blogs.conchango.com

The checkout process is always the prime suspect in the case of the retailer vs. high abandonment rates.   A high abandonment rate is an unecessary evil.  For many etailers the percentage of people that add an item to their basket but drop out before completing the purchase sits somewhere between 50 and 70 percent. In simple ...

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 meantime as a light aperitif here's a preamble around the all-important Customer ...

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. In Future Now's 2007 Retail Customer Experience Survey, they recommend ...

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. After a much-needed caffeine injection and over-indulgence in fresh croissants I ...

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 in their online store, simply littering their web site with a generous dollop of ...

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 population opened up beyond researchers and academics as the Internet became available ...