Analytics Tools for an Omnichannel Journey

How to instrument metrics for Online-Offline Experiences

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Over the past few weeks, I’ve been writing about metrics.

We talked about why having an End to End Analytics Strategy is key to driving growth for your product. We also talked about how to think about What Metrics to track at different stages of a product’s customer acquisition journey.

This is the final post in our “metrics” trilogy — and this one is about the Tools that you’ll need to actually instrument your measures.

As always, this will make much more sense when discussed against some context — so let me start by telling you a story.

Omnichannel Complications

Several years ago, I was working with my team to launch a Smart Home product in a highly contested category — Smart Thermostats. Our product was a Wi-Fi Thermostat along with iOS & Android mobile apps to control the thermostat.