multichannel | Internet Marketing Blog

Me, me, me! Are we being divas when it comes to getting joined up?

Last week Econsultancy hosted its very successful JUMP event, where I mingled with marketers and agencies to hear about the latest in multi-channel strategies and how to get all joined up.

The line-up was impressive, as was the quality of people, but there was a hint of diva in the air.

Now, don’t go jumping to conclusions. I know that speakers are generally going to say how innovative or wonderful they are. They would not have been asked to speak if they weren’t recognised as being forward thinking or experts in an area.

Let me explain what I mean …

by Caroline Morris 15 October 2011 08:38am 0 comments

10 great posts on multichannel marketing

In advance of tomorrow's JUMP conference, I've compiled some of the best multichannel-themed posts from the last 12 months.

by Graham Charlton 11 October 2011 10:44am 1 comment

Multichannel innovation: 15 brilliant examples from 2011

This Wednesday I'll be attending JUMP, our annual event dedicated to multichannel business. I'm inherently biased but the programme is truly fantastic. I expect to discover lots of new ideas and approaches to help improve the joined-up customer experience.

As it's been a year since the last JUMP I thought I'd collate and share a few recent examples of innovative multichannel thinking. Some of these are real success stories. There are plenty of others that I know I've missed out, some of which I'm looking forward to hearing more about on Wednesday.

There are only a dozen or so places left at JUMP, which has a capacity of around 1,500 people, so it will be a sell out. You should book your ticket now if you want to come along. Hope to see you there.

by Chris Lake 10 October 2011 16:31pm 3 comments

19% of UK consumers have scanned a QR code: survey

We recently published the results of a survey of US consumers which found that 64% don't know what QR codes are. Now we've repeated the survey for UK consumers.

According to a survey of 1,500 UK consumers conducted online using TolunaQuick, 31% knew what QR codes were or what they are for, and 19% had scanned one on their mobiles.

Here are a few highlights from the survey...

by Graham Charlton 06 October 2011 14:15pm 11 comments

PR has a big role in joined up marketing, but can it step up?

Joined up marketing should be a reality for every type of business these days, and as more companies realise the benefits a joined up approach will bring, PR should be perfectly positioned to play a key part.

But this will only happen if the industry takes steps to revolutionise itself and portray its changing position and capability to the wider marketing industry.

by Danny Whatmough 06 October 2011 10:00am 1 comment

How to meet customers' multiplatform expectations

We’re living in a multi-platform retail environment and that’s a great thing for marketers, mostly.

On the one hand, there’s a wide variety of ways to interact with people and drive sales. If a potential customer doesn’t respond positively to emails, they may be more willing to connect with your firm on Facebook, for example.

But the downside is that consumers have far higher expectations, particularly of the bigger brands. If you aren’t catering to their platform of choice, you risk frustrating them and devaluing your company.

Here are a few of the main platforms your customers may expect you to be actively using – and how you can meet their expectations.

by Kevin Gibbons 05 October 2011 13:48pm 2 comments

Why is online customer service so bad?

For many businesses, the internet is one of the most important channels. Every day, millions upon millions of companies interact with their customers on the web and through internet-connected devices.

But despite the internet’s importance, online customer service often leaves a lot to be desired. Why is that? There are a number of reasons, all of which can be dealt with.

Here are some tips for improving online customer service...

by Graham Charlton 05 October 2011 12:42pm 7 comments

Q&A: Annabel Venner of Hiscox on multichannel B2B campaigns

Hiscox recently won an Econsultancy award for Innovation in B2B Marketing, with a campaign that used wi-fi hotspots to target potential customers.

Annabel Venner, Marketing Director for Hiscox UK & Ireland, will be speaking at our JUMP event on October 12.

i've been asking Annabel about planning and measuring multichannel B2B campaigns.

by Graham Charlton 26 September 2011 12:26pm 0 comments

Q&A: Majestic Wines' Richard Weaver on multichannel retail

Richard Weaver is E-commerce Director at Majestic Wines, which has been growing its multichannel sales over the past couple of years.

He will be speaking at our JUMP event next month about the company's local approach to multichannel.

I've been asking Richard about Majestic's recent multichannel initiatives, the localisation of its website, and upcoming moves into mobile commerce.

by Graham Charlton 19 September 2011 13:41pm 0 comments

Why is multichannel customer service important?

The aim of multichannel customer service is to provide customers with options for how they would like to communicate with a brand if they have a query or a complaint to make.

It is also about providing a seamless experience to the customer, regardless of which channel they choose to use.

Behind the scenes, many companies may not have joined up customer service channels, but as far as customers are concerned, they are dealing with a single company, whether online, by telephone, or in a local store.

by Graham Charlton 15 September 2011 11:27am 5 comments