{{ searchResult.published_at | date:'d MMMM yyyy' }}

Loading ...
Loading ...

Enter a search term such as “mobile analytics” or browse our content using the filters above.

No_results

That’s not only a poor Scrabble score but we also couldn’t find any results matching “”.
Check your spelling or try broadening your search.

Logo_distressed

Sorry about this, there is a problem with our search at the moment.
Please try again later.

Posts tagged with Customer Experience

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? 

2 comments

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.

6 comments

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.

0 comments

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.

0 comments

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.

2 comments

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. 

2 comments

Why the insight & creativity sweetspot delivers better customer experiences

If we’re going to deliver the experiences customers expect, we need to break free from the silos.

If I had a pound for every comment piece I’ve read about the great divide between data and creativity, I’d be about to jet off on a world tour, not just my usual summer break. 

0 comments

Digital transformation: seven important steps for retailers

A new study reveals that 64% of Western European retailers are currently undergoing a formal digital transformation effort.

Also according to IDC Retail, all the top Western European retailers are in the process of determining the impact of digital and developing a respective digital transformation strategy.

5 comments

What is online reputation management and should you use it?

“You’re getting a bad rep, young man. Smoking in the toilets. Bunking off early. Listening to rock and roll music. What are you rebelling against?”

“What have you got?” you reply as you kick-start your motorcycle and zoom off to an early death, leaving a trail of dust and alienated friends behind you.

You think you’re so cool, and you probably are, however your brand isn’t in the business of selling cool... Unless of course your business happens to sell air conditioning units or Ray Bans... Unfortunately your business sells bespoke handcrafted scratching posts for kittens, so that argument is moot.

You’re giving the wrong impression. 

And by ‘wrong’ I mean one that you didn’t want to give when you started out and continues to develop.

Reputation management is about creating a perception of your brand, one that you’re happy to cultivate and present to the general public and one that falls in line with your own goals.

5 comments

How marketers can use emotional appeal in a cynical multichannel world

Back in the pre-digital era, marketing was so much more straightforward. 

You needed great creative for a memorable TV ad, but then it was a case of buying time on the one or two commercial terrestrial channels and maybe of reiterating some messaging in direct mail, print and/or outdoor display. Simple. 

0 comments

When services become 'living' how will brands survive?

This is an exciting time to be a marketer. In fact, it’s an incredible time to be a part of any business looking to connect with consumers to sell a product.

Why? Because consumers are looking at products and the path to purchase very differently.

1 comment

Econsultancy's responsive site redesign: six months on

The effects of Econsultancy's site change are still only just becoming known six months on.

This is what we have learned so far...

5 comments