Forrester’s: 2018 will see chief growth officers replace CMOs

Forrester have released their predictions for what 2018 will hold, ranging from retail to GDPR.

In the world of CMOs, the company has predicted that marketing meetings in 2018 are going to dominated by one word: ‘growth’.

But not normal growth, CEOs are all going to be after the elusive ‘disruptive growth’. In a commercial landscape coming to be defined by rapid consumer-driven change, CMOs will be under pressure to make sure their organisations stay ahead of the...

By Colm Hebblethwaite, 15 November 2017, 0 comments. Categories: Advertising, Branding, Customer Experience, Personalised Marketing.

How to be a maverick

Competition is increasing, the pace of change within business is getting faster and digital technology is disrupting traditional work practices.

The pressure to keep pace with digital transformation is a concern for many firms, according to the SalesTech report by CITE research and SugarCRM – 63% of companies are worried about the cost and effort needed to keep systems up to date and 34% view their organisations resisting change as...

By Clint Oram, 15 November 2017, 0 comments. Categories: Best Practice, CRM, Customer Experience.

Chatbots and the rise of conversational marketing

In an ideal world, every brand would be able to dedicate enough resources to give each customer the time and attention they need. Nothing can be as annoying for a customer as a bad or lacklustre customer service experience, where they feel that they were not being given the attention they deserved.

If a brand gives too many of their customers this kind of experience, they may find that they don’t have as many customers after a while.

In a survey of Fortune 500 marketing professionals carried out by...

By Colm Hebblethwaite, 09 November 2017, 0 comments. Categories: Customer Experience, Personalised Marketing.

Why GDPR is an opportunity

After seeing all the emerging solutions on offer at the Technology for Marketing Conference (TFM) at the end of September, I was reminded just how far technology has come in the last couple of decades, and how far it has still to go.

When I took the leap from customer services into marketing in 1989, I was hooked from the very beginning. Within a few short months, I began my Chartered Institute of Marketing qualifications.

Looking back now those learnings seem so basic compared to what is on offer today. But...

By Deborah Betteridge, 09 November 2017, 0 comments. Categories: Customer Experience, Data-driven marketing.

Your customers are speaking – but are you really listening?

Customer-experience metrics have proliferated over the past decade, and chances are that your business relies heavily on one or more of them. But many companies struggle with metrics.

For some, the problem is a disconnect between the metric and business performance; for others, it’s a loss of confidence among frontline workers when the metrics don’t seem to explain big swings in customer satisfaction.

Further, in some companies, there is confusion about whether transactional or relational...

By Harald Fanderl, 30 October 2017, 0 comments. Categories: Customer Experience, Data-driven marketing.

The three foundations of modern customer service

The airline industry faces many challenges, from a growing number of low cost challengers to fluctuating fuel prices, but major carriers have always differentiated themselves with a high quality customer experience.

That is, until now. 2017 has seen established airlines around the world receive negative media coverage for their treatment of customers, putting their major value proposition in jeopardy and giving their competitors an even further boost.

It may be easy to blame a single flight attendant or...

By Mark de Groot, 20 October 2017, 0 comments. Categories: Customer Experience, Personalised Marketing.

Turning full circle on voice: it’s time for brands to be seen and heard

Voice is fast becoming a chief differentiator for brands. Where Firefox has just integrated new voice search plug-ins to regain a competitive edge, non-tech companies including Ryanair have unveiled integration with Alexa enabling customer to search for flights, hotels and flight status via its website.

While Alexa occupies the headlines, voice can feel somewhat distant to consumers who have...

By Sam Madden, 18 October 2017, 0 comments. Categories: Customer Experience, Personalised Marketing.

5 reasons you should encourage consumers to call you

With the ever-rising usage of technology and digital platforms, there are growing concerns over which marketing platforms are working and which aren’t.

Whether you’re marketing across online or offline platforms, it is vital that you measure your data to determine which methods of marketing are proving useful.

However, one of the most important areas marketers aren’t collecting relevant data from is customer phone calls. Businesses should be encouraging more verbal interaction with customers because calls...

By Natalia Selby, 17 October 2017, 0 comments. Categories: Customer Experience.

Blazing a trail: brand evangelism at scale

We all have our list of favourite, go-to brands - those companies that we’d never stray from. It’s incredible how they take us on a path from casual customer to being so fiercely loyal that we find ourselves preaching to others about how amazing their product or service is.

One of my personal favourites that I always talk about is SuitSupply, mostly because I struggle to find the time to shop. SuitSupply takes away the stress of shopping with their level of personal, smart, social service...

By Guillaume Roques, 12 October 2017, 0 comments. Categories: Customer Experience, Personalised Marketing.

The cardinal sin of B2B companies: neglecting the end consumer

As a COO of a B2B SAAS company, I make it my mission to understand exactly what our customers and consumers are looking for - and I don’t just mean the ones making the decisions. It doesn’t take much digging to realise that the decision to buy B2B is not taken by the company’s decision makers, but is also influenced in large part by those who are actually going to be using the product: the employees.

Within every company, introducing a new software is challenging and employee adoption is...

By Boris Bogaert, 06 October 2017, 0 comments. Categories: Customer Experience.