Posts tagged with Phone

Trouble: Manic Frustration album image via Def American.

Multichannel UX: A lesson in frustration from EE

In the recent past we’ve heard plenty about the importance of 'creating a consistent customer experience across multiple channels'. 

While that phrase is horrendously buzz-wordy, it’s still undeniably important.

Multiscreen, multi-device customers check and compare prices in store, buy online and talk about their purchases via social media, so making sure each touchpoint effectively serves the user is essential. 

But... what happens if a customer only wants to use one channel? 

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Email marketing boosts sales across channels: report

When retailers send out emails to their mailing lists, they might hope to see a jump in online sales. But according to a study conducted by Lightspeed Research on behalf of email marketer e-Dialog, they should also be looking for a jump offline.

That's because the study found that nearly 60% of consumers who receive a marketing email are more likely to make an in-store purchase. The even better news: only a small number of consumers indicated that they'd be less likely to make an in-store purchase because of a marketing email.

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Customer care in online retail: are email and the phone overrated?

If you're an online retailer, offering email customer care is a best practice that few ignore. And many, myself included, believe that providing customer care by phone is very desirable. Anecdotally, I have a good friend who runs an e-commerce website and he claims that his orders dropped significantly when he (temporarily) stopped taking orders and providing assistance by phone.

But be that as it may, a new study conducted by Loudhouse Research for CRM provider RightNow Technologies suggests that when it comes to customer care in online retail leading up to a purchase, both email and phone are overrated.

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