{{ searchResult.published_at | date:'d MMMM yyyy' }}

Loading ...
Loading ...

Enter a search term such as “mobile analytics” or browse our content using the filters above.

No_results

That’s not only a poor Scrabble score but we also couldn’t find any results matching “”.
Check your spelling or try broadening your search.

Logo_distressed

Sorry about this, there is a problem with our search at the moment.
Please try again later.

Posts in Customer Experience

Q&A: Kieron Smith of BookRabbit.com

BookRabbit is a recently launched website which combines book retailing with some very useful social network features. Users can upload their bookshelves and compare these with other users.

We recently talked to MD Kieron Smith, who has previously managed e-commerce operations at both Waterstones and Game Group....

1 comment

How to reduce shopping cart abandonment

A recent survey says the rate of shopping cart abandonment for US online retailers has increased slightly year on year, reaching 59.4% in Q1 2008.

So why do customers abandon their shopping carts and what can be done about it?

3 comments

Site review: Gap.com revamp

Last week, Gap revamped its e-commerce site, bringing together all four of its brands onto one property with a single checkout function. We've taken a look to see how it measures up.

Gap.com

1 comment

Mahalo uses GTA 4 content to boost its traffic

Grand Theft Auto IV was released recently and, predictably, there has been a spike in the number of searches related to the game.

Jason Calacanis' human edited search engine Mahalo is ranking well on Google for a number of terms related to the GTA IV, having designed a comprehensive guide to the game. It proves that a curated approach to the web can pay dividends, in Google terms...

0 comments

E-commerce delivery options - five key tips

Delivery charges and options are important factors in many customers' decisions to buy online. If delivery costs are too high, or flexible options are unavailable, then people may look elsewhere.

Here are a few tips for retailers to make their delivery charges and options more attractive to customers...

1 comment

10 things Currys can do better online

Currys has been in the news recently with DSG International announcing the closure of 77 UK stores, a reflection of the ongoing shift in consumer buying trends as more shoppers buy electronics products via the internet.

With this in mind, the Currys website will become even more important as a revenue channel. We have taken a good look at it to see how it fares and what improvements - if any - could be made...

Currys  

3 comments

Site review: Borders.com revamp

Bookseller Borders has launched a revamped version of its US site, with a new UK version to follow soon.

We've taken a look  to see how it measures up from a user experience perspective...

Borders.com

20 comments

Daily Mail officially launches slow website

The new revamped and rebranded Mail Online website came out of beta this week, with a number of improvements to the previous version.

There is one major problem though; browsing through the site and loading pages can be a painfully slow process.

Mail Online

2 comments

Online customers care about customer care – do you?

We have all walked away from a supplier because it has failed to provide the level of care we expect.

New research shows the growing importance of customer care and the role that the internet plays.

2 comments

Site review: BookRabbit - Last.fm for readers?

BookRabbit, launched last week, is a new website which aims to do for books what Last.fm has done for music on the web.

BookRabbit

2 comments

Of Mice and HIPPOS

I’ve been talking to clients a lot recently about the problem of heavy mice on websites, i.e., the lack of incentives - or cheese trails if you’ll let me extend the metaphor – to motivate customers to click through to the next page and the next page after that.

Something as simple as telling them what they might find on the next page will help click-through tremendously and we all know that increased click-through ultimately means higher conversion and revenue.

0 comments

Do standards equal service?

The British Standards Institute (BSI) has just launched a standard addressing customer satisfaction, quoting research it commissioned to support the launch suggesting that the great British public is less than happy with much of the service they receive. 

But will a new standard help?

1 comment