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Posts in Customer Experience


The best APAC digital marketing stats from May 2016

It's time for our monthly roundup of Asia Pacific (APAC) digital marketing stats.

The month of May brings us stats on WeChat, Indian railway station WiFi, social commerce, pre-roll ad growth, budgeting for customer experience, and FMCG brands.

Get stuck in or see our Internet Statistics Compedium for even more.


Increasing customer loyalty: Strategies from Shanghai

In a recent Econsultancy report, marketers rated 'increased customer lifetime value and loyalty' as the most important benefit derived from understanding the customer journey.

But how does this work in practice? What are brands doing in the real world to increase customer loyalty?

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hilton app

12 outstanding mobile customer experiences

I was privileged to hear Avinash Kaushik speak at Syzygy's excellent Digital Innovation Day last week.

Avinash discussed some of his favourite mobile experiences.

Here are 12 of them.


Really big data: Managing customer insights in China

As marketers, we all have our challenges when gathering, analysing, and using customer data to make decisions.  

But how are marketers making data actionable in one of the world's largest markets, China?


How can we design experiences that increase customer happiness?

Improving customer experience is often a balance of science and art - design thinking combined with technology-led insight.

We use analytics to identify pain points in a customer journey and confirm or confound our instincts. 

What can often be missed is an empathetic view of design. Are we truly designing with the customer’s feelings in mind or are we improving an existing flawed model?


Why weddings are becoming big business for ecommerce retailers

According to data from eBay, searches for ‘wedding presents’ are set to sky rocket this month, as many guests turn to online retailers to help them find the perfect gift.

With a 33% surge this time last year compared to the two months previously, the summer is clearly a time for love and last minute gift shopping.


How Bose’s product pages deliver a better buyer experience

When it comes to convincing customers to buy online, technology can be a tricky sell.

During some research on how ecommerce companies encourage conversion at the checkout, I recently discovered that Bose - best known for making speakers with ‘better sound’ - also has better product pages than most.


What can we learn about customer experience from a colonoscopy?

At Syzygy’s Digital Innovation Day, Paul Marsden discussed customer experience and the ‘Peak End Rule’, the idea that ‘finishing strong’ leaves a lasting impression.

To demonstrate this he used the example of a colonoscopy, and a study by Daniel Kahneman, author of Thinking Fast, Thinking Slow.


10 thrilling digital marketing stats from this week

It’s that time of the week again, guys!

This week’s glorious roundup of statistical goodies includes news from Snapchat, insight into online shopping searches, smart homes and much more.


Four compelling examples of outdoor marketing campaigns

Last year’s Women’s Aid campaign was cited as one of the best examples of outdoor marketing in recent years.

Highlighting how domestic violence against women often goes ignored, it used interactive digital technology in order to get the message across.


Building a business case for customer experience (CX) in Shanghai

Marketers are increasingly expected to help their brands deliver an excellent customer experience (CX).

But with so many tools, channels, and other digital resources required to do so, how best can marketers build a business case for the investment required?

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What are chatbots and why should marketers care?

During the recent F8 summit, Mark Zuckerberg took to the stage to announce the integration of chatbot technology into Facebook Messenger.

Explaining his desire for the consumer to “be able to message a business in the same way you message a friend”, he proposed a new step forward for conversational commerce.