Brand errors on mobile: How to learn from the millennial experience

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A study from mobile-focused agency Ampersand Mobile has revealed almost half of consumers surveyed have been given a poor mobile experience by brands, with one in three either being irritated or moving elsewhere as a result.

The survey, which polled more than 2,000 UK adults, argues brands should not simply provide a ‘tick box’ approach to mobile, with the need more pressing than ever given the continued proliferation of millennials in the workforce.

To demonstrate this...

By James Bourne, 12 February 2016, 0 comments. Categories: Branding, Customer Experience, Mobile Marketing.

Customer satisfaction is on the increase – but priorities shift

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Blue Monday may have come and gone, but customers are currently at their happiest since this time last year, according to a new report from the Institute of Customer Service. It says that customers are more satisfied than at any point since January 2014.

The results are from the annual UK Customer Satisfaction Index (UKCSI), which is based on the views of 10,000 UK consumers.

Amazon, which was second place last year, now tops the Index with Utility Warehouse – a new entrant to the...

By Liz Morrell, 04 February 2016, 1 comment. Categories: Customer Experience.

Why preparing lasagne is like developing a digital marketing plan

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If you think about it, lasagne is not only a perfect food – well, maybe pizza is better – but also a perfect analogy to assist you in developing a near perfect marketing plan.

Consider the following. When developing your marketing plan, you need to first envision the scope, the universe, the market that supports your goals and objectives. Budget, cost outlay, and market spend must also be serious considerations. Marketing demographics, personas, diversification,...

By Thaddeus Kubis, 03 February 2016, 0 comments. Categories: Best Practice, Customer Experience, Social Media Marketing.

How concerns over data privacy are stopping half of UK consumers sharing

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Personalised marketing, closer communication and more targeted advertising relies on it; yet a new survey shows that security fears are stopping half of UK consumers sharing the personal data required.

The study, which surveyed more than 2,000 UK adults, found that nearly three quarters of respondents (72%) were concerned about the level of protection given to the information they share and more worryingly more than half (56%) said that they planned to reclaim access to their...

How big data and personalisation is revolutionising marketing in the airline industry

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Marketers often do not see the value of personalisation. This is probably because this (fairly new) concept has never really been defined. Personalisation is not easy to explain because it's such a broad concept and cannot be confined into one single definition. So let's try a different approach.

If you think of personalisation as a stand-alone recommendation, it's not that powerful. If you think of personalisation as a website visit populated based on your customer’s behaviour,...

Delivering the next generation in customer experience for bottom line success

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We’ve seen a tectonic shift in the way in which customers engage with organisations in the last few years, with expectations dramatically increasing. Until fairly recently, customer interactions have been largely transactional, but in our mobile, always-on world, those days are gone.

Now we are living in the age of the customer – demonstrated by the fact that 89% of businesses expect customer experience to be the primary basis of...

By Paul Smith, 25 January 2016, 0 comments. Categories: Customer Experience, Personalised Marketing.

Why a great online journey is vital in a world where human contact is rejected

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Buying financial services, utilities, or car insurance can be a complicated task where the assistance of a human is preferred right? Wrong. A new survey shows that when making such purchases only one in five (21%) prefer speaking to a provider in person, rather than doing it themselves online.

The research, by Experian, suggests that the vast majority of customers favour online transactions despite the complexity of the products they are buying. The rate is at its highest in car...

By Liz Morrell, 25 January 2016, 0 comments. Categories: Customer Experience.

How data can improve the customer journey in three key areas

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Data plays a crucial role in the day to day operation of many organisations, and no self-respecting marketer would act without an understanding of their target market or the interests of potential customers.

In reality, however, not enough businesses fully capitalise on the customer data they have; as Gartner recently stated, the true value of customer data, and its ability to affect the customer journey, is often underestimated by...

By Mike Davies, 21 December 2015, 0 comments. Categories: Big Data, Customer Experience, Data-driven marketing.

Gartner: From digital marketing to marketing in a digital world

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It's a trend you would have to be blind to have not realised – but a new report from Gartner says that digital marketing has now gone mainstream with 98% of marketers saying the world of online and offline marketing are merging.

It may be an obvious statement but it points to a bigger trend - that marketing in the digital age is now the norm and that marketing departments are having to reinvent themselves as a result. “This is a distinction from digital marketing...

By Liz Morrell, 02 December 2015, 3 comments. Categories: Content Marketing, Customer Experience, Data-driven marketing.

Simplicity pays as discounters top branding charts

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In a world where it’s all too easy to feel overwhelmed, the ability of brands to simplify our lives is key to brand experience – and is measured by the release this week of the Global Brand Simplicity Index 2015, which has Aldi topping the charts for the third year running.  

Compiled by branding consultancy Siegal+Gale and now in its sixth year, the index measures the simplicity of companies’ brands and experiences through a survey of 12,000 consumers...

By Liz Morrell, 18 November 2015, 0 comments. Categories: Branding, Customer Experience.