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Posts in Customer Experience

About.com rebrands with new standalone sites to target different interests

For the past year, About.com has been slowly rolling out new sites under the verticals of health, finance, technology and - with its latest title ‘The Spruce’ - home and décor.

It is evidence of About.com’s ongoing evolution from a home-interest website to a collection of premium brands, which will eventually see the brand ditch its name for something entirely new.

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Seven retailers that use live chat to improve customer service

Alongside traditional methods of customer service, many ecommerce brands are now turning to social media to solve user queries and concerns.

While this is an effective way of tapping into customer pain points, brands shouldn't overlook the opportunities afforded by live chat. 

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Ted Baker uses 360 video and Instagram Stories for new SS17 campaign

Following on from the success of last year’s ‘Mission Impeccable’ push, Ted Baker is going one step further for its new Spring/Summer campaign.

With activity on Instagram Stories, in retail stores, and with the launch of a new kind of shoppable film – it’s another example of Ted Baker’s multichannel approach to marketing.

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Four digital priorities for retailers in 2017

According to recent research, mobile accounted for 41% of retail revenues in the UK last Christmas. Unsurprisingly, with smartphone shopping on the rise, it looks set to be a key area of focus for marketers in the year ahead. 

Of course, being mobile-friendly is not the only priority. Econsultancy's latest Digital Trends in Retail Report, published in association with Adobe, outlines how retailers are striving to improve customer experience across the board.

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Five key takeaways from our Cross-Channel Marketing in Australia & New Zealand report

A majority of companies in Australia and New Zealand say that cross-channel marketing has a ‘major impact’ on business objectives.

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Ethical CRO: The end of dark patterns

Ecommerce sites spend a lot of time trying to increase conversion rates, but sometimes attempts are made to do this that aren’t in the visitor’s best interest.

Some techniques, such as the ‘sneak into basket’ which once appeared on the Sports Direct website are now illegal.

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Wetherspoons launches ‘Order and Pay’ app: Is it any good?

If the Thursday Curry Club isn’t incentive enough, UK pub chain Wetherspoons has just given customers another reason to visit. 

Order and Pay is a brand new app that allows you to order food and drink without queuing at the bar.

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The 10 principles for creating amazing online retail experiences

In order to deliver amazing online experiences, retailers need to first understand and visualise what they should look like. 

This appreciation comes from reviewing great physical retail experiences to form a frame of reference.

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Four ways Tiger is transforming the in-store retail experience

If you’re ever in need of batteries, bunting or a bumper-pack of highlighters, Tiger is the place to go. Sort of like a ‘posh Poundland’ - you’ve probably noticed its brightly coloured presence on a high street near you.

So, just how has Tiger become so successful? Here’s a bit of insight into what it’s been doing right. 

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How travel brands are capitalising on YouTube adventure search trend

A new report by Hitwise has highlighted how travellers are increasingly searching for videos related to adventure destinations on social media.

For travel brands, this means greater opportunity to engage and capture consumer interest.

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fs priorities

What are the priorities for financial services marketers in 2017?

What are the priorities for financial services marketers in 2017?

Econsultancy's Digital Trends in Financial Services and Insurance report, in association with Adobe, attempts to answer this question and a variety of others.

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How retailers are capturing the loyalty of impulse shoppers

According to research, loyalty schemes remain one of the best ways to lock in impulsive shoppers.

This is because the ‘impulse-led shopper’ is someone who displays little brand loyalty during the browsing stage. However, if they do show allegiance, they can offer a brand huge returns over time.

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