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Posts in Customer Experience

Garnier Nutrisse offers live chat for product advice: Is it any good?

Garnier Nutrisse is a brand that heavily relies on celebrity-driven advertising, so I was interested to see its latest ad include a promotion for a new online-chat feature.

Nutrisse does not sell direct-to-consumers, but it does include product links to affiliate retailers on its own site.

So with 31% of shoppers saying they would be more likely to make a purchase as a result of live chat, it is undoubtedly a way to drive sales as well as increase customer satisfaction.

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Which restaurants deliver the best mobile web UX?

I recently wrote about restaurants with a drool-worthy desktop presence.

But when it comes to browsing on the go, which ones are winning on mobile?

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back me up

Six 'millennial UX' lessons from insurance brand Back Me Up

Back Me Up is an insurance company and app for 17-49 year olds.

The service is a masterpiece of marketing and design for younger customers.

Here's why...

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Five tips for creating a successful FAQ page

An FAQ page is often one of the most neglected and uninspiring parts of a brand website.

Yet when executed correctly, it can be an important part of the user experience, and in turn, help companies to increase conversion.

Not to mention save them from endless (and very repetitive) enquiry emails.

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Q&A: TotallyMoney.com on its customer-centric approach to financial services

Since 2007, TotallyMoney.com has become one of the biggest credit comparison sites in the UK.

I recently sat down with CEO Alastair Douglas to get his thoughts on the company's success, future challenges and consumer-facing finance in general.

Here's what he had to say!

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Will Facebook’s artificial image creation solve our stock photo woes?

One of the biggest issues that creative teams face is finding the right images to put alongside their marketing campaigns.

The time and effort required to create and curate an image library is considerable, and it needs constant maintenance to ensure that images stay relevant to the brand and message. 

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Fabled by Marie Claire: A closer look at the new retail store & ecommerce site

It’s been a part of the publishing industry for decades, but now, Marie Claire is entering a new domain – the world of retail.

‘Fabled by Marie Claire’ is a new venture in partnership with Ocado.

Yet another example of a brand aligning the offline and online shopping experience, it has just opened a physical store alongside a new ecommerce site.

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birthday cake

10 key challenges facing CRM marketers

Customer relationship management (CRM) is more complex than ever as marketing channels allow for ever-more sophisticated targeting and content delivery.

So what are the challenges facing CRM marketers?

I spoke to a couple of people in the industry and here list a mere 10 challenges we discussed.

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Eight drool-worthy restaurant websites

Whenever I go to out to dinner, I probably already know what I'm going to order.

Call me impatient, but I just can’t resist checking out the menu online beforehand.

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Domino’s introduces 'Dom the Pizza Bot' for Facebook Messenger

Domino’s Pizza is the latest brand to jump on the chatbot bandwagon, announcing a new feature that allows customers to order directly via Facebook Messenger.

Instead of calling up or ordering online, customers will be able to simply message Dom, the Domino’s pizza bot, and request food with a single world or emoji.

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US sales tax isn't a deterrent to online sales: Report

Years ago, many online retailers, including Amazon, found themselves battling states that sought to force them to collect sales tax even if they didn't have a physical presence in those states.

The logic behind retailers' aversion to collecting sales tax wasn't hard to understand: if given a choice between two retailers, one charging sales tax and one not, many consumers would probably choose the former.

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How Pets at Home’s omnichannel strategy is driving sales growth

The continued growth of Pets at Home proves that even in the midst of economic uncertainty, the UK's love of animals never waivers.

With a 2.7% increase in like-for-like sales in the 16 weeks to July 21, the retailer’s success is also down to its customer-focused strategy both on- and offline.

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