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 ...

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 ...

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 ...

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 we are continuously being warned of online fraud and ...

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 question I get asked is what are my top recommendations for rejuvenating flagging ...