Posts tagged with Customer Experience

glue bottle

Is the RFP broken? Part two

The question of whether the ecommerce RFP is fit for purpose raised its head again recently.

I’ve received a few since the last post and have come to the conclusion that they have all entirely missed a rather large point, to paraphrase the intro from my first post.

How are companies identifying customer experience 'pain points'?

An excellent customer experience is a vital as companies look to gain an edge over competitors, yet many still lack a complete understanding of the issues facing customers. 

More than three quartera of respondents in our Reducing Customer Struggle 2013 report, produced in association with IBM Tealeaf say they have a 'good' or 'okay' understanding of their customers' online experience. 

While the number rating their understanding as 'excellent' has increased from 4% in 2012 to 7% this year, 14% still rate their knowledge of this as 'poor' or 'very poor'. 

So how are companies seeking to understand the online customer experience, and which methods are effective? 

 

Blackpool

UX problems I had booking my holiday (and why I need a bumbag)

In this post, or seamless meld of my personal and professional lives, I will highlight a few user experience blips I found when booking a holiday to Austria.

On reflection, it occurs to me we might all be over-excited about new developments online. Wearable technology and cross-channel CRM are both all over tech and digital marketing news, but how far are we from websites working to the user's satisfaction?

As progress brings more examples of 'good', the 'bad' becomes even more annoying. The whole experience of booking my holiday left me realising that one of the main benefits of package holidays remains the same: they take the hassle out of having to interact with more than one service/company in the travel sector.

None of the company websites I used were bad at all, in fact, I was impressed by OBB (Austrian Rail) and Olotels, but the cumulative effect of small user experience hiccups meant that booking tickets and accommodation filled an evening with moderate pain.

Can a holiday ever truly be 'last minute' until travel sites are optimised further? Here are the problems I faced.......

Is your organisation web-compatible?

“When it comes to the web, organizations are broken”, at least that is what Jonathan Kahn says in his A List Apart article and I have to say I agree with him. After all, you don’t have to look far to see there is a problem.

Most websites lack focus, let alone a consistent user experience or tone of voice. Social media rarely integrates well with the website and most organisations' mobile strategy consists of throwing some apps at the iOS app store.

Email is little better. In fact I am working with one charity client whose supporters may receive as many as 80 emails from them a month! This happens because there is no central control over emailing.

Just 13% of businesses implement personalisation on mobile

Personalisation is widely seen as vital to the success of online businesses, yet new research shows that companies are some way off delivering cross-channel personalised experiences.

The Econsultancy/Monetate Realities of Personalisation Report shows that while 43% of companies currently deliver a personalised experience on desktop this figure falls to just 14% on tablet and 13% on mobile.

For both devices more than half of respondents (54%) stated that they plan to adopt personalisation in the next 12 months, but this needs to be treated with caution as the road to hell is paved with good intentions.

It also means that around a third of businesses have no plans to implement the technology.

The Realities of Online Personalisation

94% of businesses say personalisation is critical to their success

The Realities of Online PersonalisationThe growing importance of delivering a personalised experience online is highlighted in a new Econsultancy and Monetate survey in which 94% of businesses stated that personalisation ‘is critical to current and future success.’

Furthermore, the research found that for two-thirds (66%) of client-side respondents, both improved business performance and customer experience are the main drivers for personalising the website experience.

The Realities of Online Personalisation is based on a survey of more than 1,100 digital and ecommerce professionals working for brands and agencies, carried out in February 2013.

Social data - the honey badger of personalisation

Social data is the honey badger of personalisation

Image of a honey badger - social data is the 'honey badger' of personalisation

It’s digital marketers’ ultimate prize: consumers fill up the internet with their ideas, preferences and interests. (This is the big, big data, people!)

Turn that into real-time offers on your website, and jackpot! Angels sing. All the web’s kittens dance. And you’re badder than honey badger overnight.  

 A whole host of technologies have emerged to make this happen. Marketers have no problem finding solutions to personalise their websites.

The core challenge remains: what’s the best way to do personalisation?

The power of phone numbers: eight benefits to Australian retailers

How many times have you been into a physical retail store wanting to purchase a product, but needed a question answered first?  

As soon as you begin looking for help, you find an employee who provides a response giving you the confidence to purchase. This is usually a great experience. 

But, what about the same scenario, only this time there are no employees around to help? 

49% of UK consumers think personalisation is important: stats

Almost half (49%) of UK consumers think personalisation is important, however there are conflicting views as to what actually constitutes a personalised service.

The Oracle report, which surveyed 538 UK adults, asked respondents what they define as good and bad service, with reference to both online and offline retail.

It also asked how respondents define personalisation, with 40% saying it meant receiving offers/discounts to their smartphone based on their preferences while not in-store, while just over a third (36%) said it meant receiving the same type of offers while in-store.

A further 29% said they thought it meant being able to access a single shopping basket across channels.

I have previously investigated which of the top UK retailers offer a single shopping basket across different channels and found that only Amazon, M&S and Tesco currently join up their mobile apps and desktop sites in this way.

Super Bowl advertising: can customer experience trump huge ad spending?

A quick look at revenue growth over three years shows that companies loved by their clients grew more than twice as fast as Super Bowl advertisers. 

The NFL has built one of the smartest businesses in broadcasting. In an otherwise fractured media landscape, its weekly games routinely top viewership ratings. CBS, NBC and Fox all carry its games – showing meaningful brands are more influential than the undifferentiated reach of networks.

But it’s the Super Bowl that is the NFL’s finale. In 1967, a thirty second ad in Super Bowl I sold for $40,000; today that same spot costs $3.7 million. 

Forbes points out that this growth record beats the S&P 500 (10.3% to 6.3%), and that it has been more consistent than the rise of stock prices over the same period.

83% of online shoppers need support to complete a purchase: stats

Online shoppers expect to receive assistance within five minutes, otherwise will either head elsewhere or abandon a purchase altogether. 

This stat comes from LivePerson's Connecting with Consumers report, which is based on a survey of more than 5,700 online consumers from the UK, USA, Australia, France, Germany and Italy. 

The report contains some interesting stats. Here are a few highlights... 

Three essentials of Android design DNA

For many years since its release, the Android OS has been behaving like a teenager in the grip of raging hormones. Growth has been nothing short of explosive and the changes have been sweeping and profound.

With the release of Ice-Cream Sandwich OS, the UI standards and design elements have changed dramatically and the platform has really matured and even stabilized somewhat.

Nevertheless, the OS has retained it’s rebellious hacker DNA with unique features that are authentically Android.