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Posts in Customer Experience

Tips on improving customer experience

Online retailers still have much to learn about customer experience, and are missing conversion opportunities by not producing more usable websites.

This is the verdict of FutureNow's 2007 Customer Experience Study, which looked at over 300 US e-commerce sites, and grading them on 69 customer experience factors.

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NewsNow revamps website, jury remains out

News aggregation site NewsNow is undergoing a redesign at the moment, with a beta version now available for use.

We caught up with NewsNow CEO Struan Bartlett to talk about the changes.

Newsnow

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Firms' email response times 'getting worse'

Major UK firms take an average of 46 hours to respond to customers' emails, according to a new study that shows pretty mixed levels of customer service online.

What's more, that's 13 hours more than the average last year.   

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Technorati relaunches website (again)

Serial relauncher Technorati has revamped its website yet again, adding a blog/news aggregator to the homepage.

Technorati homepage

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Top 10 most common e-commerce mistakes

While there are many excellent e-commerce sites around, many online retailers are still making some schoolboy errors on their websites which can have a negative effect on sales and customer satisfaction levels.

Customers want a smooth experience when visiting a website, and if they encounter errors, or are frustrated by usability problems, then many will abandon their purchases and shop elsewhere.

What then, are the common mistakes made by e-commerce companies?

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Mobile takes the web back to the 90s

With mobile phone penetration significantly higher than PC ownership, why has mobile internet yet still to take off?

While many predict that mobile internet is set to explode, could its simplicity also be its biggest failing?

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Web analytics play central role in customer engagement

Web analytics and measurement are playing an increasingly pivotal role as marketers strive to deliver the best possible customer experience, according to two pieces of research published by E-consultancy this month.

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Many online purchases disappoint shoppers - survey

Nearly half of online shoppers in the UK have apparently purchased an item online but faced disappointment once it has been delivered.

The figure comes from a survey of over 2,000 consumers by vzaar.com, which provides video technology to sellers on eBay.

It, not surprisingly, says the research highlights the role good quality videos and images can play in boosting online sales.

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Financial sites accused of misleading customers

Twenty five per cent of financial firms' websites present product information in an unclear or misleading way, according to a review by the Financial Services Authority (FSA).

The study found that several sites were difficult to navigate and often failed to display key information.

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Email marketing: Keep it simple...

How did a reputable family of brands (whose products I enjoy a little too much) annoy me into hitting the SPAM button?

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Is the blog sidebar dead?

Thord Daniel Hedengren has written a series of posts that argue blog sidebars are being rendered useless by widget clutter.

He takes a look at things bloggers should and should not be doing with this valuable but often "wasted" inventory.

Here are Thord's tips...

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Website-less AIM firms face punishment

Several AIM-listed companies reportedly face sanction because they haven't yet developed an adequate web presence.

According to The Business, firms listed on the junior exchange were given a deadline to set up a basic website containing information on board meetings, results etc.

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