Real-time customer service and in turn, marketing, are hard to achieve. The first step is acknowledgement of what Generation Y is actually doing to your market.
I attended Social CRM 2013 last week, hosted by Our Social Times. From some of the talks I got this feeling: we’re still on a long hike towards transparency in business, but there’s no doubt lots of companies are striding out.
In this post I wanted to collate some of my highlights of the conference. Social media isn’t the only thing changing business, but it’s a useful crucible in which we can see the spark of emerging values.
Creating value for customers, supporting them fully, and being an interesting brand are challenges which, of course, persist.
Alternative payment methods are pretty much the hottest topic around, and last week EE previewed its new NFC smartphone wallet. Retailers, however, are pretty adamant NFC wallets are not worth their time.
At the same time, marketers are still plugging away with new advertising campaigns using NFC technology to deliver content. Is this anything other than a fad?
In this post I look at the uses of NFC, assess some recent campaigns, and ponder what the future holds. (Major hat tip to NFC World, where I found a bunch of the campaign info).
Google has a unique viewpoint from which to look at mobile’s part to play in the customer journey.
SERPs, AdWords, Google Maps, Google Chrome, Google accounts – all have a part to play. And perhaps soon Google Wallet and Google Glass.
I attended Latitude’s client summit last week and listened to Harry Davies, Lead Product Marketing Manager, Large Customer Marketing, at Google (helping customers get the most from search).
I’ve tried to sum up some of what Harry had to say, giving an overview of mobile’s involvement in retail in 2013.
This week's infographic, brought to you by silktide, is a great example of how to make a good infographic. It's clear and piquant.
Perhaps a controversial choice, though. The topic is the EU Cookie Law, and there's certainly a leading opinion in here somewhere (maybe even a hint of invective - we don't quite condone the jibe at octogenarians).
I think most would agree that, though there may be the germ of a decent idea somewhere in this legislation, its execution has left much to be desired.
This week's stats are mobile-heavy. The standout piece of data surely being the astonishing revelation that 24% of us believe losing our phone would be detrimental to our mental health.
Keep a tight hold on that device, and read on. If you're interested in more on mobile, check out our Mobile Commerce Compendium.
75% of Londoners use tfl.gov.uk. The site gets around 8m unique users a month and each year receives 250m visits and growing (see the chart below).
So, a recently released beta version of their newly designed site is sure to generate a fair amount of user data.
I took a look around the site, to see what kind of user experience TfL (with BAE Detica and we are experience) have delivered.
Ok, I can’t guarantee that all emails are opened, but triggered emails have been shown to dramatically increase open and click rate.
The creative has to be tested, and each business will have its own unique customer sensibilities. However, this list, provided by Responsys at its Interact 2013, is a great starting point from which to think about your own automated programmes.
I’ve added examples from around the Econsultancy blog.
RS Components distributes sometimes cool and sometimes boring electronic and industrial components.
Last week I attended Responsys Interact 2013 and listened to Harriet Mitchell, Ecommerce Behavioural Marketing Manager at RS Components.
Later that day, RS Components won the Email category at The Digitals, and so I thought I’d share the how, what and why.
Econsultancy’s updated User Experience Buyer’s Guide lists 23 suppliers of user experience services, and expounds the current trends in the market.
And guess what? User experience is as topical as ever.
Business transformation is increasingly design-led, delivering value to customers with great customer experiences, across multiple devices, with emerging technologies such as responsive design and HTML5.
This week's finest digital marketing infographic, courtesy of Intent HQ, looks at the personalization and privacy of social media.
A timely and exciting topic.