Real-time marketing is one of the most important digital and ecommerce trends in 2014, with many businesses seeking to make their marketing teams more agile in the way that they deal with consumers.
But what are perceived to be the main business benefits of real-time marketing?
A new report from Econsultancy and Monetate asked both client-side and agency respondents to answer this very question, with a better customer experience proving to be the most popular answer (84% company vs. 82% agency).
Around three-quarters of respondents cited improved conversion rates as a key benefit (72% vs. 74%) making it the second most-popular answer.
I’m sure you’ve heard the expression 'Never work with children or animals' right? Well, after you’ve read this lot, I reckon you’ll want to add participants, facilitators and even clients to this list.
You see, since my last blog I’ve spent a few weeks “playing journalist” sourcing weird, wonderful and downright bizarre stories from the UX (User Experience) Community.
The idea came to me while I was telling a friend how I had to sit throughout a whole study earlier this year in Norway, trying not to crack up every time a participant had to fill in his name on a form. Thing is, he was doing it with such a straight face that for a long time I thought it really was his name. Which it obviously couldn’t have been.
So it got me thinking that there must be other amusing or even downright weird experiences that my fellow UX practitioners might like to share with me... and share they did! OK, some took a little cajoling but I got there in the end.
They’re all anonymous and I hope you at least find them interesting, even if they might not tickle you as much as they tickled me.
Online holiday bookings at a record high. According to the latest ITB World Travel Trends Report, 65% of all holidays are now booked online, compared to just 24% that are booked via travel agencies.
Mobile travel bookings are also on the rise, with one in five UK holiday-makers now booking holidays using a mobile device, according to a recent survey by Tradedoubler Insight Unit.
As competition moves from the high street to digital channels, it’s now more important than ever for online travel operators to ensure customers have the best possible experience across all channels.
Broken links, payment problems, poor navigation and a lack of information can force customers to competitors’ sites, ultimately losing business. To avoid this, online travel operators need to take action fast.
Customer experience management is fast becoming the core pillar of effective digital marketing and data has a critical role to play.
However, it seems that many marketers do not have access to the data they need to improve customer experience. In our recent research, only 29% of marketers told us that they have access to any kind of data in real-time, which is essential for effective customer experience management.
This move to data-focused strategies is changing the relationship that marketing professionals have with IT and, with IT professionals traditionally the owners of data, a much closer relationship betweenthe two looks to be essential.
The importance of a strong online presence exponentially increases as time goes on. Companies need to follow their audience into the digital space and provide them with the optimal experience online.
However, just creating a website isn’t enough; there needs to be careful consideration into your target audience, their optimal experience and how you can affect it.
Using the 11 attributes of usability, one can determine how to present digital content that will best satisfy users.
The 11 attributes are as follows:
Customer experience represents the single most exciting opportunity for businesses this year, according to our 2014 Digital Trends Briefing.
Mobile comes a close second, and this forms a big part of providing an excellent customer experience as more and more people access sites and services on their phones.
This infographic presents some of the key findings from our Trends Briefing, which is produced in partnership with Adobe and based on a survey of more than 2,500 marketers.
Great customer experience is one of the hardest things for your competitors to copy.
A strategy of continuous improvement can offer clear differentiation from competitors.
However, it’s only when we measure what customers are actually seeing and doing when they are interacting with our digital channels, that we can understand where they might have issues or unmet needs.
You know the feeling. The feeling you get when you go to your favourite local business where they welcome you with open arms and a smile on their face.
They know you. They know who you are, listen to what you want and are flexible and helpful enough to give you a great service and a great experience by treating you as an individual.
Increasingly, this is what people expect from big companies too. Customers want big brands to recognise them. They don’t want to have to tell them twice who they are and provide information that they should already know.
Customer experience, mobile and content marketing are among the three most important business opportunities in 2014, according to a new report from Econsultancy and Adobe.
One-fifth (20%) of client-side respondents said that the customer experience was the most exciting opportunity for their organisation, making it the most popular answer. Among agency respondents mobile came out on top (21%) for the same question.
Ultimately a good customer experience can only be achieved if all other outward-facing business functions are working together in a harmonious fashion, so all of the other areas covered as in the report are themselves key building blocks for a great customer experience.
Twelve months on from writing “Will 2013 be the year of conversion rate optimization?” I’d like to follow up and share some answers and stories from what we saw in 2013.
One thing is clear, last year was absolutely the most progressive we have experienced, with a continued trend towards brands embracing a data driven, on-going optimization strategy.