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• Probing your Customer Service Proposition

  The report on the top 50 UK retailers customer services proposition is still in progress. By progress I mean that all the criteria for evaluating their proposition has been recorded and I now need to review the findings to make some sense of it. In the Read More... Posted 03 July 2008 18:01 by Richard.Wand | 0 Comments Filed under: customer experience, user centred design, user experience, customer service, retail, interactive media, usability, ecommerce, flickr, trust, conchango

• Where is the goddamned phone number?

  I walked in to an electrical store this weekend to purchase a Cambridge Audio Azur Receiver but couldn’t find what I was looking for. There were no sales staff around whatsoever to ask whether they had the item in stock, although a sign read ‘leave us Read More... Posted 11 February 2008 21:00 by Richard.Wand | 3 Comments Filed under: customer experience, user centred design, user experience, customer service, retail, conversion rate, usability, ecommerce, user research

• Not everyone needs to be an innovator

  Am I one of the rare breed of eBay virgins who has resisted the allure of this auction site for over a decade? If so, the clan is one man less as I was deflowered this weekend after years of resistance. I finally succumbed to the charm of eBay as a seller Read More... Posted 31 January 2008 07:03 by Richard.Wand | 0 Comments Filed under: customer experience, user experience, retail, web 2.0, usability, ecommerce