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Posts in Customer Experience

IBM invents teleportation system

There is no technology company in the world quite like IBM.

Its history dates back to 1889 and perhaps no other technology company has been through as much and reinvented itself as many times.

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Ten things Boots can do better online

Boots' website is pretty good in some areas, but as with pretty much all retail sites there are always areas crying out for optimisation.

We've come up with a few suggested improvements from a customer experience perspective....

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Google's Flash indexing - good or bad for SEO?

Flash sites can be a nightmare from a user experience perspective, so we were surprised by Google's decision this week to begin to indexing content from Flash files (SWF).

One major argument against the use of Flash has been that the major search engines have been unable to effectively index the content contained within these files, so websites using this software have been losing out in the search rankings.

But the main arguments are that Flash sites are often inaccessible and their architects often try to reinvent the wheel, which leads to all manner of user experience nightmares.

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Establishing customer trust - dos and don'ts

Reports of online fraud are often enough to make customers think twice about shopping on the internet, so how can you reassure them?

There are a number of things that retailers can do to make customers feel safe about shopping online, as well as mistakes that can damage trust in an e-commerce website.

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Testing for profit

Testing the content on your website is one of the most significant opportunities to drive more conversions.

Landing pages, product pages and pages in the funnel that don’t convert well can be improved for profit.

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Thomas Cook redesign: Has it improved usability?

Travel agent Thomas Cook introduced some changes to its website last week, aimed at improving navigation and relevance for its users.

We looked at the site a couple of months ago, finding a few problems with the holiday booking process, so has Thomas Cook resolved any of these issues?

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Tips on providing user reviews

User product reviews are a must for retailers and when used well can enhance the credibility of a site and nudge customers towards buying a product.

Reviews can have the benefit of bumping up conversion rates and average order values, as well as providing some unique content for the search engines.

Here are some tips for retailers on providing user product reviews... 

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BBC iPlayer revamp improves usability

It's only around six months since the iPlayer was launched, but the BBC has introduced a new beta version that aims to be more user-friendly.

iPlayer beta

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Site review: Sky News beta

Sky News is in the process of updating its website. It currently has a new beta site running alongside the old one.

Sky News beta site

It has a bigger, bolder look, but is it an improvement on the old version? 

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How much change does your site really need?

In an online retail market expected to double in size to £78 billion by 2010* the potential rewards for e-commerce businesses are huge. Equally, so is the pressure to stay ahead of their competition. 

The desire for online businesses to become bigger and better inevitably affects their approach to redesign. There’s a huge temptation to introduce the latest whiz bang functionality and super cool design which will appeal to a whole new generation of customers.

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Contact details - best and worst practice examples

Providing contact details is a very basic requirement for etailers, but it's surprising how many either fail to provide a range of options or make users hunt around the site to find them.

Indeed, a survey last year found that the UK's online retailers were struggling on this issue, with 60% failing to provide a contact telephone number on their websites.

2 comments

Visual book browsing with Zoomii

Zoomii, launched last week, is a virtual bookstore that displays books from Amazon.

Zoomii

The site is built on Amazon's Elastic Compute Cloud and uses the Amazon S3 hosted storage service. Buyers are directed to the online retail giant via an affiliate link.

2 comments