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 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 go back for … 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’
As part of the multi-channel shopping experience analysis for this year’s Retail multichannel experience report (coming soon – watch our twitter feed for its release!) I evaluated how well companies make their customers aware of the different channels they do business through. So, for example, do high street bricks-and-mortar stores champion ecommerce channels or other … Read more about ‘Beware – security guard!’
