My story of a really bad customer experience with Halifax.

An early look at what the Digital Britain report means for marketing and public relations in the public sector.

What does the outside of a business say about what goes on inside?

Quote of the day from Gavin Hilton (Planning Director, WWAV Rapp Collins)

A round-up of statistics, analysis and research that I spotted this week.

A round-up of statistics, analysis and research that I spotted this week.

Considering how market segmentation and user personas can work together to improve the effectiveness of marketing activity.

TalkTalk’s upgrade to my broadband service and help when my router wouldn’t connect left much to be desired. Google to the rescue…

I’ve had my own website at www.simonwakeman.com since 2001. Until January 2006 it featured basic information about me and not a lot else. Over the past twelve months that’s definitely changed.

My thoughts on how you can differentiate yourself through customer experience, and how this links with marketing and public relations.

The new Medway Primary Care Trust (PCT) website has just launched. The site was designed and build by the team at Netsite, and I acted as website consultant for the folks at the PCT.

Designing customer processes to trigger desired emotional reactions is a key way of differentiating your product or service from its competitors. This is particularly true online where the differentiator of personal service doesn’t come into play.

Meryl K Evans has a new ChangeThis manifesto published called Five Quick Tips to Building a Better Blog.

On holiday we rented a holiday property that was a good example of how a great customer experience can differentiate a product or service from its competitors.

Before I buy online from an site I haven’t purchased from before I usually do a Google search on the site name and the term “complaints”. But this time I got caught out.

Some thoughts about marketing and the customer experience and how marketers can benefit from the customer experience approach.