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.

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.