Want to fully understand the customer journey? Get the customer to do it

Picture credit: Journey HQ

Here’s an interesting new mobile app release: Journey HQ is trying to get to the bottom of customer journeys, decision making and buying patterns by getting users to fill in information as they go along.

The USP is simple. Most industry market research never fails to have two ingredients: questions and question-setters. Journey HQ gets rid of both.

Siamack Salari is the creator of Journey HQ, and a long time collaborator on ethnographic testing methods. He firmly believes the...

By James Bourne, 02 October 2014, 0 comments. Categories: Brands, Community, Selling.

Salesforce announces CRM deal with Omnicom, utilises marketing cloud

Marketing comms provider Omnicom has sealed a deal with cloudy CRM provider Salesforce.com to give Omnicom’s agencies more personalised communications through the ExactTarget Marketing Cloud.

The partnership means companies can ‘connect the dots’ between marketing, sales, communities and customer service, leveraging data from a variety of sources and devices.

“As marketers, you need to be wherever your customers touch your brand,” said Lynn Vojvodich, executive vice president and...

By James Bourne, 23 September 2014, 0 comments. Categories: Branding, Community, CRM, Selling.

Why high street retailers continue to lose out to digital [infographic]

Research from user experience design agency Foolproof has revealed increasing prevalence for the ‘showrooming’ trend, meaning high street retailers continue to lose out to digital competitors.

The survey showed that more than one in four UK shoppers indulged in showrooming – checking the price of a product in a bricks-and-mortar store and using their phones to compare with rival outlets – with a third of these going on to purchase from another brand.

Yet more than half of these...

By James Bourne, 17 January 2014, 0 comments. Categories: Brands, Infographic, Selling.

Research claims £10bn online Christmas pot up for grabs for retailers

Retailers are being told to be vigilant over the festive season, with a new survey released today claiming that 65% of people will be online at some point on Christmas Day – with 63% logging in on Boxing Day.

The research, conducted by open cloud provider Rackspace, revealed some interesting findings regarding consumers’ holiday online habits.

One in five polled said they would shop using their tablets – up from 12% this time last year – with 16% saying they would use their smartphones, up from 11%....

By James Bourne, 25 November 2013, 0 comments. Categories: Consumers, JustForFun, Selling.

How big retailers are fighting for Black Friday sales

There’s really only one item that brave Black Friday shoppers need — a mobile device. Whether you’re rocking a phone, a tablet, or one of those new hybrid ‘phablets,’ your device is the perfect tool for plotting your shopping route and letting you know where the best deals are.

This year many stores have created special content especially for social networking fans and device owners. As more and more users sign up for communities like...

By Maciej Fita, 18 November 2013, 0 comments. Categories: Branding, Brands, Selling.

Are brands overlooking smartphones as a sales channel?

New research from ResponseTap has revealed that, for marketers, smartphones offer three times more conversions than previously thought.

According to the research, which was an analysis of more than 450,000 on and offline transactions, previous studies looked at buying patterns from users who had only used smartphone browsers.

That particular conversion rate was set at 0.4% in the research – but according to ResponseTap, if that figure includes transactions made from a phone call, that number goes up to...

By James Bourne, 15 November 2013, 0 comments. Categories: Branding, Brands, Mobile, Selling, Strategy.

Yahoo! starts domain name auction, clearing out lots of real estate

Roll up, roll up. Yahoo! is for one week only clearing out over 500 domain names built up over the years – with prices ranging from $100 to $1.5m.

The event, dubbed ‘Domainapalooza’, runs until November 21 and according to Kevin Kramer, deputy general counsel, once the company had stumbled upon these URLs, it was only fair to let other companies use them rather than hog the real estate.

“Surely creative people, businesses and entrepreneurs could come up with something great to do with them,”...

By James Bourne, 14 November 2013, 0 comments. Categories: B2B, Brands, Domains, Reputation, Selling.

'Webrooming' - a new addition to the retail marketing language

We set the clocks back on Sunday, and while I enjoyed an extra hour of sleep, it didn’t last long as the sounds of glee came from my kids when they saw all the big toy books in the newspaper.

They still hadn’t eaten all their Halloween candy yet, but Christmas lists are hot on their minds. It’s not just the kids, holiday marketing is in full force. Decorations were up in stores, while last minute candy was bought on October 31st.

The fourth quarter has always been the biggest time for...

By SoundbiteCommunications, 06 November 2013, 0 comments. Categories: e-commerce, Selling, Strategy.

BlackBerry CEO steps down, Fairfax takeover bid collapses

BlackBerry has abandoned its plan to sell up to Fairfax Financial Holdings, the Canadian manufacturer’s biggest shareholder.

The “world leader in the mobile communications market”, as described in a press release issued earlier today, announced an investment of $1bn from Fairfax – who have agreed to supply $250m – and other investors.

CEO Thorsten Heins is also to step down, being replaced by former Sybase CEO John S. Chen on an interim basis. The investment deal is expected to...

By James Bourne, 04 November 2013, 0 comments. Categories: B2B, Branding, Brands, Partnerships, Reputation, Selling.