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Posts tagged with Customer Experience

The four pillars of marketing: How ANZ Bank goes big in digital

ANZ Bank appointed a new head of marketing for Australia last year and she has implemented a 'four pillar' digital strategy.  

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Avoid 3rd party jams

Don't let site tags turn Black Friday into Blue Monday

It’s Black Friday, and you’re quietly confident. You’ve planned your marketing campaign in meticulous detail.

You’re expecting a lot of extra website traffic, but you’ve taken steps to make sure you can deal with it.

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now tv banner

Cancelling a subscription: how brands should seize the moment online

Sky TV might be getting a lot of bad press for its kafkaesque cancellation process, but its online service, Now TV, is demonstrating best practice.

We covered the UX of subscription cancellation back in 2013, but I thought I'd post an update here, showing you Now TV's simple but resourceful cancellation process.

It's at the point of cancellation that a customer is potentially most frustrated. The challenge is to ease them to the exit whilst offering them compelling reasons to stay.

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The future of multichannel marketing in APAC

According to a recent study by Econsultancy, it seems that APAC is significantly behind North America in deploying multichannel marketing.  

In this post we'll look at some examples from the cutting edge which tell us where things are going.

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shop

What's next for customer experience in retail stores?

No wonder customer experience is such a hot topic - we all shop and we all know when we don't like a store.

But customer experience in retail can be a catwalk for the emperor's new clothes.

Remember how many people talked about the ability to use social media on an interactive terminal in store? To perhaps 'Like' a product or upload some ropey augmented reality selfie to Twitter?

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Lessons from William Hill: Adapting to modern customers in a traditional industry

The evolution of the gambling industry has always been intrinsically linked to the diversification of its channels.

From the racecourse, to telephone betting, retail shops, online and now mobile, industry players have faced the need to adapt each time a new channel has presented itself.

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Why personalisation is the key to gaining customer loyalty

Consumers are connecting with brands via multiple channels, which means retailers must do more to drive customer loyalty.

Marketing teams need to harness actionable insights from the multiple data channels available to them to create engaging and relevant conversations with the customers.

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How important is multichannel marketing in APAC? [Stats]

A recent Econsultancy survey asked marketers what they felt was the most exciting opportunity in digital.  

How did multichannel marketing fare in APAC?

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Starbucks' new London digital concept store puts focus on customer experience

Starbucks has just unveiled its latest weapon in the battle for market share in the UK’s highly competitive coffee shop scene.

The Reserve bar is intended to be a cut above the usual outlets that crowd London’s streets, with a strong emphasis on offering a superior and relaxed experience for coffee connoisseurs.

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cx report

What's so challenging about improving the customer experience?

Customer experience is a popular topic in digital because it's a term that distills down every marketing channel and customer interaction into one simple concept.

That's the beauty of a great customer experience; creating simple solutions for complex problems. (For more of that, join me at #FoM15).

The challenges companies face in creating credible and competitive customer experiences is the topic of the latest Econsultancy Quarterly Digital Intelligence Briefing in association with Adobe.

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vr

Three examples of brands experimenting with virtual reality

Sure, we're all talking about VR, but which brands are already using it?

Here are three examples of early adopters, from publishing, travel and fashion.

And for more on VR, see A Marketer's Guide to Virtual Reality.

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starbucks flyer

Why exclusivity is the cherry on the customer experience cake

In June 2015 the ONS reported that average store prices in the UK fell by almost 3% YoY. 

This was the 12th successive month of deflation in the retail sector.

Alongside deflation, quarterly measures of retail activity have been growing for four years. 

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