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Multichannel Customer Experience Report
Tweetgovernment,politics news,politics news,politicsWe launched our Multichannel Customer Experience Report today. Created in partnership with Econsultancy, the report contains some great insights into the current state of Customer Experience Management. However it’s important to understand that multichannel customer experience is not a popular subject. There aren’t many boardrooms that host endless discussions on the subject. The number of [...]
Continue reading...The Customer Odyssey or ‘how do you decide what to buy?’
16. September 2010
Sometimes I’m pretty spontaneous and buy stuff straight away after a single website visit (a single customer journey). Sometimes I prevaricate, make selections online, change my mind and leave, come back, add to basket, get distracted, check out another website, check my bank account, leave the website, a week later return and then finally buy something completely different from the high street store of the original company I was visiting the website of (a customer odyssey*).
Continue reading...Are you squandering the value of comparisons?
12. September 2010
As customers our ability to understand the value in anything new is largely dependent on the simple equation, is X better than Y. In the case of my expedition to acquire a pushchair all I had to fall back on was price. If it was expensive then it must be good, if it was extortionate then it must be great. (And who doesn’t want great for their first-born?)
Continue reading...Have you given customers control?
3. September 2010
One effect of our economic climate is the lack of control we, and our customers, experience when confronted by whirlwind market forces. Faced with future uncertainty companies with an interest in improving customer engagement need to understand this lack of power and leverage our customers’ need for control.
Continue reading...How to unlock a Persuasion Window
30. August 2010
Persuasion Windows are occasions when people are more open to doing what you ask of them. This is the story of my daughters nursery where I learnt an important lesson in how to encourage a change in behaviour. Something we are often trying to do online as part of our marketing or website design.
Continue reading...Introducing Customer Engagement
1. May 2007
Last month I was interviewed for .net magazine by Dave Chaffey. This is the full interview where I define customer engagement, explains why it’s ‘hot’, and highlight the perils of ignoring it.
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4. November 2011
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