Author: Ben Davis

Ben Davis

Ben Davis is Deputy Editor at Econsultancy. He lives in Manchester, England. You can contact him at ben.davis@econsultancy.com or follow at @herrhuld.

lufthansa

How Lufthansa & Zalando are improving the customer experience

Customer experience has arguably been the marketing buzz phrase of 2015/2016.

But the interest in the term reflects marketing's increasing influence across the organisation, in a time when business models are changing.

At Syzygy's Digital Innovation Day, I listened to marketers from Lufthansa, Zalando and Consorsbank who discussed CX.

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football brands

10 grin-inducing digital marketing stats we've seen this week

We've got stats full to the brim with fun this week.

From Snapchat to SEO in financial services, from the UK's EU referendum to declining app usage.

We've plenty of diagrams, charts, graphics and visualisations, too.

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fodm

25 quotes from the Future of Digital Marketing 2016

I don't have a time machine, 'The Future of Digital Marketing' happens to be the name of one of Econsultancy's conferences.

I went along and took some notes. Here are some quotes from the day, on AI, bots, VR, mobile, video and what it means to be human.

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brandz

The week in digital (in five minutes)

Been too busy at work to catch up on this week's digital news?

This is my attempt to bring you the stories that only the most discerning need know about.

Enjoy.

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growth

A no-bullshit framework for growth hacking

Can any marketer simply implement the tricks that Instagram, Airbnb and PayPal used to stimulate growth?

Of course not, but there is a way of thinking and a mindset that will set you on the right path.

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panama papers video

The future of video is vertical, texted & emotional

This week saw Econsultancy's Future of Digital Marketing conference take place in London.

One of the speakers was Nic Newman, former journalist, product manager and now an academic, researching changing media.

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stats

The best APAC digital marketing stats from May 2016

It's time for our monthly roundup of Asia Pacific (APAC) digital marketing stats.

The month of May brings us stats on WeChat, Indian railway station WiFi, social commerce, pre-roll ad growth, budgeting for customer experience, and FMCG brands.

Get stuck in or see our Internet Statistics Compedium for even more.

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hilton app

12 outstanding mobile customer experiences

I was privileged to hear Avinash Kaushik speak at Syzygy's excellent Digital Innovation Day last week.

Avinash discussed some of his favourite mobile experiences.

Here are 12 of them.

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potato and money on calculator

Are marketers overspending on TV, display and even SEO?

Econsultancy's Media Budgets Index, in association with Datalicious, compares media budget allocation with perceived media consumption.

I've picked out some highlights from the worldwide survey of 678 relevant senior staff, including overspend and underspend by channel.

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smiley

How can we design experiences that increase customer happiness?

Improving customer experience is often a balance of science and art - design thinking combined with technology-led insight.

We use analytics to identify pain points in a customer journey and confirm or confound our instincts. 

What can often be missed is an empathetic view of design. Are we truly designing with the customer’s feelings in mind or are we improving an existing flawed model?

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ian gallagher

A day in the life of... Digital Media Officer at Leicester City Council

This week's Day in the Life has a particularly interesting angle, as we talk to Ian Gallagher, the digital media officer at Leicester City Council.

Thanks to Richard III and that car park, followed by Vardy and his party (dilly ding etc), Leicester is firmly on the world map.

But council digital work is more than social media and PR. Let's get the inside track, as well as some excellent career advice from Ian.

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colonoscopy

What can we learn about customer experience from a colonoscopy?

At Syzygy’s Digital Innovation Day, Paul Marsden discussed customer experience and the ‘Peak End Rule’, the idea that ‘finishing strong’ leaves a lasting impression.

To demonstrate this he used the example of a colonoscopy, and a study by Daniel Kahneman, author of Thinking Fast, Thinking Slow.

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