Customer Experience

This category contains 6 posts

Planning the Retail Mobile Channel

A lot has changed in the Mobile channel over the past year. More smartphones and tablets are on the market, businesses are increasingly launching mobile-friendly sites, applications and SMS programs, and consumers now expect to be able to use their mobiles for shopping, researching products, finding directions, local search, opening times and so forth. There is [...]

Your Customers Are Now Mobile – Are You?

Millions more people are using mobile devices to get online every day to search for local shops, restaurants, pubs and information when they are on-the-go.  Yet, many businesses and organisations do not yet have a mobile site and their websites won’t work properly on a mobile phone. They’re slow to load, hard to view and [...]

Online spend values shown to be directly linked to customer experience

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 [...]

Green shoots or power to the people? Consumer buying trends

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 [...]

The dilemma for publishers – how to charge for content

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 [...]

Turning Customers into Fans – the case for brand advocacy

“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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