Customer Experience

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Online spend values shown to be directly linked to customer experience

By Jim Webster ⋅ September 2, 2009 ⋅ Post a comment

A research study from ecommerce services provider ATG has looked at the likes, dislikes, common frustrations and spending habits of 6,500 online shoppers across Europe. The findings highlight significant differences in the preferences, experience and confidence of different nationalities.
For example, in countries where satisfaction is poor, consumer spend is lower. More than half of those [...]

Green shoots or power to the people? Consumer buying trends

By Jim Webster ⋅ August 25, 2009 ⋅ Post a comment

Online sales in the UK is defying the economic woes with growth of almost 16 per cent in just one month, as one in fifteen people made an online purchase during July alone. So is this evidence of a recovery from the recession or a change in consumer purchasing patterns?
Overall online sales were up by [...]

The dilemma for publishers – how to charge for content

By Jim Webster ⋅ August 20, 2009 ⋅ Post a comment

As newspaper groups announce alarming losses, publishers are under increasing pressure to make their digital offerings pay without alienating their vast online audiences.
The internet has transformed the way readers engage with news. By migrating online, newspaper publishers have been able to exploit the dynamics of the web, building new audiences and becoming bigger international brands [...]

Turning Customers into Fans – the case for brand advocacy

By Jim Webster ⋅ June 15, 2009 ⋅ Post a comment

“I’m a Mac not a PC”….
Apple’s clever advertising campaign in 2007 showed one cool-looking bloke introducing himself as a Mac and an uncool bloke in a suit and a bad haircut introducing himself as a PC. Through a series of adverts, they discuss the shortcomings of the PC versus the merits of the Mac. [...]

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