There is broad agreement, growing over the past decade, about the importance of improving and enhancing the experience of customers with companies, their brands, products or services. The journeys customers undergo, from shopping and purchasing through on-going service and support, should be streamlined and facilitated to make customer experiences more friendly and productive. It is… Read More
Drivers of Sharing More Personal Information on Smartphones
There must be something special about the relationship of consumers with their smartphones — they feel so close to the smartphone and confident in it that they are willing to disclose more personal and even intimate information in interactions on the device. Shiri Melumad and Robert Meyer, professors of marketing at the Wharton School in… Read More
A Psychological Framework for Website Design and Usability
Usability of websites may ascribe to the ease in which visitors can navigate and find helpful information through website pages and perform tasks successfully on the website; the visual design of webpages can determine the ease, convenience, as well as pleasure, of reading text, viewing images, interacting, and getting overall self-oriented on each page visited.… Read More
Getting the Balance of Customer-Company Effort Right
One of the more frustrating experiences for a customer occurs when he or she is working hard to try resolve a problem in using a product or service of a company, while seeing that the company is doing only little to help. More and above the time and effort that the customer reluctantly has to… Read More
Recording Open-Ended Answers in Video
A new capability has been added to consumer and customer surveys in the past few years: Capturing the answers of respondents to open-ended questions in video, recorded in particular by a respondent on his or her mobile phone in selfie-mode. For many users of smartphones it should come as a natural and instinctive way to… Read More
Consumer / Shopper / Customer Behaviour 