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With modern business so defined by customer centricity, it seems an absurd statement of common sense to suggest that the way to get customers back on side after a poor experience is to make them happy again.
That's obvious right? Sort of, except that many companies simply apologise for downtime and then carry on regardless.
The Entertainer, the UK’s largest high street toy retailer with 120 stores, replatformed a year ago, choosing a new email and personalisation platform for its ecommerce business.
With an increased ability to test and learn, the retailer has increased email revenue by 300% since the change.
Rob Wood, Head of Online, explains that these gains are all about creative and segmentation.
This week's digital news has veered from the salacious to the mundane.
But you must know all of it, lest you become suddenly irrelevant.
Here you go...
Words often take on more than their original meaning, and 'digital' in business now stands for something much more than technology.
Yes, that is a bit bizarre and it annoys many who already had beef with business-speak anyway.
The Reuters Digital News Report was released last week, it's the usual collection of insightful research and sage analysis.
Despite Mark Thompson's warning that 'winter is coming' for the world's news publishers as they seek to ensure profitability, there are some positive findings in the report.
Notable is the ability for traditional news brands to cut through the noise of social media, despite the inherent challenges of distributed news.
We all know the music industry is in turmoil, with the rich getting richer and small acts struggling.
GigRev is a social media platform attempting to connect fans and artists, aiming for genuine engagement over Likes and ad revenue.
We caught up with the team.
The integration of search and social used to be about PR (social media driving link building) but now it's increasingly about conversion.
With both Google and Facebook offering highly targeted advertising, the ability to build lists across search and social is changing the marketer's approach.
Here it is, your roundup of the week's digital news.
All you need in five minutes to impress your colleagues or potentially bore your non-digital friends.
The search story of the week is that of 'Ben's Nan'.
Ben's Nan became a Twitter sensation when Ben found that she had written 'please' and 'thank you' in her Google search, figuring she'd get a better answer that way.
Like all hack, newsjacking bloggers, it got me thinking about what this could tell us about interaction design.
Augmenting the retail environment with consumer-facing digital technology is always a much debated topic.
Ksubaka is a startup that creates fun digital experiences for consumers whilst delivering brand advertising.
We caught up with the team...
Though the term non-linear advertising is perhaps a little academic, the concept is a useful one when discussing multichannel campaigns.
It's also a lens through which to view display advertising, and the problems it is beset by.
Here's my attempt at explaining it.
We all know the importance of testing. Everything else is mere conjecture.
One of the big ecommerce brands that continues to test and learn is RS Components, a huge distributor of electronic components.