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Posts in Customer Experience

Supermarkets make it hard for disabled users

Four of the five major UK supermarkets are falling below minimum accessibility standards for disabled users, according to a report published today.


Eureka! Google optimises its PPC Adwords quality algorithm

Will Google’s decision to introduce an algorithmic element into its Adwords ‘Quality Score’ spell the end for sponsored keyword arbitrage and add further pressure to affiliates to clean-up their act?


10 reasons why I’ll swap my iPod for a Zune

I was given an iPod as a birthday gift a couple of years ago. Immediately, I fell in love with it, and it revolutionised my listening habits. It looks good, it is easy to use, and my particular model stored 5,000 songs, about half of my CD-based music collection.

But my love affair quickly turned sour. Over time, I have experienced various problems with the iPod and iTunes, some of which are listed after the jump.


Why are you using Web 2.0 technologies?

I've been working on a project lately where there are elements of Web 2.0 (specifically Ajax stuff)  that keep being raised, almost without thought for form or function.

The end result is that I've forced the client in question to seriously consider why they want to do something, and what the benefit to the end user is. Of course, this adds caution to future thinking!


The 12 fundamentals of e-commerce

We are often asked about the fundamentals of e-commerce: how do you build an online retail store, what do customers need to see, what does Google look for, how can you increase conversion rates?

I have compiled a list of the 12 fundamentals that you can put in place to enhance an existing online store or plan a new one...

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Diggnation – Digg relaunches and widens potential appeal

If you’re a user of Digg, you should know that it recently redesigned and relaunched its website. This in itself is not that interesting since we always knew that was coming soon – however, what is interesting is that new categories have been added which make the site more useful to a wider audience.


Understanding the blogging ecosystem

On the topic of blogging, it seems worthwhile to talk a little about the blogging ecosystem, both for discussion and future reference (things change fast!).  Like an ecosystem, blogging is a feedback mechanism, is most useful when you understand what is being said about you on the blogosphere, and unlike an ecosystem giving freely is more beneficial.

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Will the geeks really rule the world?

Paul Graham, one of the founders of web incubator Y Combinator, says we’re not in a bubble, and he’s right. There’s way too much talk about this mythical bubble. It ain’t a bubble, folks.

However, I think Paul is wide of the mark on a number of his assertions made when interviewed by Ian Delaney, who is currently writing a book on Web 2.0. Paul says he has spotted “a social trend that will last”, namely: “the startup world will increasingly be ruled by technical people rather than business people”.

God forbid!

I’m amazed that a savvy investor would think that way. Paul is a hacker himself of course, and a successful entrepreneur to boot, so I could be wildly out on this one. It just seems… wrong… on… so… many… levels…


Free Web 2.0 software doesn’t mean better…

TechCrunch posts a heads up on ActiveCollab, a new open source alternative to popular online project management tool Basecamp, by Web 2.0 poster children 37Signals, and talks about the possible threat to current monopoly and current business model if the software is of high quality.


Five hot new visual metrics make analytics for humans

E-consultancy analyst Linus Gregoriadis last week solicited suggestions on a sexier name for "web analytics". But five new Web 2.0 services currently brewing in beta are threatening to take the whole online marketing measuring practice into a more sexy paradigm entirely.

All these new products ask is that you place some Javascript in your header - but they promise to serve up juicy thermal imaging, in-page indicators or movable feasts that produce easy-to-use visual metrics for left-brain webmasters.

So what are these new tools? Let's take a look...

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Web 2.0 needs to be agile to be successful

I’ve been dealing with a few clients of late, most of which have heard the ruckus around this newfangled Web 2.0 thing, and most of which want to do something Web 2.0 with their projects. Some want to implement blogs, others are interested in Wiki’s and podcasting, and surprisingly most of them want some Ajax features. The list goes on. 

That’s really good because I’m always happy to talk to people about getting more out of the web, specifically around creating better and more valuable user experiences, but the problem I have (and which I communicate) is that Web 2.0 doesn’t just stop at implementing a blog engine, podcasts, a Wiki or Ajax.


Using Web 2.0 to harness innovation in your organisation

Web 2.0 means different things to different people, yet it isn't just about the web, but is also about how your organisation works. Think intranet, as well as internet. Does your organisation work in a 2.0 way?

At the moment there seems to be three primary focuses around Web 2.0:

1) there are the technologists who are figuring out new technologies (there are many libraries and frameworks out there already).

2) there are the marketers and entrepreneurs, who are trying to figure out how use new 2.0 technologies and principles to generate profits, or help empower consumers (call them business people for now) in some way.

3) and finally, there are the users, who are increasingly using and enjoying the results of these new technologies. 

But how does all that filter into your organisation in a useful way, feeding into your own innovation cycle?