Why customer profiles are the key to personalisation

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Personalisation has been around for a number of years now. Brands tend to focus on a single channel (often email or web) and concentrate on adjusting the content for a superficial personalisation experience.

Meanwhile the challenges brands face around the disparate state of their customer data are not addressed, resulting in a preference for broadcast marketing. Creating actionable customer profiles allows brands to break down their data silos, focus on the evolving data streams and...

Why technology is making customer experience more personal

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21st-century customer interaction is often categorised by being increasingly ‘experience’ focused  as market-aware, brand-weary consumers look for easy and efficient responses alongside personalised engagement.

Strong brand statements are no longer enough when communicating with the customer; the entire experience with a brand has to be responsive and perceptibly tailored to their needs.

Customers also now expect their entire journey with a brand to be an...

Bridging transactional and attitudinal insight to engage customers for the long term

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The subject of customer engagement and experience is becoming increasingly important within modern businesses, as today’s brands continue to fall over themselves in order to win customers and grow a loyal fan base. However, in doing so many are in fact turning consumers away by failing to properly engage with them. Indeed, Gartner suggests that brands have been disengaging them for over a decade, in a bid to lower costs.

Our recent research revealed that 50% of customers...

By Adam Goran, 13 February 2015, 0 comments. Categories: CRM, Customer Experience, Data-driven marketing, Data Science, Personalised Marketing.

Context is everything in video advertising, states Oxford paper

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Even the most enthralling video advert on the planet would be worthless if it was emotionally at odds with the media it showed up in, according to a new report from the University of Oxford.

Six studies were performed on 900 people, who were asked to watch a number of video advertisements while having their responses monitored. If an ad that oozed high energy appeared during moment of tension in a movie, it would be a big turn-off for consumers.

For example an ad featuring...

Personalisation: So much more than an ‘add on’

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Personalisation, much like many of the marketing terms before it, has been a staple in the vocab of many a marketer over the past decade. Now, as we start to enter the next chapter of ‘hyper-personalisation’ and ‘marketing to the segment of one’, personalisation is arguably entering its golden age. Indeed, a recent survey by Adobe showed that ‘targeting and personalisation’ remain the top digital priorities for 2015.

The current focus on...

By Jonathan Pritchard, 11 February 2015, 0 comments. Categories: Personalised Marketing.

Marketers at loggerheads with consumers over personalisation effectiveness

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Most marketers may believe that they are delivering effective personalised experiences to their online customers, but this is at odds with the views of the very consumers they are targeting.

Predictive data service Lytics has released a report detailing how 53% of marketers are convinced by the competency of their personalisation strategy, however 80% of consumers insist brands show little evidence that they are familiar with their online purchasing needs.

Indeed, the same...

Six ways to capture the power of positive personalisation

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A recent statistic from analyst firm Gartner revealed that by 2016 89% of marketers expect to compete primarily on the basis of the customer experience their brand, product and service delivers to the client or the consumer. I am not surprised by this stat given that a truly personalised user experience can make a customer feel highly valued, which is almost impossible to achieve through print or billboard adverts.

If organisations use consumer data in a smart way, they can ensure that the information they share is always relevant to...

Personalised marketing: A primer

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We are all familiar with marketing personalisation, even if we don’t think we are. Those emails you get that recommend products or services? On site content suggestions depending on what you have recently viewed? That is all marketing personalisation, and it works thanks to some innovative tech going on behind the scenes.

This is so prevalent online now, that it has become the expected norm. It is no longer enough to simply round up your latest offers and send them over to...

By Oren Greenberg, 09 February 2015, 0 comments. Categories: CRM, Customer Experience, Email marketing, Personalised Marketing.

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Drop your details to the right and we’ll send you our Incite Summit: East 2014 e-Book. Included are contributions from big-brand CMOs, SVPs, and VPs  on how to: 

  • Use data to create simple, smart, and connected customer experiences
  • Encourage interdepartmental collaboration and internal brand evangelism 
  • Tell stories with your content to connect with consumers
  • Talk to your customer where and when they’re listening 

Use the e-Book as a reference as you tackle your biggest challenges and priorities for the coming year. Get your copy now >>

By Richard Potts, 06 February 2015, 0 comments. Categories: Best Practice, Big Data, Customer Experience, Personalised Marketing.

Marketing and the power of personalisation

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There has been seismic change in the last decade alone. The development of new technologies, new tools, new channels and new rules has led to the emergence of increased consumer demands, more savvy customers and bigger requirements from the marketing profession than ever before.

Widespread reduction in budgets and the changing nature of customer communication demands more of marketing to generate better response rates and more effective engagement with consumers.

I want to discuss...

By Thomas Brown, 04 February 2015, 0 comments. Categories: CRM, Customer Experience, Personalised Marketing.