Paul Rouke

About Paul Rouke

Airbnb: How its customer experience is revolutionising the travel industry

Airbnb started in 2008 and got its name when its three founders rented out air mattresses on the floor of their San Francisco apartment during a conference.  

Since then, the company has come a long way.

It’s been disrupting the travel industry by understanding, and moving with, shifts in consumer behaviour.

Why ASOS is still leading the online retailing pack

I have been a long-time admirer of the ASOS user experience.

For over six years I have been using examples from throughout the site’s end-to-end experience in training and presentations.

Dare I say ASOS is the epitome of “ecommerce best practice”?

Five digital realities every CEO & MD must face in 2016

Times are changing. The C-Suite has to acknowledge that savvier investment needs to be made to ensure the online experience is a knockout.

There are some things in life that can’t be changed. You can’t change your blood relations but that doesn’t mean you’re stuck with them.

AO.com: The best ecommerce experience available online?

In previous articles I have discussed my admiration for the online experiences offered by the likes of ASOSBooking.com and (yes, honestly) Lingscars.com.

Now it is time to add another online experience to the pantheon of greats; the phenomenal ecommerce experience that is AO.com (formerly Appliances Online).

My opinion is that AO.com is among the most customer-centric retailers I have had the pleasure of knowing in more than 15 years working in the ecommerce industry.