Avinash Kaushik’s Web Analytics 2.0, a Book Review

Avinash Kaushik’s Web Analytics 2.0 – Yeah, I’m a Fan

Web Analytics Matter!

We Go Way Back

First of all, the first book that truly caught my eye and made a huge impression on me was Avinash Kaushik’s Web Analytics 2.0: The Art of Online Accountability and Science of Customer Centricity.

Web Analytics

As a (hopefully) former data person, I can relate to the idea of needing web analytics. E. g., the measurements of how your website does. Why do you want to measure with web analytics? Why, you need to see whether your message is actually going anywhere.

For e-commerce sites, the ultimate test is, naturally, whether you’re getting sales. But it’s hard to tell – particularly in a complex organization – whether the website drives sales or offline marketing efforts. And even measuring orders via these channels may not tell the entire story, as customers may see offline advertising and then come online to buy, or they may do the reverse and buy in-store after researching a product online. Or they could just be coming online to think about it and compare and mull it over and could convert to a paying customer days or weeks or months later. Or never.

What if You’re Not in e-Commerce?

And what about sites (such as my own) where nothing is offered for sale? My ultimate customer becomes, of course, someone to hire me, either permanently or temporarily. And this would mean as a consultant or a partner or a founder or a director or whatever, but that might be months away. What happens in the meantime? I might be able to dope some of that out with SEO and seeing where I am in search engine rankings, but just because people can find my site doesn’t mean they’re going to convert into hiring me or are even in a position to do so. My mother (hi, Mom!) can find my site and read it, but she won’t hire me any time soon. Unless I want to come and clean the gutters or something.

How do you or I know what’s happening?

Enter analytics.

It is, admittedly, still an imperfect science. But Mr. Kaushik breaks it down and describes the reports that you need to understand what’s happening with your site. He talks about what is essentially a Trinity strategy: experience, behavior and outcomes.

User Experience

It’s not enough to just track sales (outcomes). It’s also about user experience and behavior. This is much like in the offline world, if you think about it. Going to a restaurant is an experience and many of them are packaged as such. But it is a far different experience going to a McDonald’s or a Chik-Fil-A versus a Bertucci’s. And that experience differs from going to Legal Seafood’s which in turn is different from Blue Ginger (celebrity chef Ming Tsai’s restaurant). You can intake the same amount of calories. You might even be able to get in the same quality and types of nutrition. And you might enjoy a Big Mac as much as you enjoy one of Chef Tsai’s specialties. Aside from price, what are the differences?

What Sort of User Experience?

When you go to a McDonald’s, a part of the price is wrapped up in the experience. For chain entities in particular, it’s about sameness and predictability. If you find yourself in rural Oshkosh and have never been there before, you see the golden arches and you realize what to expect. For Bertucci’s, even though it costs more and there’s table service, there’s a similar vibe. You go there because you can depend upon it to be a certain way. And Blue Ginger is also dependable in the sense that it’s very upscale so you know you are going to be treated a certain way and it will look a particular way and presumably the food will taste in a way that reflects that kind of investment, both by you and by Mr. Tsai and his team.

Enhanced User Experience

Mr. Kaushik shows how understanding analytics can help you to enhance user experience.  And this, ultimately, drives user behavior. While conversions (sales) are the ultimate in user behaviors, he doesn’t forget about other valid behaviors.

Hence for the e-commerce site, product research is a valid and valuable behavior. So is printing a map to a brick and mortar store. Or comparing prices.

And for a non-e-commerce venture (again, I’ll use myself as an example), valid user (reader) behaviors are things like reading my writings and getting to know me. I put myself out there in order to be known, because that’s a piece of the hiring puzzle (why are there interviews — it’s not to know about skills, which should already be known. It’s to see if there’s a personality and a culture fit). Plus it enhances networking. Know me, think I’m worthwhile (at least, I hope you do) and you might think of a place where they might need me, or someone I should meet. And I do the same, in turn, for you. And cosmic karma gets us both into better places.

Back to the Book

But I digress. Let’s get back to the book.

The book has a lively, engaging style. It’s long but I sailed through it. And Mr. Kaushik (who is very gracious and seems to be very approachable, by the way) is clearly having fun and loves what he does. It’s a refreshing joy to read a book where the author is constantly delighted.

Read his book. Learn about analytics. Make the web a better place.

May your bounce rate be low, and your conversion rate high!

Rating

5/5