Retailers going bankrupt and why every company is a Digital Experience company
With more than 20 retail companies filing for bankruptcy since the start of 2017, including giants like Sears, Toys R Us and Gymboree, I am more convinced than ever that very soon every company will have to become a digital experience company.
How to use online surveys and customer feedback for CRO
How and when to use online surveys, what questions to ask and how to combine findings with other conversion rate optimisation (CRO) methods. Conversion rate optimisation (CRO) takes in a range of disciplines and techniques with the broad aim of increasing on-site conversions. In this…
Design Thinking Adoption Challenges
Design Thinking is a powerful tool to innovate your strategy, organization or next disruptive product or service. But getting your organization to adopt Design Thinking can be a challenge. Here are some of the challenges that I have seen and ways to mitigate them.
How to Optimize Your Site for a Large Online Sale
Every year companies can expect there to be large seasonal online shopping days such as Black Friday and Cyber Monday. It’s critical companies optimize their site in advance to make the most out of these annual sales and keep customers coming back all year long.
What Your Audience Wants From Your Site (But Doesn’t Know How to Ask)
UX design can alter the perception and exposure of a brand, big or small. With the right touch you can bring out the personality of a business. But that’s the trick, isn’t it? Identifying and zeroing in on what an audience wants.
How Marketers Can Better Communicate With Customers to Get More Actionable Insights
Success in terms of marketing (and business in general) comes down to a very simple idea: you’re trying to get the right message in front of the right people at the right time. How can you make sure that this actually happens more often than not? Simple: you need to start communicating with your audience better.
Does conversation hurt or help Chatbot UX?
This article explores when conversation benefits and when conversation hurts chatbot UX. I walk through case studies for both sides of the argument and compare divergent opinions from Ted Livingston, CEO of Kik, who advises bot makers to deprioritize open-ended chat, and Steve Worswick, the creator of “the most human chatbot,” who encourages developers to invest in truly conversational experiences.
Customer Experience (CX) strategies that keep customers coming back, again and again
The last thing you want is for every ecommerce purchase to be a one-off. Even with a satisfying and efficient sales process, customer retention is something you have to work at. If Google search volumes are an indication, ‘customer retention’ is more prominent in the…