Tag: customer experience

Case Studies Market Data

How consumer-generated content is changing shopping behaviour online and in stores

Post author By Sally Hooton
Post date 28th June 2018

Don’t miss this 33-page guide to the latest developments in consumer-generated content (CGC).

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Tags consumer reviews, consumer trust, consumer-generated content, customer experience, customer experience management, financial services, marketing strategy, user experience, user generated content

Data Driven Channels Global Insight

Crowdsourced success – the why and how of customer reviews

Post author By Christian Golden
Post date 27th June 2018

Christian Golden discusses why customer reviews are an important part of a marketing strategy and how their potential can be harnessed. His article is based around in-depth research into what buyers of B2B software look for on their purchasing journey – a study which revealed some major trust issues and the increasing need for vendor transparency.

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Tags B2B, B2B marketing, brand advocacy, brand advocates, branding, consumer reviews, consumer trust, customer experience, customer experience management, endorsement, influencer marketing, IT, online reviews, peer pressure

Best practice Data Driven Channels Global

How to future-proof your website against ad-blockers

Post author By Bill Hess
Post date 21st June 2018

Bill Hess discusses how to place ad content on your site that is welcomed, not blocked. He believes website owners can protect their sites against ad-blockers by taking more care, claiming visitors are annoyed by irrelevant ads, not all ads. So, be aware of the difference, get to know your audience and tailor the ad content accordingly in order to boost your sales.

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Tags ad blocker, ad-blocking, customer experience, customer experience management, CX, e-commerce, Google Chrome, mobile ads, user experience, UX, website analytics, website design

Best practice Europe Global Strategy and Management UK

Diverse marketing and brand reputation: why it’s so important to embrace diversity

Post author By Lucy Smith
Post date 12th June 2018

How ‘diverse’ are your marketing teams? Are they viewing a campaign’s creativity from a multi-cultural, gender-fluid, age/ability-inclusive perspective? Or is there still an insensitive slant towards sweeping generalisation in your marketing messages? Lucy Smith calls for more diverse marketing and shows how and why your care and regard for all minority groups and segments can enhance your business reputation and customer loyalty.

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Tags content management, content marketing, customer experience, customer loyalty, diversity, ethics, ethnicity, Gen X, Gen Z, gender, marketing agencies, marketing campaign, marketing campaigns, marketing strategy, millennials, reputation, segmentation, social media

Data Driven Channels Global Insight

Your marketing looks great! So why is your customer engagement poor?

Post author By Henry Smith
Post date 30th May 2018

customer engagement poor customer engagement life events

We all know that engagement is vital, so why are so many marketers rubbish at it? A recent report has found companies are still not sufficiently tailoring their communications to customers throughout the lifecycle and it is surprisingly common for global marketers to send un-personalised emails. In fact, fewer than a third of businesses have a ‘defined’ audience engagement capability for their email campaigns. So, is your customer engagement poor? Check out the report evidence and heed the solutions:

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Tags Big data, customer engagement, customer experience, customer experience management, CX, data segmentation, email marketing, marketing automation, personalisation, segmentation

Data Driven Channels Global Insight

Segmentation and the savvy shopper – demographic data is a start, but is it enough?

Post author By Pini Yakuel
Post date 24th April 2018

The longstanding assumption among retailers has been that women will buy, no matter what the price. But Pini Yakuel, challenging traditional segmentation personas, says latest research delving into demographic data proves that it’s actually the girls who win the best deals, the optimal value for money. However, he says far more attention is required to ensure that savvy shopper remains loyal to a brand. So indeed, no matter what the price, it’s all about the crucial customer experience.

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Tags analytics, consumer behaviour, customer data, customer experience, data science, data segmentation, demographics, discounts, marketing strategy, personalisation, retail

Data Driven Channels Europe Global Insight UK

London Fashion Week: a reminder that without an online strategy luxury brands won’t thrive

Post author By Shalina Ganatra
Post date 19th April 2018

London Fashion Week is staged twice a year – February and September – and, whether you follow fashion slavishly or not, affects what appears subsequently on the high street. But Shalina Ganatra looks at the event from a different perspective – the view of a marketer, and here discusses the online strategy luxury brands should now adopt to develop their personal shopping offering. She says retailers must get the basics right when gathering customer data to create a better and faster tailored shopping experience.

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Tags customer engagement, customer experience, customer experience management, customer loyalty, e-commerce, e-retailing, fashion, London Fashion Week, online retail, online shopping, Programmatic Commerce, retail

Artificial Intelligence Data Innovation Global Insight

The pursuit of perfection: AI and modern marketing

Post author By Jim Bowes
Post date 10th April 2018

AI and modern marketing , Phase 3 of the digital evolution

When it comes to AI and modern marketing the best is yet to come, says Jim Bowes. Forget the cyborg concept, robots could be put to work alongside humans – taking on high-tech tasks such facial recognition, emotional activity measurement and even campaign strategy automation. He says the latest technology will free up creatives and drive hyper-personalisation to improve the conversation with consumers. So what’s not to like?

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Tags AI, Artificial Intelligence, beacon technology, chatbots, customer experience, customer experience management, data analytics, machine learning, mobile apps, personalisation, programmatic advertising, video marketing, wearables

Data Driven Channels Global Insight

Leader of the pack: great customer experience beats price, so here’s how to get it right

Post author By Chris Robinson
Post date 28th March 2018

Researchers have been analysing how easily UK consumers can get in touch with retailers via their preferred channel and they have identified a ‘dutiful dozen’ retailers that are ticking all the boxes. With 81% of consumers taking their business elsewhere if their queries aren’t answered quickly and effectively by a company, it is critical that retailers are offering a great customer experience and as many customer service touchpoints as possible. Chris Robinson explores the evidence.

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Tags customer experience, customer experience management, customer journey, customer service, CX

Best practice Data Driven Channels Europe Global UK

What you must do to your website to generate B2B sales leads – part 3

Post author By Bob Dearsley
Post date 27th March 2018

Bob Dearsley has been examining website optimisation and how marketers should be addressing website messaging, design and structure, in order to build an e-visitor’s trust and encourage engagement. In this third and final part of the article series, he tells how to track engagement on your website to inform decisions and thus successfully generate B2B sales leads.

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Tags B2B, B2B marketing, customer experience, customer experience management, e-commerce, website analytics, website design