Posts tagged with Cem

Five reasons your customer experience initiative is going to fail

With apologies for the inflammatory headline, marketing is fooling itself about customer experience.

In research over the last two years, we’ve seen a consistent over-estimation of how good things are and the results to come. 

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Ecommerce in 2013: have online retailers finally figured out mobile?

It's been another busy year for ecommerce, with one of the key themes being the widespread adoption of responsive design

But have retailers finally gotten to grips with mobile, or is there still much to be done? I lean towards the latter as, though some brands provide an excellent mobile experience, many are still woeful.

I've asked our ecommerce experts, agency and client-side, for their views... 

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Brands face up to key mobile optimisation decisions

Ahead of the Apple App Store’s fifth birthday next month, some brands are beginning to seriously weigh up the benefits of investing in a dedicated app versus optimising their existing sites for mobile.

Choosing the most viable mobile strategy is now a major element in most businesses’ plans, and this is the key message emerging from the Mobile Experience Trends Briefing, which we recently launched with Econsultancy.

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Reducing customer struggle: get mobile right the first time

Last week we all waited with baited breath to find out ‘what’ exactly Apple was going to launch at this year’s World Wide Developer Conference (WWDC).  

And when Tim Cook unveiled a new operating system and some product upgrades, many of us were a little disappointed, having hoped for a shiny new and exciting smart phone or tablet. 

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Mobile marketing is on the move

Capitalising on 2012's success, mobile commerce is finally reaching its stride, and all the signs suggest that 2013 is a banner year for mobile.

Data shows that more and more consumers shop and buy through their mobile devices. In fact, a quick recap of 2012 shows that online shopping reached an all-time high during the 2012 Christmas period, with 30% growth on Cyber Monday alone. Sales soared and consumers flocked to their tablets, smartphones, and other mobile devices to make purchases.

What this also asserts is that marketers, ecommerce executives and retailers must examine the customer experience and eliminate customer pain points that block successful conversions for the retailer.

If a customer voices issues with mobile transactions, retailers must identify the issue and why it causes customers to react negatively, then they must resolve the issue immediately.

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Understanding how to improve the customer experience: your input required

Reducing Customer StruggleIn association with Tealeaf, Econsultancy has this week launched the second annual survey on Reducing Customer Struggle.

This survey aims to explore the extent to which companies understand the overall customer experience and the technology they use to identify issues and remedy them.

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Q&A: Kevin Cochrane of Adobe on customer experience management

Kevin CochraneAdobe launched its Digital Enterprise Platform last week as part of its goal of providing companies with a full suite of customer experience management (CEM) products in a multichannel age. 

We have interviewed Kevin Cochrane, Adobe’s vice president of enterprise marketing, who talks about the increased focus on customer experience across a range of business sectors and explains why technology is only part of the equation.  

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Poor online experience costing business billions

Reducing Customer StruggleCompanies are losing out on billions of dollars and pounds in revenue due to a poor online experience, according to research published today by Econsultancy and Tealeaf. A global survey of more than 500 businesses for the Reducing Customer Struggle report found that companies able to quantify site abandonment estimate they are losing the equivalent of 24% of their annual online revenue due to a bad website experience. 

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