Christmas is on the way and consumers’ minds are turning towards preparations for the holiday season. Children and adults alike are thinking about and planning present lists, party invitation lists and of course, shopping lists. Read full article »
Archive for the ‘Customer Experience’ Category
« Older EntriesNewer Entries »A Customer is for life, not just for Christmas
Monday October 31st 2011
What it really means to be ‘customer-centric’
Tuesday October 11th 2011
It’s much easier for organisations to pay lip-service to the notion that their customers should be at the centre of their attentions, than for organisations actually to put that philosophy into practice.
Paying lip-service to the ‘customers-first’ philosophy is easy; implementing it is more difficult. It requires a real imaginative effort, and often an emotional investment, to understand and empathise wholeheartedly with your customers’ agenda. Read full article »
eCommerce customer experience 3. search tuning people and process
Tuesday February 2nd 2010
Post series written by Matthew Lynch (Senior Consultant at Charteris specialising in eCommerce). Before joining Charteris Matthew worked for IBM on various eCommerce enablement projects across multiple industries from the late 1990’s through to the present day.
This series of blogs is about how product managers in an eCommerce business can influence and optimise the customer search experience on their website by tuning the on-site search engine.
Tuning search is like servicing your car; omit it and you risk losing value and breaking down. Get the habit and the right people
Read full article »
eCommerce customer experience 2. Search tuning techniques
Monday January 4th 2010
Post series written by Matthew Lynch (Senior Consultant at Charteris specialising in eCommerce). Before joining Charteris Matthew worked for IBM on various eCommerce enablement projects across multiple industries from the late 1990’s through to the present day.
This series of blogs is about how product managers in an eCommerce business can influence and optimise the customer search experience on their website by tuning the on-site search engine.
The search engine doesn’t know what it doesn’t know
You may already have a facility that helps you improve on-site search for your customers.
It should have been setup with an initial dictionary to make sure that it works well at go live.
But, after go-live, how can you make sure it continues to work for you? After all, you’ve got new products coming on-line all the time and you want to ensure your customers can find them.
eCommerce customer experience 1. Search relevance ranking
Wednesday December 2nd 2009
Post series written by Matthew Lynch (Senior Consultant at Charteris specialising in eCommerce). Before joining Charteris Matthew worked for IBM on various eCommerce enablement projects across multiple industries from the late 1990’s through to the present day.
This series of blogs is about how product managers in an eCommerce business can influence and optimise the customer search experience on their website by tuning the on-site search engine.
Customer Experience Pt 7. Leadership
Friday June 26th 2009
Post series written by Andrew McMillan (Principal Consultant at Charteris specialising in customer experience). Before joining Charteris, Andrew had a 28 year career with John Lewis and spent the last eight years of that career being responsible for the quality of service and selling across the UK department stores.
Customer Experience Pt 6. Measuring Outcomes
Wednesday June 17th 2009
Post series written by Andrew McMillan (Principal Consultant at Charteris specialising in customer experience). Before joining Charteris, Andrew had a 28 year career with John Lewis and spent the last eight years of that career being responsible for the quality of service and selling across the UK department stores.
Customer Experience Pt 5. Recruiting for Behaviours Aligned to Organisational Culture
Friday May 29th 2009
Post series written by Andrew McMillan (Principal Consultant at Charteris specialising in customer experience). Before joining Charteris, Andrew had a 28 year career with John Lewis and spent the last eight years of that career being responsible for the quality of service and selling across the UK department stores. Read full article »
Customer Experience Pt 4. Shaping the Culture and Attitudes of Your Existing Employees
Wednesday February 25th 2009
Post series written by Andrew McMillan (Principal Consultant at Charteris specialising in customer experience). Before joining Charteris, Andrew had a 28 year career with John Lewis and spent the last eight years of that career being responsible for the quality of service and selling across the UK department stores. Read full article »
Customer Experience Pt 3. Defining Culture
Monday February 9th 2009
Post series written by Andrew McMillan (Principal Consultant at Charteris specialising in customer experience). Before joining Charteris, Andrew had a 28 year career with John Lewis and spent the last eight years of that career being responsible for the quality of service and selling across the UK department stores. Read full article »
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