Knowing the differences between the pandemic and the 2008 GFC helps drive change. GFC was a "balance sheet" recession, affecting consumer and business buying. The cure was clear. COVID19 has decimated supply chains causing buying suppression and has no known cure.

Understand how COVID19 has turned the B2B model upside down and what needs to change for this business type to survive and thrive commaconsulting.com.au/artic…

Interviewing customers does not work when trying to improve online experiences - learn why... commaconsulting.com.au/artic…

Instagram has introduced "Question Stickers" to allow brands to ask questions of their community. The example in the graphic is a fashion brand responding to a question with shoppable solutions. @L2_Digital l2inc.com/daily-insights/ask…

0% of Australian retailers are delivering amazing online experiences. Forrester has completed their “Global Customer Experience Trends 2017” research creating"experience rankings".

Thanks to the Econsultancy team in publishing my research on how business processes and behind the scenes activities contribute to creating amazing online experiences. xitter.cf/Econsultancy/status/10…

My new book, "Homepage Best Practice" is now available to purchase and has been created to educate the business community and share successes. Improving online experiences requires precise changes. This book provides the instructional detail required. powerretail.com.au/product/h…

Net-A-Porter's, online magazine titled "Porter" is a great example of content and commerce coming together. Consumers can be inspired and purchase from within the article, resulting in 6% of desktop traffic heading to Net-A-Porter from this source.

Creating loyalty programs from the needs of customers. DSW (Design Shoe Warehouse) surveyed thousands in their database and found their female customers have shoes that are more than 12 years old!! They offered loyalty points to members who brought in their old shoes.

The 7 benefits of creating descriptive product titles and how this contributes to creating amazing online experiences. commaconsulting.co.nz/articl…

Focus on "system status" to creating amazing online experiences. This is the act of the eCommerce platform to update the consumer on an action they took! How many times have you clicked on a button and sat there waiting for something to visually happen? Don't be subtle!

Greg Randall helping Barclaycard to create research on what's required to create amazing checkout experiences. It is the job of the retailer to create frictionless payment experiences. This research provides great stats and many answers. commaconsulting.co.nz/articl…

Two thirds of total search volume for personal care categories are unbranded. The power of brand equity as a customer acquisition device is quickly diminishing. Brands can no longer pay for equity, they have to earn it. @L2_Digital l2inc.com/daily-insights/ing…

The devil is in the detail! Creating amazing online experiences never comes from a single broad concept. It is the detail driven implementation that drives experience success. To execute digital transformations requires over 1,000 micro changes to lift online performance.

"It’s no longer the big fish eating the little fish, it’s the fast fish eating the slow fish" Great saying by Bryan Eisenberg @TheGrok when discussing the act of digital transformation and the need to fix business architecture to create amazing online experiences.

While working with one of my large Australian clients today, I found this sign on my (temporary) desk! I never seek out "high fives" or praise, but receiving these great positive messages is what makes my career meaningful. It's why I love my job and work every day of the week!

Brands who post UGC (user generated content such as reviews) in their social channels gain a 14% lift in engagement. This content is powerful "Social Food"!!! Even starting to collect reviews and post certain comments with links to product or more content, is a great start.

Annoying online ads PROVEN to degrade online experiences and long term customer loyalty. Great study done by Pandora on the impacts of exposing consumers to online advertising.More advertising equals less listening and more subscriptions being terminated. nngroup.com/articles/annoyin…