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Posts in Customer Experience

Sky Sports redesign - has it affected usability?

Sky launched a new version of its Sky Sports website last month, adding a range of blogs and podcasts, and redesigning the website’s navigation.

The new site design certainly looks good, but has the site’s usability suffered, as this article suggests?

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Microsoft to relaunch Live Search

Microsoft is set to unveil an updated version of its search engine at its 'Searchification' event for journalists next week. Today, it has rolled out an updated version of the homepage.


UK etailers failing to provide contact details - survey

A new study of the UK's online retailers has revealed that many e-commerce sites are not offering customers a range of contact details, while many offer limited delivery options and no customer feedback features.

The survey,  from website monitoring firm NetExtract analysed a sample of 10,000 e-commerce websites in the UK. It found that many e-commerce sites are missing very basic options.


Site problems cause customers to flee

More evidence of the effect poorly functioning websites can have on etailers’ customer relations – this time from a poll of US consumers by Harris Interactive.

The survey found almost nine out ten respondents have experienced problems when making a transaction online, and 42% of those that have defected to a rival or abandoned the process.


Google launches Adsense for Mobile

Google has expanded its mobile advertising line-up with the launch of Adsense for Mobiles, which will contextually target advertising onto mobile site content.

According to the search giant, the ads will provide a new source of revenue for mobile publishers, as well as giving an incentive for exisiting websites to produce mobile versions.  


TescoCompare.com - is it any good?

Tesco's new financial price comparison site was launched by the supermarket giant last week as it moves into a market dominated by confused.com and moneysupermarket.com.


Interview with persuasion expert Bryan Eisenberg

Bryan Eisenberg is the co-founder of Future Now and the creator of some devilishly clever techniques to help web businesses improve their conversion rates.

Along with his brother Jeffrey, Bryan co-authored the bestsellers 'Waiting For Your Cat to Bark?' and 'Call to Action'. He also publishes the GrokDotCom blog and was voted one of the world’s top 10 usability gurus in our recent User Experience Report.

Here, he talks about the ancient Greek philosophy behind persuasion and suggests why the roots of web design can be traced back to the fifth century BC. Oh yes...


Warning: I can't find your checkout!

Bob Chieffo published an excellent article last week on the importance of buttons on e-commerce sites in making it clear to the customer what they need to press next.

He points out, on Revenews, that many etailers allow too much room for confusion in the mind of the customer over what they need to do and press to make their purchase.


Multi-channel retailers 'offer better customer service'

Multi-channel retailers are mounting a challenge to the online dominance of their pure-play rivals despite tending to offer a lower level of site functionality, according to research.

The study, by eDigitalResearch, which uses mystery shoppers to rate UK shopping websites, found Play.com and Amazon.com continued to generate the best overall response from consumers.

However, multi-channel players like Tesco, John Lewis and M&S were seen to have stronger customer service.


Interview: Steve Nicholas, assistant director of e-commerce at Guess

Steve talks about the challenges of multi-channel retailing, especially for a well-known brand in the fashion sector and one that has both wholesale and retail businesses to think about.


UK e-commerce solutions market worth £400m - new report

E-consultancy estimates that the UK market for e-commerce solutions will be worth around £400m this year, up from £268m when we last valued the market in 2005.

According to our E-commerce Platforms Buyer's Guide 2007, the market has continued to show healthy growth over the last two years, growing by an estimated 22% in 2006. We estimate that the same 22% growth rate will apply in 2007.


Over 50% abandon financial service applications - study

More than half the people that apply online for various financial services abandon the process before completion, according to a new survey. 

The study, by comScore, suggests many of these abandonments occur because consumers want to find out details about the services on offer, but that information is hidden behind the application process.