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Posts tagged with Ticketing

train ticket

Broken multichannel experiences: we’re all waiting for the fix

As a blogger, I have a responsibility not to get personal and not to write with righteous indignation.

However, I also have the pleasure of being able to write about experiences I have had that bear on digital marketing and ecommerce.

After my stag do this weekend, I lost my paper return train ticket from Devon to London and had to pay for a new one.

In my opinion this revealed a disjointed multichannel offering because lost paper tickets cannot be reissued, but mobile tickets effectively can be (by logging into an app on another mobile device).

So what can we learn?

Self help

Customer service: the move to ‘help yourself’

In this post I’ll be looking at the growing importance of self-service. I'll look at some brands that do it well, and some that don't, and offer advice as to what self-service entails.

Research recently carried out by Zendesk indicates that over 50% of customers want self-service and 67% prefer self-service to speaking to someone.

Combine this with the fact that self-service is cheaper than web chat, which itself is significantly cheaper than a running a call centre, and it's definitely a trend we'll see continue online.

1 comment

Will Passbook be Apple's key to cracking mobile commerce?

Apple's iPhone may be the smartphone, and the latest iteration of it, the iPhone 5, which was unveiled Wednesday, looks set to sell like hotcakes, even if some are disappointed that Apple hasn't done more.

But while Apple may not have made any bold strides this week with the iPhone 5 itself, one new application in iOS 6, Passbook, could represent an important step for Apple as it looks to taking its dominance in the smartphone arena and extending it to other mobile opportunities, such as commerce and advertising.