Is your CX strategy consolidating your gains, or spreading itself too thinly?

Customer experience (CX) can have a big impact on your success as a business. A good experience can keep a customer coming back for years; conversely, a poor one will lead to lost business.

This can have a big material impact: according to the Institute of Customer Service, companies that provided customer service rated above the average saw higher sales – around 6.3% higher, based on the ICS UK Customer Service Index

By Simon Johnson, 05 September 2018, 0 comments. Categories: Advertising, Customer Experience.

Complaints to the ICO have doubled since GDPR came into effect

Since the General Data Protection Regulation (GDPR) came into effect, data breach complaints to the Information Commissioner's Office (ICO) have “more than doubled”.

That’s according to findings by the law firm EMW, which found that 6,281 complaints were lodged between the GDPR’s May 25 implementation this year and July 3. That represented a 160% rise on the 2,417...

By Mark Jones, 05 September 2018, 0 comments. Categories: Advertising, Best Practice, Data-driven marketing.

What can we learn from Australia's digital marketing skills shortage?

I’m an English-born Australian who loves both his new country and his industry, digital marketing, an industry I’ve been wedded to since leaving university twenty years ago. When I first arrived in Australia, I quickly learned that digital marketing was propped up by imports, mostly ‘POMs’ like myself with little focus on nurturing local talent.

At the time it wasn’t an issue for the industry and there were...

By Gary Nissim, 03 September 2018, 0 comments. Categories: Advertising, Best Practice.

WPP announces Mark Read as CEO following Sir Martin Sorrell’s departure

Advertising and PR giant WPP has announced the successor to Sir Martin Sorrell, with co-chief operating officer Mark Read set to take the CEO reins with immediate effect.

WPP’s chairman, Roberto Quarta, said the decision followed a rigorous selection process and assessment of internal and external candidates.

“That process, alongside Mark’s wise and effective stewardship of the business in the last few months, left us with no doubt that he is the right leader for this company,” said...

By Mark Jones, 03 September 2018, 0 comments. Categories: Advertising, Advertising Technology.

'Your PC is being hacked': Google cracks down on fraudulent tech support ads

Google has begun restricting ads that offer third-party tech support in a bid to “maintain a healthy advertising ecosystem”.

Those ads refer to the pop-ups that most of us disregard, telling us that our PCs have been hacked or infected and that we must seek immediate support to protect our systems.

Less tech-savvy users can be duped into calling the fake support numbers, often presented as companies such as Microsoft or Apple, where technicians will talk them into paying extortionate repair or...

By Mark Jones, 03 September 2018, 0 comments. Categories: Advertising, Advertising Technology, Best Practice.

Five steps to avoid wasting your display advertising budgets

There is a myriad of advertising partners available to buy media and help mobile advertisers to reach their target audiences, and advertisers need to follow clear criteria to find the right ones. In the world of data-driven advertising, it is a common (and logical) practice to distribute advertising dollars based on the cost per conversion each partner is delivering, and those delivering the best price, or in other words, the best ROI, will get the bigger budgets.

By Tiago Vila Verde, 28 August 2018, 0 comments. Categories: Advertising, Attribution, Programmatic.

Young marketers in UK favour high salaries over 'meaningful' startups

As school leavers in the UK receive their A-level results, new research has found that the next generation of marketers prioritise job security over working for ‘cutting-edge’ brands.

A survey by CIM (Chartered Institute of Marketing) found that 41% of 17-19 year olds who have left school in the last six months are indeed interested in a career in marketing.

However, nearly two-thirds (64%) favoured working in a...

By Mark Jones, 16 August 2018, 0 comments. Categories: Advertising, Best Practice.

The Facebook-Google duopoly means ad tech growth is drying fast

The duopoly is real, and independent ad techs are feeling it.

Citing research by LUMA partners, the New York Times reported that the number of independent ad tech firms fell by 21% since 2013, amounting to just 185 as of last quarter.

Meanwhile, of the $88bn spent on digital ads last year, over 90% went into Facebook and Google’s pockets, leaving a remaining market worth just $9bn for those smaller outfits.

The result is that venture capital investments - which reached a high just shy of $3bn in 2015 -...

By Mark Jones, 14 August 2018, 0 comments. Categories: Advertising, Advertising Technology.

Three solutions to the 'nonsensical' ad viewability standard

In 2014, I wrote a piece calling out our industry for its pretty feeble definition of ‘viewable’. Little did I know I’d be saying the same things four years later. 

But the fact is, very little has changed. The Media Rating Council’s standard still stands: a digital advert is classed as ‘viewable’ if half of it is in vision for one second or more. Run that by anyone outside media-land and they’d laugh in your face.

I actually have sympathy for the Media...

By Daniel Shaw, 07 August 2018, 0 comments. Categories: Advertising, Best Practice, Campaigns, Programmatic.

Facebook topples from list of top ten most-innovative brands

Battling fake news, mass data breaches and a stomach-lurching drop in share prices, it’s hardly been a good year for Mark Zuckerberg, and as if to rub salt in the wound, the social network and tech colossus has now fallen out of sight on a rank of the world’s most innovative brands.

The revelation comes as part of Brand Keys’ sixth annual

By Mark Jones, 01 August 2018, 0 comments. Categories: Advertising, Advertising Technology, S-Commerce, Social Media Marketing.