Zuora new launch and acquisition promises big changes for the subscriber experience

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Subscriber based businesses who want to design engaging subscription experiences have a new tool at their disposal with the launch this week of Z-Insights – a new big data analytics solution from Zuora.

The new solution combines Zuora’s time-dimensional data model with technology from customer usage analytics provider Frontleaf which has been acquired by the company this week. Frontleaf’s employees will be fully integrated into Zuora’s engineering and...

By Liz Morrell, 21 May 2015, 0 comments. Categories: Big Data, Customer Experience, Data-driven marketing.

Marketers must do more to grab consumer attention, research claims

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Do you remember the days when your customers focussed solely on one medium which meant that connecting with them was relatively easy? In today’s world of multi-screening this concept is no more. Instead a new survey from Microsoft Advertising suggests that 86% of British consumers are now multiscreening when watching TV, gaming or browsing the web.

For nearly half (47%) of all millennials (ie 18 to 24 year olds) this means that they have high selective attention due to such...

By Liz Morrell, 15 May 2015, 0 comments. Categories: Customer Experience.

Brands are losing customers thanks to language barriers and poor online responses

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Brands are failing to be fully understood in their interactions with consumers – leading to a very high possibility of losing customers as a result, according to a new report released today.

In a new study Consumers vs Agents, Can the Gap be Closed, from Eptica, it was found that 78% of UK consumers said that getting a response that either partially or completely failed to answer an email or tweet they had sent to a brand was in their top two biggest frustrations. Similarly...

By Liz Morrell, 13 May 2015, 0 comments. Categories: Branding, Customer Experience.

Why retailers must embrace multichannel communications to succeed

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Retailers who want to ensure effective communications across every stage of the customer journey must recognise and adapt to the different ways customers want to be communicated via, a new report reveals today.

The research, conducted by eDigitalResearch and commissioned by enterprise mobile management specialists OpenMarket, suggests that retailers not only need to ensure they get the channels right but also that they don’t abuse them.

SMS delivers

For customers on the go the...

By Liz Morrell, 12 May 2015, 2 comments. Categories: Customer Experience.

More than three quarters of companies don’t have right resources to inform digital strategy

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Do you believe that your business has the right resources to understand where it should be going with its digital strategy? A new report conducted by Forrester Consulting suggests that more than three quarters (78%) of organisations don’t.

The respondents said they did not believe that their organisations had the digital performance analytics capabilities required in order to inform digital strategy – both now and in the future.

Although those surveyed for the report realised...

By Liz Morrell, 11 May 2015, 0 comments. Categories: Customer Experience, Data-driven marketing.

Insurers worst for responding to multichannel customer queries

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Social and online channels provide a great way to reach customers and be seen to deal with customer service queries well and yet new research shows that in the insurance industry only 40% of routine questions asked via such channels are answered.

The 2015 Eptica Multichannel Customer Experience Study, published this week, shows that whilst there have been some improvements in questions asked via email finding answers to questions on insurer websites has become harder whilst response rates...

By Liz Morrell, 08 May 2015, 0 comments. Categories: Best Practice, Customer Experience, Personalised Marketing.

Brand loyalty in digital: Lose control, but generate engagement

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A brand image used to be a thing that advertisers, PR and other marketers created. Think brands in the 80s - Levis, Haagen-Dazs, BT - they all conjure up strong brand images of men in launderettes, couples licking ice cream off each, Maureen Lipman as Beatie - even the music evoked the brand with Heard it Through the Grapevine the anthem of 1980s adland.

With brand image, came brand loyalty and of course, advocacy and sales.  This was a world of one way traffic, brand land created images,...

By Max Eaglen, 06 May 2015, 0 comments. Categories: Branding, Customer Experience, Data-driven marketing.

How Klout is shaping the conversation for brands and consumers to benefit

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It’s no secret that brands are having a tough time of it on the social web. They’re not in control of the conversations, they get slammed if they say something, they get slammed if they don’t say something. To top all that, consumers expect a greater level of service from an always-on system. It’s enough to make you hand in your notice and take up lion taming for an easier life.

There are upsides, however. Among the vast swathes of anger and...

By James Bourne, 30 April 2015, 0 comments. Categories: Customer Experience, Social Media Marketing.

Location-based services: How brands walk the fine line between clever and creepy

Picture credit: Flickr/Jose Manuel Rios Valiente

Imagine two people have ordered two products online and they’re being delivered today.  One gets a text from the provider which reads: “Your parcel will be delivered in the next hour. You do not appear to be at your home address. Would you like us to redeliver it or deliver to another address?” The other gets a text which reads: “Your parcel will be delivered in the next hour. We see that you are 15 miles away from your home...

By James Bourne, 17 April 2015, 0 comments. Categories: Customer Experience, Data-driven marketing, Mobile Marketing.

From personalisation to contextualisation: Enhancing the customer journey

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It’s official - personalisation matters. The concept of personalisation has reached beyond the digital marketers and into the boardrooms and business functions of many types of organisations across the globe.

Digital personalisation is designed to provide a better customer journey by tailoring content, offers and even the web site experience itself to the needs and interests of the customer. This is done by leveraging both the...

By David Mennie, 17 April 2015, 0 comments. Categories: Customer Experience, Personalised Marketing.