Our recent Retail report evaluated the multi-channel e-commerce experience for 15 of the UK’s best known high street retailers. Next performed really well with scores of 4 or 5 out of 5 for the majority of guidelines, and it’s likely that it would have come top but for a poor checkout process (check out the report … Read more about ‘Next wins top digital experience… almost’
Posts tagged with 'Retail'
In our recent Retail multichannel customer experience report, we found that nearly all of the brands we researched performed poorly in their communications with the customer after a purchase has been made and the product has been delivered. It was the lowest scoring guideline in the report with an average of 1.5 points out of 5.
Keeping in … Read more about ‘What’s the worst area of customer experience in e-commerce?’
There’s a usability issue so common that I’ve lost count of the number of times I’ve seen customers stumble on it. At first glance it might not be an obvious usability issue, but years of user testing and user research later it proves to be a problem for a large proportion of users across a … Read more about ‘Most common checkout usability issue ever?’
Having released our Retail Multichannel Customer Experience Report (PDF - 1.4MB) earlier this month and now that we are all meant to be gearing up for Christmas shopping, we thought it would be interesting to get a view of how well you think our sample 15 brands are doing to make you happy, loyal and wanting to … Read more about ‘Which retailer delivers the best multichannel customer experience?’
As a company, Apple ploughs its own furrow. It has been a hugely successful innovator in terms of its business model and service delivery, re-inventing the way we interact with mobile devices and consume music. So it’s a surprise that the company ends up mid-table in our recent Retail Ecommerce Report. Why hasn’t a company … Read more about ‘Maybe Apple isn’t king of customer experience after all’
Case studies
Our success stories
Hotels.comHotels.com gained a much stronger competitive advantage due to a great mobile strategy
MacmillanMacmillan got fantastic results from our work, including a 50% reduction in mobile homepage drop-offs
Hitachi CapitalHitachi Capital now delivers a market-leading online proposition and the best user experience possible
What are you working on?
-
End-to-end customer experienceJoin up your customer touchpoints to deliver the best possible digital experience that is proven to deliver outstanding business results
-
Customer loyalty & retentionEnsure your brand promises are delivered through your digital channels so that your customers return and bring others with them
-
User experience of digital touchpointsMake sure all your customer touchpoints consistently deliver the very best in user experience, design and usability.
-
Online sales & conversion optimisationIncrease conversion across all your digital channels. Our clients sell more because they reap the benefits of our sales optimisation expertise.
-
Digital strategyGet ahead of the competition with a customer-centred digital strategy designed to deliver long-term business success.
-
Application & product designDeliver the best experience for your customers with intelligent digital applications tailored to your business goals and customer needs.
-
Mobile & tablet strategyImprove your mobile & tablet propositions with innovative, cutting-edge interface designs that work for you and your customers.
About us
A pioneering customer experience agency, we create and perfect digital interfaces that deliver business success.
Get in touch on 020 7423 6320
