Posts tagged with Customer Engagement

How brands can use social media polling

Twitter polls have been around for a while, but with Facebook Messenger and Instagram more recently adding similar features to their respective platforms – polls are having a bit of a resurgence.

This also looks to be due to the rise of teen polling app, Polly, which gained huge popularity on Snapchat last year.

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Four ways brands build loyalty & engagement (without using points)

It's often said that it costs a lot more to acquire a new customer than to retain an old one.

Because of this, many marketers have been tasked with developing engagement and loyalty programmes.

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How AI will impact marketing and the customer experience

Jeremy Waite, Evangelist at IBM Watson, kicked off speaking at a recent DMA event by highlighting the fact that by 2019 there will be 1m new devices coming online every hour.

With so much smart tech in the hands of consumers, will we end up marketing to machines or algorithms? 

He asked the audience to think about how we can use AI to create more meaningful relationships with our customers and use the power of marketing to make a difference.

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How Australia's marketers are cultivating loyalty and building advocacy

Brands have always looked for ways to get more loyal customers.

But since social media has taken off, they are also encouraging these loyal customers to become brand advocates.

So, how are brands cultivating customer loyalty and building advocacy?

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How purchase intent data can help you understand the customer journey

The earlier a customer is along their journey, the less marketers know about that person. But early on is when you can best influence shoppers.

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Four ecommerce tech trends to watch in 2015

It may be July, but now is the time to start thinking about the holiday season.

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Which trends are changing the way marketers engage with global customers?

Every marketing team in every organisation is having to deal with a furious pace of change in all areas of business.

Customer behaviour, technology, media, data analysis, the way we connect and interact with one another and companies… All these trends are evolving exponentially, but not necessarily at the same speed or in the same way in every territory.

This creates many challenges for marketers with a global remit.

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Social Customer Service Best Practice

15 essential best practice tips for social customer service

Over the past 18 months I’ve hosted over 30 events on social customer service, featuring brands such as eBay, Citibank and British Gas.

While it’s popular to examine the public failures of brands on social media, best practices are also emerging. 

Here are 15 of the most useful best practice tips I’ve learned from some of the world’s leading brands.

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Three ways for marketers to capitalize on live events

Summer is the season for live events like concerts, baseball games, music festivals and more.

Previously seen as simply a one-way advertising opportunity, mobile’s ability to facilitate a conversation with consumers has transformed live events into a key component of cross-channel marketing efforts.

This allows for consumers to become part of the event - whether in person or watching it on television. However, just like any program, a campaign built around a live event requires preparation that identifies goals and key messages to ensure it’s a measurable success.

Arguably this summer’s most talked about sporting event is the World Cup.

And, according to a study conducted by Interactive Advertising Bureau on device usage, nearly half of soccer fans worldwide who own smartphones intend to follow the games via their phone.

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Three steps to mobile marketing mastery

Mobile marketing involves much more than big budgets and a mobile-optimised website.

In particular, as social and location intelligence technologies mature, integrating marketing data from these sources in to the mobile marketing mix becomes incredibly important.

As brands build the sophistication of their mobile marketing efforts, there are three things brands should focus on getting right.

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econsultancy reports

35+ interesting stats from Econsultancy's Q2 2013 reports

The first week of July heralds not only the second week of Wimbledon and the start of Henley Regatta, but also the beginning of Q3.

That means it’s the perfect time to take a glance back at some of the interesting reports that our excellent research team published in Q2.

The topics include customer engagement, content management, personalisation, email marketing and web analytics.

So, here are the stats...

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Content management systems are failing to deliver on brand expectations: report

Just 38% of businesses believe that their content management system (CMS) helps to deliver a brand-enhancing digital presence, according to the latest Econsultancy/Adobe Quarterly Digital Intelligence Briefing.

The report also shows that nearly all (87%) respondents stated that a CMS should help them to improve user and customer engagement, while 78% said it should help to build the brand though positive experiences.

But despite a widespread grasp of the fundamental role played by a CMS in delivering great experiences, the reality is that all too often the technology is actually the problem rather than the solution.

The report, entitled ‘From Content Management to Customer Experience Management’, is based on a web content management survey of more than 1,000 business professionals spanning marketing, web development and other business departments, carried out in March 2013.

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