How brands are using tech in Rio to enhance audience experiences


The Rio Olympics 2016 will be celebrating and showcasing a variety of sports as the world watches, something that all sorts of brands will be keen to take advantage of.

As with any sporting event, the Olympics are a great platform to expose your brand to a mass global audience, and it’s interesting to note how advances in tech have it made much easier for them to do so.

Unlike before, digital innovations will help brands create a unique way for their customers to experience the Games....

By Richard Dodgson, 09 August 2016, 0 comments. Categories: Branding, Customer Experience, Data-driven marketing.

Marketers: Why you should get to grips with buyer behaviour

(c) Katalin Kondoros

Today’s ever busy ‘always on’ landscape means there’s never been a more important time for marketers to get to grips with buyer behaviour.

It’s a must if their products or services are to be successful. Failure to acknowledge the buyer journey makes it near impossible to sell anything particularly when it comes to B2B audiences.

Customer tracking technology often focuses on specific touchpoints. However, if marketers are to attain the depth of...

By James Foulkes, 08 August 2016, 0 comments. Categories: Customer Experience, Data Science.

How brands can keep up with customer services expectations


While sitting on a delayed train last week, I overheard two conversations. While a pair of elderly gentlemen discussed writing a letter of complaint, a pair of teenagers had already fired a Tweet to the train operator, and were eagerly refreshing their feed in search of a response.

By the time we reached our destination, the youngsters had already received a response, explaining how to claim a partial refund on their tickets, while their elders headed to the ticket office in...

By Matthieu Clauzure, 05 August 2016, 0 comments. Categories: Customer Experience, Social Media Marketing.

Why engagement is key to building lasting relationships

(c) Ammentorp Lund

Brands are built on relationships. If you’re not developing real, meaningful relationships with your prospects and customers, you’re going to have a tough time achieving and maintaining success.

The challenge is that engaging with your audience—and keeping them engaged over time—is harder than ever. While people are consuming more content online year over year, there’s been a huge increase in the amount of digital content available from brands,...

By Matt Wellschlager, 02 August 2016, 0 comments. Categories: Content Marketing, Customer Experience.

Customer experience: Mix tech and human interaction for the right results


The latest UK Customer Service Index (UKCSI) scores are out and it turns out customer satisfaction is at its highest in three years, with retailers including Amazon, Wilko and John Lewis all scoring highly. 

And while a number of improvements in customer service in recent years might be put down to evolution in technology, the human factor of what makes great service simply can’t be ignored.

Indeed, the top four differentiators of high-scoring organisations in the UKSCI report...

By Chris Cullen, 28 July 2016, 1 comment. Categories: Customer Experience.

Get emotional: The new way to understand your consumers

Culture and the way in which we interact with brands is changing: over 71% of consumers now expect to view in-store inventory online.

It is this online evolution and ‘always on’ culture that has been introduced to us through online channels, especially on social media, and now means we want to engage with brands instantly and on a personal level.

For brands that fail to do so, customers will inevitably turn to competitors or damage your reputation. With research revealing that

By Nick Boxall-Hunt, 22 July 2016, 0 comments. Categories: Customer Experience.

PizzaExpress on their latest martech move to improve customer experience

(c) Clerk

Pizza is big business in the UK right now. With chains like Domino’s, Pizza Hut and PizzaExpress vying for a slice of the action, it can be tough to differentiate each individual business’ offering.

Of course, the three have their own separate, strong brand identities, but one in particular is busy deploying new technology to drive its customer experience forward.

PizzaExpress has recently deployed new martech solutions through

By Rachael Power, 21 July 2016, 0 comments. Categories: Customer Experience.

Amazon, Wilko and Land Rover top UK customer service index


Getting customer service right is something of an acquired art in today's day and age; from answering complaints on Twitter in record time to refining the balance between 'the customer is always right' and keeping your staff happy. 

But in strategising, marketers and brands should always look up to the best. 

In this case, it's apparently - just ranked the organisation wtih the highest levels of customer satisfaction in the UK, according to a new index from the...

By Rachael Power, 21 July 2016, 0 comments. Categories: Customer Experience.

eCommerce giant Amazon tops consumer favourite retail brand list


Only three eCommerce brands have featured in a list of 20 top brands in a recent customer engagement report by the Direct Marketing Association (DMA).

The research delved into the relationships customers have with retail brands, but while only three eCommerce names appeared on the list, Amazon topped the list with one in four consumers saying it was their favourite.

1,000 consumers were asked to name their favourite retail brand and were...

By Rachael Power, 18 July 2016, 0 comments. Categories: Branding, Customer Experience.

Unlocking content strategy to drive superior customer experience

Content is all around us. Look inside any business, at any digital project and in every marketing campaign - content has a significant part to play in decision making.

Strategically it’s the foundation of how brands articulate their customer promise. It provides shape and flavour to brand and consumer conversations, thereby informing the effectiveness of so much of the customer experience.

While operationally, it influences decisions across an ecosystem of channels, commands big investments in...

By Sandra McDowell, 15 July 2016, 0 comments. Categories: Content Marketing, Customer Experience.