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Let us start with the bombshell. There isn’t anything new on the digital marketing horizon for 2015 that excites me much in isolation.
In previous years entire new disciplines emerged. Last year was big for content marketing, data, native advertising, programmatic.
Before that we had marketing automation, inbound marketing and going back further still social, mobile, video and so on. “Search engine marketing” was coined as a discipline back in 2001.
“Our customer experience is our brand.” That's how the vast majority of retailers see the role of customer experience, according to a recent Econsultancy survey.
But CX depends on a collection of data and tools that must work together to delight the customer and increase revenue.
Personalisation is a fundamental part of digital strategy and a strong commercial case for using it is as follows: a reported 14% uplift in sales.
More than a third of companies do not implement any form of personalisation in their marketing activities, according to a new report from Econsultancy.
This is in spite of the fact that a vast majority of companies achieved an uplift in conversion rates after implementing personalisation in one or more of their marketing channels.
Are retailers doing enough with our data to make online customer experiences truly personal?
If you’re used to shopping on Amazon regularly then you’ll be used to a homepage full of items you’ve already browsed, items inspired by your history and other recommended products based on your preferences and behaviour.
We’re not just a pretty face.
As a regular visitor to the blog, you’ll no doubt be aware of the magnificent free content on offer to you from our small band of marketing and digital experts here on the blog.
This is just scratching the surface of what Econsultancy has to offer though...
Today sees the release of Econsultancy’s Quarterly Digital Intelligence Briefing on Personalisation, created in association with Adobe.
The report is dedicated to personalisation, a topic that has become a high priority for companies wishing to improve customer experience and financial performance simultaneously.
It’s based on an online survey of over 700 client-side and agency respondents, carried out in October 2014.
Northern & Shell is one of the UK’s biggest publishers, owning titles including the Daily Express, Daily Star, OK!, New! and Star.
Until May this year it also operated three TV stations: Channel 5, 5* and 5USA.
So at a time when publishers are struggling to adapt to the new digital world, it’s worth taking note of the way in which N&S is attempting to monetise the massive amount of user data it collects.
With 1.5m unique visitors and 30m page impressions a month Ann Summers’ multichannel strategy is a very effective one.
In fact Ann Summers commands and impressive 98% brand recognition. This is in no doubt helped by the fact that it’s the only erotic retailer to have a major high street presence.
75p of every erotic retailer pound is spent with Ann Summers. The brand has also recently introduced international access through its eBay store and has implemented click and collect with 1,754 orders taken in the first day.
To further bolster its online success Anne Summers wanted to improve the way it personalised the experience for its customers, by adopting a more data driven strategy.
Lets take a look at some of the highlights from a talk given by Ann Summers’ head of ecommerce Matthew Gratze at our two day Festival of Marketing event.
Product recommendations are responsible for an average of 10%-30% of ecommerce site revenues.
However, with so many ways to present product recommendations, I’ve decided to highlight four facts based on anonymous aggregated data collected from 50m sessions that were exposed to product recommendations.
Keeping these four facts in mind can really make a difference in generating what can be up to a third of your site’s revenue.
In a week’s time we’ll all be basking in the reflected glow of some of the world’s biggest brands at our Festival of Marketing.
The likes of LEGO, Tesco, M&S and Barclays are set to share their marketing wisdom, and we’ve also booked Tulisa and Bradley Wiggins to add some random celebrity glitz to the mix.
One of the streams at the festival focuses on personalisation, so to help you get to grips with the topic ahead of time I’ve rounded up a load of blog posts and reports on the topic.
Here they are in all their glory, but don’t forget to also head over to the festival website and book yourself a ticket...
Consumers love it when a company's mask slips. They jump on perceived proof that businesses are all in it to rip off the customer.
PR snafus such as Sainsbury's recent inside-outside poster are a good example of this phenomenon. Social media goes crazy.
In recent times, the move to enhanced service, partly stimulated by the commercial internet, means the mask has further to slip (but it still can). Companies aim to be transparent and friendly with customers on an increasing number of marketing and comms channels, but mistakes still occur.
Marketing automation is one area where brands must be vigilant, lest the wrong message be sent or the right message at the wrong time.
So, here's a roundup of some ways in which marketing automation can go wrong, in social, ecommerce, email and advertising.