Category: Digital Experience

10 Ways to Improve Your Digital Customer Experience

We review and benchmark hundreds of websites around the world each year; using a combination of consumer insights, behavioural tracking and expert evaluation mapped to best practice customer decision journeys. In the course of these analyses, it has become clear that...

Who should own the Digital Experience?

Digital customer experience is fast becoming a key business differentiator, with those responsible for the digital development and delivery being challenged to achieve the best digital initiatives to support their company, but in many organisations the key factors for a truly...

Is live chat support a blessing in disguise for online retail stores?

No one can question the importance that good customer service holds for the success of any business, and when it comes to e-commerce websites, its importance increases by many folds. This is because whilst making a transaction on a virtual...

Celebrating the Digital Winners

FINALISTS were converted to winners at the first ever UK Digital Experience Awards 2014, held in London last Wednesday. Created to recognise and celebrate the delivery of exceptional customer experience through digital channels and media, the Awards proved to be a...

Nando's on top when it comes to social media

Casual dining restaurant Nando’s has topped the very first Food and Beverage Social Media Benchmark from eDigitalResearch with more followers on both Facebook and Twitter than any other food and beverage brand. Nando’s have nearly 3million followers on Facebook – over...

Your Customers Believe you Have OCD

No, it’s not as bad as you are thinking. It stands for “Omni-channel Consistency Disorder,” and your customers cannot comprehend why you suffer from it. With ubiquitous access to the Internet via a mobile device, a consumer can seamlessly shift...

Bring Your Own Device: A blessing or a curse?

With approximately 7 in 10 people in the U.K now owning a smartphone, and an increase in sales of tablet devices, it comes as no surprise that many employers are taking advantage and introducing a BYOD (Bring Your Own Device)...

‘Speaking but not listening?’ – how to maximise the value of customer service on social media’

Businesses invest significant amounts of time in posting content on social media, regarded as the fastest communications medium ever adopted. However, a massive 95.6% of comments by existing and potential customers go left unanswered and 88% of those that are...

Going Back to Basics on Cybercrime

Lawrence Jones, CEO of internet hosting firm UKFast fights the customers’ corner with a look at why some online businesses still aren’t investing properly in preventing security breaches. Cyberattacks happen constantly but as an online business, it’s important that they don’t...

Is the retail industry socially accepting? Winners and losers in the social media debate

Having a ‘good’ brand experience is the key to ensuring brand loyalty but a ‘bad’ experience can take a lifetime to forget. Social media has the potential to enhance customer experience but it also increases the opportunity for ‘bad’ experiences...