Is your CX strategy consolidating your gains, or spreading itself too thinly?

Customer experience (CX) can have a big impact on your success as a business. A good experience can keep a customer coming back for years; conversely, a poor one will lead to lost business.

This can have a big material impact: according to the Institute of Customer Service, companies that provided customer service rated above the average saw higher sales – around 6.3% higher, based on the ICS UK Customer Service Index

By Simon Johnson, 05 September 2018, 0 comments. Categories: Advertising, Customer Experience.

Complaints to the ICO have doubled since GDPR came into effect

Since the General Data Protection Regulation (GDPR) came into effect, data breach complaints to the Information Commissioner's Office (ICO) have “more than doubled”.

That’s according to findings by the law firm EMW, which found that 6,281 complaints were lodged between the GDPR’s May 25 implementation this year and July 3. That represented a 160% rise on the 2,417...

By Mark Jones, 05 September 2018, 0 comments. Categories: Advertising, Best Practice, Data-driven marketing.

What can we learn from Australia's digital marketing skills shortage?

I’m an English-born Australian who loves both his new country and his industry, digital marketing, an industry I’ve been wedded to since leaving university twenty years ago. When I first arrived in Australia, I quickly learned that digital marketing was propped up by imports, mostly ‘POMs’ like myself with little focus on nurturing local talent.

At the time it wasn’t an issue for the industry and there were...

By Gary Nissim, 03 September 2018, 0 comments. Categories: Advertising, Best Practice.

WPP announces Mark Read as CEO following Sir Martin Sorrell’s departure

Advertising and PR giant WPP has announced the successor to Sir Martin Sorrell, with co-chief operating officer Mark Read set to take the CEO reins with immediate effect.

WPP’s chairman, Roberto Quarta, said the decision followed a rigorous selection process and assessment of internal and external candidates.

“That process, alongside Mark’s wise and effective stewardship of the business in the last few months, left us with no doubt that he is the right leader for this company,” said...

By Mark Jones, 03 September 2018, 0 comments. Categories: Advertising, Advertising Technology.

'Your PC is being hacked': Google cracks down on fraudulent tech support ads

Google has begun restricting ads that offer third-party tech support in a bid to “maintain a healthy advertising ecosystem”.

Those ads refer to the pop-ups that most of us disregard, telling us that our PCs have been hacked or infected and that we must seek immediate support to protect our systems.

Less tech-savvy users can be duped into calling the fake support numbers, often presented as companies such as Microsoft or Apple, where technicians will talk them into paying extortionate repair or...

By Mark Jones, 03 September 2018, 0 comments. Categories: Advertising, Advertising Technology, Best Practice.

Five steps to avoid wasting your display advertising budgets

There is a myriad of advertising partners available to buy media and help mobile advertisers to reach their target audiences, and advertisers need to follow clear criteria to find the right ones. In the world of data-driven advertising, it is a common (and logical) practice to distribute advertising dollars based on the cost per conversion each partner is delivering, and those delivering the best price, or in other words, the best ROI, will get the bigger budgets.

By Tiago Vila Verde, 28 August 2018, 0 comments. Categories: Advertising, Attribution, Programmatic.

Young marketers in UK favour high salaries over 'meaningful' startups

As school leavers in the UK receive their A-level results, new research has found that the next generation of marketers prioritise job security over working for ‘cutting-edge’ brands.

A survey by CIM (Chartered Institute of Marketing) found that 41% of 17-19 year olds who have left school in the last six months are indeed interested in a career in marketing.

However, nearly two-thirds (64%) favoured working in a...

By Mark Jones, 16 August 2018, 0 comments. Categories: Advertising, Best Practice.

The Facebook-Google duopoly means ad tech growth is drying fast

The duopoly is real, and independent ad techs are feeling it.

Citing research by LUMA partners, the New York Times reported that the number of independent ad tech firms fell by 21% since 2013, amounting to just 185 as of last quarter.

Meanwhile, of the $88bn spent on digital ads last year, over 90% went into Facebook and Google’s pockets, leaving a remaining market worth just $9bn for those smaller outfits.

The result is that venture capital investments - which reached a high just shy of $3bn in 2015 -...

By Mark Jones, 14 August 2018, 0 comments. Categories: Advertising, Advertising Technology.

Three solutions to the 'nonsensical' ad viewability standard

In 2014, I wrote a piece calling out our industry for its pretty feeble definition of ‘viewable’. Little did I know I’d be saying the same things four years later. 

But the fact is, very little has changed. The Media Rating Council’s standard still stands: a digital advert is classed as ‘viewable’ if half of it is in vision for one second or more. Run that by anyone outside media-land and they’d laugh in your face.

I actually have sympathy for the Media...

By Daniel Shaw, 07 August 2018, 0 comments. Categories: Advertising, Best Practice, Campaigns, Programmatic.

Facebook topples from list of top ten most-innovative brands

Battling fake news, mass data breaches and a stomach-lurching drop in share prices, it’s hardly been a good year for Mark Zuckerberg, and as if to rub salt in the wound, the social network and tech colossus has now fallen out of sight on a rank of the world’s most innovative brands.

The revelation comes as part of Brand Keys’ sixth annual

By Mark Jones, 01 August 2018, 0 comments. Categories: Advertising, Advertising Technology, S-Commerce, Social Media Marketing.

Customer, interrupted: Second-guessing digital marketing’s most effective tactic

Most sensible marketers — and everyone but the worst of the worst — left pop-up windows behind ages ago. While that move was welcome news to, well, everybody, similarly intrusive tactics still exist in modern marketing playbooks.

While interruptive tactics can be effective, marketers must first weigh short-term benefits with long-term costs. Full-screen overlays, modal windows, and interstitials, for example, could do more harm than good. They might be highly visible, but they can damage the...

By Sean Schroeder, 30 July 2018, 0 comments. Categories: Advertising, Best Practice, Customer Experience.

Google now allows ad buyers to exclude publishers without ads.txt

Google announced yesterday that customers of its Display & Video 360 services (formerly DoubleClick Bid Manager) can now select to only run campaigns on publishers with ads.txt authorised inventory, excluding those that aren’t compliant.

Ads.txt is a standard introduced by the Interactive Advertising Bureau’s Tech Lab (IAB) to combat ad fraud through domain spoofing. By adding an ads.txt file to their sites, publishers are able to list the exchanges and networks that are authorised to sell...

By Mark Jones, 27 July 2018, 1 comment. Categories: Advertising, Best Practice, Publishing.

Instagram ad spend growth trounces Facebook in wake of privacy concerns

Instagram’s year-on-year ad spend grew 177 percent - four times that of Facebook - as its owner failed to live up to Wall Street expectations following its Q2 2018 earnings report.  

Excluding revenue from its hugely popular photo-sharing app, Facebook reported ad spend growth of 42 percent amounting to $13.23bn (£10.13bn) yesterday which, while on paper sounds reasonable, represented its slowest-growing quarter since it went public.

The report saw Facebook’s stock take a 10% plunge,...

By Mark Jones, 26 July 2018, 0 comments. Categories: Advertising, Mobile Marketing, Social Media Marketing.

What’s next for attribution when two-thirds of cookies are rejected?

In the early days of digital advertising, hopes were high that the industry was entering a new era of accountability. And, for a while, it did. When everyone used one browser and one device, tracking tools such as the cookie functioned as a viable approximation of individuals that powered accurate measurement and attribution.

However, times have changed.  

Not only do consumers make their activity harder to trace by using multiple connected devices — at least three per...

By Peter Falcone, 25 July 2018, 0 comments. Categories: Advertising, Attribution, Personalised Marketing, Publishing.

Over a third of banner ads across Europe weren’t seen last quarter

Less than two-thirds (61%) of banner ads were considered viewable in Europe last quarter.

The technical criteria for an ad being viewable is being at least 50% within the visible area of a browser for at least one second, and yet 39% of banners failed to meet this standard across the continent.

The findings from ad verification company Meetrics suggest three things; advertisers need to produce better creative, ad exchanges need to acquire better inventory, and that marketers are wasting a lot of money.

But while the study gives support...

By Mark Jones, 24 July 2018, 0 comments. Categories: Advertising, Branding, Personalised Marketing.

The power of Scrum for agile marketing

Agility is the cornerstone of successful digital marketing.

The ability to react quickly, fail fast, adjust accordingly, infuse deliverables with company vision and understand the customer better is critical. Tools like A/B testing are extremely beneficial to marketing agility in terms of quick reaction and course correction; however, these tools are a drop in the bucket if your organisational structure itself isn’t agile.

There are a number of work management frameworks that enable organisations to...

By Renata Lerch, 24 July 2018, 1 comment. Categories: Advertising, Best Practice, Campaigns.

Facebook jumps on Crimson Hexagon following data share breach accusations

With another company being accused of breaching Facebook’s data-sharing policy, it’s no surprise that the social network has been quick to act.

Facebook announced the suspension of Boston-based analytics firm Crimson Hexagon - a company that reportedly has ties with government agencies around the world, including Russian nonprofits with alleged ties to the Kremlin - last week, following a report by Wall Street Journal (WSJ) questioning whether it uses data from social media for surveillance...

By Mark Jones, 23 July 2018, 0 comments. Categories: Advertising, Best Practice, Data-driven marketing, Social Media Marketing.

Why advertisers must use next generation mobile technology responsibly

In advance of each iteration of a manufacturer’s smartphone, speculation is rife as to what new technology will be included and how this will enhance our lives.

What is clear from the range of smartphones that are currently available, along with predictions about future models, is that screen size is a critical way to gain a competitive advantage.

Big screens, small handsets

Apple’s most recent model, the iPhone X introduced features such as facial recognition to unlock the device that eliminated...

By Neil Johnson, 23 July 2018, 1 comment. Categories: Advertising, Advertising Technology, Mobile Marketing.

Salesforce snaps up Israeli cloud-based AI group Datorama for $800m

Salesforce has announced the acquisition of Israel-based Datorama, a cloud-based AI (artificial intelligence) company.

While terms of the deal weren’t disclosed, reports suggest the deal could be worth approximately $800m (£602m), as the US sales and marketing cloud tech giant looks to keep pace with rivals such as Adobe and Oracle.

Datorama enables more than 3,000 leading global agencies and brands - including PepsiCo, Ticketmaster, Trivago, Unilever, Pernod Ricard and Foursquare, make sense of...

By Mark Jones, 17 July 2018, 0 comments. Categories: Advertising, CRM, Customer Experience, Data Science.

When AI misses the mark: The unlikely casualties of Facebook’s political ad filter

Following its time in the public petri dish over Cambridge Analytica and implications that Russia-backed content on its platform had an influential effect on the US election results, you can’t blame Facebook for being a tad overcautious.

As part of its recently rolled-out political ad policies which requires all political advertisements to undergo verification and feature listed details of the buyer, the social network employs an artificial intelligence (AI) system to identify politically-fuelled ads...

By Mark Jones, 10 July 2018, 0 comments. Categories: Advertising, Advertising Technology, S-Commerce, Social Media Marketing.