Paul Rouke Bio

I'm the user experience director at PRWD, and have 7 years commercial experience at Littlewoods Shop Direct. Delivering User Centered Design processes to improve systems and applications is what I do.

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PRWD

Usability and software development agency specialising in:

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Archive for the ‘eCRM’ Category

Kicking off Futuresonic 2008, my thoughts on Forethought by Four

Thursday, May 1st, 2008

Yesterday I attended the very engaging Forethought by Four event, part of the Future Culture series of events by Manchester Digital, the trade association for Manchester based digital and ICT companies.

This event was the kick-off for Futuresonic 2008, which is described on their site as:
“5 days and nights of live music, art premieres, exhibitions, club nights and events featuring a world-class programme of over 300 artists in 30 venues and spaces across the city centre. Futuresonic is an international festival of Art, Music and Ideas now in its 12th year occupying the orbits of both digital culture and music.”

Introducing Forethought by Four was Shaun Fensom, chairman of Manchester Digital, and he duly introduced the following 4 speakers:

  • Justin Hall - CEO, Gamelayers, and a founder of PMOG
  • Aleks Krotoski - blogger, columnist, podcaster, The Guardian
  • Matt Jones - Founder, Dopplr
  • Chris Heathcote - head of service & UI Portfolio for Nokia / anti-mega.com

Although all 4 speakers provided stimulating talks, with not a single bullet point in sight on each of their visually rich presentation slides, I was most engaged with the talks from Justin Hall and Matt Jones. Justin is a Founder of PMOG (Passive Multiplayer Online Game) which is, arguably, a model for the next stage in the evolution of web 2.0, and Matt the founder of Dopplr.

Timing is most definitely everything! - just a few seconds ago I received the beta invite for PMOG from Justin, who I chatted with at the end of the event (PMOG is currently in closed Beta with invite and queuing only). Thanks Justin!

Matt talked about the continual need for applications and services to allow people to upload personal information to the web, as a way of allowing us to share information with our friends and members of online communities. This he says makes information about us much more interesting when the data can be compared to other people around the globe or with similar characteristics and consumer habits.

Monitoring and Sharing Energy Consumption Data

Examples from Matt of uploading and sharing personal information and preferences were Last.fm and Muxtape, although Matt also talked about a new invention which sits in your home and monitors usage of all of a homes utilities (gas consumption, electricity usage, carbon emissions etc) with the ability then to upload this information to the web to allow you to see how you compare to other people and families in similar size houses as you. In turn this may identify ways in which you can adjust your day-to-day usage of utilities to be reduce carbon footprints and reduce energy bills.

What Now, Even More Social Networks?

Justin also talked about the vast amount of social media experiments being developed, pointing to the speed in which new prototypes can be pulled together and released for public consumption. An interesting idea to encourage usage of social networking sites is to offer rewards for people using networks, such as how Linked In provide you with a ‘Profile Completeness’ indicator, which just likes games provides encouragement to continually interact and add information onto the network in order to complete your online profile/persona.

With the amount of social media experiments and new social networks, Justin touched on user fatigue, with the classic case of having to input, yet again, your name, email, DOB, friends, contacts etc - the list goes on.. OpenId, although not directly mentioned in the talk, certainly is one great way to begin tackling some of this fatigue, and as expected PMOG provides this log-in facility.

New social networks will always have some users trying the service initially, but once that initial ‘buzz’ has gone its getting even more difficult to build sustainable, user rich social networks.

Information Overload - will any real work get done!?

Finally Justin mentioned Attent with Seriosity, an application which plans to address the information overload experienced particularly by corporate organisations - see how they describe the application:

Attentâ„¢ with Seriosâ„¢ tackles the increasing problem of information overload in corporate email using psychological and economic principles from successful multiplayer online games and market economics. Attent creates an economy with a scarce new currency (Serios) that enables users to signal the importance of their outgoing email by attaching value. Recipients can use the Serios received to prioritize their attention to messages, and in return use their Serios to assign appropriate weight to their responses. Attent also provides tools to analyze and manage communication patterns and information networks in the enterprise.

Finally, a quick mention to Aleks Krotoski talk, where she emphasised the importance of trust and customer engagement, in particular for e-commerce stores. This really struck a cord with me especially with the recent launch of our e-commerce platform, where trust and engagement have been two of the key areas addressed for launch and more importantly will be integral areas of focus as part of the continual evolution of the platform.

All being said this was a really interesting event put on by Manchester Digital - its just a shame the attendance wasn’t as strong as the panel and talks merited.

eCRM providing a great customer experience

Wednesday, April 18th, 2007

Ah the satisfaction of big businesses adopting simple new eCRM practises to improve the customer experience..

A few minutes ago I booked my car into my local Peugeot service department for an MOT. Requesting my registration number to check whether they had my details on record, the lady on the phone duly located my personal and car details from some work I had done earlier this year.

Confirming that I am OK to book in for 1st thing the following morning at 8.30am, I was a relieved man knowing that my MOT ran out on Monday and I’m currently driving round somewhat illegally (if only having got some beers for last nights Man Utd v Sheffield Utd game, but anyway I digress…)

At the end of the call I immediately headed to my Remember the Milk account to add this task in for the morning. No sooner had I clicked my Firefox tab containing my account I received a text message as follows:

Thankyou for booking your vehicle with us on 19/04/07 @ 8.30 Hrs. We look forward to seeing you. Kind Regards. Elton Peugeot Bury

What a simple yet satisfying piece of customer management - as I mentioned I have used them on other occasions this year and this is obviously a new facility within their customer management system when a job is booked in.

If I wasn’t already satsified with their telephone and face to face customer service (which for the record I am) this new method of customer contact is very pleasing to experience.

So there we are - joining the list of concert ticket ordering, event attending and other text message customer service events, car servicing from Elton Peugeot Garages in Bury is now using text messaging as part of their eCRM solution!

To summarise

As mobile use continues to grow and people use their devices for more than phonecalls and text messages, more businesses will adopt these more instant and personal customer relationship management systems. This will bring benefits to businesses and customers industry wide…