Tagged as B2B , Customer Experience Design , Customer Service
The value in NPS (net promoter scores) isn't in the scores itself, but in what a business does with the scores.
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Tagged as Customer Experience Design
Greg Randall was asked by Power Retail to critique some of the top retailers in Australia: for example Bunnings
Tagged as Best Practice , Customer Experience Design
Fitts’s law: “the time to acquire a target is a function of the distance to and size of the target”
Tagged as Best Practice , Digital Strategy
European organisations are starting to move their digital marketing in house - this is a step backwards
30% of the cerebral cortex is devoted to VISUAL processing: 8% for touch, 3% for hearing-research used for Greg's next book
Tagged as B2B , Business Transformation , Customer Experience Design
No one adequately defines what this practice means - understanding its meaning helps define who should lead this process
Tagged as Customer Experience Design , Digital Strategy
As Amazon continues to drive retailers to use its platform to drive growth, Amazon uses this data for its own growth
Tagged as Best Practice , Customer Experience Design
Just because the press says a retailer is doing something, does not mean it will work for your customer
Tagged as Customer Experience Design
Amazon UK has 1.5 billion products - though variety is important, consumers finding what they need is MORE important
Tagged as Business Transformation , Customer Experience Design