Posts in Customer Experience

Ten Twitter search tools

If you want to keep an eye on what is being said about your company / brand on the web, then searching Twitter is pretty essential nowadays.

Twitter is currently testing new versions of its search engine and it needs to, because the current version can be frustrating to use at times. There are plenty of third party Twitter search tools around though, so I've been trying out a few of them...

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EU wants cookie approval

What if you had to receive consent to place a cookie on a user's computer? As an online publisher or digital marketer, you might find it very difficult to operate.

But that's exactly what an amendment that will be voted on in the EU Parliament considers requiring.

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Can Twitter make real money if it can't slay the fail whale?

Twitter's ascent as a social media powerhouse continues unabated.

The next step in its rise: monetization. Twitter has to make money at some point, it has critical mass, there's no shortage of monetization concepts floating around and Twitter management has all but admitted that 2009 is the Year of Revenue.

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Q&A: Mark Patron of RedEye on integrated marketing

Mark Patron of RedEyeMark Patron has more than 20 years of experience in data-driven marketing, formerly as the MD of Claritas (now Acxiom) and, since 2006, as the CEO of RedEye International.

I've been talking to Mark about integrated digital marketing and the latest possibilities for behaviourally triggered email...

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The joy of FAIL: 20 horrific and amusing error messages

It can be incredibly frustrating when things do not go to plan. In an online environment there are always going to be mishaps due to human error or some kind of technology or design failure. 

Nobody likes to encounter resistance in their daily activities, but the PC generation is used to things going wrong, as well as the ridiculous error messages that are sometimes displayed when problems occur.

How you communicate issues is highly important, and there are any number of ways of getting it right, or wrong, as we shall see...

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Argos launches a separate entertainment site

Argos has decided to launch a standalone site selling just CDs, DVDs and Blu-ray discs, though confusingly, DVDs can still be purchased through the main website.

WHSmith announced a similar move a few weeks ago, moving its entertainment range to a separate site after already reducing the number of DVDs, CDs etc sold in its stores. Like the new Argos site, it was designed and operated by The Hut, which also took over the Zavvi website recently. 

Argos Entertainment

I've been seeing how the new site shapes up...

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What you can learn about a company on April Fool's Day

Yesterday was, of course, April Fool's Day and the internet has created a rich environment for all sorts of April Fool's pranks.

After all, there are limitless ways you can trick, deceive and amuse online, making internet users a juicy target for April Fool's Day.

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20 things to think about when choosing an agency

Supplier selection is a key determining factor as to whether or not your e-commerce or web project will ultimately prove to be successful or not. While you may not be hugely knowledgeable in this space, you still need to adopt the same level of due diligence you would were you appointing a supplier to help with any other part of your business.

We recently published a guide for internet professionals called 'Delivering Successful E-commerce Projects', authored by Martin Newman, and he listed 20 recommendations to help choose an agency or technology vendor.

Many of these tips are relevant for all kinds of internet projects, and not just e-commerce sites, and they're well worth a read whether you work on the client-side or agency-side, to figure out what to look for. Try asking yourself these questions next time you're hunting around for a new supplier...

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Time Inc. breathes new life into the Life brand online

Is the internet going to be a godsend for traditional publishers or will it turn out to be a cruel hoax?

The answer to that depends on a lot of things, some of which are out of the control of publishers, such as the state of the economy and ad market.

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Travelodge launches iPhone booking service

Budget hotel chain Travelodge has just released a handy iPhone app that locates nearby hotels, allowing users to make a reservation. 

The iBooker app can be downloaded free of charge from the app store, and makes good use of the phone's GPS functions.

I've been trying it out...

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Mobile site review: Betfair

Betfair has had a mobile version of its website since 2006, and according to its Twitter account, has taken over 6m bets from mobile users.

With the popularity of online betting, it seems especially well suited for people out at sports events who want to place bets.

Betfair launched an iPhone optimised version of its site in December, and has recently updated it. I've been seeing how well it works...

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Charity websites losing donations thanks to poor usability - Nielsen

Charities and other non-profit organisations are missing out on online donations because they are not explaining clearly enough to visitors their aims and how they intend to use the money when they receive it.

Nielsen has been carrying out user testing of 23 non-profit websites in the US, giving users the task of choosing recipients by comparing a couple of sites in similar categories e.g. American Red Cross and Habitat for Humanity, and actually making a donation.

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