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

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. You need … Read more

Using personalisation cleverly to grow your customer relationship and keep your sanity

In my next  instalment I plan to look a little more closely at the broader context of recommendation engines and how they might be used but foe now I will simply point out that they are broken into two broad types Content Based and  Collaboration Based. The first refers to product knowledge and the second to … Read more

Lernaean Hydra, your time is up.

Simple, but powerful tools to truly build a relationship with the customer, some obvious gaping opportunities to cut costs and some basic principals of architecture that even the bin man could understand in one lesson and yet are ignored by 99 percent of technical architects. If you are serious about competing in business, read this. … Read more

Inetgration programmes made easy

Previously Good management strategy and practice supported by intelligent modern systems Lernaean Hydra, your time is up. Give big data the heave-ho for now and get a birds-eye view of your business without a single nosql database. Here’s how we approached the solution Naturally I can’t publish the whole thing if only for sheer volume, … Read more