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Posts in Customer Experience

How Waitrose is using personalisation to increase conversions

For the average shopper, supermarket loyalty is a thing of the past.

With price and proximity being two of the most important factors in where people shop, it's usually a case of whatever makes life easier.

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Personalisation can lift push notification open rates by up to 800%: Study

Building a successful mobile app is difficult.

Companies spend significant amounts driving consumers to install their apps, and by some estimates, apps that aren't opened for a second time within the first 12 hours after download can see churn exceeding 50% in some categories.

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10 tantalising digital marketing stats from this week

This week’s statistical roundup includes the most-watched video on Facebook Live, news from Google, summer travel trends and a whole host more.

For even more statistics, don’t forget to check out the Internet Statistics Compendium.

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How automotive brands are blurring the lines between digital & reality

For most people, the experience of buying a car can be a long and laborious process. 

As research has shown, most people dislike dealerships and would definitely consider buying a vehicle online instead.

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Why Gousto’s CEO thinks recipe boxes are the future of grocery retailing

I recently wrote about the growing popularity of recipe boxes.

Gousto - an online company that aims to provide a convenient and easy way to cook healthily at home – is one of the biggest on the market.

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Mega-menu design trends in ecommerce: 2014 vs 2016

Mega-menus are a mainstay of desktop ecommerce.

Five years ago, we published a post dissecting 26 of these menus, back when they were relatively novel.

In 2014, we revisited the topic, seeing that full-width menus with a greater number of products and featured images were en vogue.

So, what of 2016? Let's have a look.

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Why ASOS is still leading the online retailing pack

I have been a long-time admirer of the ASOS user experience.

For over six years I have been using examples from throughout the site's end-to-end experience in training and presentations.

Dare I say ASOS is the epitome of “ecommerce best practice”?

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Highly targeted online ads don't work: Stanford researchers

According to researchers at Stanford, highly targeted ads may not be all they're cracked up to be.

Based on a mathematical model they built based on game theory, the researchers instead suggest that advertisers "prefer to remain in a state of partial willful ignorance so as to preserve communication credibility."

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What makes ASOS's online customer experience so enjoyable?

How do you combine functional and engaging content to create a great digital customer experience?

Since eDigitalResearch started benchmarking the online customer journey way back in 1999, results have changed massively.

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Six must-do's for a successful customer experience programme

Customer experience (CX) is talked about a lot these days, but how are companies in the real world facing the challenge of launching a CX programme?

To find out, Econsultancy invited dozens of client-side marketers in the tropical metropolis of Bangkok to discuss CX at roundtables in April of this year.

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How are Thai marketers personalising the customer experience?

Personalisation is becoming a key component of digital marketing strategy.

In a recent survey of marketers from Australia and New Zealand, nearly seven in ten (69%) said that over the next few years personalising customer interactions was 'very important' for their organisations.

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Is omni-channel retail a delusion?

In 2012, Jerry Storch, then the CEO of Toys R Us, told attendees at the Shop.org conference that stores will never die thanks to omni-channel retail.

Since that time, many traditional retailers have invested heavily in omni-channel initiatives that seem wise, at least on the surface.

But are retailers' omni-channel hopes really delusions?

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