C7-Customer Experience Management (Design)

Chapter 7 - Delivering the online customer experience explains how an online presence is developed to support branding and customer service quality objectives. The stages include analysis of customer needs, design of the site structure and layout, and creating the site are covered together with key techniques such as user-centred design, usability and accessibility design.

Conversion rates E-commerce

I often get questions about average conversion rates at workshops. This updated post gives a summary of different sources on conversion rates for E-commerce which you can compare to your own.

Written by Dave Chaffey on 08-02-2008

Online customer engagement

Frameworks for measuring customer engagement online and practical tips to achieve engagement.

Written by Dave Chaffey on 30-10-2007

Website design & usability

 

Written by Dave Chaffey on 20-12-2006

Web accessibility

 

Written by Dave Chaffey on 20-12-2006

Online customer service

 

Written by Dave Chaffey on 20-12-2006

Persuasion and conversion marketing

 

Written by Dave Chaffey on 20-12-2006

Buyer Behaviour

 

Written by Dave Chaffey on 20-12-2006

The 4 second rule of online customer engagement

Two great reports were published in November which looked at the key issue of how business should engage their customers online. Do you pass the 4 second rule?

Written by Dave Chaffey on 25-11-2006

Online Retail User Experience Benchmarks 2004

UK Research about UK e-retailers commissioned by E-consultancy introducing online buyer behaviour and benchmarking key e-tailers.

Written by Dave Chaffey on 11-11-2004

IMRG retail expenditure

An article suggesting that 40 to 100 of the UK retailers are making limited spending on their online operations.

Written by Dave Chaffey on 29-10-2004

Internet works magazine

Internet works magazine provides quality, practical features about web hosting, security and development

Written by Dave Chaffey on 25-08-2004