of the mother we have the letters of course so these are like. Peaks and espola to have hers and then you go one level up and then we can talk about words for example if you click and butt before you click to hezzy. So I will call it hesitation are you at school really fast or really slow and then at the app we have the mindset for example if you are gorgeous. So I would see a direct action and then click so meaning that you know exactly what you're looking for and how to accomplish. On the website so I can actually understand your mindset if your focus if you're frustrated so this is like the the sentences in Thai language. Jason: [6:51] Very cool and it's this is maybe a silly analogy but the the expanse I feel like Moe's online consumers have had that makes this sort of apparent is the the little button I am not a robot. Right and everything goes well that's stupid like if I were a robot I would be able to quit that. I am in what what you're not realizing is that that which it is watching how you move your mouse, the button and the the unique way that a human being moves the mouse is different than the perfectly linear way and I'll order them is likely to do a. Liraz: [7:26] This is the magic word actually the house because actually my whole research is focus on the how customers behave and not what you're doing and also you know there are many many companies today. Dad or like your your detect that you use bad. I think that it doesn't matter because you know 70% of our day-to-day interactions are actually based on nonverbal signals meaning. Hope you're saying to one another so I can ask you if you like to come over and you will say yes because you are being polite but from the way you say from how you say I can infer that you really don't like to come over so it's about our body gestures and her facial expression when we're talking about the physical world but when were talking about the online it is also about the how is that it as you described right now. Jason: [8:14] Yeah it's super exciting let's jump right into it now you've done for the three big areas of research and I want at least be able to touch on all of the the first one is when we talk turn it down on the show we talk about this thing we call the mobile Gap right and in general you got all the traffic on the web is predominantly moving to mobile devices but if you're an e-commerce site people don't tend to shop as frequently and successfully on mobile devices that used to on desktop so you so that's a scary Trend and we're always talking about how sides can do better what we can fix in the customer experience and you know frankly you have a chance to settle up our way in on his dispute Scott and I always have without putting words in Scott's mouth while he's not here but he's not here so I might as well. He thinks some of that Gap is in friends and that it just harder to shop on mobile devices in the screens last. Liraz: [9:08] I would like technical issues. Jason: [9:10] Yeah not all of it I don't think you would say but I think he would you know just say hey it's West convenient and and I argue that a lot of it is inferior experiences and execution that as we get better we can remediate and and that we should expect to see. The mobile Gap certain Arab so I love to hear your perspective on that and tell us tell us a little bit about the study and what you learned. Liraz: [9:36] So yeah I'm sorry Scott but I will have to go with you or with your assumptions about it, if I say we we are calling it The Mobile man mindset meaning that I think exactly as you described we have a different mindset as we go on mobile and if you think about it it is done unconsciously it start with her body posture meaning that when you when you browse. Add to desktop when you add to your table to your straight up so he's actually affect who you are what you think what you do and when we on our mobile device where usually on the go and for us I would mobile we have an association between our Mobile in our social social life and we are. Conscious about about what we do and that is why we like to buy more precious thing on the mobile and you know our mobile is like an extension of our body so we treated completely differently you know. I thought that was conducted about people how they treat their mobile they found it if I will give you my mobile people we always start being jealous at you for touching my mobile if they make us feel more emotional about her mobile so also it from wanting that we have discovered is the three of you in completely different types of corn. [11:04] Lake Murray Sports Bar social media on our mobile Facebook and Instagram for for Generation Z and the desktop so. Most of us will also feel most secure like to complete the purchase so like there is a processing cycle you start with your mobile your brows for things and you landed at your desk but they also because we feel more emotional. When we are holding our mobile so we will be more people's purchaser meaning we we are not going to think about it too much we're not going to use a rational system because you know we have two different systems operating in or my system 1 system too so system to is the rational system. [11:50] And 61 is the emotional it is more at o matic so it is based on war base you don't. Too much so this is exactly how you behave on your mobile you don't, too much you play out of habit so this is a habit forming most of the mobile website or the mobile apps these are habit-forming apps and when you are like you lost yourself you don't think too much so that is why we will buy more I will be engaging more impulse purchase and for the desktop we are more self-aware and we are price-conscious and the reason address, because you have this big screen so so are exactly is called said so because you have this big screen this is an illusion that you can see clearly you can see all the details so I'll for some people most for the elderly guys out if they feel like they feel more safe to purchase order this. Jason: [12:48] Very cool and so and I imagine it's all somewhat relative like so for example I always talk about how in ux design Everyone likes to, to act very rational right and you know my promise is the overwhelming majority of all purchase decisions are made with that fast system they're made with the irrationals not that I work the subconscious portion of our brain and and so what you're saying is on the mobile device it's even more so. Into one of my takeaways from that is what you there's been this big Trend and they slightly misused word but we'll talk responsive-design like one one experience and it's just kind of fluid in a liquid so it can, Flex to fit a big desktop screen or small Mobile screen and well that's certainly better than have any experience that doesn't fit the screen it's probably not the optimal experience because your point, there there could be more emotional triggers that I want to deliver to someone on that mobile device and there might be more. Rational objective information that I want to deliver to that. Liraz: [13:56] Yeah definitely that's what I keep saying to our client it's not about the designer design shouldn't be different what you'd be different is the content. Contact because on the mobile we are on the ghost so mostly we are not, to be interested in all the details and information we want to to see images we want to be to have an access to the information and we want the more emotional con. Like like for example if you're talking about our social media so we want to be connected to our social media we want to know what my friend bought before me but on the desktop this is completely different on the desktop you want to review all the details, very carefully we want to have access to two Idol reviews so yeah it's not about the design it's about the content to be completely different and it should feed our minds at her mobile or desktop. Jason: [14:49] Yeah that's pretty cool until I think of that is sort of like on the desktop I might want a deep dive into all the reviews in the numerical rating. On the mobile I want to see a picture of the person from my social network that I know that that bought this product and had a good outcome yeah that's that's super interesting and exciting part of me it's sad because I feel like most designers work on these super expensive giant monitors and if anything they they did say their best most emotional visual experience is. For the big screen and then when they say hey what's the mobile experience they're like oh it's much smaller I'm just going to give him a thumbnail and give him. Attacks and and what you're funny cuz that's exactly opposite of the. Contacts to the user very interesting I can talk about mobile with you all day but I'm super interested to Diamond to the the next two studies and the next one that we were talking about is this. I think it's a huge opportunity for people to improve their customer experience it's shopping stress. Liraz: [15:56] Exactly so you know there are different tips to the shopping stress there different finding so first we know that for some of us, is like an addiction it's like you like to go shopping the same as you like to smoke it's relaxing and fun and you get to forget about yourself and just be like. When you play a mobile repair like mobile game so for some people it is exactly the same mostly women but. [16:25] I also some men that like to shop ever. Although we know that is supposed to be fun and enjoyable it can be all so it can also be stressful especially when we're talking about the checkout process and especially for men because what we have found that you that we can we have. [16:44] Different mindset for men and for women I think the differences between how men shop and how woman chokes is extremely important here. Because we said that men they want to find what they want to go shopping they know what they want. Ahead of time and they want to find it as quickly as possible looking for similarly related items and they are a price conscious and it's not about the fun it's not about the pleasure fat woman it's not about the end result so we found it sometime woman will enjoy the process itself they derive pleasure from The Experience they say calf and sensory stimulation when they are shopping so it's all about applying the associative thinking so they can start with I don't know why I baby back in skin care and they will find out go find himself they're going shopping for bags for example, so it's all about the pleasure in the fan and the association so you can see why it is less stressful for women if you are going to focus on the experience itself but for men if you are looking for something and you cannot find it especially play in the holiday season or if you really need something so then it become pretty stressful. Jason: [18:00] And it is interesting to me I often feel like the best opportunities to improve experiences and in increase conversion is shockingly sometimes it lasts about. More tools for task completion in more about this stress avoidance that like the low-hanging fruit is usually what can I take. Out of the experience that's causing the stressors and releasing like all those hormones into the bot like it's it's a. Liraz: [18:30] Espressos yeah exactly because what we see is the people the designer for example about the customer State of Mind what do you need like what would I need to find out they don't think about the actual experience so let me give you one example we found that the most stressful thing for some people is that they are entering a voucher or there is a voucher and they don't have it so they keep comparing himself to the other people because we are all engaging social comparison so oh my God. I could have this item in the lower price and I can't have it even if it is even if it is not so we need to think about this ecology over customers because those types of things they are what make them stressed. Jason: [19:22] Yes and that that particular use cases a huge pet peeve because not only is it it hideous it's at the exact wrong point it's at the very end of that purchase. They're 99% of the way through and you just said a new anchor change their pricing perception and made them feel like they're stupid if they make this purchase. Without a and none of us none of us like to feel that way another one that I talk a lot about is just the underlying Speed and Performance of the the site and it's shocking to me how much stress it induces just when the page loads slow or a button someone clicks. Liraz: [20:01] Because you feel wasn't what went wrong and oh my God what about my money because whenever it comes to your money because if you think about it. Long I mean of course we have the internet for many years now but still like the money is going somewhere we cannot see it's not like we can feel the actual money so everything about what's going on with the transaction can make a really really stressful even if you just like a slight error and everything because and then even if it was a slight error and everything comes back to normal afterwards we will still. Have a negative feeling about experience this is the. Jason: [20:42] Yeah that memory effect from that so there's a steady out and I'm terrified some was going to do bunk this study because it's one of my favorite studies in the space but they weren't they were studying, the the level of stress induced meant from different experiences and the Baseline was watching a horror movie and and they actually found that like, the average subject was releasing more cortisol and having you no more of a stress reaction to a slow mobile page. And watching a horror movie and I think that's hysterical like the most talented creative people in the world that are intentionally trying to stress you out. Just having a slow web page can accomplish the same experience on the part of the user. Liraz: [21:28] Exactly and you know what's the interest another interesting finding was that when I talkin about the holiday season so when you need. To buy to buy something you will feel much more stressful and then we can see more at disoriented behavior and because when we shop about a stand when any told about the van and we don't have a certain purpose purchasing then it could be relaxing and fun and we can avoid everything else in the neighborhood but when we need to do something it becomes press for, and we need to pay it. Jason: [22:00] And again like when you're getting practical advice to people and you're saying like so maybe that that best experience during a particularly task-oriented season like like a holiday season or your big annual sale needs to be different than the browsing experience that. Yeah any other like cheap pieces of advice that you give clients based on the emotion research. Liraz: [22:24] Yeah based on day is stress research so we know that we were actually analyze how men and women shop and we found that men that don't like the broad selection and Foot Woman if they don't have the road selection it's like they did in the if for example I'm going to buy seven jeans and I find exactly what I wanted like the exact same size as the exact course I will feel a frustrated because. It so if it's all about the shopping I like to have a road selection it's part of the fun to try it out in the brake and rotors service also when I talkin about the online experiences we need to have the accessories and we need to have a broad selection and we need something that fits the hours to see a patient so are we really need to create a different experience for men. Jason: [23:14] That that's super interesting and like so there's this a book in a principle that's out there in that a lot of women are familiar with the Paradox of choice right I think Dan ariely. Yeah and. Really smart guy lots of super interesting insides I feel like that particular inside is now. It has been difficult to repeat like that the whole notion that that the original test for westerners it maybe don't know is you bring a shopper to a Shelf with a bunch of jellies on it and if there's more. Liraz: [23:52] 54 vs 6 the word to two flavors are like they were trying to have the septic station of gems so in the grocery store that was at 21st flavors of jam and only six people of course came to the 24 but when I talking about how many purchase. Purchase three times more only six flavors. Jason: [24:18] Which is fascinating right inside the original inside there was. Liraz: [24:22] But this is Walden Diner really this is what she not anger but yeah he's talking about yourself. Jason: [24:27] Yeah he is talking about her study and he made it very popular by writing a consumer book and any is very approachable and joy is his reading quite a bit but. The takeaway from there was like oh my gosh Apple they have 47 different kinds of laptops and when Steve Jobs made them normalize it down to three laptops it reduce a lot of shopping stress and did all these things and and they sold a lot more and so they were suddenly this huge Trend towards curation. And I think what we've seen in further studies is there are context in which, that that affect is very real. Your point you know from the differences between men and women. Liraz: [25:08] Exactly depends but not for everyone. Jason: [25:10] Text where it's actually a mistake to assume that curation is. Liraz: [25:15] So it's all about Sigmund Tatian is all about I mean when I talk about personalization what is prisonization it's actually the realization that we have different types of customers so we have to provide them with different types of experiences and you know the two words that I hate the most in all these, online arena is. What are best practices we have a common basis for everyone we don't we don't we need to treat everyone as an individual and on state taste and this is the opposite of press. Jason: [25:54] Yeah but the actual technical definition of best practices is whatever I say. I'm totally teasing yeah but you're course right right in and it's I mean that's a cognitive bias to write like the clients are overwhelmed with all these decisions that they have to make and sometimes it just easier to Advocate some of these decisions and say hey what have people done before. And had a good outcome and what they don't understand is there's an unlimited number of variables that affected that outcome that are not the same. Liraz: [26:27] Sometimes you're not aware of all these variables. Jason: [26:29] Can't be in many cases it's it's it's fascinating but still for my clients just feel free to just take my advice. And is my clients hopefully no I don't recommend that either right like it's interesting to have hypothesis is but like it's it's really good to test those and pierpoint the old model of one-size-fits-all something and then you know that's why I like frankly we had all this a b testing and multivariate testing in the world for a long time and there's this interesting phenomenon. Conversions no better than it was 10 years ago everything regresses to the mean in mini case. And part of it's because the the experience that succeeded for Shopper age does not succeed for sure. Liraz: [27:16] And it's not only that because if you actually mentioned maybe says there is not a problem with a B test because when I talk to designers or two product analyst and they're trying out some tests they don't really have the notion. Maybe like the evidence we should maybe three work maybe it's not but it's not based on a committee the Samsung it's not based on psychological research and at the end of the day we are dealing with human being so it's not about okay so I have an idea let's try that it's about how people will behave in about reading the secret vehicle research and I know that you don't have time for this but it will at the end of the day of the long run we save you so much. Jason: [27:56] Yeah and it and then side note because most people are using his test to validate a preference rather than actually learn permit test like they're all so they're there generally the math is horribly flawed and people don't don't use proper sample sizes in the Simpson but we don't have time to talk about that you have a third study which I've only recently just wondering about an emotion so tell us about that. Liraz: [28:22] Right so we know that for example in the reported first a reason to release day Road brands that want to break away from the pack should focus on emotions, and you know what the part is I like the most is how an experience makes customer feel is a big influence on the loyalty to abandon Effectiveness series of using nearly every industry. And you know what we know it's not only Foster over the past five years we have been hearing about the significant fall off emotions and driving engagement and experience and brand awareness organization. No one really knows and no one really tells you how what is the mechanism behind it you know what's the relationship between emotions and experiences and how emotions can be utilized to drive digital experiences so this is exactly what we said to do and what you need to ask is how our brain, memorizes daily experiences and what do we need to be discussing his emotion emotion as a gateway to our memory. [29:23] Let me check with you a personal storage is to demonstrate it so it was a few minutes ago we were sitting in your family after Friday family dinner we were sitting in the living room and then my oldest daughter she turns to me and asked how we met her daddy so I told her the story I told her that I went because of my friends to a dance club and as we entered the club I saw him standing there the battery cover. And he was so good looking and then we went to the dance floor started dancing and after a few flat it looks he came over cancel my friend and ask if he can see me away from them. [29:57] And this is how we talk again and he is there sitting there listening to me telling the story and says oh my God liraz it was nothing like. [30:05] And for a minute there I was doing. But you wasn't eating and you know today after starting the dynamic nature of our memory I know that you wasn't kidding because our memory is greatly influenced by. Our recurrent mindset and our private stations in our emotions of course and that is why and this is very important lesson it doesn't matter what we need happened to the digital experience what matters is what we're going to remember from The Experience right so in order to study emotions in the digital world we have developed this mother According to which the emotions evoked are the result of our private stations and a recurrent mindset. [30:48] And by private spectation I mean the actual wrong. Interacting with digital work we have developmental model that guide our XP patient is to what to expect from different online experiences and what do I mean by mental model for example you are going to rest. [31:05] You know how to behave you know this need to wait for the hostess first date you know how to behave so we have mental after interacting with him so he's the actual interaction play online interactions meets our expectation it is considered to be an an event and no emotions are involved so for example if I want to buy a certain the product this is what I expected, and that's it but if the actual interaction at least below our expectation meaning that is -2 what we expected then the experience would be associated with a negative emotion however if their experience rises above our expectations then we can do, talk about Peak experiences and delight and then the experience will be associated with a positive emotion so it is extremely important to understand our products spectation in just to give you an example, there's something that we need to understand about our brain a brain did not develop as fast as our technology, in one of the basic human needs is the traffic control and the response to the loss of control is the same and it doesn't matter. [32:20] If you find the jungle fighting for a life if we are trying to possibly the street or if we are on stage in front of a big crowd so recently we have one of our clients music station do analyze the customers behavior on the pages and they were trying to push video content by having them load automatically. [32:36] On your pages so what me so when we observe the behavior is it whenever the customer and to the website and counted the video immediately clicked on the pause button. [32:46] 85% of the customers think I called you the video and click on the start button because clicking on the pulse by then put the control back into their own hands so it's not about the video was click and well-designed it's not about the video it's about our private station and our emotion and you know different emotions affect. Whole different functions today influence information processing in-memory in different ways and it is extremely important to understand it. Jason: [33:16] Andrew thinks of that autoplay video took the control away from me my expectation was birth control so there was this negative Delta of the experience versus my expectation and the. The further the Delta is from the the expectation positive or negative the more likely that emotion is to be preserved in our memory. Liraz: [33:42] I need it depends because if you think about it from ever and evolutionary. Negative experiences are quicker and more likely to form long lasting memories because. It is much more valuable to hold on to those negative experiences and there is something that we need to know about our brains memory system Brands memory system work something like a pen in and out. So for a brief time before the ink dries it's possible to smell what's written. Did the memories Consolidated it changes very little so you need to be self-aware about the emotions that are revoked in your websites and products. Jason: [34:21] Yeah and that's exactly what happened to you and your husband at your meeting right is you you both had this expectation and smudge the memory. The time and now they're heavily imprinted years later and I'm sure your memory was the accurate one by the. The another thing that's odd about that emotional memory that I've heard and tell me if I have this wrong but I've heard that sequence can also have some impact so we've always had this this piece of common advice that like the first and last experience in a a path are more likely to be imprinted in that memory than some of the inner. Yeah okay. Liraz: [34:57] So for example if you go on vacation so when let's say that you are visiting to different states so the shift. Between when you move from one state to another then you're going to print it as well. And I you know the continent has a really great analogy about emotion he says that in one of his letter in the Q&A session there was a man and the man says that he has been listening to Symphony and it was absolutely a glorious music I need the very end of the recording there was a dreadful stretching song, and any of the really quite emotionally it's ruined all experience for me I think about it it hasn't had to experience it had 20 minutes of Glorious music. Accounted for nothing because he was left with a memory the memory was ruined and the memory was hold your garden. Jason: [35:49] Yep and so I think there's even things like I have a three-year-old at home and you know going to the doctor or stressful and they give you all these immunization shots and now they like they give you a dose of sugar. At the end of the shots and I I presume that part of that is so that like the last. Liraz: [36:07] Find Alex. Jason: [36:08] Final experience that kid has is like a nice nice dose of Sugar Rush which I feel like every time I go shopping if someone would just give me a hit of caffeine at the end I feel like that would be a really smart. That's why I think it's interesting cuz I talked with plants a lot about. The the role of brand and Tumi brand works both ways there's a psychologist at Stanford Professor Samsung that does. Is a principle called the absolute value and essentially it's hey brand has often been a surrogate for Quality when we can't judge the quality of products we associate quality with the familiar brand but they didn't the modern world it's much easier to judge, the true quality of products we have access to all this information at our fingertips and in an environment where it's easy to get objective information. Brand becomes less important as a surrogate for Quality Inn. Liraz: [37:06] Yeah I think that it's not about the fact that Brands become less important it's about that people. Meaning of the growing flag of information goods and services the emerging middle in our memory and we cannot separate one brand from another and that is why, when our brain needs to choose a product for my multi to the product that are more that's the same characteristics the deciding factor will always be the emotions that are, so deciding to buy a certain brand has nothing to do with the features of and benefit of that product, think about your own smartphone how many of you can celebrate yours on the differences between your smartphone to the competition maybe if you like, most of us choose based on emotions that are attached to that bread so if there is an association between dead product in a positive emotion you think about the benefit you. You feel and you know Gladwell wrote in his book playing about the emotional shortcut hero they're the only way that you meant being could have ever survived the species for as long as we have, is that we have developed another kind of decision-making apparatus that is capable of making very quick judgment based on very little information, so if you have these emotional shortcut you don't need to think you just need to feel. Jason: [38:25] Yeah exactly and that's always liked it when I do that to Value thing to a very famous brand they're always just hard in like oh my my friends is valuable in and then that's my Counterpoint no brand still has super important roles it's it's a it's a shortcut to these emotions. Liraz: [38:42] Play The Association. Jason: [38:44] I can be permanently associated with these emotions now the one downside of that is the relative to expectations. The expectations. Go up with that brand and then it it becomes increasingly difficult for Apple which is already beloved if they make a product that like disappoints customers in anyway it's a negative association versus. Yeah Samsung where we're at. Liraz: [39:12] Yeah I wouldn't expect too much and yeah and it is very easy to disappoint our customers I think this is the most easiest thing in the world. Jason: [39:21] And in you mention that like you know most of us like pick our phone and couldn't, describe why we we pick it up I would even argue it's worst most people will try to describe it the rationalize it. And not even realize that actually those rational reasons you just ate it had nothing to do. With why you until I always like on the internet where this big Echo chamber and you know you follow my Twitter feed and you'll see thousands of studies and all these studies are like surveys of stated preferences and I hate those two studies because again those are consumers that are rationalizing why they did something instead of observed study. Liraz: [39:59] Yeah we keep seeing these in psychological studies there is a God. People weekly inhabited really feel and you know what it's not because you're lying to you. Not lying it's because we just don't have it true regarding what motivates our behavior and there is a great experiment that was recently conducted the demonstrated so customers brainware scan using fmri device. And this technique measure changes in blood flow to correspond to increase and decrease in mental activity and the interesting finding all that customers were showing different products is part of the go-to-market strategy of these brother and interesting be if customer declares that is going to purchase a certain product but it was not an increase in the emotional brain Terraria those products usually felt, so it's not about asking people it's about trying to find out a different measurement to understand how they felt. Jason: [40:52] Very cool and that's actually going to be a great place to leave it because it's happening again we've used up all our a lot of time. And I know it it it goes too fast and I could deep-diving a bunch of these topics with you would be be fascinating but it wouldn't want to continue the conversation or they have further questions we have a Facebook page they're welcome to go to Facebook and post questions and I'll be happy to forward them to you. Liraz: [41:16] Always would be great. Jason: [41:17] We we can continue. The Dying Light there is listeners want to get in touch with you directly are you like is there a you have a preferred like you are you active on Twitter or do you. Liraz: [41:28] Sure on Twitter on LinkedIn and of course if they are going to post question to the Facebook I will be more than happy to address the person. Jason: [41:37] We we sure appreciate it I will put your links and our show notes and as always if you enjoyed Today Show we sure would appreciate it if you jump on the iTunes and give us that 5-star review there still rational listeners that want to read those. Does does reviews to pick a pod and you know you can imagine Scott and Jason's great looking pictures if you if you want to go with it emotional reason to listen to our podcast but thank you guys very much in until next time, happy commercing.

We can watch (sort of) what users do on our sites. That's web analytics. We can ask them how they felt about the experience. That's voice of the customer. But, can we (and should we?) actually analyze their emotional reactions? On this episode, Michael and Tim sat down with Dr. Liraz Margalit, Head of Digital Behavioral Research at Clicktale, to bend their brains a bit around that very topic. And, they left the discussion thinking differently about conversion rates, and even realizing that scroll tracking might just have a valuable application! For complete show notes, including links to items mentioned in this episode and a transcript of the show, visit the show page.

Today's question comes from Pim, who wants to interact with people who land on his sales page. What’s a good tool for this? In this episode, I talk about the live chat feature, Olark (https://www.olark.com/), the heat map tools that can help you improve optimization, Crazy Egg (http://www.crazyegg.com/) and ClickTale (http://www.clicktale.com/). If you have any suggestions for Pim, share them using #AskPat351. Do you have a question about increasing your sales page conversions? Record it at http://www.askpat.com/. Thanks to today's sponsor, AWeber. Your email list is your most valuable asset—get started today. Go to http://www.aweber.com/askpat.

In this episode, the Beyond Web Analytics team talks with Shmuli Goldberg, Senior Technology Evangelist at ClickTale.  The conversation covers some of the latest announcements from Clicktale and what they are doing to solve the ever pressing questions surrounding mobile user experience tracking. So download this podcast to your favorite mobile device or listen to the podcast here! If [...]

In this episode, the Beyond Web Analytics team talks with Shmuli Goldberg, Director of Marketing and  Communications at  ClickTale about Analyzing Customer Experiences.   The conversation covers who and what ClickTale does, implementation process, and case studies of how analysing the customer experience  can impact the performance and conversions on your site. So download this podcast [...]