Customer Experience

We don’t want to dampen anyone’s party, but, customers are far less loyal and even less trusting than they used to be, and thanks to social media, they exert more…

Winning customer loyalty at ‘the last mile’ comes down to three things; price, speed and convenience, right? Well, not entirely. There’s a frequently undervalued and underestimated piece of the shipping…

Although we’d like to believe that our buying decisions are based on a rational comparison of suitable options, the truth is almost every purchase we make is driven by emotion….

Christmas is your golden opportunity to draw a fleet of new customers to your online store. It’s also your chance to gain their loyalty and have them return long after…

We hate to break it to you, but your potential customers – new and returning – trust each other much more than they trust you. This means they much prefer to hear…

How do you communicate with your target audience online? Blogs, social media, groups, forums and like most marketers, predominantly email – right? Now, how do you conversate with your friends,…

There was once a time when, if someone said ‘customer personalisation’ you’d be forgiven for instantly thinking ‘email marketing’. Well, those days are long gone; personalisation in e-commerce is moving…

The path to building a meaningful, lifelong relationship with your customer goes a little something like this: gaining their trust will lead on to retention, in turn, building loyalty, which…