Posts tagged with Customer Experience

How Jo Loves creates a memorable retail experience

It’s not easy to make a comeback. Jo Malone - who sold her business to Estée Lauder in 1999 and stepped down as creative director in 2006 - knows this more than anyone.

However, with Jo Loves, a passion project that brought Jo back to the world of luxury fragrance after a five-year hiatus, the entrepreneur has once again found success.

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Three secrets to leading in customer experience: Customer-focus, speed and the profit motive

Over a series of posts, we’ve looked at the evolution occurring in marketing measurement and how it can better reflect and contribute to the larger business.

In this final piece, we take a look at the broad topic of customer experience and how measurement is a factor in leaders’ success.

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The top four technologies for improving customer experience in India

Managing the customer experience in our multi-device, multichannel world provides a significant challenge to marketers.

Consumers engage with companies according to their preferences, not necessarily in ways that are best for the brand.

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How Target, Birchbox and Sainsbury's ensure customer experience is king

It's easy to say you're customer centric, but you have to show it.

'Customer experience is king' was the key message I took away from Retail Week Live 2017. Here are some of the highlights from the brands that presented.

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silos

Customer experience: 40% of companies say each department has its own agenda

Company silos. That least poetic of business metaphors is not going away anytime soon.

For all the articles about cross-functional teams and iterative ways of working, 40% of marketers admit that they are not adequately supported by other members of the organisation and that different departments have their own agenda.

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office

Does customer experience need its own department?

Some companies have customer experience managers or departments, and others do not. Why is that?

Who should own customer experience and what does that entail?

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customer journey chart

Understanding the customer journey: 70% of APAC marketers admit little channel integration

Joining up marketing channels is not a new concept - Econsultancy used to run an event called JUMP based on exactly this theme (first held back in 2012).

The idea of providing a consistent and connected customer experience across marketing touchpoints has been mainstream for at least five years.

However, recent research from Econsultancy shows that 70% of marketers in Asia Pacific have either little management across touchpoints or completely siloed delivery.

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chart

The challenges to CX maturity in India: A lack of vision and collaboration

Indian marketers think internal collaboration will be the most important factor within their organisations when improving customer experience.

This is one of the findings of Econsultancy's Customer Experience Maturity in India survey report, in association with Epsilon.

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user stories

Marketers, go back to your roots with user stories

The most important tenet of service design is working with user stories in mind.

This obsession with user centricity is creeping across business - is there any company exec that hasn't expounded to the press that "the customer is at the heart of everything we do"?

Thankfully, there's a renewed focus on the customer among marketers, too.

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How AI will impact marketing and the customer experience

Jeremy Waite, Evangelist at IBM Watson, kicked off speaking at a recent DMA event by highlighting the fact that by 2019 there will be 1m new devices coming online every hour.

With so much smart tech in the hands of consumers, will we end up marketing to machines or algorithms? 

He asked the audience to think about how we can use AI to create more meaningful relationships with our customers and use the power of marketing to make a difference.

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pepper

I beg you, retailers, don't digitize the in-store customer experience

Online shopping is eating into physical store visits - that much is obvious if you watch any news bulletin about Black Friday.

Footfall for Black Friday 2016 in the UK was down 0.7% on 2015, according to IPSOS.

Look at the latest ONS retail sales figures (for November 2016), and you'll see that in the UK, online sales made up 15.8% of total retail sales. That's almost 25% year-on-year growth.

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map

Mapping the customer journey doesn't have to be difficult

Mapping the customer journey is not exactly a science.

It can be, but more often that not it's a collaborative exercise that draws on some data and some qualitative and anecdotal insight from customers and staff.

The objective is to encourage customer-led and design-led thinking in a group, using the results to prioritise challenges and opportunities.

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