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 ...

Users live in the digital world, customers in the digital and physical. But acustomer is always a customer and only a user when they interact with a system. Even the word 'system' harks back to technology in its infancy, as consumers interact with more and more technology can we as a company finally put the term User to bed? And instead always ...

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 ...

(Quote from Richard Hamming an American Mathematician and the founder and president of the Association for Computing Machinery) As an Experience Planner at Conchango an important part of my job is gathering insight, adding value to business by finding what has escaped the sight of others. Insight is a favourite word of mine and one that is often ...

Following my recent post prior to T5 launch, it was interesting to see how the other airlines reacted to the chaos and disruption at BA, seizing the opportunity into a marketeer's dream to emphasise that not only is the airline and levels of service are key differentiators, but also the terminal from where they fly to, encapsulating the whole idea ...

  My good pal Steve Clayton posted tonight about my session at MIX and referenced an audience member, who was indeed from Otto, the company who own the Oli brand. Yes, he said that the LookBook functionality we invented and then built for them has double the conversion rate from a standard non-LookBook user on the website. And I agree with ...

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 ...