Archive for October, 2007

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Advertising vs. Customer Experience

damian

Adverts are everywhere. Everyday we are bombarded by efforts to persuade us to buy this or use that. They raise our expectations by making promises about a product or service. When those promises aren’t kept, customers have a poor experience. Recently…

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Amazon has a customer-centred redesign

damian

It was only a matter of time before Amazon outgrew their old tab navigation system. They have just launched a new design which maximises the screen real estate while retaining a lot of what customers are familiar with. The main changes…

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An online grocery shopping experience

damian

I’m totally new to online grocery shopping. I’ve been curious before but I’ve never really seen the benefit for me over just going to the store. I do hate the shopping experience on a busy Saturday, but I prefer to make…

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Video on poor usability and software rage

damian

I’ve just watched a brilliantly funny but thought provoking talk by David Pogue on the TED website . Their strapline is ‘Ideas worth spreading’, so I thought I’d do just that: http://www.ted.com/talks/view/id/7 “New York Times technology columnist David Pogue opens his talk with a…

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Ideas for a more customer-centred team

Let’s say you have a large internal team. Although they’re great at what they do, you might find it hard to get them to really focus on delivering great customer experiences. You may have tried setting new targets, team structures,…

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The customer experience challenge for Multi channel retail

damian

Offering consistently great customer experience across all channels as a retailer is at the top of retailer’s to do list at the moment. With such a large growth in the industry to date with sales exceeding £4bn a month for…

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