Posts tagged with Customer Experience

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What were the biggest UX trends of 2017?

We've all been ordering our toilet tissue through Alexa, right?

Maybe not exactly. Let's ask the experts about the biggest user experience (UX) trends in 2017.

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Four steps to optimizing customer experience using data & analytics

Few would argue that two of the most important marketing topics at the moment are customer experience (CX) and data analytics.

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.

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How Hilton is iterating its excellent app to improve customer experience

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.

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River Island's head of customer experience on the brand's CX strategy

Customer experience is probably the hottest trend in digital right now.

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.

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Nespresso expands to cafes: Is there a consumer demand?

London’s Soho is a mixture of hipster cafes and chain coffee shops. 

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.

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Four challenges content marketers face every day and how they overcome them

The internet is full of all sorts of reports and posts which aim to help brands with their content marketing.

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Three promising signs that companies are finally starting to appreciate CX

For years it has felt like we're stuck at the beginning of the journey toward improving customer experience (CX).

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'.

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brompton prototype

How Brompton Bicycles is overcoming purchase friction using content and social

Brompton Bicycles makes for a terrific brand case study because, until recently, the company has done almost zero brand management.

The heritage of the firm is very much about British manufacturing expertise, with the marketing and selling of the bikes left to partner retailers.

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How Disney World has mastered customer experience

If there’s one brand that knows a thing or two about keeping its customers happy, it’s Disney. 

This is reflected in the increasing demand for the Disney experience. In 2016, its Parks & Resorts accounted for 31% of the company’s total revenues (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.

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Five innovators of the in-store customer experience

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.

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 something right – not to mention the fact that the same experience can be found in plenty of other high street stores. 

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17 stats that show why CX is so important

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.

As a result, CX - or ‘how customers perceive their interactions with your company’, as Forrester defines it – has become a primary focus for businesses. 

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uGrow

The tech & CX challenge: Playing safe doesn't cut it any more

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.

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.

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