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  • be majority shareholders of the expanded business whilst Flow s owner Meriel Lenfestey will join the shareholder board of Foolproof Peter Ballard Joint Managing Partner of Foolproof said After eight years of successful organic growth and fresh from our best ever year joining forces with Flow will take the business to a completely new level It will help us capitalise on the clear trend for UX insight and customer driven innovation to sit right at the heart of clients decision making processes which gives us a key strategic role within their businesses This hugely exciting move will make us Europe s biggest UX agency and gives us the capabilities and critical mass to become a truly global force in the digital experience design space Meriel Lenfestey Founder and CEO of Flow commented Combining two successful experience design businesses delivers a great result for the clients staff and shareholders of both companies This has very much been reflected in the positive feedback we ve already received This is very much a move for growth Our greater capacity means we can continue to deliver the very highest levels of quality in experience design support to our clients while ensuring that we also capitalise on the many new business opportunities currently coming our way both in the UK and from overseas There are not expected to be any job losses as a result of the deal in fact the continued high demand for insight driven design expertise means that there are immediate vacancies within the account management and UX consultancy teams 5 5m annual turnover would have placed the combined business within the top 50 UK digital agencies based on the latest New Media Age league table 0 0 0 0 Related content Here s a selection of other articles you may like

    Original URL path: http://www.foolproof.co.uk/thinking/foolproof-and-flow-get-together/ (2016-02-14)
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  • on how consumers acted once they d compared prices by mobile with 40 saying they bought elsewhere as a direct result of showrooming Research highlights included 24 of all UK shoppers showroomed in the lead up to Xmas 2012 40 of showroomers or 1 in 10 of all shoppers say they bought items from a competitor either in store or online after comparing prices via their mobile when visiting a store 39 of 18 39 year olds surveyed said that they actively engaged in showrooming over the Xmas period compared to just 18 of shoppers over the age of 40 A 10 sales leakage from showrooming activities would have meant that around 500m of sales were switched between retailers in the final weekend before Xmas alone Over 20 of people say they went into a store just to check out something they planned to buy online Our research uncovers the true impact of showrooming on the UK High Street over the Christmas period It shows that 1 in 10 shoppers switched purchases from one retailer to another as a direct result of showrooming Or put another way half a billion pounds of business walked out of the door to a competitor The age profile data is especially interesting with younger more smart phone savvy shoppers being far more active showroomers than the older generation This suggests that showrooming is here to stay and set to grow The High Street needs to find ways of accommodating and embracing showrooming as part of the modern day shopping process Actions can range from price matching policies offering a checkout and delivery experience that is slicker than going elsewhere and better integration of their online and offline customer experiences Based on British Retail Consortium data of 5bn spent High Street spending over weekend before

    Original URL path: http://www.foolproof.co.uk/thinking/the-true-impact-of-showrooming/ (2016-02-14)
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  • London 2012 ticketing whitepaper | Foolproof
    the initial barrage of applications with only minor availability issues but fell short of creating a real Olympic experience The ballot system for application is a really good idea It creates a six week window for thinking planning and applying But what the site doesn t provide is rich information resources to allow you to make the most of this Also the messages on the site don t draw attention to the fact that you ve got the ability to chop and change your application right up until the 26th April Download London 2012 ticketing whitepaper pdf Authors Tom Wood Meriel Lenfestey John Waterworth What do you think 0 0 0 0 Leave your comment Please choose the triangle to prove you are human Send comment Some related insights How the online service environment can deliver customer value Getting customers to engage in online self service is an obvious route to cost reduction for most businesses But by getting the offering right the online service environment can be something which delivers real customer value increasing loyalty and even winning advocacy Trailblazing in online customer service By Ray McCune Tags Consumer retail Travel leisure How the online service environment can deliver

    Original URL path: http://www.foolproof.co.uk/thinking/london-2012-ticketing/ (2016-02-14)
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  • opening of Burberry s flag ship stores in China and Paris ticked all the right boxes transforming the luxury events into an immersive experience Live streaming through social media allowed the brand to share the experience of augmented reality meets fashion show with fans worldwide The structure and delivery of the event made viewers feel involved and part of something big dunhill dunhill the iconic British menswear brand is spearheading the creativity of augmented reality through Aurasma s AR lite app downloaded by more than one million iPhone and iPad users to date The partnership aimed to bring dunhill s latest collections to life using augmented reality dunhill s Voice Campaign can now be transformed into moving images and a transactional platform captivating and exciting customer s worldwide and as a result driving sales since its launch Tissot Tissot enabled shoppers to try on their luxury watches virtually via Selfridges and Harrods windows in London creating a great deal of spectacle and PR for the brand The augmented reality campaign ran for two weeks During this period sales increased by 85 and their YouTube channel received 44 000 hits The brand experienced a 600 increase in PR generated press coverage vs previous traditional PR campaigns Richer experiences and reduced friction As Tom pointed out in his presentation these technologies can create richer experiences and reduce friction for consumers if done well These examples demonstrate the importance of creating a buzz To be successful digital content needs to offer something worth sharing Stories and experiences have immense chat value and give valuable social currency to people who can access it and share it The examples above highlight that new technologies are taking digital marketing strategies to a more sensory immediate attuned level perfect for a generation of avid consumers of a

    Original URL path: http://www.foolproof.co.uk/thinking/emerging-technologies-meets-luxury-brands/ (2016-02-14)
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  • Or was it perhaps the IKEA employee that helped you measure for your new kitchen after you dropped your twins off at the crèche Technology does however have a place in store As Burberry has shown it can heighten the senses aid cross sale and build customer affinity for the brand From an operational perspective Kate Spade has used iPads to create point of sale anywhere in store and manage inventory in a much smarter way Additionally allowing customers to browse additional stock does increase dwell time in their shops which although small are being engineered to maximise efficiency Social is also popping up in places like Nordstrom where top pinned items on Pinterest are at the forefront of their merchandising strategy no gadgets required In the future this data may even influence the buying team s strategy leading to internal optimisation from social data collection I m looking forward to the results of the 3 month trial at 13 of Nordstrom s locations Moving from managing a store to managing a contextual customer experience means constant optimisation but physical retail isn t a web property where arguably this is an easier practice And the variables are many multiple locations merchandising strategy long leases transient staff and supply chain management How do we create agile retail That was a question I posed to Sueiras who responded with a prediction for bricks and mortar shops everywhere fewer bigger better Brands must create select temples for their products and services which turn into the ultimate customer experience for that brand But this process does take time when you consider long leases at many locations as well as the potential for jobs to be lost with the reduction of stores It can also mean more responsibility for sales employees as brand ambassadors and

    Original URL path: http://www.foolproof.co.uk/thinking/innovating-for-agile-retail-the-drum-live/ (2016-02-14)
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  • engage and serve their customers in new and meaningful ways across a broad range of touch points The future of convenient shopping click and collect One of the success stories for retailers has been the trial of click and collect services Argos boss John Walden believes collect in store will be bigger than home delivery by 2015 and account for 20 of all sales John Lewis also expect a third of their online sales to be click and collect in two years time Andy Clarke reported that 5 of ASDA s online orders are already click and collect and later this year they will roll this model out to dedicated pick up points making use of cheaper retail estate such as petrol stations and garage forecourts He coined the phrase convenient shopping rather than convenience shopping which I heard repeated in the coffee breaks throughout the day Changing face of retail spaces One of the more long term structural trends in retail is how changing shopping habits are impacting the use of retail estate Empty shops on the high street and the over supply of out of town supermarkets this is a problem for retailers large and small We re going to see retail and leisure activities merge over the next few years Look for coffee shop and restaurant franchises taking space in the large supermarkets and entertainment offerings such as laser zones and health spas taking empty spaces in the malls Stores will also change The advent of the guide store concept will grow These are stores where the emphasis is on allowing consumers to interact with products in an environment that provides less sales pressure and more assisted discovery of what is on offer The integration of digital and the benefits of home delivery or click and collect means less store space is needed for holding stock and more space will be given to creating a better branded customer experience Engagement and personalisation are important aspects of this and we will see a growth in personal shopping experiences and tailored offers From shop assistant to personal guide To man the stores of the futures service culture has to adapt Shop assistants are going to have to learn new service skills to become guides advisors and personal shoppers Customers coming to stores have often done their homework and know as much about the relative features and benefits of the products on sale as the store staff If they just wanted to make a purchase they d go online By coming to the store they automatically expect a higher level of personal service they may be looking for tailored recommendations based on their own individual needs Studies show that consumers who have received assistance in store spend up to 30 more In an age where a similar product may only be a click and collect away personal service and a sense of having received a premium experience may be the difference between getting the sale or the customer walking away

    Original URL path: http://www.foolproof.co.uk/thinking/thoughts-from-retail-week-live/ (2016-02-14)
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  • About us Domino s invests in digital experience by Foolproof 05 Mar 2013 Great to see one of our clients in the news following Domino s Pizza Chief Executive Lance Batchelor speaking of his aims to digitise the Group Both The Times and The Drum reported on the story noting an in increase in online and mobile generated sales Online sales accounted for over half of its deliveries 55 7 and nearly a fifth 19 7 made through a mobile device double the rate in 2011 As Domino s Experience Design partner we re delighted to be working alongside such a forward thinking team during such an exciting period of change as they bring customers into the design process for their digital platforms in the UK and overseas 0 0 0 0 Related content Here s a selection of other articles you may like from the frontiers of user experience or view all in Thinking eBay importance of design for improving CX By Peter Ballard Emerging technologies meets luxury brands By Lauren Coleman Designing for the online haggle By Peter Ballard Consumer retail 0 0 0 0 What do you think Leave your comment Please choose the triangle to prove

    Original URL path: http://www.foolproof.co.uk/thinking/dominos-invests-in-digital-experience/ (2016-02-14)
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  • offers to win customer affection and sales But as it makes purchasing clothing online more accessible it s at the cost of a more accessible return and lost revenue The customer benefit of free shipping and returns is now almost expected but doesn t solve the issue of fit With users ordering two to three sizes to try and find their best option retailers are seeking to scale down returns and facilitate users getting it right the first time Finding the perfect fit One of the best ways to reduce your return rate is to improve the initial buying experience and there are a handful of forward thinking retailers trying out solutions Fits me Fitiquette MyShape Metail and even an initiative at the London College of Fashion to create Body Recognition software for the online shopping arena are a few examples MyShape and Fits me both offer users options to measure themselves update form fields and slide bars back and forth until they ve gotten a digital model in their image Metail uses both measurement and photographs to create a MeModel replica of the user on screen and has been used by Tesco most recently The London College of Fashion s solution is along these lines as well requiring a photo of a user in their underwear and their height which then renders into a digital version of the shopper Adapting the online shopping experience The issue is that even with these solutions a user must find a measuring tape snap a photo share a half naked picture and or go through quite a long form process Even if the user passes through these barriers to engagement the fit might not always be exact and the tactile experience is lost This can lead to abandonment and in some cases brand

    Original URL path: http://www.foolproof.co.uk/thinking/investing-in-a-digital-shopping-experience-that-fits/ (2016-02-14)
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