How to use your customer as your sales force
January 4, 2008
You can use your customers to help future customers find exactly what they want on your site - thus increasing their satisfaction level.
How? By letting them write reviews of your products on your site. This helps future customers select the right product for them, based on the experience of your previous customers.
Why would you do this? Read more
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13 recommendations to help retail customers find your outlets
October 17, 2007
How easily can your customers find you on the High Street?
Imagine that you want to visit a branch of Big Retail Company, but don’t know where the nearest store is. Searching on the internet, you land on the corporate website. Can you find the answer to your question?
I’ve looked at 14 FTSE100 companies who have a High Street or out-of-town presence to find out how easily a retail customer could find their nearest outlet using the corporate site. Read more
Widgets are the new black
September 28, 2007
You’ll have seen the adverts for the UPS widget, which is designed to help you make better use of their services, and you probably also know about the EasyJet widget for booking flights. Both these tools are designed to help the user interact with the company - as well as make more sales.
Northern Rock - crisis management
September 24, 2007
It would be difficult not to know that there has been a run on a British bank for the first time since the 1860s. Not the kind of historic record one wants to break really … I’m not going to comment on the financials, but I think this is a classic example of using your website to help manage people’s understanding of a major crisis.
I didn’t visit the site for a while (at least partly because there were reported difficulties with the site crashing as a result of the public interest in this episode), but have noticed over the last few days that there are new pages on display. The new first page (a splash page before you can reach the home page) is a message from the CEO, similar if not identical to the full page ad with the same message run in the papers recently.
