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Posts tagged with Customer Experience

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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What a Mexican and an Italian taught me about online customer service

It’s rare that I complain to a company via social, but when I do, like many people, I expect a quick and effective response.

We’re so used to immediacy through social media that it’s very easy for brands to trip up and fail to meet customer expectations. 

Dealing with customer service queries and complaints is a challenge for many brands, calling into question response times, how many staff hours should be dedicated to social, what the company tone will be, and how to answer within a 140 character limit.

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kpp homepage

10 successful homepages that show the trend for video backgrounds

GIF and video backgrounds are spreading. 

Focus on enjoyable customer experiences has led many to create focused, unfussy websites that provide clear messages and unforgettable images.

Open source platforms and social media have played a large part in perpetuating this trend. The rise of the smartphone means we're more comfortable with scrolling experiences, so content can be dispersed down the page.

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Land Rover

Land Rover: An automotive revolution in luxury content marketing

Car manufacturer websites, particularly luxury cars, used to be a bit of a bugbear of mine. 

The industry was to me a perfect case of how copycat web builds that ignore best practice result in a frustrating mix of dark, flash-ridden websites with a lack of content.

Land Rover bucks the trend. Here are four reasons why.

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starbucks store

Starbucks' new click & collect app: is it any good?

Starbucks Order and Pay has launched in London, England.

It's essentially click and collect for a rapidly cooling beverage - a frightening prospect, I'm sure you'll agree.

Whilst we know the Starbucks app is good, a pioneer in mobile payment and loyalty, I thought I'd better expense a couple of coffees and try out this new Order and Pay feature. So, is it any good?

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Q&A: HSBC’s Amanda Rendle on using insight to improve the customer experience

HSBC has recently begun shifting its commercial focus back to the customer, returning to its original 150 year old purpose.

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Q&A: Crispin Nieboer on William Hill’s data-driven approach to customer experience

A major consideration for any customer-facing business is how to use technology to create meaningful and positive customer experiences.

How can a brand use the data it has captured to help build memorable and personal relationships at every stage of the customer journey? 

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AO.com: The best ecommerce experience available online?

In previous articles I have discussed my admiration for the online experiences offered by the likes of ASOSBooking.com and (yes, honestly) Lingscars.com.

Now it is time to add another online experience to the pantheon of greats; the phenomenal ecommerce experience that is AO.com (formerly Appliances Online).

My opinion is that AO.com is among the most customer-centric retailers I have had the pleasure of knowing in more than 15 years working in the ecommerce industry.

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Six brand case studies that proved the value of customer experience

Delivering a brilliant customer experience is all about balancing genuine emotions with the right tools.

It’s not enough to use technology to deliver a personalised experience on a website, brand’s have to create and measure its emotional impact across every channel to help build relationships and stand out from the competition.

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Insight needed! How do you drive customer-centred growth?

Help us build an understanding of the practices and capabilities needed to deliver sustainable customer-driven growth by filling in this short Growth Drivers Study

In return for 10 minutes of your time, you can help uncover the inside track on how growth companies deliver change with quantified evidence and practical examples, which should help inspire anyone facing difficulties in our fast changing landscape.

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How bookmaker Coral uses social & personalisation to improve customer experience

Coral is one of the UK’s largest bookmaking and gaming brands, with more than 1,800 high street shops and a growing online and mobile proposition. 

Social media is central to the company’s marketing strategy, particularly when it comes to improving customer loyalty.

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Why brands need to be relevant in real time

Consumers are constantly bombarded with invitations, whether it’s to like, share, click or view a piece of content. It’s therefore easy to see why many simply tune out. 

The first report in our Masters of CX series, Winning hearts in real time written by New York Times bestselling author Jay Baer, explores how brands can succeed at being useful and relevant in real time. 

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