Posts Tagged "business goals vs customer goals"

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Trust, focus & upsell – 3 UX lessons from online florists

damian

Recently I read a really interesting article on how airlines are looking to other industries like retail, automotive, and hospitality in an attempt to improve the passenger experience.  About time too! Looking at other industries is good practice It’s a…

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The after-sales anti-complaints process

It’s a well known fact that us Brits hate to complain. Instead, we like to keep quiet, seethe internally, and then vote with our feet and never use the service again. But there are occasions where you know you need…

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The difference between marketing profiles and user profiles

sam

At University we always designed for the ‘target audience’, broadly meaning; the people who would use the product/website etc. Sounds simple and straightforward enough, and yet I always struggled with it, but never understood why.   So, what does a…

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Pukka miss an opportunity to design a great customer experience

damian

Pukka teas are a brand that’s easy to like. They present themselves as a healthy, organic company. They have a nice overall feel, they have good quality products, their packaging is appealing, their website is…well, ok.     So, over…

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Getting the balance right between website business goals and user goals

damian

Our primary function as a business is to bring our clients closer to the users of their website. It’s difficult to remain objective and see things from your users perspective when it’s your website. When you have conceived ideas, directed…

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Does web-retargeting benefit or just scare users?

damian

Retargeting example – See larger image As part of a casual query, I once typed in my car registration into a certain site that offers to purchase absolutely any vehicle. Scoffing at their derisory offer for my motor, I went…

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Small changes can make a big difference to customer experience

ali

I paid for a train ticket over the counter yesterday. As I completed the transaction I nearly walked off leaving my Debit card in the PIN machine. As I turned back to the machine to retrieve the card the chap…

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Rigid process can hamper customer experience

ali

One of our major supermarkets does a great pizza, which they make for you whilst you wait. I must say, they do taste good. If you order your pizza at the beginning of your shop, ten minutes later when you’ve…

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Forced restaurant service charges can damage the customer experience

ali

In recent months I have experienced behaviour from restaurants which I can’t quite fathom. When I receive the bill a service charge has already been added. And not just at my usual 10% rate, which I thought was standard in…

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5 reasons to improve your website customer experience during a downturn

We’ve been trying not to talk too much about the ‘credit crunch’ on our blog because quite frankly we’re sick of hearing about it in the headlines every day. But, if it’s something our clients are worried about, we felt…

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