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

About the author

Edward Taaffe has a 10 year record of achievement in project and Programme management in both the private and public sectors ranging from negotiating with local authorities to use centralised shared services to introducing ground breaking technology to government and convincing them of the benefits of early adoption. Previously and interspersed with this, he has … Read more

How an uplift in CXi scores can deliver remarkable benefits for your business

A recent Forrester report looked at companies that had recently improved their Customer experience rating from negative to positive looking at whether their customers were likely to consider another purchase, to switch suppliers, or to recommend their current supplier to friends, The findings demonstrate in no uncertain terms that there is significant achievable upside to … Read more

Bridging between the web and the real world

In a world of 7000,000,000, in a country of 60,000,000 in a town of 30,000 people, how do you find 100 clients for your new accountancy business?
Why you search the 7 billion of course via the internet until you find some who happen to be near you and need an accountant, or at least like you enough to pay you anyhow. OK got that thanks.

Mobile comes of age

According to a recent Gartner report, by 2013 Mobile will be the most popular means of accessing the internet based on a projected 1.82 billion smart phones in use as opposed to 1.78 billon PCs. This represents phenomenal growth that even surpasses initial internet uptake. In fact growth in web usage via mobile devices grew 43% from 2008 to 2009 and that would seem to be gaining momentum if anything.

Bridging the gap between the web and the real world part 4

The budget you set aside for telling them how much you value your customer’s, spend your budget on taking care of them. Action speaks louder ..
Have a banker answer the phone about queries, not a call centre in Pakistan and have them develop a relationship (network) with the customer and the customer’s friends.

Bridging the gap between the web and the real world part 3

There is a fairly popular and utterly flawed theory that underlies most networking activity, which supports the latter folly and it goes something like this:
If you meet the same 60 people every month for a year and you tell them what you do and then you are nice to them every time you meet and if you pass a few scraps of leads to a few of them, eventually one of them will order from you.
The reasons it’s flawed are simply these:

Bridging the gap between the web and the real world part 2

Part one: Bridging between the web and the real world This one is a real enigma, no matter what angle you approach it form you get an entirely different viewpoint and just when you think you’ve nailed it along comes somebody to spoil your party with a new twist in the tail. What is it? … Read more

Tim Berners Lee is on the money yet again.

There’s been some hype going around that the internet volumes are beginning to clog it’s arteries and that there are issues ahead. TBL reacted to this by saying something to the effect that; the internet is not at risk form volume of information but volume of misinformation. Let’s just think about that. There was a … Read more