Online customers care about customer care – do you?
We have all walked away from a supplier because it has failed to provide the level of care we expect.
New research shows the growing importance of customer care and the role that the internet plays.
10 things Next.co.uk can do better online
No matter how successful an e-commerce site is, there are often ways in which a site can be improved to maintain its appeal to customers and maximise conversions.
We have looked at M&S, Amazon and Tesco already, now we take a look at Next to see what improvements could be made to their website...
Government websites criticised for lack of usability
A new study has been critical of the quality and accessibility of UK government websites.
The report (pdf), by the Public Accounts Committee, finds that the public sector has some work to do on the usability of its websites - which it says have barely improved since 2001.
Q&A: Nike's digital boss Chris Shimojima
Chris Shimojima was brought in to steer the online business of Nike in 2006 – a position in which he oversees the direct-to-consumer digital sales of Nike and its sister brands, such as Converse and Hurley.
He recently spoke at ChannelAdvisor’s Catalyst event about how the company was generating business online through its Nike+ community and Nike iD, its system that allows shoppers to create customised trainers online and in store.
After his speech, we asked Chris a few questions about Nike’s e-commerce strategy, internal structure and future social media plans. And why its website is 100% Flash.
How can you help promote RSS Awareness Day?
The number of people using the web is increasing every day, but the adoption rate of RSS as a technology is still way down at 5%.
Amex woes highlight common PDF accessibility problem
Recent reported accessibility problems with American Express' web statements exemplify a common challenge for financial service websites and those reliant on PDFs.
TameBay's Chris Dawson on eBay UK
Chris Dawson is the co-founder of eBay-related blog TameBay and a consultant on how to sell via online marketplaces.
We asked him a few things about how eBay is developing as an e-commerce channel for businesses in the UK.
Q&A: icrossing's Nilhan Jayasinghe on Google penalties
A number of well known UK brands have been penalised recently by Google for boosting their rankings through paid links and reviews.
This happened to Moneysupermarket.com last year, more recently to Gocompare, and just last week Kwik-Fit's car insurance offering was relegated from page 2 to the relative obscurity of page 5 of the search engine.
Swatch's Valentine competition isn't too Flash
Using print advertising to drive traffic to online properties is a great example of integrated marketing.
Except when the consumers can't access the site.
Has the tipping point arrived for the mobile web? Are you ready?
Commentators have been predicting the explosion of the mobile web for years now, but a couple of factors suggest that this year they may be right.
Social media: the best and worst of 2009
Email marketing: six steps to improving customer engagement in 2010
Web 2.0
Graham Charlton
Strategy & Planning
