I help ecommerce and digital service businesses improve customer experience and grow revenue through data-led behavioural analysis. With more than 25 years working across design, development and digital strategy, I specialise in understanding how customers actually use websites and turning those insights into practical improvements that increase conversion, engagement and business performance. Read more.
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What we learn when watching real customer behaviour
There is a point in most ecommerce conversations where the tone begins to shift. Up…
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Why customers rarely follow the journey businesses design
Most ecommerce websites are built around a familiar structure. A homepage introduces the brand. From…
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Why knowing your customer’s age isn’t the same as understanding them
When I ask leadership teams who their customer is, I usually receive a confident and…
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What e-commerce leaders don’t see between performance reviews
If you want to understand how an ecommerce business is really performing, you can’t just…
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What we miss when e-commerce performance is reviewed once a month
Don’y get me wrong… Monthly performance reviews are comforting. They give leadership teams structure. A…
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Why sales numbers can give leaders false confidence in e-commerce
Most leadership teams can tell you yesterday’s revenue, possibly last month’s conversion rate, and whether…