Posts in Customer Experience

MealPal review: Are Londoners hungry for a lunch subscription service?

Lunch time in London usually involves paying £8 for the privilege of a soggy wrap. If you manage to avoid the temptation of a Boots meal deal, that is.

MealPal is a new service that’s aiming to make lunch times both more enjoyable and affordable. 

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Six ways Aldo’s new mobile site streamlines the shopping experience

Aldo is a footwear retailer with a heavy presence in shopping centres and high streets, but while in-store revenue climbed 5% in 2016, online revenue increased by 15%.

With clear demand from online consumers, Aldo decided it was time to freshen up its digital presence, recently redesigning its online and mobile website as well as launching ecommerce in 10 additional countries.

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How airline brands are improving customer experience in-flight

Cramped seats and stale peanuts used to be the hallmark of most airlines. 

Today, the state of air travel isn’t quite so depressing – even if some budget airlines stand by their dedication to no-frills ‘efficiency’. 

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economist experiential marketing

Five essential mobile moments and how brands can take part in them

In a recent Econsultancy survey, we asked marketers whether they work to engineer mobile moments which reflect well on their brand.  

But what are 'mobile moments'?  And what can brands do to be a part of them?

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brain

What is a customer mental model?

What is a customer mental model?

Simply put, a mental model is what the user believes about a particular system. This system doesn't have to be a digital product or service, it could be anything from a supermarket store to the entire end-to-end journey of buying a car.

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Three ways marketers improve customer experience from within

Improving customer experience requires as much attention to how things work inside the company as how customers are interacting with the brand.

What internal initiatives do marketers feel are essential for improving customer experience from within the company?

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farfetch

What Farfetch's 'Store of the Future' tech says about the state of luxury retail

Do you ever find yourself in desperate need of designer clobber? If so, Farfetch recently a solution for the ultimate #firstworldproblem – a super-fast delivery service for luxury fashion.

Launching in partnership with Gucci, F90 promises to hand-deliver Gucci clothes and accessories within 90 minutes, all thanks to a team of dedicated couriers. 

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Why brands should be bothered about (voice)bots

Let me start off with a disclaimer. 

I am not a voice technology expert, conversational designer or even adept in the area of Alexa skills. This piece is written from a marketing perspective and will I hope, have relevance for marketeers wanting to know more about opportunities in this area.

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dark pattern

13 examples of dark patterns in ecommerce checkouts

Dark patterns are deceptive parts of a digital user interface, designed to trick the user into making a decision that benefits the business involved.

Darkpatterns.org is a terrific website conceived by Harry Brignull as part of a campaign to raise awareness of dark patterns. The site includes a roundup of the most common categories of dark patterns, as well as a hall of shame with examples submitted by the UX community.

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Why can't marketers understand the customer journey?

'Why?' questions are always difficult to answer, but the current state of customer experience is puzzling.

Almost every survey of marketers indicates that improving the customer experience is at the top of the priorities list, yet marketers often lament at their inability to make the changes necessary to do so.

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Could established financial services firms lose a quarter of their revenue to fintechs?

Upstart fintech companies are disrupting established financial services players, namely large banks, but just how serious a threat are these upstarts to firms that collectively control trillions of dollars of capital?

According to a new study conducted by PricewaterhouseCoopers, which polled more than 1,300 executives, established financial services firms could lose nearly a quarter (24%) of their revenue to fintechs in the next three to five years.

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dinosaurs

The UX that time forgot: Online travel agents must step up

I recently booked a flight through eDreams (after searching on Skyscanner) and one small part of the booking UX jumped out at me as an artefact from the past, typical of a time when online customer experiences prioritised short-term revenue at the expense of brand and usability.

However far online travel agents (OTAs) have come, I'd argue there are still too many examples of UX that sails close to the wind.

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