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Posts in Customer Experience

What's wrong with E!Online's grasping ad strategy?

Here’s a very quick example of what can happen when you stop caring about your users, or, become overly-influenced by your ad sales department.

The culprit here is E! Online, the entertainment site that is one of the top 1,500 most popular websites according to Alexa.

Take a look at this beautiful screenshot:

E! Online plays 'spot the story'

So then, you visited to read a story but are now faced with a terrifying dilemma, and one that has nothing to do with the reason you visited.

The dilemma is this: Which advertisement should you click?


eBay partners with Firefox for enhanced visibility

eBay has partnered with the Mozilla Foundation to offer a new browser extension that could bring retailers more traffic.

The Firefox Companion for eBay entered an alpha test phase, inviting help from "experienced eBay users".


Airline launches women-only site

In a move designed to woo more female flyers, American Airlines has launched a new website section for women only.

Women Travelers Connected offers tips on safety, information from fellow travellers and advice on saving travel time.


Feature filtering - what is it and why do you need it?

Providing effective feature filtering - allowing users to narrow search results and / or navigate through a website by selecting multiple product features - can make a big difference to customer experience.

Many people will only use the search option on an e-commerce site as a last resort, and most prefer to navigate through a site using links, because this requires less mental effort.


See how users browse your site with TapeFailure

TapeFailure is a new analytics tool which tracks visitor behaviour on your site, then allows you to watch their browsing in a video format.

TapeFailure is currently is beta, and, though it doesn't collect all the data that other web analytics software does, the video option provides an insight into what users actually do on your site.


Siemens tops big firm website league

Bowen Craggs has published a study on how the 60 biggest corporations' sites rank in terms of serving the media, customers and investors.

The FT Bowen Craggs Index studied 20 corporate websites from Europe, 20 from the US, and 20 from the rest of the world. Of the top ten websites, eight were from Europe, and two from the US.


All in one search engine launches in the UK

WebFetch is a search engine which claims to give its users the 'best search results available on the web' by combining search results from the major search engines.

WebFetch's search results can be displayed by relevance or by search engine, though you need to scroll down the page for organic results if you display Google and Yahoo results.


M&S launches new Amazon-powered website

Marks and Spencer has revamped its online retail site with a little help from Amazon, hoping that its new multichannel approach to retailing will increase its online sales.

At the launch of its interim results for 2006/2007, M&S chief executive Stuart Rose said that the company intends to double its online sales from £100m in a short period of time.


DIY: How to marry your marketing and tech teams

How can you get the marketing team back in control of the business done on the website? And do marketing teams and tech teams have to act like its the battle of the sexes? Not if both sides can share the DIY...


Site redesign tips from Jakob Nielsen

Jakob Nielsen's latest article looks at site redesign tips which will lead to increased sales and improved customer loyalty.

Nielsen has 10 redesign recommendations that are the most likely to increase return on investment for your website, most of which should be relatively simple to implement.


Why online PR and SEO go hand in hand

Once you’ve optimised your website copy, you’ll find that the most important part of optimisation happens off the page – where links from external sites back to yours play a vital role in telling Google and other search engines how important your site really is.


Interview: Persuasion guru BJ Fogg

BJ Fogg directs research and design at Stanford University's Persuasive Technology Lab , and is pretty much The Don of captology - the study of how computers can be used to influence people's behaviour.

We asked him a few questions about how internet marketers could be using persuasion techniques more effectively, as well as some of the more scary implications for individual web users.