JUMP – The Multi-channel user experience – October 13, 2010
Foviance is proudly sponsoring Econsultancy’s one-day conference dedicated to helping you and your team be the best you possibly can. There will be 40 international experts and the brightest minds in on and offline marketing on Wednesday 13th October at Old Billingsgate, London.
JUMP 2010 will focus on how we can make our marketing more effective by having a joined up approach.
Foviance’s Paul Blunden will be presenting research findings on the Multi-channel user experience.
Web Analytics Association Appoints UK Country Manager
8th April 2010, London: The Web Analytics Association, the world-wide web analytics professional and standards body, has appointed Matthew Bragg, a Key Account Director at cross-channel customer experience consultancy Foviance, to be it’s UK Country Manager. Bragg, who is well known in the UK web analytics community was offered the influential role in order to raise the profile of the WAA in the UK and to champion the benefits of web analytics to a wider community. Currently working as a Key Account Director for Foviance, Bragg assists a number of big name UK brands to maintain a consistent customer experience and get the most out of their web analytics systems. He is looking forward to the extra challenge of helping to run the WAA operation in the UK. Read more…
Why cross-channel experience matters
It’s surprising how long it took Selfridges to release a fully transactional website. Being a representative of the pinnacle of London fashion they must have missed out on years of full online shopping baskets, not launching their transactional site till 2010, but relax – now it has arrived! Read more…
From East to West, customer experience is best
London, UK, 25 March 2010 – Customer Experience matters worldwide, and Foviance is extending their expertise into Asia
Foviance, a leading UK cross-channel customer experience consultancy, announces it has opened its first China office in Shanghai “Foviance Asia”.
The Shanghai office is the first international office for Foviance and represents the starting point for their international expansion plans. The company already carries out customer research in Asia for a number of global brands including Dell and Nokia from its London head quarters and believes having a physical presence will enhance their capabilities to support clients. Read more…
Welcome to the Foviance Newsletter: March 2010
Welcome to the Foviance ‘crossing the channels of experience’ March newsletter. I have taken over as editor this month, as sadly Marty has decided to leave Foviance after nine years. Marty is leaving the life of consultancy to set up a new online venture and we wish him the very best of luck and success.
In this issue we focus on cross-channel customer experience. I relay my own experiences from a recent practical master class with a number of senior marketers, Sean shares his views on information visualisation, Adam points the way ahead for mapping experience, while Guy rises to the challenge of cross-channel measurement.
If you enjoyed this latest newsletter, you might also enjoy reading and commenting on some of our consultants’ thoughts and opinions on our regularly updated blog page.
I would be very interested to hear from you directly with any feedback.
Paul
Paul Blunden, CEO, Foviance
In this issue:
Mapping the experience
The User Experience Design team here at Foviance is evangelical about taking a holistic approach to design. Because we are increasingly engaged in projects that span multiple channels, a holistic approach enables us to understand the wider context in which a particular project sits. Understanding how and why people move between channels during their interaction with an organisation allows us to identify pain points, overlaps and opportunities for improvements or efficiencies. The big picture view of a problem allows us to spot and tackle causes rather than symptoms that may be manifesting themselves in individual channels. Read more…
Conquering cross-channel customer measurement
The challenge of understanding how customers engage across multiple channels is the ‘Everest’ of measuring customer behaviour.
Just think for a moment how complex modern business channels have become. What we now think of as a traditional transactional business would have a single real-world store-front. A customer would come in and buy products or services, the business owner would talk to them in an attempt to understand their needs, and they would leave. Perhaps the experience next time would be slightly more tailored to their liking based on that conversation. Today a customer may still walk in to a store, but they would just as likely order online, or via a call centre. That’s three different channels without thinking too deeply about it, and as Paul mentions in his article, if we think about touch points there are hundreds. And how does that business owner now know how many of its online customers also use the call centre or the store? How many store customers checked stock online or usually prefer to use the call centre? Read more…
It’s official, I’m a traditionalist
By Katie Buchanan
As a User Experience Consultant I spend a lot of my time designing websites and understanding the value and impact that the Internet has on people’s lives; how they interact with brands and services, shop online, communicate online, and bank online. A personal experience recently has reminded me of participants in my various forms of research over the years; why they and now realising why I, are traditionalists at heart. Read more…