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• Someone to talk to – pt I

  Momentum is building for self-service technologies in the real world. Consumers are adopting these self-service interactions and interacting less with in-store customer services. Online it's a different story as online shoppers want someone to talk to. Read More... Posted 23 June 2008 22:41 by Richard.Wand | 4 Comments Filed under: customer experience, user centred design, user experience, customer service, retail, conversion rate, interactive media, ecommerce, trust

• Conchango’s motley crew take on Retail Week 2008

  Today is day 1 of the Retail Week Conference 2008. I arrived in time for the breakfast briefing, sporting a Conchango t-shirt. My trim figure barely made a dent in the XL Conchango t-shirt leaving plenty of room for a couple of colleagues to squeeze in. Read More... Posted 12 March 2008 12:42 by Richard.Wand | 2 Comments Filed under: customer experience, user centred design, user experience, retail, conversion rate, interactive media, ecommerce, conchango, retail week

• Customers patience is running out with retailers who don't walk the walk

  There is debate as to who coined the phrase buzzword bingo but Scott Adams undoubtedly took the game global in 1994 when Dilbert was given a buzzword bingo card on his way to a meeting with his boss. The same year that this cartoon was created, the Internet Read More... Posted 25 February 2008 20:54 by Richard.Wand | 0 Comments Filed under: customer experience, user experience, retail, conversion rate, interactive media, ecommerce

• Recommendations for rejuvenating flagging conversion rates

  Poor online experiences impact conversion rates. The conversion rate is a measure of the number of visitors who make a purchase directly as a percentage of total visitors. Clients generally regard this as the most important measurable metric so a common Read More... Posted 27 March 2007 21:27 by Richard.Wand | 0 Comments Filed under: customer experience, user centred design, user experience, customer service, retail, conversion rate, interactive media, usability