How the Internet of Things is set to break the mould for customer experience

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The customer experience process is rapidly changing. For brands, getting the customer to return again is not new, whether through incentivisation or simple brand loyalty. But the landscape is being turned on its head – and it’s through such new technologies as the Internet of Things (IoT) driving what is being described as the new services economy.

Companies are recognising this. Instead of buying standalone products, it’s now about buying services. Take Netflix...

By James Bourne, 26 November 2014, 1 comment. Categories: Big Data, Customer Experience, Data-driven marketing, Personalised Marketing.

Customer loyalty: Why you should focus on the people

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Despite years of marketing research and advanced analytical solutions, the key focus needs to remain on people when examining issues of customer loyalty. Designing customer-loyalty solutions without a strong emphasis on the human aspects of your client relationships is probably misguided.

Why strengthen customer loyalty?

Marketers have a clear understanding of the rationale behind brands seeking to increase their clientele’s loyalty; it results in increased brand equity and allows firms to...

By Warren Smith, 25 November 2014, 0 comments. Categories: Commerce, CRM, Customer Experience, E-Commerce, Personalised Marketing.

Lure of incentivised marketing fading for consumers

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Loyalty programmes, once an ever-present part of commerce, could be starting to lose their appeal among consumers, according to new research from customer engagement company Collinson Latitude.

The study, looking specifically at travel consumers, reported that 67% of consumers claim to be unsatisfied with their current incentive programmes. It is a finding that must worry travel operators as 61% do consider the quality of rewards when making purchases.In

Collinson’s report...

By Simon Holland, 21 November 2014, 0 comments. Categories: Commerce, Customer Experience, E-Commerce, Personalised Marketing.

Apple mobile device targeting leads wave of updates to Adobe Marketing Cloud

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Adobe has rolled out support for iBeacon in the latest batch of updates to its Adobe Marketing Cloud product, making it possible for marketers to target content using the location of shoppers.

Media can now be sent across a number of channels to consumers, with marketers being able to deliver a promotional message through a retailer’s app when a shopper is in a specific store.

Using Marketing Cloud, marketers are able to follow the previous action up with an email campaign...

Salesforce wants to break down the barriers between marketing, sales and customer service

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Customer relationship management (CRM) company Salesforce has taken the wraps off its latest edition of Social Studio.

While being primarily targeted at the burgeoning content marketing industry adding features that mean you might never need to use Twitter or Facebook’s interface again, Salesforce’s updated utility excels at enabling departments to collaborate on social engagement.

With Social Studio, marketers can use the software’s new social listening engine to...

What are the five pillars of personalisation marketing?

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Most people look at personalisation marketing as a new and recent addition to the digital marketing mix, but this is an incorrect and dated view. Personalisation marketing has been around at least in principle for more than 25 years. In fact I developed one of the first personalised marketing programmes for Heidelberg USA more than 20 years ago.

To determine what has changed and what has transferred this “legacy” technology into the modern digital world of marketing,...

By Thaddeus Kubis, 17 November 2014, 2 comments. Categories: Advertising, Customer Experience.

Wearing thin: Is wearable tech an ethical nightmare for PR and comms professionals?

The CIPR hosted a debate last week at the House of Commons on the implications of wearable technology and how such devices raise ethical concerns around the potential use of the data they provide for marketing and PR purposes. However, these devices pose the same kind of challenges as many current technologies do, argues Aspectus PR’s Garry Dix.

Last Monday saw the CIPR ask whether or not ‘wearable technology is an ethical nightmare for PR, marketing and communication professionals’, with two...

By Alastair Turner, 17 July 2014, 0 comments. Categories: Customer Experience, Wearables.

Five minute guide to a bulk SMS campaign

There is a huge market for businesses using SMS messaging as part of their marketing campaigns. There are several benefits to incorporating it into the current marketing schedule and a bulk SMS campaign can give you positive results whilst being easy to implement.

How do these campaigns work and what benefits will they bring to your business?

Know your market

One of the first things you need to know is the market that you are trying to reach. You should establish this before you even start thinking about what...

By , 03 February 2014, 0 comments. Categories: Advertising, Customer Experience.

Realising that mobile is more than a channel

As mobile is on the seemingly endless upward curve, the digital marketing community is talking more and more about the best ways to utilise mobile…

One of the key questions that we ask ourselves is how is mobile viewed to begin with. Many traditionalists are viewing it in the same line as print, TV, digital and even as a marketing channel;...

By Mike Saunders, 13 June 2013, 0 comments. Categories: Customer Experience.