blogs.conchango.com

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• Managing the Total Customer Experience

  Empire Direct demonstrate how a solid online experience can be undermined by failure to address the total customer experience. Customers may come but get the experience wrong and they won’t come back. As part of my customer service frustration therapy Read More... Posted 04 September 2008 10:11 by Richard.Wand | 1 Comments Filed under: customer experience, user centred design, user experience, customer service, retail, ecommerce, checkout process

• 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

• 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

• Building customer trust should be taken seriously

  A web site I once worked on has recently received a trust overhaul and is now lit up like a Christmas tree with all manner of sparkling trust-builders. Whilst the client must be applauded for their endeavour to reassure their customers and engender trust Read More... Posted 06 March 2008 22:17 by Richard.Wand | 0 Comments Filed under: customer experience, user centred design, user experience, customer service, retail, 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

• that Warm Fuzzy Feeling

  Total Customer Experience covers the entire end-to-end experience and not just user interface design. A retailer who understands that every single touch point is an opportunity to strengthen or weaken their customer relationship advances from a transactional Read More... Posted 04 February 2008 21:26 by Richard.Wand | 0 Comments Filed under: user centred design, user experience, customer service, interactive media, user research, humanised

• Total Customer Experience

  As more sites offer the same products and services, the Customer Experience becomes the key differentiator. At a recent team strategy meeting there was considerable discussion around client perceptions of the role of our Customer Experience Consultants. Read More... Posted 11 April 2007 12:55 by Richard.Wand | 0 Comments Filed under: customer experience, user experience, customer service, interactive media

• Bolster Customer Confidence

  According to a new report by the Get Safe Online Campaign, one in ten online shoppers has been the victim of online fraud, each losing an average of £875. Read the full report at http://www.getsafeonline.org/ We live in a shredding culture where Read More... Posted 28 March 2007 21:04 by Richard.Wand | 0 Comments Filed under: customer experience, user centred design, user experience, customer service, retail, interactive media, usability

• 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

• Locating the Search Box

  In a recent Design Review a client remarked that Search functionality should be positioned on the right hand side. Their reasoning is that this is what other ecommerce sites do. Search will succeed on either side providing the page is well-designed , Read More... Posted 26 March 2007 12:45 by Richard.Wand | 1 Comments Filed under: usability, customer experience, user centred design, user experience, customer service, retail, interactive media, eye tracking

• 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

• Buy Cheap, Pay Later

  We’re all familiar with Buy Now Pay Later , but what about Buy Cheap Pay Later ? The ugly side of the web is that online retailers can set up shop using virtual smokescreens to disguise the true amateurism of their operations, something a bricks and mortar Read More... Posted 21 May 2006 10:21 by Richard.Wand | 0 Comments Filed under: customer experience, user centred design, user experience, customer service, retail