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Posts in Customer Experience

Mobile takes the web back to the 90s

With mobile phone penetration significantly higher than PC ownership, why has mobile internet yet still to take off?

While many predict that mobile internet is set to explode, could its simplicity also be its biggest failing?

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Web analytics play central role in customer engagement

Web analytics and measurement are playing an increasingly pivotal role as marketers strive to deliver the best possible customer experience, according to two pieces of research published by E-consultancy this month.

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Many online purchases disappoint shoppers - survey

Nearly half of online shoppers in the UK have apparently purchased an item online but faced disappointment once it has been delivered.

The figure comes from a survey of over 2,000 consumers by vzaar.com, which provides video technology to sellers on eBay.

It, not surprisingly, says the research highlights the role good quality videos and images can play in boosting online sales.

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Financial sites accused of misleading customers

Twenty five per cent of financial firms' websites present product information in an unclear or misleading way, according to a review by the Financial Services Authority (FSA).

The study found that several sites were difficult to navigate and often failed to display key information.

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Email marketing: Keep it simple...

How did a reputable family of brands (whose products I enjoy a little too much) annoy me into hitting the SPAM button?

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Is the blog sidebar dead?

Thord Daniel Hedengren has written a series of posts that argue blog sidebars are being rendered useless by widget clutter.

He takes a look at things bloggers should and should not be doing with this valuable but often "wasted" inventory.

Here are Thord's tips...

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Website-less AIM firms face punishment

Several AIM-listed companies reportedly face sanction because they haven't yet developed an adequate web presence.

According to The Business, firms listed on the junior exchange were given a deadline to set up a basic website containing information on board meetings, results etc.

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Rightmove revamps site as competition increases

Property website Rightmove has unveiled a revamped version of its site, with a new look and feel as well as improved navigation.

rightmove.co.uk - new homepage

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10 tips on improving online customer service

The Christmas season is well underway for retailers, which means customer service departments will be facing a battle to maintain standards.

With many customers shopping online for the first time, as well as those internet shopping veterans who will turn out in great numbers, etailers must ensure that they provide a positive experience to encourage repeat business.

So how can they do it? Some tips after the jump...

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12 tips for Xmas email campaigns

Tink Taylor of dotMailer  has compiled a checklist of 12 tips for 'Effective Email Marketing this Xmas' - all of which look like good things to think about at any point in the year.

We list them after the jump...

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Should 'persuasion marketing' have its own budget?

There was some lively debate at an E-consultancy Persuasion Marketing roundtable last month about whether this topic constitutes a separate discipline which should have its own processes and budget.

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Majority of online shoppers experience transaction problems

Almost nine out of ten British web shoppers experience difficulties when purchasing online, while etailers compound these problems with poor customer service, according to a new survey.

The survey of 2,118 UK adults, conducted by Harris Interactive for Tealeaf, found that many (37%) customers were likely to abandon transactions if they experienced problems.

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