Practical advice for educating employees about your eCommerce platform

By Bob Williams, Leave a comment | Posted February 3rd, 2012 in Customer Focus, eCommerce

There are two groups of people in your eCommerce organization that are on the front-line of dealing directly with customers each day: the help desk and the call center.  Yet when we think about the software development release cycle, it’s easy to focus all of our attention on the planning, development, and testing cycles for [...]

Communicating go-live deployments

By Bob Williams, Leave a comment | Posted July 30th, 2011 in Customer Focus, eCommerce

The work of eCommerce deployments doesn’t end with go-live sign-off. If you work with eCommerce platforms then you know the happiness of after go-live deployments. The actual events of go-live deployments can be an adventure when unplanned events ‘happen’. But the work doesn’t end with the final sign-off and completion of the deployment plan.

There [...]

Customer focused eCommerce: Return Policy

By Bob Williams, One comment | Posted December 5th, 2008 in Customer Focus, eCommerce, internet marketing

I recently made a return to Costco for a misbehaving GPS unit.  My experience was made easy in large part because of Costco’s friendly return policy.  The store clerk didn’t give me a hard time or ask me any detailed questions.  I didn’t even need to fill out a form.

But the real find in [...]

Customer focused eCommerce: Find and Flow

By Bob Williams, Leave a comment | Posted November 28th, 2008 in Customer Focus, eCommerce

Much of my working life has revolved around eCommerce sites.  I’m both a practitioner and a customer and I look for patterns and features of a site that add value and utility to the customer experience.  I was thinking about a few of my “lessons learned” over the past several years after I went through [...]