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Posts in Customer Experience

Optimising e-tail for all sorts

Whether you are a new entrant to e-tail or an old hand with large sales volumes, the right content optimisation strategy is vital in order to effectively leverage multivariate testing tools within your organisation.

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How can you help promote RSS Awareness Day?

The number of people using the web is increasing every day, but the adoption rate of RSS as a technology is still way down at 5%.

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Email unsubscribing: a worst practice example

Email users are more than ready to hit the 'report spam' button for emails they no longer wish to receive, spam or not, so making the unsubscribe process quick and easy is essential.

Still, some email marketers have yet to take this on board if the following example from Real Networks is anything to go by.

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Twingly - a 'spam-free' blog search engine

Twingly is a new, European blog search engine which has just launched in beta. It aims to beat its rivals by providing "spam-free" results.

Twingly blog search

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Are you coping with Universal Search?

Google has evolved its search results to include images, news, recent blog posts, videos and related links.

Let's build a quick to-do list to spruce up your site for Universal Search.

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What drives your strategy for web design?

I read an interesting article on usability and user experience posted recently on this site by Tom Stewart, the Chair of the sub-committee of the International Standards Organisation (ISO), which is responsible for the revision of ISO 13407, the international standard for Human Centred Design.

We are in the process of redesigning our site for a new platform being developed for release later this year, and the aforementioned article got me thinking about the planning for the design of a website.

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Amex woes highlight common PDF accessibility problem

Recent reported accessibility problems with American Express' web statements exemplify a common challenge for financial service websites and those reliant on PDFs.

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10 things M&S can do better online

Marks & Spencer revamped its website last year, and enjoyed a successful Christmas online, increasing its web sales by 78% in the 13 weeks to the end of December.

The M&S website scored badly in a usability study last year though, so there may still be room for improvement to the user experience.
 

We've identified 10 areas of the site that M&S may want to take a look at...

M&S homepage

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Siemens ranked as top corporate website

German firm Siemens has the best corporate website, while eight of the top ten websites are those of European firms, according to a study of 75 top company sites.

The FT Bowen Craggs Index looked at the effectiveness of corporate websites, and finds that more of these firms are now taking their web presence more seriously.

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How to handle out of stock items

One guaranteed way to disappoint your customers online is to have them search and decide on the product they want to buy from your website, only to find that it is out of stock.

Visitors who find that an item is unavailable to buy are likely to form a bad impression of a retailer, and seek to buy the item from a competitor, so what is the best way to handle this problem?

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Usability or user experience - what's the difference ?

The study of the relationship between people and technology has been called a variety of names over the years - from computer ergonomics, human computer interaction and usability to, more recently, human-centred design and user experience.

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Modernista - ad agency 2.0 or BS 2.0?

The recent relaunch of an ad agency website has attracted quite a bit of attention.

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