As published on SmartCompany, Wednesday 1 February 2012.

How many of you have said to yourself while waiting on a call for a service operator or struggling with an online purchase process, “Why I am persisting with this?” Did you opt-out or was the reason too great to persist with the struggle?

How many of you have walked past a cafe with a long queue for your morning coffee and kept on walking? If two in three prospective customers kept walking because they didn’t have the time to wait, would the potential returns justify a rethink to your staffing and shop design?

London, 26 January 2012

Home and Motor Insurers first to benefit from pioneering study providing the deepest customer experience insight.

Global Reviews, the world’sleading provider of advanced online customer experience insights, today launches its 4CE Website Benchmark study, the first ever four-dimensional online customer experience benchmark in the UK. British motor and home insurance providers will be the first beneficiaries of the first 4CE Benchmark study when the first truly four-dimensional research results are published in March 2012.

As published on SmartCompany, Friday 11 November 2011.

Much has been said about the life of Steve Jobs. Speaking to friends, family and colleagues recently, our lives could have been very different without his vision and persistence to delivering amazing customer experiences.

A useful infographic created by Outrider Australia from our latest research into the online shopping behaviour of Australian consumers.

12pm, 7 September 2011

Amidst retailer uncertainty and predictions that a renewed global recession could be on its way, new data into the purchasing behaviour of Australians was revealed this morning at the Australian Interactive Media Industry Association’s (AIMIA) 'Online retail: Brand engagement in a multi-channel environment' Forum in Sydney.

As published on SmartCompany, Tuesday 14 June 2011.

We've all joked about the impractical notion of life without customers. Imagine it, it'd be super not having to deal with constant questions, complaints, rudeness and slow payments. We could say "so long" to our investments in marketing, better systems and the constant challenge in creating engaging consumer environments. We'd be able to spend time on doing the things we think are more important. You know like, well, hmm...

The undeniable fact is that whether we like it or not, our ability to attract, influence, convert and retain customers need to be at the forefront of our business strategies – top down and bottom up.

Global Reviews publishes the Customer Experience (CE) Index, the leaderboard of customer experience excellence.

Top performers from within an industry's CE Index will be recognised in the media and via an annual awards program.

As published on SmartCompany, Thursday 21 April 2011.

How often do we let days and weeks go by without spending time listening to our customers? I am not talking about standard transactional exchanges, I mean a real chat – getting answers to the important questions.

Recent changes in UK student fees mean it is more important than ever for universities to maximise the customer experience on their website to appeal to more students and demonstrate that they are worth the fees they charge.

Global Reviews has been benchmarking the online customer experience of universities in Australia and America for the last 10 years and has therefore decided to bring its ‘Competitor Benchmark of Universities’ to the UK.

As published on SmartCompany, Tuesday 29 March 2011.

There are few things more important in your cross-channel marketing efforts than to get your online customer experience right.

At Global Reviews we are regularly asked to conduct studies on how customers search for different products and services online. When we observe hundreds of customers at once we can draw strong conclusions about the winners and losers, or put another way, who gets the traffic and who doesn't, and importantly why.