The Hourly Model Doesn’t Work!

The hourly model (or daily rate) is the norm for most companies looking to interact with 3rd party companies. For years, it's seemed logical for most services that you pay for a certain amount of time from a company, and expect certain outcomes in that time. The hourly model is, however, extremely broken. Sentiment: Let's start with sentiment. An hourly model suggests...

Travel – What helps the buying process?

We're lucky enough to have worked with numerous clients within the travel industry over the years, and due to the presence of the World Travel Market Event this week we thought it would be worthwhile and helpful to highlight a couple of our test findings. Test Idea 1: Showing returning customers what they last viewed or searched for. This has proven to...

Re-align your perception

“Many of the truths we cling to depend greatly on our own point of view”   I have been working in the CRO industry for over 5 years now. An industry that’s seen enormous change with so many vendors coming and going (or being swallowed up by the giants). Some are rising and some falling, and some are changing their approach,...

Improving the “employee journey” is key to optimising the customer experience

I attended the Customer Experience Exchange for Financial Services a couple of weeks ago and had several in-depth conversations with executives responsible for customer experience. These were representatives from some of the largest banks and insurance companies in the U.S. Clearly, customer experience is top of mind for these companies and is considered a cross-functional discipline that sometimes is owned...

Website Testing to Maximise ROI

  Travel writer Harvey Chipkin wrote in MediaPost today about the importance of testing web sites frequently to ensure their maximum potential. He highlighted the experience of Italian airline Alitalia, a Webtrends Optimize customer, as a successful example. Here are highlights from the article:  “When it comes to websites – no matter the platform or device – looks count. It shouldn’t be...