Third UK consumers will exercise GDPR right to be forgotten

Over a third of British consumers are planning to use their ‘right to be forgotten’ when GDPR comes into effect, according to research by independent media agency the7stars.

In a survey of over 1,000 UK consumers, 34% said that currently want to use their new powers to ensure that companies do not use their personal data for marketing purposes. The research revealed that concerns over data protection and privacy are weighing fairly heavily on the mind of consumers.

Only 19% of those surveyed were...

By Colm Hebblethwaite, 15 February 2018, 0 comments. Categories: Customer Experience, Data-driven marketing.

Facebook messaging or live chat software?

Facebook has announced a (free) version of Messenger for use by businesses on their websites. Talk goes that this add-on will swallow the live chat market whole and spell the end for all rival web chat solutions.

There are, however, big differences between live chat software and Messenger when it comes to connecting with customers.

Those who are already predicting the demise of traditional chat channels may wish to take these differences into account before ringing the death knell.

Trust and...

By Howard Williams, 14 February 2018, 0 comments. Categories: Customer Experience.

Convergence communiqué: Designing your story based on media and message (part two)

Are you watching The Crown, a biographical series on Netflix about the reign of Queen Elizabeth II of the United Kingdom? Wrapped within this historical story, there is a marketing lesson to be learned.

Even the most steadfast, traditional “brands”, such as the British Royal family, need constantly to review their messaging – without being blinded by preconceived internal and external beliefs – and to understand how their messaging is being perceived and viewed by the end users, in this case the...

By Thaddeus Kubis, 06 February 2018, 0 comments. Categories: Content Marketing, Customer Experience, Personalised Marketing, Publishing.

Achieving success at any level of customer experience maturity

Despite the ever-increasing amount of attention being paid to customer experience, particularly in industries like retail, improving customer experience remains a massive untapped opportunity.

Why?

Because there’s a major gap between the customer experience consumers expect, and the experience that most brands are capable of delivering. While research tells us that companies are making customer experience a top...

By Mark Smith, 30 January 2018, 0 comments. Categories: Customer Experience.

How can gamification decrease the opportunity cost of onboarding?

Have you ever calculated the cost of an ineffective onboarding process? Or do you think that your company uses its potential to the fullest?

Let us imagine now a different situation. All newcomers are introduced to their workplace so well that they can carry out their tasks effectively right from the very beginning. Knowledge trainings produce sales representatives who offer high customer service right from the start. Employees know details about each product from the portfolio and represent the company and its mission in...

By Comarch, 23 January 2018, 0 comments. Categories: Customer Experience, Gamification.

The top strategies for digital marketing success in 2018

Charming today’s entitled consumers will be the key challenge for marketers next year.

To make inroads, they need to create truly tailor-made experiences and mobile-first engagement and leverage the value of owned channels.  

Mega Trend - Artificial Intelligence

2018 will see artificial intelligence (AI) advance from cutting edge technology to status quo. Built into audience engagement platforms, AI will bring new levels of relevance into automatically delivered content, help marketers to recognise...

Top tips for chatbot adoption

Chatbots are playing an increasingly important role in marketing and customer engagement, with more and more businesses exploring the use of this technology. Indeed, we are witnessing explosive growth in its popularity, with 80% of companies either already using chatbots or planning to implement their use within the next two years.

It's no wonder that the chatbot market is seeing such an impressive growth in value (according to some

By Robin Collyer, 09 January 2018, 0 comments. Categories: Customer Experience.

Consumers value improvements to existing digital products over new experiences

Many brands will be looking to jump on a number of tech bandwagons in 2018, from wowing consumers with VR and AR to increasing the efficiency of their customer service through chatbots.

The thinking here is often that being a forerunner or early adopter of innovative technology can often be a benefit in itself by making a brand appear cutting edge to consumers.

A new survey, carried out by digital agency Code Computerlove, has found that getting on board with new trends is often less important to consumers...

By Colm Hebblethwaite, 08 January 2018, 0 comments. Categories: Customer Experience.

How instant gratification is the key to successful customer engagement

What is the biggest benefit of your application? Why should a customer download it? What is the main reason for not staying at the home screen level and going deeper into the solution? Each product is focused on its main value that may attract the user’s attention, encourage clients to visit the solution and check out all parts thereof. In gamification, the biggest value the user gets is appreciation - for how good they are, for the things they have already achieved within the engagement script or for...

By Comarch, 05 January 2018, 0 comments. Categories: Customer Experience, Gamification.

Five martech lessons from 2017 you need to take into 2018

It’s the time of year when marketers commonly reflect on the past year and gear themselves up for what’s to come in the 12 months.

As we emerge blinking and bleary-eyed from the holiday season into 2018, it’s not just a case of focusing on ‘what’s new’. Part of growing and developing as a business requires an honest analysis of your successes and failures in 2017.

You take forward with you what worked and discard what didn’t.

There are in fact a number of key martech themes from...