Mobile messaging vital for customer engagement and marketing

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Mobile messaging still provides one of the most effective channels for marketing compared to email, new research has revealed. As such enterprises are increasingly using mobile messaging in order to improve customer engagement, the study found.

The report, Why Enterprises Use Mobile Messaging, from enterprise mobile engagement specialist OpenMarket, pulls together data from OpenMarket research and independent mobile technology...

By Liz Morrell, 18 September 2015, 0 comments. Categories: Content Marketing, Customer Experience, Email marketing, Mobile Marketing.

SAP claims to reinvent CRM with new product portfolio launch

Picture credit: Flickr/Marc Smith

SAP has this week announced plans to unveil a new portfolio of SAP hybris tools that it claims will help businesses transform their customer relationships through simpler and yet more detailed connectivity to the customer.

The first of the trio of new products, SAP hybris Profile Solution, will the company claims, allow all customer interactions, contexts and behaviours to be captured to then create a continually evolving and dynamic profile of the customer that will allow businesses to...

By Liz Morrell, 15 September 2015, 0 comments. Categories: Advertising, CRM, Customer Experience, Data-driven marketing, Marketing Cloud.

Experiential marketing: Is it the future or just another almost big thing?

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In 2002, Steven Spielberg directed the film Minority Report, based on a short story by Philip K. Dick. The PreCrime captain, played by Tom Cruise, used three psychic sources called “precogs” to predict crime prior to the event occurring and apprehend the potential criminal based on foreknown knowledge.

Advertising and marketing has been searching for a “Minority Report”-esque captain of its own for years. In the past, the discipline has attempted to use scientific...

By Thaddeus Kubis, 10 September 2015, 1 comment. Categories: Customer Experience, Data-driven marketing, Personalised Marketing.

Parenting retail sites failing to maximise marketing potential

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As if they didn’t have enough to contend with, new research suggests that many parent, baby and child sites are failing to meet the needs of their digital and mobile savvy parents or parent to be customers and could be losing sales as a result.

The conclusion follows a study by equimedia of 65 leading websites in the mother, baby and child retailer space as well as recent studies and TGI data on the market sector.

The research found a number of sites were, in particular, failing to deliver...

By Liz Morrell, 26 August 2015, 0 comments. Categories: Commerce, Customer Experience, E-Commerce, M-Commerce.

What pure play e-commerce can learn from clicks and mortar when it comes to customer data

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E-commerce companies versus ‘clicks and mortar’ retailers are constantly involved in a battle of business; a tussle over trade, and a competition over customer engagement. With changing high streets and one billion of us around the world choosing to shop online, at first glance it seems very clear that e-commerce companies will emerge victorious. But there is one area in which ‘traditional’ retailers can, perhaps surprisingly, nudge ahead: customer

By Andrew Ford, 19 August 2015, 0 comments. Categories: Big Data, Customer Experience, Data-driven marketing, E-Commerce.

Why retailers still need to deliver a more connected experience in-store

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Instore Wi-Fi, tablets and other in-store technology was supposed to revolutionise the customer experience and in many cases it has done just that. But a new report suggests that for some the promise is not being delivered with sales staff still failing to answer customer queries instore meaning a poor experience that leaves the customer dissatisfied.

The report, from communications and network provider Vodat, suggests that many retailers aren’t making the most of the...

By Liz Morrell, 13 August 2015, 1 comment. Categories: Best Practice, Commerce, Customer Experience.

Dawsons Music and GoInStore partnership aims to “close gap between online and offline worlds”

(Picture credit: Dawsons Music)

A new initiative from GoInStore and Dawsons Music aims to enable customers of the retail chain to browse its inventory through smart glasses worn by shop staff.

Visiting the Dawsons Music retail website takes you to a video stream where a member of staff can guide you through the store's products. The audio is two-way, meaning customers are essentially on the phone to a representative but with the key added visual element. Naturally a set of analytics, based on behaviour,...

By James Bourne, 05 August 2015, 0 comments. Categories: Customer Experience, Personalised Marketing, Wearables.

Marketers and salespeople failing to work together, report asserts

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Marketers and sales people aren’t working closely enough together in organisations to maximise the opportunities of their marketing, a new study shows.

In a survey of more than 200 marketing leaders across a number of industry sectors in North America in the second quarter of 2015 it was found that only just over 1 in 5 (21%) of marketers say that they are total partners with their sales and business development counterparts when it comes to developing the strategy and...

By Liz Morrell, 22 July 2015, 0 comments. Categories: Content Marketing, Customer Experience.

Loyalty 2.0: How retailers are innovating to improve customer loyalty

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Tesco announced recently that it had been running a trial at its new concept store on Villiers Street in central London, in which digital discount coupons were pushed to the smartphones of 40,000 shoppers who had ether passed by the store six times during a two-week period or walked in and out of nearby Embankment station. Customers could redeem their coupons by scanning them at one of the store’s self-service checkouts. Tesco described the trial as an attempt to use the...

By Luke Griffiths, 14 July 2015, 2 comments. Categories: Best Practice, Customer Experience, Data-driven marketing.

Cool or creepy? How far to push personalisation without upsetting the consumer

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With everyone extolling the values of personalisation for improving the customer experience and getting closer than ever to the customer, it can be hard to know how up close and personal to get. The danger has always been that get too personal with your offering and marketing and you may be seen as being intrusive. Be too aloof on the other hand and you may be missing a huge opportunity for your brand.

A new study from personalisation specialists RichRelevance however claims to...

By Liz Morrell, 14 July 2015, 0 comments. Categories: Customer Experience, Data-driven marketing, Personalised Marketing.