greg randall

Greg Randall

About Greg Randall

Greg Randall is managing director of Comma Consulting. He is a senior digital strategist whose specialty is fixing underperforming digital/ecommerce channels.

Cart abandonment emails: Creating content that maximises conversions

Though cart abandonment emails continue to be a hot topic, more focus needs to be placed on how marketers can build more impactful emails to prompt the right consumer actions. 

Simply activating an automated email with some lines of copy and a link back to a site is not an enough to lure consumers away from their busy lives and complete an action a retailer wants him/her to take.  

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How hearing ‘Hoofbeats’ can help with customer experience design

When you hear hoofbeats, the old medical saying suggests you think ‘horses not zebras’.    

Medically, this means doctors analyse symptoms and first check for common ailments not rare conditions. However, their approach shifts based on the context of the patient and is why they undertake a fact-finding mission to learn more. 

A patient suffering flu symptoms who has returned from Africa will be treated differently from someone who remained local and is suffering flu symptoms during winter.   

So how does this relate to customer experience design?