Barnet Council’s garden-waste page appears to have told residents waiting for stickers to email its recycling team. In this case, when that route was used, the automated reply said the inbox wasn’t monitored. It’s a...
Category - Reachability
Reachability and Contactability Online and how this is impacted by changes in organisational and consumer culture
Peter Friedman
Why We’re launching the Customer Support Black Hole Survey
We’ve just launched a new survey into customer support failures because existing research has made one thing very clear: responsiveness matters. But it has also left one major question unanswered – what...
Gabriel Fitzpatrick
ComplianceCXEmailImpact of AIInsightsReachabilityRepliesReputational harmResponsivenessRevenue Leakage
The Perception Gap Is Really a Reply Gap
Why poor digital experiences are pushing customers away – and what responsiveness research tells us to do about it A third of customers switched brands in the past year because of poor digital experiences...
Why Users Despise Your Contact Form
If you want to understand why users despise contact forms, you have to look at them through the lens of effort and control. From an organizational standpoint, the contact form is a defence mechanism. It exists to...
CompetitivenessComplianceCRMCXEmailImpact of AIInsightsReachabilityRegulationRepliesReputational harm
What on Earth Is This Universal Commerce Thing? Why haven’t I even heard of it?
Universal Commerce Protocol: The Background and the Bigger Implication Why This |Matters Now Digital commerce is changing because customers are no longer always navigating websites themselves. Increasingly, AI...
No Email Address on That Profile Page: Why Reachability Still Matters
When a Visitor Is Ready to Talk, Don’t Slow Them Down Many organisations invest heavily in staff profile pages, service pages, search visibility, thought leadership, and digital marketing. Yet one small design choice...
