1. How To Consistently Support An Inconsistent Customer Base

    If you think your job is hard, try being a website serving a user base of 80 million. That job is way harder. That’s essentially what the UK government’s workhorse of a website, GOV.UK, does for its people. They won an award for it - as they…
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  2. 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…
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  3. 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…
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  4. 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…
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  5. How Kayako’s #custserv stories reminded me why I started Nickelled.

    Every once in a while it feels good to remind yourself why you got into the business in the first place. Building up a new company is fun and challenging and engrossing in equal measure. It can be so engrossing at times that you can lose sight of the original…
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  6. Q&A with Luke Todd from Gumtree

    We sat down with Luke Todd who’s head of customer operations at Gumtree (http://www.gumtree.com) in the UK, to get a look at where he thinks customer service is heading in the future and the Gumtree approach to leveraging technology to help meet the needs of Gumtree’…
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  7. Paragon Stairs builds online shopping guide on Nickelled: 95% satisfaction rate with customers

    Paragon Stairs is a US-based business that sell shop interior and exterior spiral staircases. They sell primarily online and have spent a great deal of time and effort in streamlining the process so that customers can specify quickly the size, type and finish that their staircase needs. Despite this many…
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  8. How to provide consistently good support for an inconsistent customer base

    For online businesses with significant traffic managing the expectations and experience levels of a large visitor base is a daily challenge. Good user experience design, for those that can afford it, will go a long way to optimizing experiences but usually around the most valuable or the most common visitors…
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  9. Why you won't find interactive guides in any 2015 CX trend predictions

    It’s now February 3rd and the the season of prediction in Customer Experience and User Experience is at an end. Presumably it is time to start implementing on all this futurethink and seeing the landscape transform with stunning customer experiences delivered at light speed. Absent in these predictions is…
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  10. 'Discover, understand and use': how interactive guides make Customer Self-Service better

    Our eyes widened this week on reading the headlines from the latest Forrester report on customer self-service. Once the poor relation to phone support, self-service over-took phone support as customers' preferred method of resolving their queries. This has made us think that it is probably worthwhile to more clearly sketch…
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