Category Archives: Online

For the Perfect Lesson in How to Engage on Facebook, Take a Tip from Your Friends

Any company worth a mention is ‘doing’ social media, but are too many embracing the word ‘media’ and ignoring the ‘social’ bit? But it’s the ‘social’ that gets the engagement. It’s like that dull bloke at the party that does … Continue reading




Posted in Blog, Online | Tagged customer appeal, customer centric, customer engagement, emotional drivers, facebook engagement, facebook fans, Net Promoter Score, NPS, social media engagement, social media marketing, the death of broadcast marketing | Leave a comment

Hurrah! A Pop Up That Doesn’t Destroy the Customer Experience!

You know that feeling you get when you’re rushing somewhere.  Those times when you know exactly where you need to be and why you’re going there – Then suddenly someone steps right into your path and stops you dead.  Annoying … Continue reading




Posted in Blog, Online | Tagged advertising, customer experience, customer journey, pop up boxes, website marketing | Leave a comment

Are You Looking at Your Online Customer Journey From All Angles?

Last week I was asked by an Australian cosmetics company to review their online customer journey. They understood that it’s not just about usability, links and processes.  They realised that there’s an often overlooked perspective – the engagement one. All … Continue reading




Posted in Blog, Online | Tagged cosmetics, customer appeal, customer expectations, customer experience, customer journey, emotional drivers, Net Promoter Score, NPS, online engagement, online marketing, usability | Leave a comment