Analysis of website analytics data to determine overall performance, performance by segment, e.g. device, channel, user type, analysis of on-site behaviour or digging into the impact a specific element or piece of functionality has on performance and user experience.

Analysis of data housed within existing CRM (Customer Relationship Management) tool / database, e.g. Salesforce, Pipedrive, etc. to understand customers and potential customers challenges, pain points, blockers, decision making process, etc. on a large scale and identify nuances between different customer types.

Analysis of on-site live chat transcripts to uncover fears, uncertainties and doubts that users are facing on-site, including identifying any unanswered questions (which could point towards missing or sub-optimal website content).

A customer survey sent out via email to your customers (ideally segmented by customer type, e.g. new customers, recently lapsed customers, VIPs, etc). Typically the goal of a customer survey is to understand customers perception of your product/service, to understand what problem/s your product/service solves for them and any improvement areas based on their experiences.

Usually 30 minute - 1 hour sessions run on a one-to-one basis either in person or remotely on Zoom, Teams, etc. Customers are recruited via email database and should ideally be incentivized for their time, e.g. a discount code or gift card.