Customer Experience

If you are one of the world’s 450 million mobile internet users, you’ll already know that are two primary methods of accessing online content from your mobile phone, smartphone or other wireless device – mobile websites and mobile applications. Read more…

As mobile penetration increases and sophisticated handheld platforms mature and develop it’s extremely interesting to study the impact of trends in consuming published content, and how printed media is adapting to changing times.

As we went to press this week, we awaited the imminent release of a long-awaited new iPad device from Apple. This will join existing published content consuming devices available in the UK which include Apple’s own iPhone, the Sony eReader and the Amazon Kindle in vying for the eyes of readers worldwide. Read more…

It’s coming up to 9 months since I got an eReader and in that time barely a month has gone by without a new development in either the eBook or eReader space. I have been watching these developments with interest – recent events to note are the UK Kindle release and the growing dominance of applications (apps) to both sell and display eBooks. Read more…

London, UK, 18 January 2010 – Foviance, the experts in multi-channel customer experience, are taking part in London’s second annual Vertical Rush in aid of housing charity Shelter. Foviance has supported Shelter for a number of years and in the spirit of keeping fit in the New Year, members of staff are preparing for the 920 step run up Tower 42 on February 25th.

Foviance will be running alongside famous faces such as businessman and Dragon’s Den star Duncan Bannatyne, in an attempt to climb 42 floors of London’s tallest building in the city in less than 10 minutes.

Foviance team captain, Adam Hardy said “Each member of our team is fit and active, but stair climbing is notoriously gruelling and none of us know quite how our bodies will react on the day! But we’re relishing the challenge and hope that we can make a considerable contribution towards shelter’s fundraising target of £250,000.”
Sponsor Team Foviance

About Shelter

Shelter is a charity that works to alleviate the distress caused by homelessness and bad housing.
This is done by giving advice, information and advocacy to people in housing need, and by campaigning for lasting political change to end the housing crisis for good. Shelter provides confidential help to people with all kinds of housing problems, tackling the root causes of bad housing by lobbying government and local authorities for new laws and policies, and more investment, to improve the lives of homeless and badly housed people.

Influential campaigns bring aspects of bad housing to the attention of the media and the public, helping to fight for solutions. Shelter also works in conjunction with the housing sector to promote good practice, publish reports, and deliver professional training.

London, UK, 13 January 2010 – Foviance, the experts in multi-channel customer experience, were appointed in October 2009 by lowcostholidays.com to evaluate the user experience of their website, ensuring their position as key differentiators in the Travel industry.lowcostholidays.com had conducted research with Foviance in the past and the further opportunities for improvement identified through the latest round proved the benefits of regular interactive testing for enhanced website performance. The direct influence and importance of the design recommendations made was immediately evident by measuring the impact of changes to key areas of the site. Read more…

lowcostholidays.com aims to provide the best value holidays on the web and deliver quality service to all their customers. They continuously measure the effectiveness of their website, monitoring and enhancing the customer experience. With so much competition in this sector, holiday websites have to be fast, logical and easy to use.

lowcostholidays.com’s successful relationship with Customer Experience consultancy Foviance, led them to engage in their services again. Foviance replicated test setup for lowcostholidays.com’s website and used the previous findings as a basis for a new usability evaluation. This proved to be a perfect example of the benefits of interactive testing.

Download full lowcostholidays.com case study (389 KB)

Foviance survey reveals that 44% of people don’t buy online because they want to physically see the product and asks what retailers are doing to provide a joined up experience.

London, UK, 9 December 2009 – Foviance, the expert in cross-channel customer experience, carried out a survey in the autumn of 2009 and found that 44% of people don’t buy online as they want to physically see the product. In addition, a further 18% cited the cost of delivery as a barrier to online shopping. Read more…

Even during recessionary times, the value of online transactions continues to increase. However, in a recent study carried out by Foviance, 44% of people surveyed said they didn’t buy online because they wanted to physically see the product. A further 18% cited the cost of delivery as a barrier to online shopping.

This white paper provides insight from over 100 respondents, into the buying habits and behaviours in the run up to the busiest time of year for retailers.  We probed respondents to understand their motivations, the barriers they are confronted with, and examples of best and worst websites that exist.

This paper highlights that customers are already using multiple channels as part of their purchase process dependent on what it is they are buying and the information provided at the various touch points. By enhancing the cross-channel customer experience, retailers can diminish the impact of the main barriers to conversion.