Posts in Customer Experience

How Disney World has mastered customer experience

If there’s one brand that knows a thing or two about keeping its customers happy, it’s Disney. 

This is reflected in the increasing demand for the Disney experience. In 2016, its Parks & Resorts accounted for 31% of the company’s total revenues (with its media networks generating 43%). It also saw more than 13m people visit the newly opened Shanghai Disney Resort, as well as greater attendance levels in parks in the US.

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Image recognition in ecommerce: Visual search, product tagging and content curation

There are clear use cases for machine learning-powered image recognition in ecommerce – namely visual search, product tagging and content curation.

Fashwell is a company that provides such technology, so I asked a few questions of CEO and co-founder Matthias Dantone.

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Ikea just purchased TaskRabbit: Here's why

Ikea, the world's largest furniture retailer, is no digital dummy.

The company, which has annual revenue of over $36bn, has proven to be a savvy digital player. It actively markets in numerous digital channels, where it has created some great campaigns

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What makes Argos the UK’s top multichannel retailer?

According to Retail Week, Argos is the UK’s best multichannel retailer, recently named number one in its ‘Top 30 multichannel retailers’ list.

But what exactly makes Argos so successful?

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How can brands combat a lack of consumer trust?

New research suggests that today’s consumers are more distrustful than ever before. 

According to Shoppercentric’s latest report, a whopping 46% of people fall into the ‘cynical’ bracket - displaying a distinct lack of trust in others. This naturally extends to brands, with the majority of shoppers rating corporate retailers and companies poorly when it comes to putting consumer interests first.

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Six cool things about Leicester City FC's new website

Leicester City FC unveiled a new website in July 2017. I spoke to Daniel Ayers, consulting partner at Leicester's digital sports agency partner Seven League, to find out more.

Let's start with a bit of background and then look at six cool things about the site.

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How Warby Parker’s newsjacking campaign eclipsed the competition

Newsjacking, or agile marketing as it can also be known, is a tricky thing to get right.

While Oreo succeeded in 2013 – cleverly capitalising on the infamous Superbowl blackout – other brands that followed suit were called out for lazily jumping on the bandwagon. 

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10 remarkable digital marketing stats we’ve seen this week

There’s lots to enjoy in this week’s stats roundup.

We’ve got news about personalisation, data partnerships, and predictive tech. And if that’s not plenty enough, you can also always head on over to the Internet Statistics Compendium for lots more.

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Inbound Marketing and ABM - friends or foes?

Inbound marketing vs. Account-based marketing: Diverging or aligning strategies?

Today, most companies have some sort of inbound marketing strategy. Certainly more than have a formal account based marketing (ABM) strategy.

But is it an either or situation?

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Four ways travel brands can improve the customer experience

When it comes to the opportunity for customer engagement, the travel industry already has a head-start – because who doesn’t get excited at the prospect of going on holiday?

But while travel consumers might naturally be more inclined to engage, this also means there is greater opportunity for brands to get it wrong. Delays and disruptions might mar a travel experience, but how a brand deals with it can make or break a customer relationship.

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Four big digital trends impacting travel & tourism marketing

Tourism boards have come a long way in recent years. 

Once a forgotten-about resource, now an increasing number are actively reaching out to international travellers, and using their online presence to persuade and motivate people to visit.

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Six charities with excellent online donation user journeys

We’re always talking about the ecommerce checkout process here on the blog. Features like guest checkout, progress trackers, and basket summaries – they’re all helpful for streamlining the path-to-purchase.

But what about when there’s no product at the end of it? This is the task at hand for charities, who are asking consumers to hand over their hard earned money in exchange for the promise that it will be going to a good cause. 

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