Posts in Customer Experience

Site review: WHSmith Entertainment

WHSmith last week launched a stand-alone website, selling DVDs and CDs, as well as its range of electronics and computing online, leaving everything else to be sold on WHSmith.co.uk. 

The move also reflects the retailer's strategy of reducing its presence in entertainment offline. Sales in this category had fallen by 18% in the year to July 2008 and it has been removing such products from its stores.

I've been having a look at the new site...

WHSmith Entertainment

4 comments

Behavioural targeting for websites explained

Driving people to websites is still the main objective of most marketing campaigns, and why not, surely that’s the end goal of all marketing.

But what happens to people, once they get to the target site seems to be less important to many campaigns, as is the measurability of those converting from prospects to customers once they arrive.

6 comments

Q&A: Dr Mike Baxter on applying the 80:20 rule to digital businesses

Econsultancy has a breakfast briefing next week which will advise digital companies how they can optimise their businesses by applying the 80:20 rule.

The speakers at the briefing are Dr Mike Baxter, who has authored a number of reports for Econsultancy, and Robert Colquhoun, who specialises in multichannel customer acquisition and retention strategies.

I've been talking to Dr Baxter about the 80:20 rule, and how online businesses can benefit from its application...

3 comments

Q&A David Maher Roberts on music recommendation service The Filter

The FilterBacked by Peter Gabriel, The Filter is a recommendation engine that provides users with suggestions for music, movies and videos.

I've been talking to CEO David Maher Roberts about how The Filter has progressed since it launched last year, its recommendation services, and its applications for other businesses...

0 comments

Fail whale: Twitter as a search engine

Is Twitter a search engine? It's a question a lot of people are asking, myself included.

I signed up for Twitter at the beginning of the year and even though I'm not a hardcore user and only have a modest 'following' of around 225 people, I do like the service. I've found it to be very useful in staying on top of industry trends and seeing what interesting people are talking about.

9 comments

Site review: BBC mobile

The BBC has just launched the beta version of its new mobile site which, like the web version, allows users to personalise the content they view.

It's a welcome development, as the current BBC mobile site is a little basic, and the new version provides access to more of the corporation's content. I've been taking a look at the new version...

1 comment

Online ads: it's a buyer's market

The global recession that has hammered stock markets around the globe continues on. Some people are even seriously referring to the 'D' word.

This hasn't been good news for businesses relying on advertising dollars. Advertisers are cutting budgets and for some ad-supported online businesses, that means cutting back on services, cutting back on staff and trying to come up with new business models.

1 comment

How many links are too many?

What's the maximum number of links you should include on a single page? 3, 10, 100?

Let's say you want to build a comprehensive list of the UK charities using Twitter, for instance. There are a lot of links and as the list grows, you just might find yourself with more than 100.

6 comments

UK public sector websites have room for improvement

Paying council tax can hardly ever be a pleasant experience. Are UK council websites doing their part to make this process as smooth as possible?

In order to find out, Realeyes ran a test with 54 tax-payers, asking them to pay their council tax online on 6 different council sites. All participants were eye-tracked to gain objective measures about the user experience during the tax payment process. The study identified both good and poor design elements, wide ranging performance differences between councils and 'banner blindness' on some navigational items.

0 comments

Zavvi.co.uk back from the dead

Having acquired the rights from the administrators last week, Zavvi.co.uk's new owners have wasted no time in relaunching it as a transactional website.

The rights to the brand, and its valuable database of customers' purchase histories, were acquired by The Hut Group, which hopes to hang on to at least half of the 1m Zavvi customers, though I'm not sure it has gone far enough in explaining this to customers on its website. 

Zavvi homepage

1 comment

Shoppers RSVP to invite-only ecommerce

rue la la Turns out WalMart and Amazon aren't the only retailers finding shelter from the economic storm. A small group of invitation-only retail sites are establishing growth with high-end product and shrewd marketing.

The three attracting the most attention are Gilt.com, ideeli.com, and RueLaLa.com. Gilt has a high powered executive team including DoubleClick founder Kevin Ryan and former Martha Stewart Omnimedia CEO Susan Lyne. The three share a basic business model. You get an invitation from a member, you join, you get a preview of a designer boutique event, then you buy. First come, first served. Stores magazine reports that Gilt has added membership each month since its November 2007 launch. RueLaLa claims membership in the "hundreds of thousands." Ideeli also has "hundreds of thousands of members" and doubled its business during the fourth quarter of 2008 over 2007, according to fashion industry trade JC Report.

0 comments

Twitter: the 13 types of tweet to take notice of

Twitter has many uses for our business beyond sending us traffic and spreading word about our articles, research and events.

While it is now our fourth-largest referrer, Twitter is more than simply a people hose. By tuning in to tweets we listen to user feedback, which helps keep us on our toes. It is useful in a wide number of areas, some of which I have listed below.

Some recommendations and questions are easier to deal with than others, but we certainly take note of all of them.

5 comments