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• How to Track Website Visitors : Benefits, Tools and FAQs

  31 août 2023, par Erin — Analytics Tips, Marketing

  Businesses spend a ton of time, money and effort into creating websites that are not only helpful and captivating, but also highly effective at converting visitors. They’ll create content, revise designs, add new pages and change forms, all in the hope of getting visitors to stay on the site and convert into leads or customers.

  When you track website visitors, you can see which of your efforts are moving the needle. While many people are familiar with pageviews as a metric, website visitor tracking can be much more in-depth and insightful.

  In this article, we’ll cover how website visitor tracking works, what you can track, and how this information can improve sales and marketing results. We’ll also explain global privacy concerns and how businesses can choose the right tracking software. 

  What is website visitor tracking ? 

  Website visitor tracking uses software and applications to track and analyse how visitors interact with your website. It’s a vital tool to help businesses understand whether their website design and content are having the desired effect.

  

  Website visitor tracking includes very broad, non-specific data, like how many times visitors have come to your site. But it can also get very specific, with personal information about the user and even recordings of their visit to your site. Site visits, which may include visiting several different pages of the same site, are often referred to as “sessions.”

  Although Google Analytics is the most widely used website visitor tracking software, it isn’t the most comprehensive or powerful. Companies that want a more in-depth understanding of their website may need to consider running a more precise tool alongside Google Analytics, like Matomo.

  As we’ll cover later, website tracking has many important business applications, but it also poses privacy and security concerns, causing some states and countries to impose strict regulations. Privacy laws and your company’s values should also impact what web analytics tool you choose.

  How website tracking works

  Website tracking starts with the collection of data as users interact with the website. Tracking technologies like cookies, JavaScript and pixels are embedded into web pages. These technologies then gather data about user behaviour, session details and user actions, such as pageviews, clicks, form submissions and more.

  More advanced tracking systems assign unique identifiers (such as cookies or visitor IDs) to individual users. This enables tracking of user journeys across multiple sessions and pages. These detailed journeys can often tell a different story and provide different insights than aggregated numbers do. 

  All this collected data is transmitted from the user’s browser to a centralised tracking system, which can be a third-party web analytics tool or a self-hosted solution. The collected data is stored in databases and processed to generate meaningful insights. This process involves organising the data, aggregating metrics, and creating reports.

  Analytics tools process the collected data to generate reports and visualisations that provide insights into user behaviour. Metrics such as pageviews, bounce rates, conversion rates and user paths are analysed. Good web analytics tools are able to present these insights in a user-friendly way. Analysts and marketing professionals then use this knowledge to make informed decisions to improve the user experience (UX).

  Advanced tracking systems allow data segmentation and filtering based on various criteria, such as user demographics, traffic sources, devices and more. This enables deeper analysis of specific user groups. For example, you might find that your conversion rate is much lower when your website is viewed on a mobile device. You can then dig deeper into that segment of data to find out why and experiment with changes that might increase mobile conversions.

  3 types of website tracking and their benefits

  There are three main categories of website tracking, and they each provide different information that can be used by sales, marketing, engineering and others. Here, we cover those three types and how businesses use them to understand customers and create better experiences.

  Website analytics 

  Website analytics is all about understanding the traffic your website receives. This type of tracking allows you to learn how the website performs based on pageviews, real-time traffic, bounce rate and conversions. 

  For example, you would use website analytics to determine how effectively your homepage drives people toward a product or pricing page. You can use pageviews and previous page statistics to learn how many people who land on your homepage read your blog posts. From there, you could use web analytics to determine the conversion rate of the call to action at the end of each article.

  

  User behaviour

  While website analytics focuses on the website’s performance, user behaviour tracking is about monitoring and quantifying user behaviour. One of the most obvious aspects of user behaviour is what they click on, but there are many other actions you can track. 

  The time a user spends on a page can help you determine whether the content on the page is engaging. Some tracking tools can also measure how far down the page a user scrolls, which reveals whether some content is even being seen. 

  Session recordings are another popular tool for analysing user behaviour. They not only show concrete actions, like clicks, but can also show how the user moves throughout the page. Where do they stop ? What do they scroll right past ? This is one example of how user behaviour data can be quantitative or qualitative.

  Visitor information

  Tracking can also include gathering or uncovering information about visitors to your site. This might include demographic information, such as language and location, or details like what device a website visitor is using and on which browser they view your website. 

  This type of data helps your web and marketing teams make better decisions about how to design and format the site. If you know, for example, that the website for your business-to-business (B2B) software is overwhelmingly viewed on desktop computers, that will affect how you structure your pages and choose images. 

  Similarly, if visitor information tells you that you have a significant audience in France, your marketing team might develop new content to appeal to those potential customers.

  Use website visitor tracking to improve marketing, sales and UX 

  Website visitor tracking has various applications for different parts of your business, from marketing to sales and much more. When you understand the impact tracking has on different teams, you can better evaluate your company’s needs and build buy-in among stakeholders.

  Marketing

  At many companies, the marketing team owns and determines what kind of content is on your website. From landing pages to blog posts to the navigation bar, you want to create an experience that drives people toward making a purchase. When marketers can track website visitors, they can get a real look at how visitors respond to and engage with their marketing efforts. Pageviews, conversion rates and time spent on pages help them better understand what your customers care about and what messaging resonates.

  But web analytics can even help marketing teams better understand how their external marketing campaigns are performing. Tracking tools like Matomo reveal your most important traffic sources. The term “traffic source” refers to the content or web property from which someone arrives at your site. 

  For instance, you might notice that an older page got a big boost in traffic this month. You can then check the traffic sources, where you find that an influential LinkedIn user posted a link to the page. This presents an opportunity to adjust the influencer or social media aspects of your marketing strategy.

  

  Beyond traffic sources, Matomo can provide a visual user journey (also known as User Flow), showing which pages visitors tend to view in a session and even in what order they progress. This gives you a bird’s-eye view of the customer journey.

  Sales

  Just like your marketing team, your sales team can benefit from tracking and analysing website visitor information. Data about user behaviour and visitor demographics helps sales representatives better understand the people they’re talking to. Segmented visitor tracking data can even provide clues as to how to appeal to different buyer personas.

  Sales leadership can use web analytics to gauge interest over time, tie visitors to revenue and develop more accurate sales forecasts and goals. 

  

  And it’s not just aggregated website tracking data that your sales team can use to better serve customers. They can also use insights about an individual visitor to tailor their approach. Matomo’s Visits Log report and Visitor Profiles allow you to see which pages a prospect has viewed. This tells your sales team which products and features the prospect is most interested in, leading to more relevant interactions and more effective sales efforts.

  User experience and web development

  The way users interact with and experience your website has a big impact on their impression of your brand and, ultimately, whether they become customers. While marketing often controls much of a website’s content, the backend and technical operation of the site usually falls to a web development or engineering team. Website analytics and tracking inform their work, too.

  Along with data about website traffic and conversion rates, web development teams often monitor bounce rates (the percentage of people who leave your website entirely after landing on a page) and page load time (the time it takes for an individual web page to load for a user). Besides the fact that slow loading times inconvenience visitors, they can also negatively affect your search engine optimization (SEO).

  

  Along with session recordings, user experience teams and web developers may use heatmaps to find out what parts of a page draw a visitor’s attention and where they are most likely to convert or take some other action. They can then use these insights to make a web page more intuitive and useful.

  Visitor tracking and privacy regulations 

  There are different data privacy standards in other parts of the world, which are designed to ensure that businesses collect and use consumer data ethically. The most-discussed of these privacy standards is the General Data Protection Regulation (GDPR), which was instituted by the European Union (EU) but affects businesses worldwide. However, it’s important to note that individual countries or states can have different privacy laws.

  Many privacy laws govern how websites can use cookies to track visitors. With a user’s consent, cookies can help websites identify and remember visitors. However, many web visitors will reject cookie consent banners. When this happens, analysts and marketers can’t collect information from these visitors and have to work with incomplete tracking data. Incomplete data leads to poor decision-making. What’s more, cookie consent banners can create a poor user experience and often annoy web visitors.

  With Matomo’s industry-leading measures to protect user privacy, France’s data protection agency (CNIL) has confirmed that Matomo is exempt from tracking consent in France. Matomo users have peace of mind knowing they can uphold the GDPR and collect data without needing to collect and track cookie consent. Only in Germany and the UK are cookie consent banners still required.

  Choosing user tracking software

  The benefits and value of tracking website visitors are enormous, but not all tracking software is equal. Different tools have different core functionalities. For instance, some focus on user behaviour over traditional web analytics. Others offer detailed website performance data but offer little in the way of visitor information. It’s a good idea to start by identifying your company’s most important tracking goals.

  Along with core features, look for useful tools to experiment with and optimise your website with. For example, Matomo enables A/B testing while many other tools do not.

  

  Along with users of your website, you also need to think about the employees who will be using the tracking software. The interface can have a big impact on the value you get from a tool. Matomo’s session recording functionality, for example, not only provides you with video but with a colour-coded timeline identifying important user actions.

  

  Privacy standards and compliance should also be a part of the conversation. Different tools use different tracking methods, impacting accuracy and security and can even cause legal trouble. You should consider which data privacy laws you are subject to, as well as the privacy expectations of your users.

  

  Some industries have especially high data security standards. Government and healthcare organisations, for example, may require visitor tracking software that is hosted on their premises. While there are many purely cloud-based software-as-a-service (SaaS) tracking tools, Matomo is available both On-Premise (also known as self-hosted) and in the Cloud.

  Frequently asked questions

  Here are answers to some of people’s most common questions about tracking website visitors.

  Can you track who visited your website ?

  In most cases, tracking your website’s traffic is possible. Still, the extent of the tracking depends on the visitor-tracking technology you use and the privacy settings and precautions the visitor uses. For example, some technologies can pinpoint users by IP address. In other cases, you may only have access to anonymized data.

  Is it legal to track someone’s IP address ?

  It is legal for websites and businesses to track someone’s IP address in the sense that they can identify that someone from the same IP address is visiting a page repeatedly. Under the General Data Protection Regulation (GDPR), IP addresses are considered personally identifiable information (PII). The GDPR mandates that websites only log and store a user’s IP address with the user’s consent.

  How do you find where visitors are clicking the most ?

  Heatmap tools are among the most common tools for learning where visitors click the most on your website. Heatmaps use colour-coding to show what parts of a web page users either click on or hover over the most.

  Unique tracking URLs are another way to determine what part of your website gets the most clicks. For example, if you have three links on a page that all go to the same destination, you can use tracking links to determine how many clicks each link generates.

  Matomo also offers a Tag Manager within the platform that lets you manage and unify all your tracking and marketing tags to find out where visitors are clicking.

  What is the best tool for website visitor tracking ?

  Like most tools, the best website visitor tracking tool depends on your needs. Each tool offers different functionalities, user interfaces and different levels of accuracy and privacy. Matomo is a good choice for companies that value privacy, compliance and accuracy.

  Tracking for powerful insights and better performance

  Tracking website visitors is now a well-ingrained part of business operations. From sales reps seeking to understand their leads to marketers honing their ad spend, tracking helps teams do their jobs better.

  Take the time to consider what you want to learn from website tracking and let those priorities guide your choice of visitor tracking software. Whatever your industry or needs, user privacy and compliance must be a priority.

  Find out how much detail and insight Matomo can give you with our free 21-day trial — no credit card required.

• The Ultimate List of Alternatives to Google Products

  2 août 2022, par Erin — Privacy

  For many businesses, Google products can play an integral part in the productivity, function and even success of the company. This is because Google has designed their digital ecosystem to infiltrate every aspect of your work and personal life at low-to-no cost.

  On the surface, this seems like a no-brainer. Why not have a cost-effective and seamlessly connected tech stack ? It’s the complete package. 

  From Gmail to Google Analytics, it becomes hard to untangle yourself from this intricate web Google has managed to spin. But like a web, you know there’s also a catch.

  This leads us to the big question… Why stop ?

  In this blog, we’ll cover :

  Why de-Google ?

  Google products are convenient and seemingly free. However, in recent years, Google’s name has become synonymous with privacy breaches, data leaks and illegal under the General Data Protection Regulation (GDPR).

  As their track record shows a glaring disregard for data protection, a growing list of EU member countries like Austria, France, Denmark and Italy have banned Google products, such as Google Analytics, Google Workspace and Google Chromebook.

  Google offers free products and services, but not out of altruism. There’s a trade-off. By using Google’s “free” products, your customers’ and your own online activity becomes a commodity that can be sold to advertisers.

  When the risks of using Google products are considered, it becomes clear the need to plot a pathway to de-Google your business. If you’re wondering how in the world to uncoil from this web, fortunately, there are plenty of privacy-friendly, secure alternatives to Google products that you can choose.

  Disclaimer : Below, we’ve tried our best to provide a comprehensive list of alternatives to Google products for businesses, but because you know your business best, we’d also encourage you to do your own research to ensure the tool will suit your unique needs.

  Best Google alternative tools for business

  Overall business tools

  Google Workspace alternatives

  Google Workspace isn’t GDPR compliant by default, so businesses are at risk of fines and reputational damage. More EU countries are reaching the same conclusion that Google products are violating EU law. Data Protection Authorities from Norway and Denmark have deemed Google Workspace illegal in accordance with the GDPR. 

  Nextcloud

  Nextcloud is an open-source and self-hosted productivity platform that offers a suite of services to replace the major features found in Google Workspace, such as Google Drive, Calendar, Docs, Forms and Tasks. 

  You can share files and collaborate without worrying about data being shared with unauthorised individuals or companies. As a self-hosted suite, you’re in full control of where your data is, who has access to it and can comply with the strictest of data protection legislations.

  

  Zoho

  Zoho is a Google Workspace alternative built on the same principles as Google’s productivity suite. It offers a suite of online office tools, including email, calendar and task management, but with an emphasis on privacy protection. Zoho doesn’t rely on advertising revenue to support their business which means your personal data will never be sold or used for targeted ads. 

  With over 75 million users globally, Zoho offers data encryption at rest and at transit, multi-factor authentication and complies with strict security standards set by HIPAA, the Cloud Security Alliance and the GDPR.

  

  Gmail alternatives

  Google only encrypts emails via STARTTLS. In other words, your data isn’t end-to-end encrypted and can be decrypted by them at any time. Gmail also has a history of allowing third-party app developers that work with Gmail to access private and personal Gmail messages for their own market research purposes.

  ProtonMail

  ProtonMail is a secure, open-source email service that provides end-to-end encryption, so only the sender and receiver can access the messages. Proton deliberately doesn’t possess the key needed to decrypt any part of the message, so you know your sensitive business information is always private. 

  To protect users from digital surveillance, they also provide enhanced tracking protections and don’t rely on ads, so your data isn’t mined for advertising purposes. Not only that, you can also sync ProtonMail with a host of other Google alternative products, such as Proton Calendar and Proton Drive.

  

  Mailfence

  Mailfence is a highly secure communications and planning platform that offers a complete email suite, as well as, Documents, a Calendar and Groups. It provides end-to-end encryption and comes with a built-in data loss prevention system that prevents unauthorised access to your sensitive information. 

  Mailfence is completely ad-free and promises to never commercialise its databases or share data with third parties for targeted ads.

  

  Tutanota

  Tutanota is an open-source email service known as one of the first to offer end-to-end encryption. It boasts a user-friendly interface and offers a fast, simple and secure email service that works on web and mobile platforms. Stringent security, in addition to TOTP and U2F for two-factor authentication means you control who has access to your email and messages. 

  It requires no phone number or personal information to register for a free account. In addition, Tutanota doesn’t earn money through ads, its servers are based in Europe and it is fully GDPR compliant.

  

  Google Calendar alternatives

  Calendars can contain a lot of personal information (who you are meeting, location, contact info, etc.), which is well worth keeping private. 

  Proton Calendar

  With Proton Calendar all event details – participants, locations, event names, descriptions and notes are end-to-end encrypted. It has a clean and easy-to-use interface, and you get a full set of advanced features to replace Google Calendar, such as the ability to create events and reminders, add multiple calendars and set up repeating events. You can easily sync all your calendars between mobile and desktop apps.

  

  Mailfence Calendar

  Mailfence Calendar lets you manage, schedule and track your events and meetings. Similar to Google Calendar, you can invite people to events using their Mailfence email IDs, but it doesn’t track your location or email address.

  

  Tutanota Calendar

  Tutanota Calendar offers built-in encryption, so no one else can decrypt and read your information.

  You can keep track of your appointments and meetings in a secure environment that only you have access to. You get features, such as day/week/month view, all-day events, recurring events, upcoming events view and shared calendars. You can also sync it with other apps such as Outlook.

  

  Nextcloud Calendar app

  Nextcloud also offers a Calendar app which easily syncs events from different devices with your Nextcloud account. You can integrate it with other Nextcloud apps like Contacts, Talk and Tasks.

  

  Google Drive alternatives

  The GDPR emphasises end-to-end encryption as a safeguard against data leaks, but Google Drive isn’t end-to-end encrypted, so Google has access to the data on its servers. 

  In their privacy policy, they also state that this data can be analysed for advertising purposes, so although you’re using “free” Cloud storage, users need to be aware that they’re paying for this by giving Google access to any and all data stored in Google Drive.

  Proton Drive

  Proton Drive is a secure and private Cloud storage service that provides you with an easy-to-use, customisable and secure file management system.

  It uses end-to-end encryption to secure your data and keep it safe from prying eyes. As you have full control over your data, you can decide how long it’s stored and who has access to it. You can also choose how much of your information is shared with other users.

  

  Nextcloud

  Nextcloud works on your own server, so you can access and share your data wherever you are. It’s a file hosting service that lets you store files, sync them across your devices and collaborate with others on projects. 

  It also provides encryption for all the files that you store on its servers, so you can rest assured that no one can see your information without your permission.

  

  Syncthing

  Syncthing is a free, open-source file synchronisation program that allows you to store and access your files wherever you are. It’s designed to be fast, secure and easy to use, making it a great alternative to Google Drive. 

  With Syncthing, you can sync files across multiple computers and mobile devices at once. So if you create, delete or modify files on one machine, they will automatically be replicated on other devices. Data is saved directly to a location you choose, so you can securely backup your data without needing a third-party cloud service.

  Google Docs alternatives

  Google states they can “collect information” from Google-hosted content such as Docs by means of automated scanning. 

  Not only does this stoke spying fears, it also raises concerns over who holds power over your content. If they look through your docs and decide that you’ve violated their terms of service, you can get locked out of your Google Docs – as was the case when a National Geographic crime reporter had her story “frozen” by Google.

  LibreOffice

  LibreOffice is a free, open-source office suite with all the features you need to create and edit documents, presentations and spreadsheets. It’s compatible with many different languages and all Microsoft Office file formats. 

  Unlike Google Docs, LibreOffice doesn’t store your documents on the Cloud. As it runs on your own computer, you maintain complete control and the data is kept as private and as secure as you wish. LibreOffice also has an online version that works with most web browsers and can be used on Windows, Mac and Linux operating systems. 

  The open-source nature ensures security as the code is constantly improved and scouted for vulnerabilities.

  

  Nextcloud Office

  Like Google Docs, Nextcloud Office lets you create new documents and spreadsheets and collaborate with teammates or colleagues. But unlike Google Docs, Nextcloud doesn’t collect any data on who is using its platform, or what they’re doing on it. You can even encrypt the files you store in Nextcloud, so no one else can see them unless you give them access to your account.

  

  Google Keep alternative

  Standard Notes

  Standard Notes is an open-source online notebook app that offers a variety of useful features, such as tasks, to-dos and spreadsheets. 

  Unlike Google Keep, which has access to your notes, Standard Notes is end-to-end encrypted, which protects all your information and keeps it securely synced across all your devices. Standard Notes supports text, images and audio notes. As open-source software, they value transparency and trust and don’t rely on tracking or intrusive ads.

  

  Google Chrome alternatives

  Google Chrome is notorious for stalking users and collecting information for their own gains. Their browser fuels their data gathering infrastructure by being able to collect info about your search history, location, personal data and product interaction data for “personalisation” purposes – essentially to build a profile of you to sell to advertisers.

  Firefox

  Firefox is one of the most secure browsers for privacy and is trusted by 220 million users. It easily compares with Chrome in terms of ease of use and performance. 

  On top of that it offers enhanced privacy protections, so you get a browser that doesn’t stalk you and isn’t riddled with ads.

  

• How to Conduct a Customer Journey Analysis (Step-by-Step)

  9 mai 2024, par Erin

  Your customers are everything.

  Treat them right, and you can generate recurring revenue for years. Treat them wrong ; you’ll be spinning your wheels and dealing with churn.

  How do you give your customers the best experience possible so they want to stick around ?

  Improve their customer experience.

  How ?

  By conducting a customer journey analysis.

  When you know how your customers experience your business, you can improve it to meet and exceed customer expectations.

  In this guide, we’ll break down how the customer journey works and give you a step-by-step guide to conduct a thorough customer journey analysis so you can grow your brand.

  What is a customer journey analysis ?

  Every customer you’ve ever served went on a journey to find you.

  From the moment they first heard of you, to the point that they became a customer. 

  Everything in between is the customer journey.

  A customer journey analysis is how you track and analyse how your customers use different channels to interact with your brand.

  

  Analysing your customer journey involves identifying the customer’s different touchpoints with your business so you can understand how it impacts their experience. 

  This means looking at every moment they interacted with your brand before, during and after a sale to help you gain actionable insights into their experience and improve it to reach your business objectives.

  Your customers go through specific customer touchpoints you can track. By analysing this customer journey from a bird’s eye view, you can get a clear picture of the entire customer experience.

  4 benefits of customer journey analysis

  Before we dive into the different steps involved in a customer journey analysis, let’s talk about why it’s vital to analyse the customer journey.

  By regularly analysing your customer journey, you’ll be able to improve the entire customer experience with practical insights, allowing you to :

  Understand your customers better

  What’s one key trait all successful businesses have ?

  They understand their customers.

  By analysing your customer journey regularly, you’ll gain new insights into their wants, needs, desires and behaviours, allowing you to serve them better. These insights will show you what led them to buy a product (or not).

  For example, through conducting a customer journey analysis, a company might find out that customers who come from LinkedIn are more likely to buy than those coming from Facebook.

  Find flaws in your customer journey

  Nobody wants to hear they have flaws. But the reality is your customer journey likely has a few flaws you could improve.

  By conducting customer journey analysis consistently, you’ll be able to pinpoint precisely where you’re losing prospects along the way. 

  For example, you may discover you’re losing customers through Facebook Ads. Or you may find your email strategy isn’t as good as it used to be.

  But it’s not just about the channel. It could be a transition between two channels. For example, you may have great engagement on Instagram but are not converting them into email subscribers. The issue may be that your transition between the two channels has a leak.

  Or you may find that prospects using certain devices (i.e., mobile, tablet, desktop) have lower conversions. This might be due to design and formatting issues across different devices.

  By looking closely at your customer journey and the different customer touchpoints, you’ll see issues preventing prospects from turning into leads or customers from returning to buy again as loyal customers.

  Gain insights into how you can improve your brand

  Your customer journey analysis won’t leave you with a list of problems. Instead, you’ll have a list of opportunities.

  Since you’ll be able to better understand your customers and where they’re falling off the sales funnel, you’ll have new insights into how you can improve the experience and grow your brand.

  For example, maybe you notice that your visitors are getting stuck at one stage of the customer journey and you’re trying to find out why.

  So, you leverage Matomo’s heatmaps, sessions recordings and scroll depth to find out more.

  In the case below, we can see that Matomo’s scroll map is showing that only 65% of the visitors are reaching the main call to action (to write a review). 

  

  To try to push for higher conversions and get more reviews, we could consider moving that button higher up on the page, ideally above the fold.

  Rather than guessing what’s preventing conversions, you can use user behaviour analytics to “step in our user’s shoes” so you can optimise faster and with confidence.

  Try Matomo for Free

  Get the web insights you need, without compromising data accuracy.

  Start for free

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  Grow your revenue

  By taking charge of your customer journey, you can implement different strategies that will help you increase your reach, gain more prospects, convert more prospects into customers and turn regulars into loyal customers.

  Using customer journey analysis will help you optimise those different touchpoints to maximise the ROI of your channels and get the most out of each marketing activity you implement.

  7 steps to conduct a customer journey analysis

  Now that you know the importance of conducting a customer journey analysis regularly, let’s dive into how to implement an analysis.

  Here are the seven steps you can take to analyse the customer journey to improve your customer experience :

  

  1. Map out your customer journey

  Your first step to conducting an effective customer journey analysis is to map your entire customer journey.

  Customer journey mapping means looking at several factors :

  • Buying process
  • Customer actions
  • Buying emotions
  • Buying pain points
  • Solutions

  Once you have an overview of your customer journey maps, you’ll gain insights into your customers, their interests and how they interact with your brand. 

  After this, it’s time to dive into the touchpoints.

  2. Identify all the customer touchpoints 

  To improve your customer journey, you need to know every touchpoint a customer can (and does) make with your brand.

  This means taking note of every single channel and medium they use to communicate with your brand :

  • Website
  • Social media
  • Search engines (SEO)
  • Email marketing
  • Paid advertising
  • And more

  Essentially, anywhere you communicate and interact with your customers is fair game to analyse.

  If you want to analyse your entire sales funnel, you can try Matomo, a privacy-friendly web analytics tool. 

  You should make sure to split up your touchpoints into different customer journey stages :

  • Awareness
  • Consideration
  • Conversion
  • Advocacy

  Then, it’s time to move on to how customers interact on these channels.

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  Get the web insights you need, without compromising data accuracy.

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  3. Measure how customers interact on each channel

  To understand the customer journey, you can’t just know where your customers interact with you. You end up learning how they’re interacting.

  This is only possible by measuring customer interactions.

  How ?

  By using a web analytics tool like Matomo.

  With Matomo, you can track every customer action on your website.

  This means anytime they :

  • Visit your website
  • View a web page
  • Click a link
  • Fill out a form
  • Purchase a product
  • View different media
  • And more

  You should analyse your engagement on your website, apps and other channels, like email and social media.

  4. Implement marketing attribution

  Now that you know where your customers are and how they interact, it’s time to analyse the effectiveness of each channel based on your conversion rates.

  Implementing marketing attribution (or multi-touch attribution) is a great way to do this.

  Attribution is how you determine which channels led to a conversion.

  While single-touch attribution models credit one channel for a conversion, marketing attribution gives credit to a few channels.

  For example, let’s say Bob is looking for a new bank. He sees an Instagram post and finds himself on HSBC’s website. After looking at a few web pages, he attends a webinar hosted by HSBC on financial planning and investment strategies. One week later, he gets an email from HSBC following up on the webinar. Then, he decides to sign up for HSBC’s online banking.

  Single touch attribution would attribute 100% of the conversion to email, which doesn’t show the whole picture. Marketing attribution would credit all channels : social media, website content, webinars and email.

  Matomo offers multiple attribution models. These models leverage different weighting factors, like time decay or linear, so that you can allocate credit to each touchpoint based on its impact.

  Matomo’s multi-touch attribution reports give you in-depth insights into how revenue is distributed across different channels. These detailed reports help you analyse each channel’s contribution to revenue generation so you can optimise the customer journey and improve business outcomes.

  Try Matomo for Free

  Get the web insights you need, without compromising data accuracy.

  Start for free

  No credit card required

  5. Use a funnels report to find where visitors are leaving

  Once you set up your marketing attribution, it’s time to analyse where visitors are falling off.

  You can leverage Matomo funnels to find out the conversion rate at each step of the journey on your website. Funnel reports can help you see exactly where visitors are falling through the cracks so you can increase conversions.

  6. Analyse why visitors aren’t converting

  Once you can see where visitors are leaving, you can start to understand why.

  For example, let’s say you analyse your funnels report in Matomo and see your landing page is experiencing the highest level of drop-offs.

  

  You can also use form analytics to find out why users aren’t converting on your landing pages – a crucial part of the customer journey.

  7. A/B test to improve the customer journey

  The final step to improve your customer journey is to conduct A/B tests. These are tests where you test one version of a landing page to see which one converts better, drives more traffic, or generates more revenue.

  For example, you could create two versions of a header on your website and drive 50% of your traffic to each version. Then, once you’ve got your winner, you can keep that as your new landing page.

  

  Using the data from your A/B tests, you can optimise your customer journey to help convert more prospects into customers.

  Use Matomo to improve your customer journey analysis

  Now that you understand why it’s important to conduct customer journey analysis regularly and how it works, it’s time to put this into practice.

  To improve the customer journey, you need to understand what’s happening at each stage of your funnel. 

  Matomo gives you insights into your customer journey so you can improve website performance and convert more visitors into customers.

  Used by over 1 million websites, Matomo is the leading privacy-friendly web analytics solution in the world. 

  Matomo provides you with accurate, unsampled data so you understand exactly what’s going on with your website performance.

  The best part ?

  It’s easy to use and is compliant with the strictest privacy regulations.

  Try Matomo free for 21-days and start Improving your customer journey. No credit card required.

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