blogs.conchango.com

From user research and other customer insight I create the primary persona, Siobhan, a fictional portrait of a customer for a high street retailer I am currently working with.  As she slowly comes to life I create a vivid image of this fictional character . It isn't easy sourcing the right photo to reflect the age, gender, and ...

Steve Clayton sent this around a little earlier in his 'Friday Thing' - always a joy! If you haven't seen this viral video and TV advert put out by Transport for London, then click through now and do the test. Steve guaranteed that you would; A) Laugh a lot B) Send it to your friends I agree.. so do the test now! It's all about whether or ...

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 ...

A quickie to let you know that my MIX08 session has a time, date and place. The full Facebook event is here: http://www.facebook.com/event.php?eid=9215037357 - do go join up. It's always slightly encouraging, not to say scary, to see people who actually might turn up! Or for you FB resisters: March 6th, 4.15pm, Delfino 4005, The Venetian ...

Kelly, 28, is a Senior Account Manager for a PR Consultancy based in Central London. She has a two-bedroom apartment in St Johns Wood, moments from Lord's Cricket Ground. She is “too busy enjoying life” to settle down but when it comes to a good time she ....   OK, before the tech chaps get a bit hot under the collar I must point ...

Kelly, 28, is a Senior Account Manager for a PR Consultancy based in Central London. She has a two-bedroom apartment in St Johns Wood, moments from Lord's Cricket Ground. She is “too busy enjoying life” to settle down but when it comes to a good time she ....  OK, before the tech chaps get a bit hot under the collar I must ...

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 a message and we will try to get back to you within 48 hours’. Sounds strange! ...

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 model to an interaction model.  A few years back customers were ...

I saw a slogan on the side of a bus the other day: "Swap laptops for flip-flops" This is the latest in a long line of media and advertising that suggests that the computer is a part of our work lives, and that generally we should loathe it. Also that it is never part of our leisure lives; something we might actually enjoy ...