What I learned from running a million metres in 2017

I’m not usually one for life changing New Year resolutions.  There are a few reasons for this, but the overriding one is that I can’t be bothered with them.  I’m not immune to self-improvement, but the whole concept of “it’s this year, so I’ll change that” doesn’t really appeal. That said, last year I set […]

Orange Customer Services: Unhelpful, Rude, Arrogant

Orange Customer Services are unhelpful, truculent, dishonest robots with no concept of customer care.  They’re not my favourite people at the moment.  In addition to the above, I’ve found them evasive, uninformed and unempowered, and the experiences I’ve had are of a team who are de-motivated to the point where they treat customers as an […]

Conversion Friendly Web Design

There was an interesting story on The Independent today that cited a study about how badly designed websites have cost businesses around £500 million in sales over the past 3 years.  At first glance, that’s a statistic that makes you think that the phones would be ringing off the hook at design agencies around the […]

Why Fake Reviews are a Bad Idea

Behavioural research is big business.  Every year, millions of pounds are invested in customer research ahead of product launches.  Focus groups, customer panels, beta tests are all used, and all have a place in the product development cycle. The more a business knows about how the market will react to their product, the better they […]

Abiding Themes 8 / Increasing Website Speed

Back in March when it was announced that Larry Page would be taking the reigns at Google as CEO there was an interesting profile about him in Wired Magazine that had a lot of focus on his obsession with measuring things.  Google itself has always been fast, eschewing flashy design in favour of functionality, and with […]