blogs.conchango.com

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• customer experience
• ecommerce
• interactive media
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• trust
• usability
• user centred design
• user research

• 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

• 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

• 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

• Why can’t you deliver on Thursday?

  It’s been several months since I ranted about Customer Service. Does my silence mean that I’ve seen improvements in Customer Service levels? Far from it – in fact I’ve experienced a masterclass in customer dis-service but I’ll Read More... Posted 12 October 2006 09:06 by Richard.Wand | 1 Comments Filed under: customer experience, user experience, customer service, retail, conversion rate