customer satisfaction

Amazon recently bought the famous online shoe company Zappos for nearly a billion dollars. What would Amazon want to do with a footwear e-commerce company? Especially since they are selling shoes themselves! Isn't this just plain cannibalism?

Jeff Bezos shed light into his thinking in a video sharing his four lessons learned while building Amazon... and which he follows religiously.  read more ...

Yesterday, I had the pleasure to attend a workshop organized by netprofiler, the market leader in web analytics in the Netherlands. The session about Tealeaf, a tool to improve online customer experience was particularly impressive.

Tealeaf captures and plays back all customer interactions with your life website. It allows you to see all issues and troubles visitors are experiencing. Each individual session can be identified and played back.  read more ...