consumers

More disabled consumers online: a timely reminder of accessibility

Nearly twelve million people in the UK have a limiting long-term illness, impairment or disability.

Ofcom recently published its Disabled Consumers’ Ownership of Communications Services Report, which reveals younger disabled people now have roughly the same level of internet access as the non-disabled.

What are the common mistakes of accessibility and what does the landscape look like for disabled consumers’ access to the web?

Four ways to improve the customer experience through mobile loyalty

From increasing brand awareness to accelerating conversions and transaction volume, mobile has become an integral way for brands to guide consumers along the path to purchase.

The rise of mobile is a key factor in the shift from what used to be a linear path to purchase. The days of “here’s our ad, see you at the register” are long gone and have been replaced by a broad, multi-faceted discovery and engagement process.

With this evolution, marketers must make effective investments that use mobile as a connective tissue in the increasingly non-linear purchase cycle.

2013: the year of paid content?

Paid content is and has been a big business — if you’re in the right market.

Unfortunately for consumer-oriented news organizations, the right market isn’t their market.

But could that be changing?

Groupon testing new VIP service, but will it help merchants?

Everyone loves a deal, and group buying companies like Groupon have cashed in on that in a big way.

But as a publicly traded company, keeping the momentum going is a must for Groupon, which is not only facing competition from other group buying services like Living Social, but which is also trying to keep consumers and merchants happy as daily deal fatigue sets in.

How to turn consumer inaction into action: five tips

Making decisions is tough. Consumers today have more choice than ever, and in many markets, competition is fierce. For many individuals, pulling the trigger and making a big decision is all but impossible.

Needless to say, consumer inaction is a problem for businesses. If you can’t convince potential customers to make the decisions that lead to them becoming customers, you don’t have a viable business.

How to use social media to resolve a dispute with a company

Social media is increasingly the battlefield for disputes between David and Goliath. Thanks to the spotlight that social media tools like Twitter and Facebook can shine on these disputes, individuals have more power than ever to get companies to acknowledge their complaints and resolve disputes out in the open.

But that power can be deceptive. Despite the fact that social media can pressure companies to deal with sticky situations in a more even-handed fashion, individuals often waste the opportunity.

Nexus One draws attention to Google’s customer service shortcomings

The Nexus One has generated a lot of buzz over the past week for a
number of good reasons. Google’s foray into the competitive smartphone
market is arguably one of the company’s boldest yet.

Google may deliver success with the Nexus One but its
direct-to-consumer sales model, which some claim could disrupt mobile
carriers, is also drawing attention to Google’s customer service
limitations.

What customers want: a benevolent Big Brother?

In the movie What Women Want, Nick Marshall (played by Mel Gibson) has an accident and finds himself able to hear what the women around him are really thinking. At first he uses it to his advantage selfishly before he falls in love.

Chances are you’re not going to suffer from an accident that gives you Nick Marshall-like abilities, but fortunately when it comes to finding out what customers want, market research can tackle the challenge.