The data opportunity for retailers this Christmas

With Christmas just weeks away, December will be one of the busiest and most high pressure time of year for most retailers.  

Obvious? Yes. But today’s customer expectations are rising and so are the stakes for brands to deliver a consistently positive customer experience, even during peak times. 

The retailers that succeed will inspire customer loyalty and confidence, establishing relationships that will continue long after the tree has been put away. 

Take Christmas grocery shopping as an example. We...

By James Eiloart, 02 December 2016, 0 comments. Categories: Customer Experience.

Five emerging customer service trends and what to do about them


The customer service arena is undergoing an enormous shift. Digital transformation, and the widespread availability of new technologies, is rapidly changing the way customers and companies interact.

Indeed, for many successful brands, customer service has gone from being an afterthought or IT issue to a central part of the company’s strategy and offering. 

Here, we take a look at five emerging trends: 

1. Shifting customer priorities and expectations

While most brands know that...

By Nick Duggan, 02 December 2016, 0 comments. Categories: Customer Experience.

How a new measurement approach can help identify the best customers

When 81% of people have smartphones, and one third are mobile-only, it’s safe to say that the audience for content on the move and apps has grown. The data tells us that 86% of smartphone owners are regular users: accessing mobile apps every day.

This behaviour heightens the importance for content providers, app publishers, and advertisers to more closely monitor consumer mobile usage patterns every day.

Many companies are finding that traditional audience measurement services are grossly lacking for...

By Michael Read, 16 November 2016, 0 comments. Categories: Customer Experience, Data Science.

Why CGC is key to a successful marketing strategy


In 2013, we launched the EGO POWER+ line of 56V Lithium-Ion lawn and garden products in a crowded and competitive market.

Partnering with the largest home improvement retailer in the field, we set out to quickly establish EGO as a serious alternative to more established, traditional gas-powered equipment brands.

Today’s consumers are tech-savvy and want to be informed when it comes to high-consideration products like lawn and garden equipment. Consumers research products in multiple...

By Joe Turoff, 16 November 2016, 0 comments. Categories: Content Marketing, Customer Experience.

Smart and connected TVs: What are the opportunities for marketers?


Since the advent of the first TV sets in the 1930s that brought the cinema experience to the comfort of home, our relationship with television has undergone huge shifts.

Following the introduction of colour TV, the development of numerous channels with cable and satellite and the arrival of HD and now smart TVs, TV viewership is going through another major change. Second screens are radically changing the way people consume TV.

87% of consumers report

By Andrew Finkelstein, 15 November 2016, 0 comments. Categories: Customer Experience, Data-driven marketing.

Why all we want for Christmas is consumer insight

The festive lights are up on Oxford Street and Selfridges has unveiled a sequin-adorned Father Christmas window display. It can only mean one thing – the biggest shopping period of the year has begun.

Research from QVC predicts Londoners will spend almost £530 each on Christmas goods this year.

At a time when consumers are ready and willing to part with their hard-earned cash, retailers need to take every opportunity to deliver a relevant and engaging shopping experience. But with the complexity...

By Ken Parnham, 08 November 2016, 0 comments. Categories: Customer Experience, Data-driven marketing.

Christmas customer experience: Why site performance matters

(c)iStock/Martin Dimitrov

Customer experience is governed by how fast and responsive your online digital services are. But many seemingly well-designed sites can deliver surprisingly poor performance.

That’s going to be unacceptable regardless of the timing, but it’s especially critical when the festive shopping season starts. So what’s dragging down site speed and turning the online Christmas retail experience into a turkey?

Ironically, a great part of the answer actually lies in how online...

By Mehdi Daoudi, 07 November 2016, 0 comments. Categories: Customer Experience.

How marketers can pitch apps to the board

There are plenty of reasons for companies to invest in a mobile app these days, but that doesn’t make it any easier as a marketer to secure the budget to do it.

Whether you’re working in a start-up that needs funding or an established brand looking to extend your customer engagement, you’ll need to prove your app is worth the investment.

Requesting extra marketing budget is always a difficult task, and when it comes to investing in new technology where there isn’t always a proven test...

By Emma Humbey, 01 November 2016, 0 comments. Categories: Customer Experience.

The privacy pact: Setting the boundaries for data analysis


What do you think of when you think of the word ‘privacy’? The NSA? Data breaches? The likelihood is that there isn’t a positive link. Privacy as a concept is intrinsically a good thing, but due to an exaggerated sense of paranoia around the subject, we now associate the term with spying, creepiness and intrusion.

Research from Mindshare uncovered the key reasons consumers...

By Ofri Ben Porat, 31 October 2016, 0 comments. Categories: Customer Experience, Data-driven marketing.

The customer service case for messenger and chatbots

Customer experience is the latest business buzzword.

Brands everywhere are beginning to understand the importance of providing the most efficient and pain-free customer experience to steal a march on their competitors – and with the recent publication of KPMG’s Nunwood’s UK Customer Experience Excellence top 100, CX best practise has again found itself in the spotlight.

An integral part of good customer experience is...

By Richard Elwell, 26 October 2016, 0 comments. Categories: Customer Experience.