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Posts in Customer Experience

Store locator tools: Which supermarket has the best mobile UX?

Supermarkets constantly shout about low prices, but according to a new survey, it’s not the biggest influence on where consumers shop.

According to a TCC study, price ranks only fourth in the minds of British supermarket shoppers. Instead, location or proximity is cited as the primary factor for driving shoppers.

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Six successful examples of online brand communities

I recently wrote a beginner’s guide to the role of community management.

Following on from this, I’ve been looking at some of the best online brand communities out there.

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10 of the best digital marketing stats we’ve seen this week

There are lots of fine stats to enjoy this week.

You’ll find news about online search, consumer behaviour, email, apps and even more.

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Three key marketing skills for 2017

Nowadays, marketers need to know so many systems, platforms, formats, and channels that it can be tough to keep up. 

As we can't be researching everything all the time, it is important to 'park' some skills while training up on others. As an example, a marketing team may decide to hold steady with their AdWords strategy while spending time and effort on improving how they approach social media.

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pepper

I beg you, retailers, don't digitize the in-store customer experience

Online shopping is eating into physical store visits - that much is obvious if you watch any news bulletin about Black Friday.

Footfall for Black Friday 2016 in the UK was down 0.7% on 2015, according to IPSOS.

Look at the latest ONS retail sales figures (for November 2016), and you'll see that in the UK, online sales made up 15.8% of total retail sales. That's almost 25% year-on-year growth.

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23 examples of duotones and colour filters in web design

Duotones were one of the trends we identified in web design for 2017.

I've rounded up 23 examples of websites using duotones (or sometimes gradients, colour filters or a classy monotone / grayscale).

There are various reasons these effects abound, notably allowing informational websites to use authentic photography without distracting from navigational elements or important copywriting.

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map

Mapping the customer journey doesn't have to be difficult

Mapping the customer journey is not exactly a science.

It can be, but more often that not it's a collaborative exercise that draws on some data and some qualitative and anecdotal insight from customers and staff.

The objective is to encourage customer-led and design-led thinking in a group, using the results to prioritise challenges and opportunities.

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The impact of the sharing economy on retail

From hospitality to transportation – the sharing economy has had a huge impact on many industries.

Now, a lot of consumers use the likes of Uber and Airbnb before even considering traditional taxis or hotels.

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10 mind-boggling digital marketing stats from this week

We’ve got a bumper edition of stats for you this week.

Well, just the standard set of ten, but there’s lots to enjoy.

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How brands are using WhatsApp for marketing

With 1bn users worldwide, WhatsApp presents a massive opportunity for marketers, enabling instant customer service and highly targeted marketing.  

Finding a balance between engaging and intrusive is not always easy, but since the platform updated its privacy policy last August, more businesses have been getting involved.

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How the beauty industry is embracing the Internet of Things

It’s fair to say that connected devices are fairly commonplace these days. Many people own a smart TV or use a smartwatch.

What we might be a little less familiar with is this type of technology being used in a different context – let’s say, while cleaning our teeth or brushing our hair for example.

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How three travel brands deliver superior customer service

According to a recent report by KPMG Nunwood, levels of customer service in the UK are on the up.

Interestingly, many travel and hotel companies are said to have improved in this area in recent years, with brands such as Emirates, Virgin and Expedia all ranking in the top 50.

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