Posts tagged: customer experience

  1. 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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  2. User onboarding: not just for SaaS any more

    Thanks to the good work of Samuel Hulick and the emergence of the UX discipline in the last decade or so we have seen significant energy being spent on onboarding users into apps. So much so that it has become a fully-fledged area of creativity in itself. Samuel’s tear-downs…
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  3. 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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  4. Is today’s tech making marketing and customer support your killer sales team?

    One of the key trends that we are seeing in 2015 is the breakdown in the distinction between marketing and customer support. This is definitely a strong positive both for the consumer and for the business, and a shift away from the previous trends where new customer acquisition was given…
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  5. Great Design Still Needs A Help Center

    Every so often when a potential customer is evaluating Nickelled, someone on their team loudly objects to the idea of layering a Nickelled guide on top of their UI. "If you need a guide, then the design team failed at its job to build an effective customer journey," they'll say.…
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  6. 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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  7. Are interactive guides the next superstars of user experience design?

    The worlds of user experience (UX), customer experience (CX), service design, even growth-hacking are littered with philosophies and sophistries on how to gain incremental, small percentage gains in user conversion and/or retention. Millions of dollars and hours are spent engaging and re-engaging experience architects to make features and products…
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  8. Digital products will always need customer education

    Everyone views the world differently, our perceived realities are not the same which means all of our customers have a different set of mental models. Mental models are people's internal representation of the world around us. They are formed by our past experiences, our knowledge and our intuition. And they…
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