Tag: customer experience management

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Artificial Intelligence Data Innovation Global Insight

Redefining retail: why focusing on CX will maximise potential of big data and AI

redefining retail lessons Amazon Prime Day, native advertising 2020 , Digital evolution, omni-channel

Artificial intelligence (AI) enhances an online retailer’s ability to engage with customers, says Peter Thomas. The technology that is now redefining retail enables algorithms to make the same complex decisions a human could, sifting through the data, but much faster and at volume. It means the customer experience (CX) becomes more tailored and personalised; the customer journey more comfortable. When used well, the tech helps both retailer and consumer.

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Data Driven Channels Global Insight

Boosting profits and winning business through effective UX

effective UX

Is your website easy to use? Can potential customers find what they want quickly enough? How effectively can they navigate around the site? A poor user experience (UX) can negatively impact overall customer experience, so it makes sense to check that your website provides an effective UX. Andy Clowes shows how businesses can optimise the design of digital offerings based on customer requirements to improve profits overall.

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Data Driven Channels Global Insight

Time for a chat – real-time messaging must strike the right tone

chat

Are you using a real-time conversational channel – the live chat facility – for your visitor’s journey through your website? Marie Sagarzazu discusses when to use it for best effect and how it can enhance or hinder the customer experience. Make sure you can spot the difference and act accordingly.

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Data Driven Channels Europe Global Insight UK

6 crucial customer service metrics you can’t afford to ignore

customer service metrics

How often do you monitor data relevant to your customer service? Do you know how good your customer service metrics are . . . have you measured them? How well do your teams perform when it comes to customer care – keeping them happy, dealing with complaints, upselling, cross-selling, responding quickly to their enquiries? Are your employees pulling their weight and helping to retain your precious customers? Rafferty Gifford shows how you can track their performance.

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Best practice Data Driven Channels Europe Global UK

Rogue, fake or honest, genuine? Aiming to restore faith in the customer review

customer review

Consumers use reviews, reports and ratings to make informed and accurate purchase choices; retailers use them as customer feedback – to learn to understand their audience better. But can reviews be trusted or are they fakes? A new standard has been introduced, aiming to put trust back into the online customer review. Matt West tells how it will benefit the industry.

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Data Driven Channels Global Partner Content

Revealed! The 7 secrets of the optimal customer experience are . . .

optimal customer experience

We live in an era when commercial success depends on a strong customer experience and high customer engagement throughout their user journey.optimal customer experience And the best way to understand why customers engage with your business, why they convert at checkout or even why they leave your site is, simply, to ask them!

Your customers are more than numbers, accounts, carts or cookies – don’t forget that they are people! While technology helps you better understand what they are doing, actually reaching out and creating one-to-one relationships with those people breaks down barriers and delights your customers. So, find out how to deliver the optimal customer experience!

This paper is based on seven years of experience, hundreds of successful implementations and millions of customer interactions. Download it now! Your GMA has partnered with Demand Exchange and Medallia to discover how to:

  • Add context to your analytics and increase conversion.
  • Collect feedback across each touchpoint to understand roadblocks that prevent your sales completion.
  • Use different feedback forms for different interactions.
  • Expedite responses to feedback from your most valuable customers, to keep them engaged and moving towards conversion.
  • Use feedback to boost your social media.
  • Ask the right questions to learn why your customers aren’t checking out.
  • Look for both quick wins and long-term big opportunities.

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CRM Data Driven Channels Global Partner Content

Consumer retention – the complete guide to customer loyalty

consumer retention

Consumer retention – the GMA has partnered with Demand Exchange to bring you this latest report from Yieldify.consumer retention

We marketers love and are driven by customer acquisition – the art of acquiring new traffic, new buyers, new social media fans, new email subscribers and so on. Thus, marketing strategies tend to lean towards acquisition rather than retention.

But are we missing a trick? The probability of selling to an existing customer is 60-70%, therefore it does make sense to invest in retention to boost those numbers, the ones that really matter – sales. So how can marketers engage with these customers to boost their loyalty?

Download this guide to glean actionable advice and learn the tactics you need to acquire in order to maximise your customer loyalty strategy. The report also reveals best practice examples from a range of industries.

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Data Driven Channels Global Partner Content

The ROBO Economy: how reading reviews impacts offline sales

ROBO economy

ROBO economy – the GMA has partnered with Demand Exchange to bring you access to the latest report from Bazaarvoice.

The guide presents details about the phenomenon of ROBO and how it can impact your marketing.

Download the report to discover:

  • What ROBO is
    • How ROBO and ‘reverse showrooming’ trends are changing and what to look out for going forward.
  • Exclusive ROBO stats
    • Drawn from more than two million data points, see the impact of ROBO across 12 key product categories.
  • How to calculate your ROBO multiplier
  • What ROBO means for marketers
    • 3 steps to making the most of ROBO opportunities.

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Data Driven Channels Global Insight

Jet set for the ideal customer journey: joining up traveller data

traveller data

How can airlines and airports, together with associated retailers, boost the customer experience and also benefit from sharing traveller data? Strategist Jon Reay examines upgrades, discounts and rewards and the possibility of a single mobile app offering opportunities for co-operating brands at airports. He shows how small improvements to the customer journey through the airport – literally and digitally – could have a significant commercial impact for all.

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Data Driven Channels Global Insight

Is your B2B website a marketing machine or an anchor?

B2B website

Don’t get weighed down by poor B2B website design and risk an even worse user experience. Verity Dearsley explains the concept of growth-driven design and how it can engage visitors, lift ROI and propel your business onwards and upwards.

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