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Using customer data for intelligent outbound email

Here’s a good example of an outbound email from Ocado that uses simple data (anniversary of customer’s registration) to good effect.  You don’t need to do any segmentation or anything complicated, hold...

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Magic moment at the Waldorf hotel

ThoughtWorks had its party on Friday night at the Waldorf Hotel in London.  Seventy or so years ago when my grandparents were married they stayed there on their first night.  Fifty years later my...

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Buck the trend

“Mary Queen of Shops”.  Mary Portas gets rave reviews, helping small, struggling retailers find their feet again.  She is very successful and her formula makes for good TV.  I’ve only seen the one...

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The tyranny of nice

My first English lesson with Mrs Sullivan aged nine. She was one of those teachers you remember. An awesome teacher. “Nice” she told the class, “nice is a word you will not use”. The word “nice” was...

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IT chalta hai

“Hearing the words ‘I LOVE this…’ from a client is a magical thing”  So tweeted Graham Smith. Now how often does “the business” say that that to IT?  Rarely I guess.  Why is that?  Why doesn’t...

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How can I trust you if I don’t understand what you are saying?

Innocent are a great brand.  They’ve got a great product, but they also know how to connect with their customers.  From the packaging and beyond they come across as natural and friendly.  Watching this...

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Rout me a parcel

Graham Charlton wrote a great blog on eConsultancy a couple of days ago on how on-line retailers are managing customer expectations. (Or not as the case may be). He takes it as far as the check out,...

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Lean startup machine and the problem with parallel dating

Can you build a business in a weekend?  Can you take an idea, validate it through customer research and launch it to market in forty-eight hours?  Can you pivot in the process- realise that your...

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Bringing agility into the customer experience

This is the presentation I gave at the Customer Experience Management for Banking and Financial Services on Tuesday. I’ll write up a synopsis of conference when I get a chance – there were some great...

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How the retail banks are addressing customer experience

A few weeks ago I attended the Customer Experience Management for Banking and Financial Services conference, presenting on driving agility into your customer experience.  There were some great...

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There’s nowt so queer as folk: dealing with complaints and difficult customers

There’s nowt so queer as folk. So said a Yorkshireman following a usability test where the participant was just plain awkward.  We wanted feedback on the flow through a check-out process, but this...

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