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