Travel & hospitality companies plan to shift budgets to bridge the customer experience gap
Adobe’s Digital Trends 2021 report sheds light on how far travel and hospitality companies need to go to meet customers’ expectations for digital experiences – and how they plan to make up the ground.
So what exactly does customer experience (CX) mean?
Customer experience is one of the leading ways that brands seek to differentiate themselves today. But what does CX mean exactly? Ahead of ‘Econsultancy Live 2021: What’s next for CX?’ – let’s explore the concept and take a look at some research that can help bring it to life. CX for the win 2020 once […]
How Johns Hopkins Medicine adapted its content strategy in the Covid-19 pandemic
To cater for rising public interest in Covid-19, Johns Hopkins Medicine quickly developed a search and content strategy early in 2020, changing the way it worked with experts across the organisation to make the most of its content architecture.
Digital Transformation Monthly – April 2021
1. Introduction Each month, Econsultancy’s Digital Transformation Monthly report highlights the most important transformation stories arising from sectors including retail and grocery, healthcare, travel, and finance. In April, as the UK and much of the rest of the globe prepares itself for the easing of lockdown restrictions, we take a look at how retailers including […]
Three UX and accessibility lessons from National Rail’s greyscale fiasco
It’s an incident that we can expect to see featured in countless presentations about the importance of accessibility, user experience (UX) and design: on Sunday 11th April, National Rail changed the colour scheme of its website from its signature blue and yellow to greyscale as a mark of respect for the passing of Prince Philip, […]
Optimising Marketing Spend Best Practice Guide
1. Introduction Whether marketers are leading a startup, working in a sector where margins are thin or budgets are traditionally tight, or if a brand or business has had its budget revised or downgraded, they can apply the principles and strategies for managing limited budgets, which have a degree of universality. During the Covid-19 pandemic, […]
An overview of the third-party cookie crackdown
In March 2021, Google announced on its Ads & Commerce blog that it was “Charting a course towards a more privacy-first web”. The blog post was a re-affirmation of Google’s commitment, first revealed in January 2020, to remove support for third-party tracking cookies in Chrome from 2022, and contained further details about how it plans […]
Digital Transformation Monthly – April 2021
1. Introduction Each month, Econsultancy’s Digital Transformation Monthly report highlights the most important transformation stories arising from sectors including retail and grocery, healthcare, travel, and finance. In April, as the UK and much of the rest of the globe prepares itself for the easing of lockdown restrictions, we take a look at how retailers including […]
Digital Transformation: Agility and Innovation Best Practice Guide
1. Introduction This report is designed to provide marketers and innovation practitioners with practical guidance and advice on how to apply key principles and behaviours that sit at the heart of agile ways of working in order to support innovation and experimentation as well as greater organisational and team agility. With societal, market, competitive and […]
Addressing email accessibility: The 3 key steps
Jessica Bolton, Enterprise Customer Success Manager at Iterable, shares some advice on closing the accessibility gap via three email campaigns fundamentals – content, code and visuals.
How digital is shaping customer experiences in B2B
From an increase in self-serve and personalised experiences to the rise of live chat and marketplaces, here’s how digital technologies are transforming the customer experience in B2B.
How to improve customer experience when products are out of stock
Discovering an item is ‘out of stock’ remains one of the biggest frustrations for online shoppers.
14 examples of digital technology in retail stores
After the shock of the coronavirus on brick-and-mortar retail, stores have to work harder than ever to compete with each other, and with consumers’ increased appetite for ecommerce. One way of doing this is to use technology to create immersive experiences that will encourage consumers back in-store as the world reopens.
Subscription models to retail media: How is ecommerce changing right now?
The events of 2020 have fundamentally changed the course of ecommerce. So, what can marketers and brands expect over the coming 12 months? Our own Richard Robinson, Managing Director of Xeim Engage, asked the following panel of experts at eCommerce Expo 2021 for their opinions: Cassandra Stevens – Global Commerce Lead at Publicis Commerce Simon […]
How FMCG brands are adapting products in response to the shift to ecommerce
The Covid-19 pandemic has accelerated the shift to ecommerce, with the number of online shoppers globally increasing 9.5% in 2020. This growth is predicted to continue 10% year-on-year, reaching 3.8 billion in 2021.
How Allbirds has been successful in both the west and China
Breaking into the Chinese market is a notorious challenge for many overseas brands, despite the appeal. Here’s how D2C footwear brand Allbirds has adapted to China.
Why search data doubles as valuable market research
Björn Darko, VP of product at Searchmetrics, explains the power of search data, which some brands are exploring, and how it can be added to your market research armoury to support insight and decision making
Optimising Marketing Spend Best Practice Guide
1. Introduction Whether marketers are leading a startup, working in a sector where margins are thin or budgets are traditionally tight, or if a brand or business has had its budget revised or downgraded, they can apply the principles and strategies for managing limited budgets, which have a degree of universality. During the Covid-19 pandemic, […]
An overview of the third-party cookie crackdown
In March 2021, Google announced on its Ads & Commerce blog that it was “Charting a course towards a more privacy-first web”. The blog post was a re-affirmation of Google’s commitment, first revealed in January 2020, to remove support for third-party tracking cookies in Chrome from 2022, and contained further details about how it plans […]
Adopting a test-and-learn approach
The ability of an organisation to leverage data – either for singular marketing campaigns or wider business strategy – points to a degree of data maturity. It indicates that the process of becoming ‘data driven’ or undergoing ‘data transformation’ as part of a wider digital transformation programme – is underway. Engaging in testing and optimisation […]
Digital Transformation Monthly – April 2021
1. Introduction Each month, Econsultancy’s Digital Transformation Monthly report highlights the most important transformation stories arising from sectors including retail and grocery, healthcare, travel, and finance. In April, as the UK and much of the rest of the globe prepares itself for the easing of lockdown restrictions, we take a look at how retailers including […]
Four brand extension strategy examples
Variety is the spice of life for certain brands these days.
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How do you know if D2C is right for your beauty brand?
Is a D2C model right for your beauty brand? Karishma Joshi and Chloe Buckland of Capgemini Invent examine the challenges and opportunities in the market, taking in tech, brand, retailer strategy, content and data.
Diageo on D2C strategy, owning search and adapting to new consumer moments
For brands who primarily sold to or interacted with customers via a physical venue, the Covid-19 pandemic and the lockdown that it brought prompted an abrupt shift towards finding ways to interact with customers in the digital realm instead. This was particularly true for beverage company Diageo, which owns drinks brands like Guinness, Baileys, Smirnoff, […]
What brands need to know about NFTs
A suddenly hot segment of the crypto world has taken the internet economy by storm and created a potentially huge opportunity for brands.
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Lockdown search trends: How brands can maintain momentum with their SEO and content strategy
Hannah Mitchell, organic strategy director at Croud, looks at search trends during lockdown and offers some advice for marketers who are setting content strategy in the run up to some kind of return to normality.
Social Media Strategy Best Practice Guide
1. Introduction This guide has been written to complement Econsultancy’s Social Media Advertising Best Practice Guide, Social Media Platforms Overview, Social Media Platforms Trends Report, B2B Social Media Best Practice Guide and Social Selling Best Practice Guide. The purpose of this guide is to provide a framework for developing a social media strategy, as well […]
Social CX and Customer Service Best Practice Guide
1. Introduction The rise in both the number and popularity of social media channels in recent years has fuelled a parallel increase in customer expectations. The ‘always on’ nature of social media, coupled with its public forum nature, means consumers and audiences – in B2C and B2B spaces alike – expect to be able to […]
10 brands getting creative with GIFs and looping video on Instagram
The GIF is still seeing a surge in popularity with the rise of emojis, memes and stickers. And while its cousin, short-form video, is having its time in the spotlight thanks to the rise of TikTok, GIFs remain nonetheless a very viable and popular alternative for brands looking to quickly convey messages.
Entice, don’t sell: Why gamification is a catalyst for everyday business impact
Consumers have grown weary of always being asked for something — data, time, money. This creates a real challenge for marketers. When no one wants to engage with your content — how do we get, keep, and grow our customer base? This is especially true as normal tactics are losing effectiveness. To capture attention, marketers […]
Fat Face’s Global Ops Director on the challenges of trading in a pandemic
Mark Wright began his retail career in store management before moving into ecommerce as Head of Trading at Marks & Spencer. After a stint at Jack Wills, he is now Global Ops Director at Fat Face, a role which his colleagues jokingly inform him can be abbreviated to retail GOD. Wright was recorded in conversation […]
