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Posts in Customer Experience

Webloyalty reward scheme draws flak from consumers

Rewards scheme operator Webloyalty is on the sharp end of some ferocious comments from consumers who feel they have been misled.

The company operates an online rewards scheme through companies such as Interflora, to offer new customers the chance to save money on future purchases at participating retailers. When customers opt to take part in the rewards scheme (by entering and confirming an email address) Webloyalty signs them up to its programme.

What many customers don't seem to realise, based on various forum threads, is that it will cost them £8 per month (after a one-month trial period), and that Webloyalty gets their credit card details from the retailer.

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Q&A: Bruce Tognazzini on human-computer interaction

Bruce Tognazzini was Apple's 66th employee, developing the company's first usability guidelines and founding its Human Interface team.

Almost thirty years later, he's a principal at Nielsen Norman Group and still making his feelings known when companies commit design errors.

Here, 'Tog' gives us a variety of thoughts on interface design, freedom, the future of computing, the iPhone's place in world history and why he travels around in a 400 sq ft motorhome while towing a 4x4 and two Segways.

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How to use images to increase conversion

Webcredible’s Mrudula Kodali has published some handy tips for using photography in e-commerce – an issue etailers are increasingly grappling with as competition increases and search engines display more multimedia results.

Mrudula says photos can help consumers get a better feel of products on offer, but have to "work hard" to overcome the web's limitations.

See a brief run-through of her suggestions after the jump:

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Microsoft releases web analytics tool in beta

Microsoft's new web analytics tool, codenamed Project Gatineau, has been released in private beta - but not yet for sites in the UK. 

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The beauty of site optimisation

On my way to work the other morning, I noticed that the stylish apothecary Space NK on Westbourne Grove was closed for refurbishment.

Not something likely to inconvenience me enormously, as its beauty products are aimed predominantly at the discerning ladies of Notting Hill.

It did, however, get me thinking about the cost of redesigning a retail outlet and inevitably, considering my line of work, how that compares to the online retailers I talk to day to day.

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Interview with Philips online sales VP Gilles Domartini

Consumer electronics giant Philips has just launched a major redesign of its consumer website to improve usability and help shoppers “fully experience and interact with products as though they were right in front of them.”

The firm says it’s its biggest upgrade for three years. New features include a Google Maps mashup showing the location of retailers' outlets, as well as tools to allow greater interactivity on product pages. Philips also deployed technology to improve communication with retailers about stock availability and lead generation.

We spoke to Gilles Domartini, Philips Consumer Electronics’ VP & GM of online sales and marketing, to find out a bit more about how the company's e-commerce strategy is changing as brands seek to interact more closely with consumers.

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Online returns processes could be improved - study

A quarter of online retailers could be affecting their customers' loyalty by failing to provide information about how they can return unwanted purchases, according to a new study.

E-commerce solution provider Snow Valley assessed 70 UK e-commerce companies and found that a sizeable minority didn’t provide decent directions about how to send purchases back.

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Men dominate web design jobs - survey

A survey of 33,000 web professionals by A List Apart has come up with some interesting findings on the make-up and morale of the web design industry.

Unsurprisingly, the research reveals that the average web designer is white, aged between 25 and 32 and likely to be male.

Among the respondents, only 14.3% of creative directors or art directors and 12.6% of web directors were female.

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10 tips on 'product page' design in time for Christmas

Product page design is vitally important to the success of an e-commerce operation, and with the Christmas season imminent we thought we'd take a deeper look at how retailers can improve their performance by finessing their product pages.

It doesn't really matter how consumers find your website - if your product pages suck then they'll be unlikely to buy from you. These pages play a huge role in determining whether visitors convert into customers.

Yet a surprising number of product pages lack relevant information and do a poor job of selling the product in question.

So we'll list ten tips for product pages after the jump, to help you convert more people more of the time....

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Study finds fall in etailers' usability standards

The standards of some of the UK’s biggest retailers are slipping when it comes to the usability of their websites, according to Webcredible’s latest benchmark report.

Half of the sites studied by the firm offered a lower level of online service compared to last year, with the culprits including Marks & Spencer and John Lewis.

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Bring retail marketing experience online for on-site uplift

Online retailers should remember their heritage in order to ensure they stay ahead of the competition.

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TripAdvisor revamps website

Holiday user review website TripAdvisor is relaunching its website, with the revamped version now live in the UK and the US version to follow by the end of the year.  

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