Five ways to ensure data capture strategies don’t ruin your CX

The wave of GDPR panic that overwhelmed many digital marketers at the start of the year, has been cited as the reason why UX – and therefore the resulting customer experience (CX) – seems to have gone out of the window for many brands. For others, it is the hunger for leads that has made it almost impossible to navigate some websites without encountering a wall of data capture forms that prevent any action whatsoever.

By Adam Oldfield, 08 October 2018, 0 comments. Categories: Best Practice, Customer Experience, Data-driven marketing.

How to build brand loyalty in the age of 'hyper personalisation'

Consumers have more power over brands than ever before. Social media gives them the ability to openly scrutinise or share their great experiences directly with a mass audience, while online shopping means brands are in an ongoing battle to cut prices, hold user attention, deliver products quickly and ultimately stay relevant to keep consumers loyal.

Consumers also expect a lot more from brands. We’ve become accustomed to recommendations from companies like Amazon, who have changed consumer expectations...

By Ofri Ben Porat, 03 October 2018, 1 comment. Categories: Customer Experience, E-Commerce, Personalised Marketing.

How close are you to a fully personalised customer experience?

Personalisation is a necessary component of customer experience in today’s environment. Providing individualised experiences promises to drive sales and increase loyalty by making each customer feel as if the brand knows them and can anticipate their needs.

Yet many companies still struggle to get this right. What can you do to ensure that your...

By Evanna Kearins, 02 October 2018, 0 comments. Categories: Customer Experience, Data-driven marketing, Personalised Marketing.

How to master a marketing communications audit

You spend valuable time and money crafting your marketing messages, but do you really know what your company is saying? Sometimes the message you think you’re sending isn’t always the one that’s being received. It's important to occasionally take a step back and conduct an in-depth audit of your customer communications plan — particularly where loyalty is concerned — to ensure you’re sending out a cohesive message that upholds your brand...

By Sandra Gudat, 01 October 2018, 0 comments. Categories: Best Practice, Content Marketing, Customer Experience.

E-commerce sites focused on returns visits ‘thundering ahead’ of competitors

Getting a customer to your site once is a small feat, but if you want to survive in today’s crowded world of e-commerce, return visits should be your top priority.

A global study of 250m e-commerce websites and €500m (£444m) in online revenue by Wolfgang Digital demonstrates the importance of this in a market where conversion rates stand at a razor-thin average of just 1.8%.

The headline is high return visits lead to higher...

By Mark Jones, 28 September 2018, 0 comments. Categories: Commerce, Customer Experience, E-Commerce.

Wake up call for retailers: My car realised I’d moved, but Amazon didn’t

I recently moved into a new home and in a two-month stretch spent a significant amount of money on Amazon.com buying numerous furnishings, decorator items and appliances.

It struck me that despite being a loyal customer and Prime member, Amazon never figured out I was moving nor suggested any items or services I might consider for my new home. I wasn’t offered any...

Adobe’s purchase of Marketo’s B2B martech ‘resets the playing field’

Adobe has confirmed that it will be acquiring the privately-held cloud marketing software group Marketo from Vista Equity Partners for $4.75bn (£3.6bn). The sale price is a near $3bn (£2.3bn) mark-up on Vista’s 2016 purchase price of $1.8bn (£1.4bn).

The announcement yesterday followed rumours of an impending deal last week as reported by Marketing Tech, and speculation around the impact the...

By Mark Jones, 21 September 2018, 0 comments. Categories: Advertising Technology, Automation, Customer Experience.

With consumer trust at an all-time low - it's time for the digital industry to fight back

You don’t need statistics or sentiment analysis to tell you that the trust consumers have in digital advertising has reached a significant low. They can however put the scale of the issue into context. The lack of confidence in digital ads is well reflected in the rate at which ad blocking has grown over the last few years, so much so that eMarketer expects that a third of all...

By Damien Bennett, 19 September 2018, 0 comments. Categories: Advertising, Best Practice, Customer Experience.

Why users aren’t downloading your app – and what you can do about it

Low download numbers are a problem for any app – it means that users either aren’t seeing the app, or they’re seeing it and not liking it. Fortunately, it’s not an insurmountable issue – there are many factors that could lead to low download numbers, and each of them can be addressed.

These are some of the biggest issues that can prevent users from downloading an app, as well as solutions to each...

By Dave Bell, 17 September 2018, 0 comments. Categories: Advertising, Branding, Customer Experience.

How luxury retailers are delivering personalisation at scale

Luxury retailers invest heavily in creating a premium in-store experience, and for a long time, this has played a major role in their success and growth. However, as more and more consumers demand the convenience of online shopping there is a clear shift towards digital.

In luxury, we have observed that 25% of sales come from online with the rest in-store. In fact, McKinsey expects online luxury sales to triple by 2025, with...

By Simon Dean, 13 September 2018, 0 comments. Categories: Advertising, Customer Experience, E-Commerce, M-Commerce.