Posts Tagged "customer centred"

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How to make your emails easier to read, understand, and action

I remember in GCSE Business Studies being taught about how to write a memo. Though I never got the chance to write a real memo as by the time I had finished college and university the business world was using…

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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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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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Which is best for you? A focus group or consumer panel?

damian

When talking to our clients about focus groups and customer panels they invariably reply, ‘there’s a difference?’. Indeed there is, and it can have a lot of impact on the type of research you can do and the feedback you…

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Weekly usability checklist

For many in the retail industry a regular shop walkthrough is an essential part of the manager’s role to ensure the environment is clean, the products are in the right places, and the shelves are stocked. Do you do the…

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The effect of bias in DIY usability testing

damian

We’re seeing a lot of people talking about conducting their own usability tests in house. The topic of DIY testing has been around for some time now with advocates such as Steve Krug and Jakob Nielson. The general principle being…

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The 10 most common reasons for poor usability – part 1

damian

You only really notice the usability of a product when it’s not there. It’s very easy to come up with examples of poor usability, but for the most part, people don’t usually know the reasons for why one product is…

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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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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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Self-service checkout customer experience

damian

It’s easy to see why retailers are turning to more and more self-service kiosks. They put the customer in control, they can reduce operational costs and they save on staff costs. When they are designed well they can improve customer experience…

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