Q&A: Zappos' Jane Judd on customer loyalty
Zappos has built up a reputation for excellent customer service, and owes much of its success to this. The fact that 75% of its business comes from repeat customers provides convincing evidence of its importance.
I've been asking Jane Judd, who is the senio manager of Zappos' Customer Loyalty Team, and was one of the keynote speakers at the recent Internet Retailing conference, about the company's approach...
The NLA explains why it is going after the news aggregators
The Newspaper Licensing Agency (NLA) licenses companies to copy from national and regional newspapers and collects fees on their behalf.
I've been talking to the NLA's commercial director Andrew Hughes about the fees newspapers are asking web monitoring services such as NewsNow to pay in order to index and link to their content...
Q&A: Rob Colling on why online video needs subtitles
Launched earlier this year, internetsubtitling.com is a startup that, as the name suggests, provides captions and subtitles for online video.
The captions and subtitles, as shown in this example,
provide a potentially useful way to make online video more accessible.
I've been talking to founder Rob Colling about the company and
concept...
Q&A: Robin Terrell, MD of John Lewis Direct
John Lewis is one retailer which has been a success online over the last few years, experiencing consistent sales growth, and has often been used as an example of a usable website on this blog.
I've been asking John Lewis Direct MD Robin Terrell, one of the keynote speakers at the recent Internet Retailing conference, about the company's approach to e-commerce...
Q&A: Bill Fischer of TwitterJobSearch
TwitterJobSearch is a natural language search engine that reviews all of the tweets about jobs to identify which ones are offers of employment, and lists them on its site.
It was developed by Workdigital Ltd, a vertical search company that also founded both workhound.co.uk. I've been talking to co-founder Bill Fischer about TwitterJobSearch...
Q&A: Jon Asbury on Halfords's multichannel strategy
Thanks in part to a revamped website and the introduction of its Reserve and Collect service last year, Halfords.com has been enjoying strong growth, with online sales up 90% in the year to April 2009.
I've been asking Halford's Channel Development Manager Jon Asbury about the retailer's multichannel approach...
Q&A: Ed Stevenson of Marin Software on paid search
Ed Stevenson is the European MD of Marin Software, which provides paid search management technology for advertisers and agencies.
I've been talking to Ed, who is also a guest blogger for Econsultancy, about his predictions for the paid search market, and the impact of the Microsoft / Yahoo partnership...
Q&A: MediaEquals CEO Gary Goodman on plan to centralise media trading
Gary Goodman is the CEO and co-founder of MediaEquals, an online platform set up initially for trading offline media with plans for an online display channel by early 2010. Backers include Richard Eyre, the chairman of the IAB, John Farrell, the former president and CEO of Publicis Groupe SAMS Worldwide and Andrew Walmsley, the co-founder of i-level.
We interviewed Gary about the platforms’s ambitious plans and how his experience in offline and online marketing have informed the company’s approach.
He also explains why the marketplace is not a threat to existing online advertising exchanges.
Q&A: Tamara Littleton on online moderation
EModeration, launched in 2002, provides user generated content moderation for a number of clients in the US, from children's virtual worlds to ad campaigns that have a UGC element.
I've been talking to CEO and founder Tamara Littleton about her approach to the issue of online moderation, and the work she has been doing for advertisers...
Q&A: Peter Crawfurd and Michael Yang of ShirtsMyWay
ShirtsMyWay is a website, launched earlier this year, which allows shoppers to design their own shirts using an interactive model.
I've been asking co-founders Peter Crawfurd an Michael Yang about ShirtsMyWay...
Holiday shopping forecast 2009: a lot like 2008, with more coupons
The NLA explains why it is going after the news aggregators
Web 2.0
Graham Charlton
Strategy & Planning
