Tag: customer journey

Did your sales crash? Examine your CRM strategies and fight back

Post author By Peter Zeun
Post date 4th January 2018

High street sales figures make grim reading currently, as rising inflation is clearly impacting consumer spending levels. And, with household incomes failing to keep pace, there is little sign of an upturn for retailers – in the immediate future at least. But Peter Zeun argues that in these difficult times, when it is getting ever harder for retailers to persuade consumers to spend their hard-earned cash in store or online, putting in place the right customer engagement and retention strategies is increasingly imperative for any brand. So start now, scrutinise your CRM strategies and take control of the future.

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Tags CRM, customer journey, customer service, personalisation, Single Customer View

Data Driven Channels Europe Global Insight UK

Out of contact, out of touch – so open up your lines of communication

Post author By Chris Robinson
Post date 3rd January 2018

Research shows that more than half of consumers stop buying after a poor customer service interaction and that 95% ‘share’ bad experiences – so what, if anything, are companies doing to stop customers ‘falling through the cracks’ in the multichannel experience brands are offering? And how can they improve that offering? Chris Robinson says they should start by looking to their lines of communication and ensuring their customers can easily reach them.

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Tags CRM, customer experience, customer experience management, customer journey, customer service, personalisation, user experience

Asia-Pacific Case Studies Data Management Europe Global Japan Netherlands Strategy and Management

Pedal to the metal — bringing the Mazda customer journey to life (case study)

Post author By Anoma van Eeden
Post date 19th December 2017

We are currently witnessing a period of immense change within marketing, says Anoma van Eeden. Consumers are far more aware of the ways in which brands are communicating with them and more savvy in determining and dictating their own customer experience – so here’s how the Mazda customer journey was made unique to the individual, bringing a fully connected and personalised experience.

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Tags Big data, case study, customer journey, data management, marketing campaign, Mazda, personalisation, user experience

Americas Content Marketing Data Driven Channels Global Insight USA

The power of influence: 5 big changes to consumer reviews in 2017

Post author By Jamie Pitman
Post date 29th November 2017

Testimonials, opinions, social proof – call them what you will, but consumer reviews are on the up when it comes to what influences a business’s potential customers. Whether fake or fair, people are reading and acting on these online reviews. Here’s a careful look at the latest trends and how consumer trust is measuring up:

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Tags consumer behaviour, consumer reviews, content marketing, customer engagement, customer experience management, customer journey, infli, influencer marketing, mobile apps, mobile search, SEO

Global Insight Strategy and Management

Better measurement and attribution ‘key to the future’ of influencer marketing

Post author By James Collins
Post date 16th November 2017

Rakuten Marketing research has found that UK marketers are willing to pay large sums to social stars and ‘influencers’ – but 86% of marketers admit they aren’t entirely sure how the fees are calculated and 38% don’t know if that layout is actually driving sales. Despite this, spend on influencer marketing is on the rise. James Collins studies the stats behind this latest trend in celebrity marketing and tots up the value.

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Tags celebrity endorsement, content marketing, customer journey, Facebook, influencer marketing, Instagram, marketing campaigns, marketing strategy, Snapchat, YouTube

Data Driven Channels Europe Global Insight UK

Basket case – driving e-commerce from bland boredom to brand stardom

Post author By Andrew Watts
Post date 6th November 2017

How do brands driving e-commerce sales entice browsers and get their products ‘off the shelf’, given the vast array of competition and the mundane way many products are displayed in the sterile online shop environment? Behavioural science is the key for brands facing that problem, says Andrew Watts, and marketers and their brands should master that science in order to win sales. Here’s how it works:

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Tags customer engagement, customer experience, customer experience management, customer journey, e-commerce, e-retailing, marketing strategy, personalisation

Europe Global Next Practice Strategy and Management UK

Mapping the marketing technology landscape – the Scott Brinker interview

Post author By Craig Hanna
Post date 6th November 2017

marketing technology landscape Scott Brinker

The GMA interviews the creator and producer of the ‘Martech 5000’ annual marketing technology landscape map, Scott Brinker, who is speaking at the forthcoming MarTech Festival in London.

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Tags analytics, CRM, customer journey, machine learning, marketing automation, marketing technology, Search engine marketing, SEO

Data Management Insight Strategy and Management

Online marketing science – changing billboards to banners isn’t enough

Post author By Pini Yakuel
Post date 28th September 2017

Technology has created a new era for marketers, says Pini Yakuel. But the move from traditional media to the web is not as simple as putting ads online – they must be carefully targeted so as not to bombard and provoke the viewer into deploying ad-blockers and shifting their loyalty elsewhere. Customer data should be carefully individualised and detailed, segmented into specific personas; the art of advertising has morphed into the online marketing science of data analytics.

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Americas Case Studies Data Driven Channels Europe Global UK USA

Amazon-ian effects of retail innovation: ‘change is the only constant in the shopper sector’

Post author By Hugh Fletcher
Post date 12th September 2017

In today’s digital landscape, retail innovation is ever-present and it is clear that retailers failing to meet customers’ shifting habits and abiding love of e-commerce will not prosper. What vendors cannot do is refuse to transform in a world that is being disrupted by technology. Amazon is a leader in the retail sector and understands that you can’t sit still in an industry that is always changing to meet the customers’ demands. Hugh Fletcher takes a deeper look at Amazon’s achievements.

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Tags Amazon, Amazon Echo, Amazon Prime, customer experience management, customer journey, e-commerce, e-retailing, Ocado, platform marketing, user experience

Best practice Data Driven Channels Europe Global UK

How to reach and engage older consumers with social media

Post author By Phil Aiston
Post date 7th July 2017
1 Comment on How to reach and engage older consumers with social media

People are living longer and demographics are shifting rapidly, with older consumers switching on to digital. However, being internet-savvy doesn’t mean they are fully confident around social media. Marketers should be aware of the rising ‘silver surfer’ age group, says Phil Aiston, but understand their online behaviour and adjust accordingly when it comes to social marketing.

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Tags customer engagement, customer experience management, customer journey, demographics, email, email marketing, online shopping, personalisation, user experience