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Personalisation is a fundamental part of digital strategy and a strong commercial case for using it is as follows: a reported 14% uplift in sales.
The increased understanding and use of testing is giving companies more ability to tailor customer experiences in an improved, genuinely personalised way.
Serving each segment a tailored experience also has the future potential to raise conversion levels even higher than the 7-10% uplift reported in 2014.
Many executives are overwhelmed by the rate of change in digital. Little wonder that some just give up trying to understand what currently drives customers.
However if you strip away the smartphones, iPads and wearable devices, you’ll see that consumer needs haven’t really changed that much. In fact, the desires of the always-on digital consumer may be identical to those operating in the first marketplaces 1,000 years ago.
This was going to be a rigorous test of another specific UK fashion retailer’s paid search strategy, through to landing page and eventually checkout. Essentially a complete ecommerce journey from the customer’s point of view.
But then I was bombarded with LED festooned Christmas tree jumpers, wool sweaters featuring Santa with a fake wobbly Santa belly and pullovers with Rudolph’s glowing red nose and things went dramatically off-course.
Are retailers doing enough with our data to make online customer experiences truly personal?
If you’re used to shopping on Amazon regularly then you’ll be used to a homepage full of items you’ve already browsed, items inspired by your history and other recommended products based on your preferences and behaviour.
Savvy marketers know that the internet puts people in control.
These prospective buyers are going on a journey of their own making, and smart marketers know that creating engaging content and being exceptionally helpful will help position their brand as the only logical choice.
I’m going to set out my prejudiced little stall immediately: I hate booking cinema tickets online.
In terms of annoying outdated UX, booking tickets for all the major cinema chains is up there with pagination, full-page takeover ads and reading our old non-responsive site on a mobile.
I looked at the major players Odeon, Vue and Cineworld earlier in the year and each provided a frustrating experience, full of unnecessary distractions and barriers to purchase.
In which we take a look at the experience of using John Lewis from a customer point of view.
Meaning this won’t be a robust test of the ecommerce site’s search functionality, or the quality of its mega-navs, or the persuasiveness of its homepage.
Instead this will involve searching for an item on Google, clicking on the most attractive result, testing the relevancy and helpfulness of its landing page and seeing how quick and easy it is to make a purchase. The customer journey in a nutshell.
The wait is over.
As a returning visitor to Econsultancy, you’ll notice that things are a little different around here.
So what have we been working on? Here’s a whistle-stop tour of the key drivers for what you can experience on the new site.
The consumer voice has never been stronger.
The internet has created a massive increase in the volume of customer feedback data.
Social media, product reviews, customer ratings, online surveys, net promoter score… all these communication channels mean that companies are increasingly having to make their businesses customer-centric.
Adrienne Liebenberg is global B2B marketing director for BP Castrol.
She spoke at the Festival of Marketing about how the company has moved away from traditional comms and PR and into thought leadership and a focus on how the customer interacts with the brand.
With 1.5m unique visitors and 30m page impressions a month Ann Summers’ multichannel strategy is a very effective one.
In fact Ann Summers commands and impressive 98% brand recognition. This is in no doubt helped by the fact that it’s the only erotic retailer to have a major high street presence.
75p of every erotic retailer pound is spent with Ann Summers. The brand has also recently introduced international access through its eBay store and has implemented click and collect with 1,754 orders taken in the first day.
To further bolster its online success Anne Summers wanted to improve the way it personalised the experience for its customers, by adopting a more data driven strategy.
Lets take a look at some of the highlights from a talk given by Ann Summers’ head of ecommerce Matthew Gratze at our two day Festival of Marketing event.