Why the US can still teach the UK about customer service excellence

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The UK has a long way to go to catch up the US on customer service if a new study is to be believed. Nunwood’s 2015 US Customer Experience Excellence report is based on 7,500 individual responses from US consumers covering 225 brands and shows that the US surpasses the UK in a number of areas when it comes to customer service excellence.

When comparing the two the study claims that US brands are 5% better on average than the UK with the UK currently at least five years behind...

By Liz Morrell, 02 April 2015, 0 comments. Categories: Customer Experience.

How Micro Focus transformed its legacy marketing platform and enhanced sales

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Micro Focus is certainly an intriguing company from a branding perspective. Its tagline is “application modernisation and management”, yet many will recognise the company as the de facto arbiter of the 55 year old COBOL language, made famous by Grace Hopper, as well as its Borland portfolio and IBM mainframes.

The company admitted there was a ‘lack of market awareness’ of the Micro Focus brand and turned to Oracle Marketing Cloud to transform its marketing...

By James Bourne, 01 April 2015, 0 comments. Categories: Case Studies, Customer Experience, Marketing Cloud.

New study claims retailers believe they offer better service online rather than instore

With the ability to interact with customers face to face stores should be the epitome of customer service, yet a new survey suggests that it is online that is winning the battle for great customer service.

The survey found that 75% of retailers believe their customers receive the best service online – whether through website, mobile or app – compared to only 25% believing the best customer service comes from instore.

Commissioned by Dyn the survey, of 300 IT executives across 11 countries, is at odds with the...

By Liz Morrell, 01 April 2015, 0 comments. Categories: Branding, Customer Experience.

How marketers should reassess their strategy after the clock change

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While many of us in the UK will be still moaning about the loss of an hour in bed last weekend British Summer Time actually offers a whole host of marketing opportunities that brands should be embracing this week.

That is the conclusion of eBay Enterprise, who says that brands and retailers need to adjust their marketing strategies to take advantage of the change of consumer mood now the clocks have gone forward.

It has identified four key opportunities it believes brands should be...

By Liz Morrell, 01 April 2015, 0 comments. Categories: Advertising, Branding, Campaigns, Customer Experience.

Organisational silos still hamper omnichannel strategies

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Organisational silos – rather than inadequate technology – continue to hamper the dream of an omnichannel presence for many companies according to a new report.

As businesses strive to deliver a seamless customer experience an omnichannel presence is vital – enabling a business to operate across whatever channel the consumer wants to use. And it’s something that’s high on the wish list for most with 79% of senior executives citing improving the customer...

By Liz Morrell, 31 March 2015, 1 comment. Categories: Customer Experience.

Making progress with understanding the complete customer journey

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Marketers have long struggled with pulling together all the data they need across all the different channels they operate to have a full understanding of their customer journeys but a new solution from Progress claims to overcome such challenges.

The company has launched an update of its Sitefinity platform that has created a Digital Marketing Command Centre that allows marketers to pull together omni-channel data and analyse it...

By Liz Morrell, 19 March 2015, 0 comments. Categories: Customer Experience, Data-driven marketing.

Customers more likely to hit delete button than ever

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Marketers who fail to use customer data properly risk finding themselves “at the mercy of the delete button”, according to new survey from the Aimia Institute.

As part of a survey of more than 10,000 consumers in the UK, France, Canada, USA and India the Aimia Institute explored how consumers are coping with the new world of data-centric marketing and how they felt about how and what types of brand communications they were receiving. It showed that consumers were...

By Liz Morrell, 18 March 2015, 0 comments. Categories: Advertising, Customer Experience.

Marketers drowning in data hampers optimisation of customer experience

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In an increasingly competitive world global marketers almost unanimously agree that the optimisation of customer experiences is key. 96% said that they felt it was important, with 41% claiming that it was a high priority for their business, according to a new study from Ensighten and Econsultancy.

Higher engagement

Its reasons are clear. 94% believe that optimising customer experiences will result in higher engagement and conversion rates whilst two thirds (66%) say it enables better...

By Liz Morrell, 18 March 2015, 0 comments. Categories: Customer Experience, Data-driven marketing, Data Science.

Don’t forget the human element in digital commerce

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Much of the innovation in commerce technology over the better course of the past two decades has been focused on removing “friction” from the buying process. Whether we are talking about online e-commerce, or in-store, etc. – technology has been developed to empower the consumer to make choices and complete purchase activity in an unfettered manner.

As the web, and now mobile, become ubiquitous tools for the everyday buyer – this initial automation phase...

By Martin Schneider, 18 March 2015, 0 comments. Categories: Customer Experience, E-Commerce, M-Commerce.