Geoff Galat

The truth about the ‘death’ of the high street

The ‘future of the high street’ debate found its way back into the spotlight again recently with the opening of Europe’s largest shopping centre at the site of London’s Olympic stadium.

Last month, Stratford’s Westfield shopping centre, a £1.45bn hulk of glass, steel and concrete, covering 1.9m square feet and home to 300 shops, 70 restaurants, a 14 screen cinema, bowling alley, casino and three hotels, opened its doors to 160,000 eager shoppers.

by Geoff Galat 05 October 2011 10:37am 4 comments

To app or not to app? Why it’s all about the customer

There has been some interesting debate on Econsultancy recently looking at the pros and cons of mobile apps and mobile websites.

For me, the most interesting discussion point is not the technical merits of both, but the importance of customer experience in defining mobile strategy.

by Geoff Galat 25 August 2011 10:02am 4 comments

What do customers experience online? It pays to find out

Perhaps ignorance is bliss, but it’s certainly not in the recipe for commercial success. To eliminate the things that cause their customers to struggle online, organisations must first gain insight into the experience they provide.

They must identify the site issues that are most impactful to their bottom lines and remedy them quickly to minimise the number of customers affected by the problems.

by Geoff Galat 19 July 2011 10:03am 5 comments

92:1: marketing’s dirty little statistic

If you were to ask digital marketers how effective their marketing budget is at delivering results, they’d probably share some great statistics about metrics, return on investment and customer engagement.

The fact is that while few will admit it, not many companies are getting maximum return on investment for their digital marketing efforts.

by Geoff Galat 15 June 2011 14:03pm 8 comments

Understanding and tackling consumers’ high expectations of mobile

UK consumers are incredibly web savvy these days. After 15 years of e-commerce, there is zero tolerance for sites that don’t deliver a near perfect experience and, with competitors a click away, ebusinesses have never had to work so hard to keep our custom.

But this intolerance has built up over a number of years; it wasn’t like this in the early years of the internet.

by Geoff Galat 17 May 2011 10:24am 4 comments

Writing error messages for human beings

As a company, we aim to give online businesses greater visibility into what their customers actually see and experience online.

And time and time again we see companies shocked by the fact that, often, their websites just aren’t designed with their customer in mind!

by Geoff Galat 11 April 2011 10:39am 12 comments

Etailers! Focus now on customer experience for Christmas 2011

When it comes to Christmas shopping, there really is no time to rest for retailers. Christmas 2010 might be done and dusted, but now is the time to sit down, look at what went well, what didn’t, and fine tune strategies for 2011.

E-commerce figures for Christmas 2010 are heartening for the beleaguered retail sector. Tealeaf research found 44% of UK shoppers increased the amount of online shopping they did this Christmas.

by Geoff Galat 02 February 2011 10:57am 1 comment

Is it the web or brands themselves that are eroding brand loyalty?

Last month we released research, covered on Econsultancy, which found that 90% of British consumers use a different travel provider every time they book a holiday, and that only 12% of respondents said they book with the same operator every time.

The results show that when it comes to booking holidays online, British consumers have little or no loyalty to travel operators. Is this diminishing brand loyalty just a natural result of a more open web or is it because brands are less adept at building relationships with web savvy visitors?

by Geoff Galat 22 December 2010 11:10am 4 comments

The three secrets to web optimisation: people, process and technology

At a recent customer in London our keynote speaker Eric Peterson spoke about the importance of ‘people, process and technology’ when it comes to web analytics and optimisation.

by Geoff Galat 22 November 2010 16:03pm 5 comments