All Users Have ADD – Here’s What You Can Do About It

The coffee has worn off. Your users are panicked, overworked and somewhat terrorized by their workload. They just want to get their job done. Your primary enemy? Peak distraction. Your challenge? To get this manic, attention poor user to feel like they’re in control of their job. Then there’s the real enemy: the constant, ongoing …

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The common traits of great digital marketplace experiences

Digital marketplaces are emerging quickly to provide any number of essential (or not so essential) services between usually large numbers of vendors and suppliers. In the UK for instance we see Just Eat and Hungry House taking food orders from millions of consumer for thousands of restaurants. Deliveroo is going one step further and actually …

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Why CEB’s ‘Stop delighting your customers’ makes sense for your business

There was an excellent talk by the Chris Herbert of CEB at the Art of Customer Satisfaction conference in London where Nickelled were exhibiting this week. The talk was looking at the impact of delighting your customer and the impact to loyalty (Will they keep using your service?). The results were counterintuitive and surprising. CEB looked at the customer service departments …

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Why Which? Magazine got it all wrong on 2015 call centre survey

The June 2015 edition of the venerable Which? magazine has a feature assessing call centre satisfaction ratings. For those not familiar with it, Which? magazine is something of an anomaly in the modern, sharing, online world. It is a subscription only magazine and online site. It takes no advertising allowing it to be completely unbiased …

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How to improve the seller experience on any online marketplace.

Online marketplaces are transforming the way we transact commerce. The amount of aggregator markets occupying all the places that Amazon and eBay don’t yet reach. From the cab that we order to the food that’s delivered to us to to the restaurant that we book, our enthusiasm for the convenience of a marketplace is only …

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Are you still sending email to educate users after major product updates?

The web app your customers are using today is not the product they will be using in six months time. Product teams are accustomed to rapid product development: deploying several times a day, constantly pushing out improvements. Likewise consumers are familiar with rapidly changing software and often expect it. But in this world of rapid …

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