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• Buy Cheap, Pay Later (revisited)

  Over four years ago I posted ‘ Buy Cheap, Pay Later’ , which warned of the perils of purchasing from discount retailers that sell cheap and support their low profit margin by a ‘sod you’ customer services policy. After 4 years of mostly positive online Read More... Posted 17 October 2010 22:38 by Richard.Wand | 0 Comments Filed under: customer experience, customer service, retail, interactive media, ecommerce, etail, EMC Consulting, camerabox

• Consider the entire customer journey before you go blame the checkout...

  I’m taking a respite from my recent glut of multi-touch posts and jumping back in to the web paradigm with one of my favorite ecommerce topics – the online checkout process. An online retailer has asked me to solve the mystery of why a high number of Read More... Posted 08 March 2009 15:28 by Richard.Wand | 4 Comments Filed under: customer experience, user centred design, user experience, retail, conversion rate, interactive media, ecommerce, checkout process, emc conchango, etail