Businesses are more digitally aware – so why is marketing waste still so high?


The technology sector’s impact on the digital marketing industry has in the last 10 years dramatically altered how brands engage with consumers. Marketing and advertising spend has continued to skyrocket, with global spend for 2016 set to surpass expectations by growing by 4.4% to $548.2 billion. At the same time, digital marketing understanding has grown. New tools for greater automation continue to emerge. First it was cookies and now...

By Ian O'Rourke, 29 September 2016, 0 comments. Categories: Advertising, Advertising Technology, Customer Experience, Search Marketing.

Why bad data always makes for bad decisions


We live in an increasingly digitised world where more and more of our day-to-day interactions occur via mobile app or online.  Every interaction in this digital world leaves a data footprint, with each footprint forming just one of the myriad parts of our digital identities. In an ideal world, this ‘identity data’ would allow businesses to gain real and valuable insights into their customers’ likes and...

By Karyn Bright, 28 September 2016, 0 comments. Categories: Big Data, CRM, Customer Experience, Data-driven marketing.

Seize the moment: How to leverage trigger-based marketing

(c) Dave Lewis

Imagine a world where you are always prepared. No matter what the circumstance, no matter what’s thrown at you, you’re ready.

Spilled coffee on yourself during the morning commute? No problem. Extra shirt in the trunk. Called in for a last-minute presentation? No sweat. You’ve got a stack of collateral and a PowerPoint queued up.

Life is full of unpredictable moments; this is a reality for both consumers and brands. How then can digital marketing replicate...

By David Barker, 27 September 2016, 0 comments. Categories: Customer Experience, Data-driven marketing, Data Science.

How AI and advanced self-service are changing the face of customer support


Web and phone self-service are attractive options for most service operators.  That’s clear when you consider that the cost of facilitating a web self-service interaction is negligible and the average cost of a self-service phone session is just 65p (compared to £3.87 for a live agent call and £3.00 for a web chat).

However, it’s not always as effective at delivering great customer experiences (CX) as a live agent service.  While it’s...

By William Gray, 27 September 2016, 0 comments. Categories: Advertising Technology, Customer Experience, Data-driven marketing.

Lush, first direct and Amazon top customer experience brand list - but why?


Financial institution first direct has topped the list of brands which excel in consumer experience in the UK.

KPMG Nunwood’s 7th customer experience analysis report this year took a look at over 280 brands and 10,000 customer reviews to narrow down exemplar 20 companies in the UK who were treating their customers the best.

While in general KPMG says there has been an...

By Rachael Power, 23 September 2016, 0 comments. Categories: Branding, Customer Experience.

Simple steps to better customer experience

If the latest UK Customer Satisfaction Index (UKCSI), released by the Institute of Customer Service, is anything to go by, some brands are streets ahead when it comes to delivering an excellent customer experience.

Amazon has moved into the top spot in this year’s table and other well-known brands such as John Lewis, Waitrose, Nationwide and M&S Food are also among the top performers.

These brands know that with consumer expectations rising across all market sectors, customer experience has become a...

By James White, 19 September 2016, 1 comment. Categories: Customer Experience.

How are early adopters seeking human experience over online engagement?

When Dan Mitchell and co-founder John Skelton first began working on high-end clothing retailer LN-CC, they weren’t thinking in terms of buzzy phrases like ‘experiential retail’ or ‘community cohesion'.

What they did know for sure was that, fresh off the back of turning luxury menswear retailer Oki-Ni into a pioneering eCommerce success, they wanted their new venture to have an equally strong brick and mortar element alongside its formidable online offering.

By Will Rowe, 19 September 2016, 0 comments. Categories: Customer Experience, E-Commerce.

Emotions and biometric tech: The next wave of personalised customer experiences

Marketers have long been talking about the importance of personalisation, and many are now starting to make use of big data analytics as a way to personalise campaigns and generate positive results.

According to a CMO Council survey last year, 43% of marketers said personalisation led to more conversions. Clearly it’s proven its value and is here to stay.

By Gawain Morrison, 16 September 2016, 0 comments. Categories: Customer Experience, Data Science.

Why you need to swap channel-first for consumer-first thinking


In the ever-changing world of marketing, barely a week goes by without a new way of reaching and engaging with consumers emerging.

From the rise of new technologies, such as augmented reality (Pokemon Go, anyone?) to new channel features, for example Instagram Stories, marketers face a plethora of new channels to explore. Finding a channel is no longer a problem, knowing what to focus on and why,...

By Christopher Baldwin, 14 September 2016, 0 comments. Categories: CRM, Customer Experience.

Work with creatives to get your branded content noticed, urges Yahoo

As a journalist, I tweet a lot. So much so, that many of my tweets and posts don't get more than perhaps one or two likes and retweets on average. 

Occasionally, I'll share something though that gets liked, shared and retweeted off the charts - and it's interesting to analyse what kinds of posts they are. 

I can share work I've done over and over - but ultimately, it's tweets that connect with my audience of followers that will get the most attention. In recent times, it's been a Roald Dahl quote...

By Rachael Power, 14 September 2016, 0 comments. Categories: Branding, Customer Experience.