Author: Nikki Gilliland

Nikki Gilliland

What is customer experience? How can it be measured? And who should own it?

Customer experience is an oft-talked about topic in digital and marketing circles. What brands offer the best, what the benefits are… we’re always going on about CX.

But can you define what customer experience actually is?


10 brands with hilariously funny product page copy

Quality product descriptions can make a huge difference to the ecommerce user experience. 

Not only can good copy nudge consumers and increase conversion rates, but it can also help to differentiate a brand. Humour is one effective way that brands can make product descriptions stand out, with an increasing number choosing to be quirky and fun rather than just informative.


Why Kate Spade's superb video content strategy is a lesson to all fashion marketers

US fashion brand Kate Spade has wholeheartedly embraced video content in the past few years.

While some treat social as a customer service vehicle or a secondary marketing tool, the retailer sees social as the key to success, creating an entertainment-driven strategy to drive engagement and increase sales across the globe.

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The best digital marketing stats we’ve seen this week

There’s a lot to sink your teeth into in this week’s roundup, including news about mobile commerce, marketing budgets, GDPR and more.

The Internet Statistics Compendium is also ready and waiting as always.


How brands have used satire in advertising

Beer brand BrewDog recently released its ‘Pink IPA: Beer for Girls’ – a parody product designed to highlight pay and gender inequality in the UK.

The joke was not well-received. In fact, the campaign was labelled as lazy and poorly executed, even serving to exemplify the issue of sexism in marketing rather than expose it. 


What is 'dark martech' and what challenges does it present?

An ominous-sounding term – dark martech actually refers to the practice of using homegrown technology or tools for marketing functions rather than third-party software solutions.

While many organisations might choose to go down this route, there are big challenges to consider. 


How UX makes Cookpad's app the best antidote to Instagram for foodies

Recipe sharing has come a long way from hand-me-down cookbooks. Now, you can find out how to make anything from roast beef to ramen with just a quick search online.

CookPad, Japan’s largest recipe-sharing network, now has global headquarters here in the UK in Bristol (where they are rapidly growing a data science team to further augment their app and service). With 60 million monthly unique users in Japan and 40 million global users per month – its hungry user-base is rapidly growing. 


A UX review of Etsy, the most user-friendly mobile website according to Google

Any retailer that doesn’t have a mobile-friendly website doesn’t just risk losing out on sales. A poor mobile experience can lead to basket abandonment, or worse - a lost customer for life. 

This is because shopping on mobile is now second nature for most people. According to Adobe, 61% of visits to retail sites now stem from mobile devices, while 70% of purchases are predicted to be made on mobile over desktop by the end of the year.


The best digital marketing stats we’ve seen this week

Grab a tea, coffee, or a comforting beverage of your choice – it’s time for stats.

This week’s roundup includes talk about online sales, search snippets, data privacy and lots more. Be sure to check out the Internet Statistics Compendium too. It’s always jam-packed full of extra info.


Four examples of ‘hard luxury’ brands embracing ecommerce

Ecommerce is now a big focus for luxury brands. 

According to Bain, these efforts are paying off. The global luxury market grew by 5% to reach an estimated €1.2 trillion in 2017, with online sales increasing by 24% to reach an overall market share of 9%.


15 marvellous microcopy examples (and how they improve UX)

The devil is in the detail, or so they say.

When it comes to creating a great user experience, this certainly seems to be the case. From slick pop-ups to real-time social proof – there are many features that can help create user flow.


Celebrity chefs and their Instagram strategies – More than just food porn?

Social media is a treasure trove of inspiration for foodies. From amateur cooks to Michelin-star chefs – visual platforms have also changed the way professionals are able to promote and share their talents with the world.

So, how exactly do the best chefs harness the power of Instagram? Here’s a run-down of some of the most high-profile chef channels and what they achieve. 

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