What to watch out for when researching and testing journeys

Previously: Why you need to pay attention to customer experience What to watch out for when researching and testing journeys   1. Last Click  can be a costly mistake The customer journey does not begin with the last click before they visited your ecommerce site. No assumption could be more damaging than this one. Here’s … Read more

Why you need to pay attention to customer experience

Why you need to pay attention to customer experience Next        What to watch out for when researching and testing journeys   The chicken and egg question always fascinated me. When it comes to business models I find the same conundrum with customers and profits. Michael Porter once said that the purpose of a … Read more

The trap of settling for mediocrity

The trap of settling for mediocrity Without boring you with a treatise on macro-economics, I can only get my point across by saying that, not only is every professional and tradesperson in our world challenged to know less and possess fewer skills, but most business we are employed by will have not a single individual … Read more

Confirmation bias at the speed of light

The extraordinary world of the trader really opened my eyes Most readers will already be aware of confirmation bias and will no doubt believe they have it under control. Good for you. If however you are trader, or gambler the likelihood is that you have got it down to a fine art and it has … Read more

Specialist in Smarties, Chocolate Beer consultant, or Expert in customer complaints from Obese women on Tuesday afternoons.

Are you a specialist? By the way these specialisms do exist and I have no doubt you could add to my collection. If you want a light hearted look visit this article. As an interim connected to the technology world, I get a lot of calls and emails from recruiters and over the years the, … Read more

Using information to support the entire customer journey

Previously The customer journey  begins when she becomes aware of your existence and never ends, though it is at its most fruitful when she places an order and subsequent orders. Previously we discussed the folly of looking at “Last Click” as the beginning of this purchase journey, the reality is that it began some time … Read more

Are you wondering if a recommendation engine is the next big purchase for you?

Some retailers in particular have made a great deal of extra profit through offering clever recommendations to their customers so much so that the notion of the recommendation engine came of age in the last three or our years spurring a wave of new offerings form software vendors and plenty of noise in the blogosphere. … Read more