tag:econsultancy.com,2008:/blog/tags/customer-experience Posts tagged with "customer experience" from the Econsultancy blog 2018-07-24T16:04:56+01:00 tag:econsultancy.com,2008:BlogPost/70208 2018-07-24T16:04:56+01:00 2018-07-24T16:04:56+01:00 The digital customer experience must be holistic & data-led without compromising privacy Jeff Rajeck <p><strong>Customer experience (CX) is a broad term which can cover many areas: Acquisition, content, conversion, and, of course, ongoing customer service.</strong></p><p><a href="https://econsultancy.com/blog/70208-the-digital-customer-experience-must-be-holistic-data-led-without-compromising-privacy/?utm_medium=feeds&amp;utm_source=blog">Read more...</a></p> tag:econsultancy.com,2008:BlogPost/70089 2018-06-13T15:37:00+01:00 2018-06-13T15:37:00+01:00 The digital transformation of Accent Group: A retail case study (part 3) Jeff Rajeck <p><strong>Accent Group, which operates 445 stores across nine different retail brands in Australia has recent and wide-ranging experience of digital transformation. </strong></p> <p>Mark Teperson, Chief Digital Officer of Accent Group shared many details of their journey in a recent interview with Econsultancy and revealed the challenges the group encountered along the way.</p><p><a href="https://econsultancy.com/blog/70089-the-digital-transformation-of-accent-group-a-retail-case-study-part-3/?utm_medium=feeds&amp;utm_source=blog">Read more...</a></p> tag:econsultancy.com,2008:BlogPost/69975 2018-04-26T15:00:00+01:00 2018-04-26T15:00:00+01:00 Marketing in 2018: Too tactical and not strategic enough? Jeff Rajeck <p><strong>Much is written about marketing 'strategies' and 'tactics', and these two terms are often used interchangeably.</strong></p> <p>Doing so is not usually a problem (we all know, for example, what search marketing is whether it's called a strategy or a tactic), but it is useful to distinguish strategies and tactics when trying to identify marketing trends.</p><p><a href="https://econsultancy.com/blog/69975-marketing-in-2018-too-tactical-and-not-strategic-enough/?utm_medium=feeds&amp;utm_source=blog">Read more...</a></p> tag:econsultancy.com,2008:BlogPost/69910 2018-04-03T20:30:00+01:00 2018-04-03T20:30:00+01:00 Join our Asia-Pacific webinar: Digital Transformation in the Retail Sector Jeff Rajeck <p><strong>Digital has forever changed the retail customer experience.</strong></p> <p>Heightened consumer expectations have increased the pressure for brands to adapt to remain competitive, in an already hyper-competitive environment.</p><p><a href="https://econsultancy.com/blog/69910-join-our-asia-pacific-webinar-digital-transformation-in-the-retail-sector/?utm_medium=feeds&amp;utm_source=blog">Read more...</a></p> tag:econsultancy.com,2008:BlogPost/69758 2018-01-30T13:27:00+00:00 2018-01-30T13:27:00+00:00 Three customer experiences that have disappointed me Ben Davis <p><strong>I think we're at a really interesting time in the history of consumerism.</strong></p> <p>In developed markets, we have all had some amazing experiences enabled by (often mobile) tech. Not only that, we are seeing incredible investment in innovative new technologies (such as voice assistants), with tech-savvy consumers seemingly ready to experiment with tech when it is arguably far from mature (an astounding 10% of UK households have an Amazon Echo, according to Kantar).</p> <p>What are the implications for mainstream businesses? I'd argue there are laggards in many industries that are sitting ducks, ripe not necessarily for disruption, but certainly to be taken down a peg or two by businesses who get the customer experience right.</p><p><a href="https://econsultancy.com/blog/69758-three-customer-experiences-that-have-disappointed-me/?utm_medium=feeds&amp;utm_source=blog">Read more...</a></p> tag:econsultancy.com,2008:BlogPost/69607 2017-12-07T09:30:00+00:00 2017-12-07T09:30:00+00:00 What were the biggest UX trends of 2017? Ben Davis <p><strong>We've all been ordering our toilet tissue through Alexa, right?</strong></p> <p>Maybe not exactly. Let's ask the experts about the biggest user experience (UX) trends in 2017.</p><p><a href="https://econsultancy.com/blog/69607-what-were-the-biggest-ux-trends-of-2017/?utm_medium=feeds&amp;utm_source=blog">Read more...</a></p> tag:econsultancy.com,2008:BlogPost/69631 2017-12-06T14:30:00+00:00 2017-12-06T14:30:00+00:00 Four steps to optimizing customer experience using data & analytics Jeff Rajeck <p><strong>Few would argue that two of the most important marketing topics at the moment are customer experience (CX) and data analytics.</strong></p> <p>Which is interesting as CX and analytics seem worlds apart. CX tends to be a soft, holistic study of how to make customers happier and analytics consists of the cold, hard numbers which fuel return on investment (ROI) calculations.</p><p><a href="https://econsultancy.com/blog/69631-four-steps-to-optimizing-customer-experience-using-data-analytics/?utm_medium=feeds&amp;utm_source=blog">Read more...</a></p> tag:econsultancy.com,2008:BlogPost/69582 2017-11-20T14:00:00+00:00 2017-11-20T14:00:00+00:00 How Hilton is iterating its excellent app to improve customer experience Lynette Saunders <p><strong>How does a 98 year old company like the Hilton stay relevant in today’s ‘always on’ world. Geraldine Calpin, CMO at Hilton Worldwide enlightened us at Web Summit 2017.</strong></p><p><a href="https://econsultancy.com/blog/69582-how-hilton-is-iterating-its-excellent-app-to-improve-customer-experience/?utm_medium=feeds&amp;utm_source=blog">Read more...</a></p> tag:econsultancy.com,2008:BlogPost/69576 2017-11-15T09:57:00+00:00 2017-11-15T09:57:00+00:00 River Island's head of customer experience on the brand's CX strategy David Moth <p><strong>Customer experience is probably the hottest trend in digital right now.</strong></p> <p>One need only observe the martech vendors falling over themselves in the rush to reposition as customer experience platforms to know that marketers are sold on the idea of CX optimisation.</p><p><a href="https://econsultancy.com/blog/69576-river-island-s-head-of-customer-experience-on-the-brand-s-cx-strategy/?utm_medium=feeds&amp;utm_source=blog">Read more...</a></p> tag:econsultancy.com,2008:BlogPost/69557 2017-11-01T10:26:25+00:00 2017-11-01T10:26:25+00:00 Nespresso expands to cafes: Is there a consumer demand? Nikki Gilliland <p><strong>London’s Soho is a mixture of hipster cafes and chain coffee shops. </strong></p> <p>Now, there’s a brand new contender on the block, this time from coffee brand Nespresso. Its café is the second of its kind to launch in the UK, following on from an initial trial that launched in the city in 2016.</p><p><a href="https://econsultancy.com/blog/69557-nespresso-expands-to-cafes-is-there-a-consumer-demand/?utm_medium=feeds&amp;utm_source=blog">Read more...</a></p> tag:econsultancy.com,2008:BlogPost/69510 2017-10-23T04:00:00+01:00 2017-10-23T04:00:00+01:00 Four challenges content marketers face every day and how they overcome them Jeff Rajeck <p><strong>The internet is full of all sorts of reports and posts which aim to help brands with their content marketing.</strong></p><p><a href="https://econsultancy.com/blog/69510-four-challenges-content-marketers-face-every-day-and-how-they-overcome-them/?utm_medium=feeds&amp;utm_source=blog">Read more...</a></p> tag:econsultancy.com,2008:BlogPost/69504 2017-10-18T01:00:00+01:00 2017-10-18T01:00:00+01:00 Three promising signs that companies are finally starting to appreciate CX Jeff Rajeck <p><strong>For years it has felt like we're stuck at the beginning of the journey toward improving customer experience (CX).</strong></p> <p>We know what we want to achieve (great CX), we have plenty of ideas about how to do it, yet very few of our organisations have truly aligned their objectives with the customers'.</p><p><a href="https://econsultancy.com/blog/69504-three-promising-signs-that-companies-are-finally-starting-to-appreciate-cx/?utm_medium=feeds&amp;utm_source=blog">Read more...</a></p> tag:econsultancy.com,2008:BlogPost/69472 2017-10-04T14:38:00+01:00 2017-10-04T14:38:00+01:00 How Brompton Bicycles is overcoming purchase friction using content and social Ben Davis <p><strong>Brompton Bicycles makes for a terrific brand case study because, until recently, the company has done almost zero brand management.</strong></p> <p>The heritage of the firm is very much about British manufacturing expertise, with the marketing and selling of the bikes left to partner retailers.</p><p><a href="https://econsultancy.com/blog/69472-how-brompton-bicycles-is-overcoming-purchase-friction-using-content-and-social/?utm_medium=feeds&amp;utm_source=blog">Read more...</a></p> tag:econsultancy.com,2008:BlogPost/69458 2017-10-02T15:30:00+01:00 2017-10-02T15:30:00+01:00 How Disney World has mastered customer experience Nikki Gilliland <p><strong>If there’s one brand that knows a thing or two about keeping its customers happy, it’s Disney.</strong> </p> <p>This is reflected in the increasing demand for the Disney experience. In 2016, its Parks &amp; Resorts accounted for <a href="https://beta.marketrealist.com/2016/11/will-drive-growth-disney-parks-resorts-segment?utm_source=redirect5&amp;utm_medium=auto" target="_blank">31% of the company’s total revenues</a> (with its media networks generating 43%). It also saw more than 13m people visit the newly opened Shanghai Disney Resort, as well as greater attendance levels in parks in the US.</p><p><a href="https://econsultancy.com/blog/69458-how-disney-world-has-mastered-customer-experience/?utm_medium=feeds&amp;utm_source=blog">Read more...</a></p> tag:econsultancy.com,2008:BlogPost/69286 2017-08-07T14:30:00+01:00 2017-08-07T14:30:00+01:00 Five innovators of the in-store customer experience Nikki Gilliland <p><strong>If you’ve ever walked into Zara on a hot, sticky day during the summer sales you’ll know exactly what hell on earth feels like. The combination of poor layout, limited changing rooms, and a distinct lack of staff can often make the in-store experience far from enjoyable.</strong></p> <p>Not to single Zara out too much, of course. The fact that I regularly put myself through it shows that the retailer must be doing <em>something</em> right – not to mention the fact that the same experience can be found in plenty of other high street stores. </p><p><a href="https://econsultancy.com/blog/69286-five-innovators-of-the-in-store-customer-experience/?utm_medium=feeds&amp;utm_source=blog">Read more...</a></p> tag:econsultancy.com,2008:BlogPost/69269 2017-07-25T13:00:00+01:00 2017-07-25T13:00:00+01:00 17 stats that show why CX is so important Nikki Gilliland <p><strong>Customer experience (CX) has been a hot topic for a number of years now, with global brands like Airbnb and Apple setting the standard (and expectations) for what customer experience should look like.</strong></p> <p>As a result, CX - or ‘how customers perceive their interactions with your company’, as Forrester defines it – has become a primary focus for businesses. </p><p><a href="https://econsultancy.com/blog/69269-17-stats-that-show-why-cx-is-so-important/?utm_medium=feeds&amp;utm_source=blog">Read more...</a></p> tag:econsultancy.com,2008:BlogPost/69195 2017-07-11T14:00:00+01:00 2017-07-11T14:00:00+01:00 The tech & CX challenge: Playing safe doesn't cut it any more Blake Cahill <p><strong>Over the last 10 years, businesses have changed dramatically. Gone are the days when companies decided who they communicated to, when they communicated and where they communicated.</strong></p> <p>Customers now want to do things in whatever way is easiest for them, and with this type of expectation growing, businesses are no longer calling the shots when it comes to customer wants and needs.</p><p><a href="https://econsultancy.com/blog/69195-the-tech-cx-challenge-playing-safe-doesn-t-cut-it-any-more/?utm_medium=feeds&amp;utm_source=blog">Read more...</a></p> tag:econsultancy.com,2008:BlogPost/69212 2017-06-30T09:45:00+01:00 2017-06-30T09:45:00+01:00 How Jo Loves creates a memorable retail experience Nikki Gilliland <p><strong>It’s not easy to make a comeback. Jo Malone - who sold her business to Estée Lauder in 1999 and stepped down as creative director in 2006 - knows this more than anyone. </strong></p> <p>However, with Jo Loves, a passion project that brought Jo back to the world of luxury fragrance after a five-year hiatus, the entrepreneur has once again found success.</p><p><a href="https://econsultancy.com/blog/69212-how-jo-loves-creates-a-memorable-retail-experience/?utm_medium=feeds&amp;utm_source=blog">Read more...</a></p> tag:econsultancy.com,2008:BlogPost/69070 2017-05-12T15:00:00+01:00 2017-05-12T15:00:00+01:00 Three secrets to leading in customer experience: Customer-focus, speed and the profit motive Stefan Tornquist <p><strong>Over a series of posts, we’ve looked at the evolution occurring in marketing measurement and how it can better reflect and contribute to the larger business.</strong></p> <p>In this final piece, we take a look at the broad topic of customer experience and how measurement is a factor in leaders’ success.</p><p><a href="https://econsultancy.com/blog/69070-three-secrets-to-leading-in-customer-experience-customer-focus-speed-and-the-profit-motive/?utm_medium=feeds&amp;utm_source=blog">Read more...</a></p> tag:econsultancy.com,2008:BlogPost/69003 2017-05-03T02:00:00+01:00 2017-05-03T02:00:00+01:00 The top four technologies for improving customer experience in India Jeff Rajeck <p><strong>Managing the customer experience in our multi-device, multichannel world provides a significant challenge to marketers.</strong></p> <p>Consumers engage with companies according to their preferences, not necessarily in ways that are best for the brand.</p><p><a href="https://econsultancy.com/blog/69003-the-top-four-technologies-for-improving-customer-experience-in-india/?utm_medium=feeds&amp;utm_source=blog">Read more...</a></p> tag:econsultancy.com,2008:BlogPost/68907 2017-04-06T10:28:22+01:00 2017-04-06T10:28:22+01:00 How Target, Birchbox and Sainsbury's ensure customer experience is king Lynette Saunders <p><strong>It's easy to say you're customer centric, but you have to show it.</strong></p> <p>'Customer experience is king' was the key message I took away from Retail Week Live 2017. Here are some of the highlights from the brands that presented.</p><p><a href="https://econsultancy.com/blog/68907-how-target-birchbox-and-sainsbury-s-ensure-customer-experience-is-king/?utm_medium=feeds&amp;utm_source=blog">Read more...</a></p> tag:econsultancy.com,2008:BlogPost/68920 2017-04-04T10:00:00+01:00 2017-04-04T10:00:00+01:00 Customer experience: 40% of companies say each department has its own agenda Ben Davis <p><strong>Company silos. That least poetic of business metaphors is not going away anytime soon.</strong></p> <p>For all the articles about cross-functional teams and iterative ways of working, 40% of marketers admit that they are not adequately supported by other members of the organisation and that different departments have their own agenda.</p><p><a href="https://econsultancy.com/blog/68920-customer-experience-40-of-companies-say-each-department-has-its-own-agenda/?utm_medium=feeds&amp;utm_source=blog">Read more...</a></p> tag:econsultancy.com,2008:BlogPost/68807 2017-02-20T11:58:23+00:00 2017-02-20T11:58:23+00:00 Does customer experience need its own department? Ben Davis <p><strong>Some companies have customer experience managers or departments, and others do not. Why is that?</strong></p> <p>Who should own customer experience and what does that entail?</p><p><a href="https://econsultancy.com/blog/68807-does-customer-experience-need-its-own-department/?utm_medium=feeds&amp;utm_source=blog">Read more...</a></p> tag:econsultancy.com,2008:BlogPost/68746 2017-02-16T01:30:00+00:00 2017-02-16T01:30:00+00:00 Understanding the customer journey: 70% of APAC marketers admit little channel integration Ben Davis <p><strong>Joining up marketing channels is not a new concept - Econsultancy used to run an event called JUMP based on exactly this theme (first held back in 2012).</strong></p> <p>The idea of providing a consistent and connected customer experience across marketing touchpoints has been mainstream for at least five years.</p> <p>However, recent research from Econsultancy shows that 70% of marketers in Asia Pacific have either little management across touchpoints or completely siloed delivery.</p><p><a href="https://econsultancy.com/blog/68746-understanding-the-customer-journey-70-of-apac-marketers-admit-little-channel-integration/?utm_medium=feeds&amp;utm_source=blog">Read more...</a></p> tag:econsultancy.com,2008:BlogPost/68721 2017-02-08T17:11:00+00:00 2017-02-08T17:11:00+00:00 The challenges to CX maturity in India: A lack of vision and collaboration Ben Davis <p><strong>Indian marketers think internal collaboration will be the most important factor within their organisations when improving customer experience.</strong></p> <p>This is one of the findings of Econsultancy's <a title="Customer Experience Maturity in India" href="https://econsultancy.com/reports/customer-experience-maturity-in-india/" target="_self">Customer Experience Maturity in India survey report</a>, in association with Epsilon.</p><p><a href="https://econsultancy.com/blog/68721-the-challenges-to-cx-maturity-in-india-a-lack-of-vision-and-collaboration/?utm_medium=feeds&amp;utm_source=blog">Read more...</a></p> tag:econsultancy.com,2008:BlogPost/68754 2017-01-30T14:13:00+00:00 2017-01-30T14:13:00+00:00 Marketers, go back to your roots with user stories Ben Davis <p><strong>The most important tenet of service design is working with user stories in mind.</strong></p> <p>This obsession with user centricity is creeping across business - is there any company exec that hasn't expounded to the press that "the customer is at the heart of everything we do"?</p> <p>Thankfully, there's a renewed focus on the customer among marketers, too.</p><p><a href="https://econsultancy.com/blog/68754-marketers-go-back-to-your-roots-with-user-stories/?utm_medium=feeds&amp;utm_source=blog">Read more...</a></p> tag:econsultancy.com,2008:BlogPost/68722 2017-01-24T14:57:55+00:00 2017-01-24T14:57:55+00:00 How AI will impact marketing and the customer experience Lynette Saunders <p><strong>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.</strong></p> <p>With so much smart tech in the hands of consumers, will we end up marketing to machines or algorithms? </p> <p>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.</p><p><a href="https://econsultancy.com/blog/68722-how-ai-will-impact-marketing-and-the-customer-experience/?utm_medium=feeds&amp;utm_source=blog">Read more...</a></p> tag:econsultancy.com,2008:BlogPost/68712 2017-01-18T11:12:00+00:00 2017-01-18T11:12:00+00:00 I beg you, retailers, don't digitize the in-store customer experience Ben Davis <p><strong>Online shopping is eating into physical store visits - that much is obvious if you watch any news bulletin about Black Friday.</strong></p> <p>Footfall for Black Friday 2016 in the UK was down 0.7% on 2015, <a href="https://www.ipsos-retailperformance.com/resources/blog/black-friday-results/">according to IPSOS</a>.</p> <p>Look at <a href="https://www.ons.gov.uk/businessindustryandtrade/retailindustry/bulletins/retailsales/nov2016">the latest ONS retail sales figures</a> (for November 2016), and you'll see that in the UK, online sales made up 15.8% of total retail sales. That's almost 25% year-on-year growth.</p><p><a href="https://econsultancy.com/blog/68712-i-beg-you-retailers-don-t-digitize-the-in-store-customer-experience/?utm_medium=feeds&amp;utm_source=blog">Read more...</a></p> tag:econsultancy.com,2008:BlogPost/68681 2017-01-16T14:29:43+00:00 2017-01-16T14:29:43+00:00 Mapping the customer journey doesn't have to be difficult Ben Davis <p><strong>Mapping the customer journey is not exactly a science.</strong></p> <p>It can be, but more often that not it's a collaborative exercise that draws on some data and some qualitative and anecdotal insight from customers and staff.</p> <p>The objective is to encourage customer-led and design-led thinking in a group, using the results to prioritise challenges and opportunities.</p><p><a href="https://econsultancy.com/blog/68681-mapping-the-customer-journey-doesn-t-have-to-be-difficult/?utm_medium=feeds&amp;utm_source=blog">Read more...</a></p> tag:econsultancy.com,2008:BlogPost/68221 2016-09-07T15:41:25+01:00 2016-09-07T15:41:25+01:00 Embracing digital transformation in the Pharma and Healthcare sectors Lynette Saunders <p><strong>Digital technology has increased the pace of change in consumer and patient expectations, but most pharma and healthcare organisations haven’t moved quickly in response.</strong></p> <p>Consumers are taking control over their own healthcare and driving change, preferring a more convenient way to get medical services and access information.</p><p><a href="https://econsultancy.com/blog/68221-embracing-digital-transformation-in-the-pharma-and-healthcare-sectors/?utm_medium=feeds&amp;utm_source=blog">Read more...</a></p> tag:econsultancy.com,2008:BlogPost/68141 2016-08-09T12:16:12+01:00 2016-08-09T12:16:12+01:00 How UrbanStems uses customer experience to compete with big ecommerce Bart Mroz <p><strong>By focusing on the customer experience rather than sales, smaller brands and retailers can effectively compete with their largest competitors.</strong></p> <p>A great example of this comes from flower delivery service UrbanStems.</p><p><a href="https://econsultancy.com/blog/68141-how-urbanstems-uses-customer-experience-to-compete-with-big-ecommerce/?utm_medium=feeds&amp;utm_source=blog">Read more...</a></p> tag:econsultancy.com,2008:BlogPost/67938 2016-06-10T14:51:18+01:00 2016-06-10T14:51:18+01:00 How Lufthansa & Zalando are improving the customer experience Ben Davis <p><strong>Customer experience has arguably been the marketing buzz phrase of 2015/2016.</strong></p> <p>But the interest in the term reflects marketing's increasing influence across the organisation, in a time when business models are changing.</p> <p>At Syzygy's Digital Innovation Day, I listened to marketers from Lufthansa, <a href="https://econsultancy.com/blog/67425-zalando-the-fashion-platform-looking-to-china-for-great-customer-experience/">Zalando</a> and Consorsbank who discussed CX.</p><p><a href="https://econsultancy.com/blog/67938-how-lufthansa-zalando-are-improving-the-customer-experience/?utm_medium=feeds&amp;utm_source=blog">Read more...</a></p> tag:econsultancy.com,2008:BlogPost/67930 2016-06-08T13:44:09+01:00 2016-06-08T13:44:09+01:00 12 outstanding mobile customer experiences Ben Davis <p><strong>I was privileged to hear Avinash Kaushik speak at Syzygy's excellent <a href="http://www.syzygy.net/didconference/">Digital Innovation Day</a> last week.</strong></p> <p>Avinash discussed some of his favourite mobile experiences.</p> <p>Here are 12 of them.</p><p><a href="https://econsultancy.com/blog/67930-12-outstanding-mobile-customer-experiences/?utm_medium=feeds&amp;utm_source=blog">Read more...</a></p> tag:econsultancy.com,2008:BlogPost/67920 2016-06-06T14:44:35+01:00 2016-06-06T14:44:35+01:00 How can we design experiences that increase customer happiness? Ben Davis <p><strong>Improving customer experience is often a balance of science and art - design thinking combined with technology-led insight.</strong></p> <p>We use analytics to identify pain points in a customer journey and confirm or confound our instincts. </p> <p>What can often be missed is an empathetic view of design. Are we truly designing with the customer’s feelings in mind or are we improving an existing flawed model?</p><p><a href="https://econsultancy.com/blog/67920-how-can-we-design-experiences-that-increase-customer-happiness/?utm_medium=feeds&amp;utm_source=blog">Read more...</a></p> tag:econsultancy.com,2008:BlogPost/67915 2016-06-03T15:46:00+01:00 2016-06-03T15:46:00+01:00 What can we learn about customer experience from a colonoscopy? Ben Davis <p><strong>At <a href="http://www.syzygy.net/">Syzygy’s</a> Digital Innovation Day, Paul Marsden discussed customer experience and the ‘Peak End Rule’, the idea that ‘finishing strong’ leaves a lasting impression.</strong></p> <p>To demonstrate this he used the example of a colonoscopy, and <a href="https://en.wikipedia.org/wiki/Peak%E2%80%93end_rule">a study</a> by Daniel Kahneman, author of <em>Thinking Fast, Thinking Slow</em>.</p><p><a href="https://econsultancy.com/blog/67915-what-can-we-learn-about-customer-experience-from-a-colonoscopy/?utm_medium=feeds&amp;utm_source=blog">Read more...</a></p> tag:econsultancy.com,2008:BlogPost/67824 2016-05-11T10:01:59+01:00 2016-05-11T10:01:59+01:00 Three stats that throw down the gauntlet for B2B customer experience Ben Davis <p><strong>B2B customer experience is the topic of Econsultancy and SAP Hybris' latest report.</strong></p> <p><a href="https://econsultancy.com/reports/the-tension-in-b2b-customer-experience-management/">The Tension in B2B Customer Experience Management</a> includes an international survey of over 220 senior leaders at companies spanning a range of industries.</p> <p>Though customer experience (CX) is impossible to universally define, the importance of slick customer interactions is paramount.</p> <p>Yet, as the report reveals, there's still a way to go for many B2B brands.</p><p><a href="https://econsultancy.com/blog/67824-three-stats-that-throw-down-the-gauntlet-for-b2b-customer-experience/?utm_medium=feeds&amp;utm_source=blog">Read more...</a></p> tag:econsultancy.com,2008:BlogPost/67801 2016-05-03T09:47:00+01:00 2016-05-03T09:47:00+01:00 A day in the life of... Head of Digital Product Management at RS Components Ben Davis <p><strong>Think like a customer (you are one), sharing is caring, and focus on NES (Nintendo Entertainment System? - No! Net Ease Score).</strong></p> <p>This is just some of the advice offered by Nicki Young, Head of Digital Product Development at <a href="http://uk.rs-online.com/web/">RS Components</a>.</p> <p>RS is the <a href="https://econsultancy.com/blog/67239-the-ultimate-ecommerce-cro-ux-case-study-rs-components/">perfect playground for improving customer experience</a>, receiving hundreds of millions of visitors a year.</p> <p>Let's hear from Nicki.</p><p><a href="https://econsultancy.com/blog/67801-a-day-in-the-life-of-head-of-digital-product-management-at-rs-components/?utm_medium=feeds&amp;utm_source=blog">Read more...</a></p> tag:econsultancy.com,2008:BlogPost/67788 2016-04-27T10:19:48+01:00 2016-04-27T10:19:48+01:00 Giving B&Q customer feedback: the one time I wished for a QR code Ben Davis <p><strong>QR codes never really took off in the West.</strong></p> <p>I had nothing against them, just their implementation (on a <a href="https://econsultancy.com/blog/62397-qr-codes-the-good-the-bad-and-the-ugly/">creative and a technical level</a>).</p> <p>However, I wanted one at the weekend so I could leave feedback about a store visit.</p><p><a href="https://econsultancy.com/blog/67788-giving-b-q-customer-feedback-the-one-time-i-wished-for-a-qr-code/?utm_medium=feeds&amp;utm_source=blog">Read more...</a></p> tag:econsultancy.com,2008:BlogPost/67746 2016-04-15T10:24:00+01:00 2016-04-15T10:24:00+01:00 10 action-packed digital marketing stats from this week Ben Davis <p><strong>It's been a fine week for digital marketing and ecommerce stats.</strong></p> <p>So, if you're at all interested in travel and social media, PR and advertising codes, PC shipments, UK adspend, data breaches, email subject lines, B2B customer experience or the 'single customer view', reader, you're in luck.</p><p><a href="https://econsultancy.com/blog/67746-10-action-packed-digital-marketing-stats-from-this-week/?utm_medium=feeds&amp;utm_source=blog">Read more...</a></p> tag:econsultancy.com,2008:BlogPost/67737 2016-04-13T10:03:00+01:00 2016-04-13T10:03:00+01:00 What does a digitally transformed retailer look like? Ben Davis <p><strong>According to the IMRG Capgemini Sales Index, online sales accounted for 27% of UK retail sales in 2015. That’s £114bn.</strong></p> <p>But obviously digital provides more than just a sales channel.</p> <p>With so many retailers going through a digital transformation programme, I wanted to try to cut through the jargon and define exactly what a digitally transformed retailer should look like.</p><p><a href="https://econsultancy.com/blog/67737-what-does-a-digitally-transformed-retailer-look-like/?utm_medium=feeds&amp;utm_source=blog">Read more...</a></p> tag:econsultancy.com,2008:BlogPost/67705 2016-04-07T09:56:00+01:00 2016-04-07T09:56:00+01:00 What's now & next for digital technology in retail stores? Ben Davis <p><strong>Personally, I think 2014 was the year when the hype around digital technology in retail stores crested a wave.</strong></p> <p>By 2015, I was writing fairly sceptical posts about <a href="https://econsultancy.com/blog/67096-in-store-tech-the-screen-in-the-corner-that-nobody-wants-to-use/">the screens in the corner that nobody uses</a>.</p> <p>However, now that the noise around kiosks, beacons and mobile loyalty has died down, it seems a good time to assess the landscape.</p><p><a href="https://econsultancy.com/blog/67705-what-s-now-next-for-digital-technology-in-retail-stores/?utm_medium=feeds&amp;utm_source=blog">Read more...</a></p> tag:econsultancy.com,2008:BlogPost/67703 2016-04-05T15:28:00+01:00 2016-04-05T15:28:00+01:00 Digital customer experience: four innovation methods Ben Davis <p><strong>Customer experience and innovation are both hard to pin down.</strong></p> <p>Econsultancy's new report, <a href="https://econsultancy.com/reports/innovating-the-digital-customer-experience/">Innovating the Digital Customer Experience</a>, in association with Jahia, attempts to do just that.</p> <p>The report examines how to innovate, the concept of practical agility, marginalizing your competition and the 'innovator's toolkit'.</p><p><a href="https://econsultancy.com/blog/67703-digital-customer-experience-four-innovation-methods/?utm_medium=feeds&amp;utm_source=blog">Read more...</a></p> tag:econsultancy.com,2008:BlogPost/67682 2016-03-31T10:14:00+01:00 2016-03-31T10:14:00+01:00 A look inside Nationwide Building Society’s new CX design lab Ben Davis <p><strong>Nationwide Building Society (in partnership with cxpartners) has set up and launched a 30-person customer experience design team, Nationwide Studio.</strong></p> <p>The aim is to reinvent Nationwide's design culture and develop the next generation of customer experiences.</p> <p>We caught up with Webster Garratt, Head of Digital Experience &amp; Service Design at Nationwide.</p><p><a href="https://econsultancy.com/blog/67682-a-look-inside-nationwide-building-society-s-new-cx-design-lab/?utm_medium=feeds&amp;utm_source=blog">Read more...</a></p> tag:econsultancy.com,2008:BlogPost/67683 2016-03-30T11:06:00+01:00 2016-03-30T11:06:00+01:00 How typography will help your responsive website stand out James Hopkins <p dir="ltr"><strong>The best responsive designs come with good, considered typography.</strong></p> <p dir="ltr">As far as I am concerned, there are two factors for great typography. The first one is personality, the second one is semantic.</p><p><a href="https://econsultancy.com/blog/67683-how-typography-will-help-your-responsive-website-stand-out/?utm_medium=feeds&amp;utm_source=blog">Read more...</a></p> tag:econsultancy.com,2008:BlogPost/67677 2016-03-24T11:33:37+00:00 2016-03-24T11:33:37+00:00 Top 10 digital marketing stats of the week Jack Simpson <p><strong><a href="https://econsultancy.com/reports/internet-statistics-compendium/">Stats</a> on a Thursday? Have you lost it, Simpson? Do you need a lie down and a hot Lemsip? Should we contact your next of kin and tell them to prepare for the worst?</strong></p> <p>No, you silly rabbits. It’s Easter weekend. Which means, in the words of the ever-culturally relevant Rebecca Black: </p><p><a href="https://econsultancy.com/blog/67677-top-10-digital-marketing-stats-of-the-week-3/?utm_medium=feeds&amp;utm_source=blog">Read more...</a></p> tag:econsultancy.com,2008:BlogPost/67657 2016-03-24T00:01:00+00:00 2016-03-24T00:01:00+00:00 What challenges are Australia's marketers facing with technology and customer experience? Jeff Rajeck <p><strong>In a <a href="https://econsultancy.com/reports/the-rise-of-marketing-technologists/">recent Econsultancy report</a>, survey respondents revealed that the CMO is spending more than the CIO in almost a third (32%) of companies in Australia and New Zealand.</strong></p> <p>How are marketers using all of this technology, then, to address the pressing issue of improving customer experience (CX)?</p><p><a href="https://econsultancy.com/blog/67657-what-challenges-are-australia-s-marketers-facing-with-technology-and-customer-experience/?utm_medium=feeds&amp;utm_source=blog">Read more...</a></p> tag:econsultancy.com,2008:BlogPost/67658 2016-03-21T11:03:54+00:00 2016-03-21T11:03:54+00:00 How hotels can personalize the customer experience to compete with Airbnb Anton Schubert <p><strong>My aim with these articles is to cover some of the most important needs in hospitality and explore how brands can use digital touch points to deliver.</strong></p> <p>In the first of this series of articles<a href="https://econsultancy.com/blog/67493-how-digital-can-revolutionise-the-customer-experience-in-travel-leisure/"> I covered the need for </a><em><a href="https://econsultancy.com/blog/67493-how-digital-can-revolutionise-the-customer-experience-in-travel-leisure/">recognition</a> </em>and in this article I’d like to focus on <em>personalisation.</em></p><p><a href="https://econsultancy.com/blog/67658-how-hotels-can-personalize-the-customer-experience-to-compete-with-airbnb/?utm_medium=feeds&amp;utm_source=blog">Read more...</a></p> tag:econsultancy.com,2008:BlogPost/67652 2016-03-21T00:06:00+00:00 2016-03-21T00:06:00+00:00 How Australia's marketers are cultivating loyalty and building advocacy Jeff Rajeck <p><strong>Brands have always looked for ways to get more loyal customers.</strong></p> <p>But since social media has taken off, they are also encouraging these loyal customers to become brand advocates.</p> <p>So, how are brands cultivating customer loyalty and building advocacy?</p><p><a href="https://econsultancy.com/blog/67652-how-australia-s-marketers-are-cultivating-loyalty-and-building-advocacy/?utm_medium=feeds&amp;utm_source=blog">Read more...</a></p> tag:econsultancy.com,2008:BlogPost/67636 2016-03-18T00:05:00+00:00 2016-03-18T00:05:00+00:00 Kogan.com - a world of cheeky (and divisive?) UX Ben Davis <p><strong>Kogan.com is the only international Australian electronics retailer, the work of self-made Ruslan Kogan.</strong></p> <p>Perhaps the most amusing story in its 10 year history was its application of an IE7 tax in 2012, charging people 6.8% more for using the outdated browser (0.1% for every month the browser had been on the market).</p> <p>It's not just this that seems unconventional, the site is full of UX quirks (some good, some bad) that I thought I should highlight. Let me know what you think.</p> <p><a href="https://econsultancy.com/blog/67636-kogan-com-a-world-of-cheeky-and-divisive-ux/?utm_medium=feeds&amp;utm_source=blog">Read more...</a></p> tag:econsultancy.com,2008:BlogPost/67635 2016-03-17T15:07:48+00:00 2016-03-17T15:07:48+00:00 How did we ever forget about customer experience? Alasdair Graham <p><strong>Marketers are responsible for abominations such as the popup, spam email, clickbait, poorly targeted mass display ad campaigns and deceptive native advertising.</strong></p> <p>Now we're paying the price.</p><p><a href="https://econsultancy.com/blog/67635-how-did-we-ever-forget-about-customer-experience/?utm_medium=feeds&amp;utm_source=blog">Read more...</a></p>