Articles by Julian Chu

Part 1 of this series explores principles that should be applied to online customer experience strategy development. This second part discusses the most important tactical principles to follow when re-designing your site and provide specific examples of ways they are used on e-commerce sites today Research has shown that the three most important fa...

The retail marketplace has become intensely competitive, as retailers increasingly compete across traditional segment boundaries, brands expand their direct-to-consumer channels, and consumers exercise their growing power to seek out the best value for their dollar. In addition, consumer expectations are on the rise, as they continue to have rich and immersive experiences elsewhere on the Web. In the e-commerce world, retailers must ensure that they are delivering differentiated and satisfying customer shopping experiences to attract and retain customers...