A test: Is your company paying lip service to customer experience?

From reading the business press it would be fair to assume that customer experience is high on the agenda of many business executives. 

But is that really the case or are too many senior managers just talking the talk and not walking the walk? Is your company one of those that is just paying lip service? 

Read on to see if your company passes this tongue in cheek test.


WAA president Richard Foley on the skills shortage

Last month, the Web Analytics Association (WAA) released a global survey showing that seven in ten companies were planning to increase their spending on web analytics this year.

We asked WAA president Richard Foley a few questions about where that cash is likely to go at a time when companies are struggling to recruit experienced analytics staff.

1 comment

BBC launches new Web 2.0 homepage

The BBC today launched the new drag and drop-tastic version of its homepage, packed with Web 2.0 features and the ability to customise content.

New BBC homepage


Why SEO is expensive

Last week I was discussing SEO with a small business owner who thought that the £60 a month he paid for optimising his website was expensive.

When I explained that a lot of companies (mine included) charge £500 - £1000 per day for consulting he came to the conclusion that his £60 per month was quite reasonable.

The issue is that some businesses still don't regard internet marketing as a professional activity in the same way as financial or legal advice.


Google loses clicks, Microsoft adds engagement

The week is already off to an interesting start for the online advertising industry.

According to a report issued Monday by the Interactive Advertising Bureau and PricewaterhouseCoopers, internet advertising revenues hit an estimated $21.1bn in the United States last year.

And according to a study published by research firm The Kelsey Group, global internet advertising revenues in 2007 were $45bn. Both represent notable increases from 2006 figures.


Common but pointless SEO tactics

While sorting through some comment spam today I found that one UK printing company had been dropping spam comments on my blog.

This sort of behaviour always strikes me as strange because surely any SEO company knows that links from blog comments are worthless?


How to plug leaks in your shopping basket

Stats suggest that the average abandonment rate for shopping carts is around 60% and that 12% of these customers bail out before reaching the checkout stage.

Many customers may have simply added items to their shopping basket for comparison purposes, which is something etailers cannot control, but others may well be abandoning them due to problems which can easily be fixed.

Here are ten tips on how make the process as easy as possible for customers:


UGC may be hard work, but it's worth it

A recent study has shown that a lot of traditional publishing companies have struggled to implement and make the most of user-generated content (UGC), with costs and efficiency listed as the main reasons.

But those that worry that enough people aren't submitting UGC may be missing out on the much larger numbers who interact with it.

1 comment

Second-tier social networks feel the pain too

When the mainstream media and bloggers start to question if Facebook, Silicon Valley’s most loved social network, is on the decline, it shouldn’t come as a surprise that second-tier social networks are visibly hurting too.


“Don’t pollute the river”, affiliates told

Jason Calacanis delivered a typically candid keynote address at the Affiliate Summit in Las Vegas today, during which he urged affiliates to “stop polluting the river”.


Do you make Google look good?

Trying to improve the rankings of a site that offers very little value to its visitors is a short term strategy that is likely to come unstuck the first time Google carries out a manual review of the site.


Click fraud on the rise?

It's the problem that Google insists isn't a problem and a topic that many online advertisers would prefer to ignore, but click fraud is potentially the biggest threat to the cost-per-click (CPC) advertising market.