The twilight of Net Promoter Score: Why NPS is failing CX professionals

It is widely accepted that superior customer experience (CX) drives revenue growth. Ever since Frederick Reichheld introduced the Net Promoter Score (NPS) in the 2003 Harvard Business Review, marketers’ focus has been seeing how customer experience can be captured. Often by managing the answer to the seminal question “On a scale of zero to 10, with 10 being highest, what’s the likelihood that you would recommend us (our company/brand) to a friend or...

By Dr. Alain Briançon, 27 March 2019, 0 comments. Categories: Best Practice, Customer Experience.

Embracing marketing creativity through collaboration: Partnerships for retail and data

Companies struggle to know their customers. This is the harsh reality for all marketers. Achieving a full view of their customers’ data is almost impossible especially when analysed in isolation. So how can brand-side marketers collaborate with retailers to bring creativity to the table and make the most of multiple sets of data?

The current challenge for brands that interact with a...

By Steve Martin, 26 March 2019, 0 comments. Categories: Customer Experience, Data-driven marketing.

The big ‘tech-tonic’ shift: As Amazon begins to break the advertising duopoly – what’s left for anyone else?

Google and Facebook have held a well-documented, vice-like grasp over digital advertising budgets for over a decade, commanding 56% of global digital ad spend in 2018. That’s a fairly lucrative share of a market worth £470 billion. Viewing these figures, it is easy to regard the incumbent digital...

By Eric Visser, 25 March 2019, 1 comment. Categories: Advertising, Advertising Technology, Search Marketing.

New research explores increasing importance of dark social in content engagement

As more and more users prefer to share content through private messaging apps, the question for marketers is – how can you get the most out of ‘dark social’?

A new study from We Are Social, alongside market research firm GlobalWebIndex, found Facebook Messenger, WhatsApp, and Instagram’s direct messaging functionality were the most popular private messaging platforms. Of the more than 3,000 internet...

The four-part plan for 'hiring' the perfect AI customer service agent

The interview with a customer service applicant is underway. After looking at skills and background, it's time to determine whether the applicant will be a good fit. You’ve conducted hundreds of interviews before, but this one’s a little different — you're interviewing an agent that could handle thousands of conversations simultaneously and respond to customers in a personal way, without delay.

By Fang Cheng, 22 March 2019, 0 comments. Categories: Automation, Branding, Customer Experience, Data-driven marketing.

What are the real effects of data breaches on consumer trust?

Numerous high-profile data breaches have made customers question their trust in brands in recent months and years. Although the costs associated with regulatory fines and lawsuits following a data breach can be severe, perhaps no effect is quite as long-lasting or harmful as the loss of consumer confidence that accompanies these breaches.

Consumer trust is not built, nor can be earned back,...

By Marty Greenlow, 22 March 2019, 0 comments. Categories: Attribution, Branding, Customer Experience, Data-driven marketing.

Why it’s high time to embrace internal comms during moments of crisis

On a global level, we’re at a time of great change and, some would say, immense uncertainty. We are living in times of uncharted territory, where sudden 360 turns are happening and, in terms of business, trying to steady the turbulent tide seems to be getting even tougher.

During such times, when events are completely out of their hands and also their workforce’s hands, businesses...

By Cyrus Gilbert-Rolfe, 21 March 2019, 0 comments. Categories: Attribution, Branding, Content Marketing, Social Media Marketing.

Blink and you’ll miss it: How to get the most out of short-lived social content

It is no secret that social media marketing is an ever-moving target. Up until recently there was a firm belief that the longer content remained accessible the more impactful it would be. Now, as counterintuitive as it may sound, there is a swing towards short-lived content, which has to do with Instagram’s rise in popularity.

Instagram is increasingly being seen by brands as a dynamic platform from which to share their more informal...

Google slapped with €1.49bn EU fine for antitrust in advertising

Google has been fined €1.49 billion (£1.28bn) by the European Commission for breaching antitrust rules for its online advertising services.

The Commission concluded that the search giant had abused its market dominance – exceeding 85% for most of the analysed time period – for favouring its own price comparison results for searches through its AdSense for Search platform.

By James Bourne, 20 March 2019, 0 comments. Categories: Advertising, Advertising Technology, Organic Search, Search Marketing.

Salesforce and Oracle show off more AI-flavoured goodies around service and finance respectively

Salesforce and Oracle have been wiggling their proverbial tails and showing off a bit of plumage in an attempt to woo potential customers with their latest AI-flavoured offerings.

Salesforce has announced an extension to its Service Cloud Einstein AI product set. New use cases include reply recommendations, using natural language processing to suggest the best responses to agents over chat and messaging, article recommendations,...

By James Bourne, 19 March 2019, 0 comments. Categories: Automation, Customer Experience, Data-driven marketing.

Mobile understanding and holistic experiences: What marketers can learn from MWC19

The great and the good of the telecoms industry descended on Barcelona at the end of February for this year’s MWC. The tech hype that surrounds this landmark event is hard to miss, but still, it was clear from the many delegates that we spoke to that marketers are primarily focused on addressing their current business challenges.

The frequency and regularity that new channels, platforms...

By Daniel Kahtan, 19 March 2019, 0 comments. Categories: Advertising, Customer Experience, Mobile Marketing.

Consumers will walk away from brands who go against their values – but brands have their heads in the sand

It’s time for brands to shape up or ship out when it comes to ethics with two in five consumers already having walked away from organisations which have violated their personal values, according to a new industry report.

The study from agency Hotwire, which alongside Sapio Research polled more than 6,000 consumers, as well as more than 1300 CMOs and business decision makers, argued that while consumers are willing to start...

By James Bourne, 18 March 2019, 0 comments. Categories: Advertising, Best Practice, Branding.

LinkedIn explores the ‘enlightened buyer’ and how marketers can influence the purchase process

As emerging technologies continue to pervade virtually every facet of business, technology buyers are becoming more aware and enlightened. A new report from LinkedIn has argued that marketers can be the key to driving customer decisions across the buying process.

The report, titled ‘The Enlightened Tech...

By James Bourne, 15 March 2019, 0 comments. Categories: Advertising Technology, Automation.

Brand suitability: Exploring the next generation of brand safety

Brand safety is big news. It is one of a trinity of major issues facing the advertising industry today, the others being fraud and viewability. But dig beyond the headlines and it is bigger news still – it’s time for advertisers to take a stand and look beneath the waterline.

News publishers risk being unfairly penalised and the industry is at risk of losing quality, independent journalism if advertisers are...

By Nick Welch, 14 March 2019, 0 comments. Categories: Advertising, Advertising Technology, Branding, Programmatic.

Instagram beats YouTube as top influencer platform as brands see rewards for better disclosure

Instagram has topped YouTube as the number one platform for influencer content – with brands heeding consumer interest and moving towards ‘honest disclosure’ of partnerships.

That’s according to new research from Rakuten Marketing. The company, in its 2019 Influencer Marketing Global Survey which polled 3500 consumers and 700 marketers globally, saw Instagram cited by 65% of those polled as where they most...

Facebook looking to remove ad relevance score to come up with more ‘actionable’ metrics

How relevant is relevant when it comes to advertising, exactly? Facebook is hoping to have the answer to this question with an update of its metrics.

The social giant is updating three of its ad metrics, focusing on improving relevance and reach as well as eschewing some of its lesser-used options.

The updated, more ‘granular’ ad relevance diagnostics, will focus on three...

By James Bourne, 13 March 2019, 0 comments. Categories: Advertising, Advertising Technology, Social Media Marketing.

How is automation changing the face of brands' social media conversations?

It’s no secret how quickly advancements in technology are changing the digital landscape and diversifying how people talk to one another online – and automation is very much at the forefront.

But as more organisations look into enhancing their everyday communication, it’s important to remember that such systems have been developed to – among other reasons – further assist instant, social media conversations with customers.

There’s no doubt that with the rise in social media...

By Micha Nielsen, 12 March 2019, 0 comments. Categories: Advertising, Attribution, Content Marketing, Social Media Marketing.

The 2019 data outlook sees spending rocket and multi-channel key amid regulatory concerns

Data spending continues to go up - but getting fresh, gleaming, actionable insights remains a challenge. According to a new survey published by the Interactive Advertising Bureau (IAB), organisations are looking to multi-channel to create those harmonious experiences users will love.

The study, which polled 105 professionals focused across marketing service providers, developers and publishers, found cross-channel campaign measurement and attribution - cited by 57.3% of those polled - was a top priority, as...

By James Bourne, 12 March 2019, 1 comment. Categories: Advertising, Branding, Data-driven marketing, Programmatic, Web Analytics.

Mind your language: Using multilingual websites to increase eCommerce engagement

In the quest for customers the battlegrounds for online retailers tend to be rooted in SEO, PPC campaigns and, for those who can afford it, above-the-line ad campaigns. But there are also more organic ways to increase engagement and conversions via a website, particularly where international brands are concerned.

One technique that is often disregarded by all but the biggest players due to fears over cost and complexity is a true multilingual online retail experience.

Historically, there are two ways of...