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What is a customer mental model?

What is a customer mental model?

Simply put, a mental model is what the user believes about a particular system. This system doesn't have to be a digital product or service, it could be anything from a supermarket store to the entire end-to-end journey of buying a car.

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A review of HomeHero: The energy-switching chatbot

There are a whole host of energy switching apps out there, all designed to help consumers find a cheaper tariff.

A little while ago, I explained why uSwitch is one of the very best. However, I recently came across HomeHero – a new comparison service that works via Facebook Messenger.

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Three ways marketers improve customer experience from within

Improving customer experience requires as much attention to how things work inside the company as how customers are interacting with the brand.

What internal initiatives do marketers feel are essential for improving customer experience from within the company?

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How AI is bound to change B2B sales and marketing forever

We may not give it a lot of thought, but artificial intelligence is already part of our daily lives in a number of ways.

When it works well, it makes our life slightly easier – from trying to anticipate our needs (e.g. Amazon’s suggested products or Netflix’s recommended shows) to preventing us from being victims of fraud (e.g. our bank’s fraud detection systems).

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clair o'neill

A day in the life of... marketing manager for a boutique hotels website

Haven't we all wondered what is must be like to work in luxury travel, putting in the hard graft to review secret hideaways across the world?

Is it all white beaches and daiquiris for travel marketing teams? Clair O'Neill, marketing manager at i-escape, tells us about a typical day in her working life.

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farfetch

What Farfetch's 'Store of the Future' tech says about the state of luxury retail

Do you ever find yourself in desperate need of designer clobber? If so, Farfetch recently a solution for the ultimate #firstworldproblem – a super-fast delivery service for luxury fashion.

Launching in partnership with Gucci, F90 promises to hand-deliver Gucci clothes and accessories within 90 minutes, all thanks to a team of dedicated couriers. 

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Big data: the golden prospect of machine learning on business analytics

The boom in the B2B big data market (from a sub-$100m industry in 2009 to $130bn today) mirrors an enterprise-led scramble to invest in data mining, reminiscent of the California gold rush, accompanied by a similar media buzz.

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10 tremendous digital marketing stats from this week

This week’s roundup of stats is the perfect way to finish off a four-day week. Go on, give it a read, we promise it won’t take long…

We’ve got news about delivery methods, chatbots, marketing budgets and lots more. If that’s not enough, be sure to check out the trusty Internet Statistics Compendium.

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match bot

All the digital news stories you missed this week

This week's digital news has been awash with augmented reality updates, from Facebook to Snapchat and even PornHub.

Elsewhere, there's some interesting work from Google in the healthcare sector and an ongoing row about an internet-enabled juicer.

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Get a free copy of our report on how marketers learn by completing this short survey

Econsultancy would like to invite marketers working at all levels to participate in a short survey about how marketers learn.

The link to the survey is available here. The first 50 people to complete the survey will get a free copy of the report.

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google logo

Five keys to managing your online reputation in Google search

Managing your online reputation in search is not something you can leave to chance. What are the key things you should consider?

UC Davis (part of the University of California) is an example of what happens when things go wrong: the school was reportedly forced to spend $175,000 to help clean up negative references about it that appeared online after an incident when student protesters were sprayed with pepper spray by campus police.

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What publishers and advertisers need to know about Princeton and Stanford's new super ad blocker

Researchers at Princeton and Stanford University have created a super ad blocker that could deliver a devastating blow to the efforts of publishers and advertisers to block the now widely-used ad blockers.

Here's what publishers and advertisers need to know about it.

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