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Tim Leighton-Boyce
Works at CxFocus
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Tim Leighton-Boyce

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Sitting on her bench in soft rain, I can see why perhaps this was the view which Beryl Fifield loved. 
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Tim Leighton-Boyce

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A dismal post-storm morning. But someone has left a basket of flowers, adding a poignant note. I've added a couple of ceramic rocks. I wonder how long each will last?
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Tim Leighton-Boyce

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Fascinating and frightening post on analysis of ecommerce returns showing a double whammy. Some types of campaign are leading to orders which have an above average returns rate. On top of that, those returns are coming from customers who are likely to be lost as a result. Although the actual numbers are not revealed, I certainly trust the source.
 
Yes! (That’s the one word version of this post) It's time to look past the sale when measuring campaign performanceMarketing performance has always been based on sales and sales conversion rates. Throughout my career in digital marketing and digital analytics, spend has flowed to those campaigns and marketing media that deliver the best return on investment when judged on sales performance.I believe that’s wrong. It isn’t a sale until the custome...
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I been in internet marketing for 5 years now. Regardless of the industry, the rate of returns rest solely in the retailers hands.

 A common mistake is for retailers over hyping a product as well as suggesting the item would magically change their life style, be it a pharmaceutical or evening attire. If the product does not live up to the customers expectation, then well, expect a return. People have a no tolerance with liars and fibbers.  

Another aspect is hidden charges, or even poor customer support.  Yes there are rapid refunders out there to take merchants for a ride, but most can be handled with a terms of sale agreement.  

Simply be an honest transparent merchant and offer the best customer support that you can, and you will find return rates will melt away, gain more sales and often get recurring customers.
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Tim Leighton-Boyce

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Last day in Budapest after Superweek. Very calm now after all the excitement of the conference.

Gentle snow. Just realised the view from the apartment sums up the look of this place.
#spwk 
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Sorry for delay. I'm trying to switch back to the day job.
No pin to enter: I used a key too. I got the impression the Pin doesn't work.

There as wifi. Didn't reach well even to the back of the kitchen (big place, solid walls?).

I'll put you in touch with the host via email. Maybe you can pick up the signal.
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Tim Leighton-Boyce

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Glorious morning in The Rookery. Someone using a squeaky wheelbarrow off to the right in the Community Garden. 
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And to think the day began so dismally
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Tim Leighton-Boyce

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Four benches in a neglected corner - three on the path, one off.

Beryl Fifield 2002
Who loved this view

Trees block the view from the bench here. I suspect Beryl loved the bigger views round the corner, but without the new skyscrapers poking up into the horizon's sweep.

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If you're working on an ecommerce site and wonder how the 'sessions' point Simo is making here affects you, here's a GA segment which might illustrate the effect:

https://www.google.com/analytics/web/template?uid=NZgScwHXQRWP1m2xd4Dn_w

The segment shows sessions where the number of sessions to transaction is more than one (so 'returning' visitors making a purchase, in theory) and where the days to transaction is zero (the sessions were actually on the same day). Many of these orders were probably part of single 'real life' visit which was split by the standard sessionisation schema.

The segment works well on the 'Sessions to Transaction' tab of the 'Time to Purchase' report.
 
The Schema Conspiracy

Behind the dramatic title is a rant I've made so very, very often in workshops, trainings, and consultation work. 

Have you ever actually stopped to consider just what metrics you are optimizing against when using a web analytics platform? Google Analytics, for example, stitches the raw hit-level data coming in from the website into Sessions and Users. The latter has some grounding in the real world (all hits shared by a single clientId), but the former is completely arbitrary, artificial, and irrelevant.

Never mind the vague description of what constitutes a session in Google Analytics, because it rarely has anything to do with the thing we're really trying to convert against: a user with some specific intent. Intent is tricky, since it can span across many "Sessions", devices, days, weeks, and even websites. But that's what we should be interested in.

Conversion Rate, for example, is an inherently flawed metric, as it's bound to the concept of Sessions. Change the definition of a session even a little bit, by e.g. increasing or decreasing session timeout, and Conversion Rate will change.

I wrote this article to vent, but I have found that many seem to forget what I consider the basic tenet of data collection and processing: the numbers you see in reports make sense only if you understand and accept the underlying schema.

So this is more a call for critical thinking than a request to change how these tools work (though I do rant a bit about this as well).
Looking at how the schemas applied by our web analytics platforms misguide and mislead us into making potentially hazardous business decisions.
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Brilliant example, thanks Tim!
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The Endless Suck of Best Practice and Optimisation Experts — Medium

Craig Sullivan lets rip on an important theme: most of the best practice advice you read is not wrong, but it's not 'right' for you either. The more time I spend working on sites, the more I see his point confirmed. 
So what’s this week about? Unicorns, Useful Best Practice and Optimisation Experts — all rather rare and mystical beasts…
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This is fun for those who know the place. The field at the bottom of Gipsy Hill is one of the most anonymous in London. And yet...
  At the bottom of Gipsy Hill in South East London there is small a field, just about the size of two football pitches. It is called Long Meadow, but is a field in the dictionary sense, in tha...
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The section I'd like to draw you attention to is the bit about engagement.

It strikes a chord with me. When I talked about "People Centred Analytics" at Superweek the creepy tactics of 'engagement' were precisely what I did not have in mind.

I'm trying to encourage analysts, as people, to empathise with people. Work out what people want and provide it. But step back, and keep in the background. We should providing an improved service, but not presuming to intrude on people's lives.

Simple rule: if it would creep you out, don't do it.
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Example of Google Ananlytics filter to identify existence of "404 Not" in the Title field (for example #Magento ) and then insert the word ERROR in front of the URI requested.

For +Frano Matic 


I often follow this with a second filter to append the  referring information, if available. Doing so helps to track down the source and fix it.
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The Title field for the 404 pages on the site began with 404 Not Found

I was matching for a Title which contained "404" then something then "not" to avoid matching Titles for which contained something like Product Code 404958

The filter could be made a lot tighter. For example ^404.*not would require that the Title starts with the 404

You should edit the filter to suit your own site.

I only gave this as an example.

You can change standard behaviour/content reports to show the Title field and then use a table search to check what your filter matches.

Tim
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Work
Occupation
Consultant. I help small and medium-sized retailers make their ecommerce sites better, using a combination of analytics, user surveys, testing and years of hands-on experience.
Employment
  • CxFocus
    Consultant, specialising in web analytics for e-commerce, present
Story
Tagline
I help make ecommerce sites better for people who use them & people who own them.
Introduction
I'm really interested in how people use web sites and other on-line channels. I like working out how to make things work better for everyone involved.

I specialise in ecommerce. Further down I explain why.

I spend a lot of time learning about new ideas, a lot of time actually putting some of them into use, and quite a lot of time sharing those ideas.

I use different channels to write about slightly different things:
  • I share items mostly about analytics and ecommerce on Twitter
  • My CxFocus blog contains longer help, advice and tips for ecommerce merchants who want to use analytics, surveys and tests to make their sites better. There's loads of stuff like video tutorials and Google Analytics Custom Reports to download.
  • I'm using my Google+ page for a mixture of sharing other items of interest to people working in ecommerce as well as some of my own ecommerce advice (longer than Twitter, shorter than my blog posts)
  • My Facebook page is where I share short links to ecommerce-only advice and tips which I think are useful to retailers
And here's the history explaining "why ecommerce":

I've been fascinated by the way people use the web ever since I first started exploring what we now call 'web analytics' and 'usability' back in the mid-nineties.

In those days I was working on experimental content sites, but these days I specialise in e-commerce because: 
  1. I have a background in mail order dating back to the seventies
  2. We're all shoppers and if I can do anything to make that less-bad then I've done something vaguely useful!
In a parallel universe I was also associated with skateboarding and photography...



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Tim Leighton-Boyce's +1's are the things they like, agree with, or want to recommend.
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Geraldine has been great at getting me to unwind and release the bad habits of the lifetime. I walk out of each session feeling ten feet tall -- well, a lot taller and more relaxed than when I went in. I was not sure what to expect, but this has turned out to be great for me. Far less stressful than any other form of therapy I have tried. No fuss, no getting changed, no special equipment (apart from sitting in a horse riding saddle occasionally). I look forward to each lesson, knowing that I'm guaranteed to feel better afterwards. And that holds true after several years.
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Public - 11 months ago
reviewed 11 months ago
Wow. Really impressed. Friends had told me about this place but it's taken me months to get round to trying it, and I wish I had done so earlier. We ordered takeaways which arrived in less than 30 minutes on a Wednesday evening. The delivery driver phoned when he was just outside. So my experience was very different from the one mentioned in another recent review. The pizzas were, indeed, very special. They are in a league of their own. They're thin but also bubbly and chewy -- a bit hard to describe but great to eat. Toppings were really good: well chosen and quantities just right. The combined taste was great. We had 3 different pizzas and all of them were great. We also had the special cheesecake which was very good, but not quite as spectacular as the pizzas.
• • •
Public - 11 months ago
reviewed 11 months ago
Been going here for years. Very friendly, very good. Great traditional barber.
Public - a year ago
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Very friendly shop. But the prices are high. It seems strange that a shop which is owned by its customers sets prices at the "distress purchase" level of convenience stores.
Quality: GoodAppeal: Poor - FairService: Very Good
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reviewed 2 years ago
10 reviews
Map
Map
Map
Beware: the cafe is quite small, so when I went for Sunday brunch we were lucky to get a table. Too cold to sit outside in winter. You can book, I believe. It might be wise to do so.
Public - a year ago
reviewed a year ago
My order arrived quicker than other stuff I ordered on the same day, and I really liked the service, particularly the leaflet in the box about their charity hike up Kilimanjaro. That gave it a personal touch -- not just a box and nothing more. I'll use them again. And the analyst in me also liked the use of the MA-C code.
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reviewed 2 years ago
Just had a great routine service on our boiler. The engineer was really friendly and extremely thorough. He went round bleeding the radiators and then checking them again and took a lot of time running everything up to full temperature, off and on again. This was not just a quick poke around and a bit of a hoover, as some previous services from other suppliers have been. Engineer also set our minds at rest about a new noise and advised against replacing the part as unnecessary. So pleased with the service that I felt I should track them down here and write a review.
• • •
Public - 2 years ago
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