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Posts in Customer Experience

British Vogue launches Messenger chatbot for Fashion Week: Is it any good?

British Vogue is the latest brand to create its own bot for Facebook Messenger.

Launched just in time for London Fashion Week, it is designed to send curated and personalised news direct to the reader’s inbox. 

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10 examples of welcome emails of varying quality from online retailers

If you’ve ever seen First Dates, you’ll know that initial impressions count for a lot.

For brands, a welcome email is the perfect way to make one. In fact, according to a study by Return Path, users who read one welcome email will go on to open at least 40% of emails from the same brand in the following 180 days. 

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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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How brands are targeting business travellers

Travel brands typically focus on leisure travellers – the type of person looking for adventure and escape.

But what about those looking for basic comfort and convenience?

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How utilities brands use social media for reputation management

Whether it’s a general comment or enraged criticism – social media is usually the first place customers go to voice their thoughts and opinions about utilities companies.

Because of this, it is important for brands to have a proper online reputation management strategy in place. 

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UK retailers still failing to meet web accessibility standards

At the end of 2016 the BBC reported that retailers could be "missing out on £249bn because many are inaccessible to disabled customers". 

But what about the digital high street?

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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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echo

Amazon Alexa: Brands must be careful before rushing in

Amazon Echo and the intelligent assistant, Alexa, are the most interesting development in digital communications today.

Unlike previously-hyped hardware such as Google Glass, Echo made a surprisingly quick entry to the market and has seen strong sales.

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Pizza Express launches booking chatbot: Is it any good?

Last year, Pizza Express launched a chatbot as part of its Christmas marketing campaign.

Moving on from this fun and frivolous approach, it has now followed it up with a more customer service-focused chatbot - one that allows Facebook Messenger users to reserve a table in any of its 400+ restaurants.

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capital one alexa

Should financial services brands follow Capital One on to Amazon Echo?

It's early days for Amazon Echo and Google Home.

But for all the Alexa Skills (Amazon's name for apps) that arguably need finessing, there are some brands that seem to have made a good start.

Capital One is one such brand, which offers the first and only banking Skill currently available.

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How smart-switching energy apps are tapping into customer need

Switching energy suppliers is one of those things you’ll get round to doing eventually, right?

But despite the fact that it’s surprisingly easy, many are still failing to switch, meaning that households on standard variable tariff’s (SVTs) are paying around £330 more per year than those that have.

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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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