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Posts tagged with Customer Experience

Ann Summers and the pursuit of personalisation

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.

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pingit

How to redesign your organisation around excellent customer experience

Clive Grinyer, Customer Experience Director at Barclays, is a man with considerable design chops, with tenures at Samsung and Orange, the Design Council and Central St Martins.

At the Festival of Marketing 2014, Clive gave a lesson in how to approach the customer experience design process, from proposition to research, prototype to feedback.

Here's how you can take a fresh look at customer experience in your organisation.

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ryanair logo

How a new focus on digital and customer experience is boosting Ryanair's profits

For many years Ryanair revelled in its reputation for being a brash, almost antagonistic airline.

However it is currently undergoing a major rebranding exercise as it seeks to refocus on the customer experience and adopt a friendlier image.

At the Festival of Marketing this morning Ryanair CMO Kenny Jacobs gave an outline of what the process had so far entailed and how it had already impacted the business.

Rebranding campaigns of this scale often take place when a business is on its last legs, so Ryanair is somewhat unique in that it is pivoting from a position of power.

As Europe’s largest airline, Ryanair flies more than 1,600 routes to 30 countries. 

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Halfords: the customer journey from search to checkout

Following the relaunch of its ecommerce site at the end of 2013, Halfords online sales have risen 13.7% from the same time last year.

As reported in Internet Retailing last week, Halfords’ online sales represented 12.2% of its total retail sales. Conversion rates have risen by 19% and 92% of online orders were collected in store through its click and collect service.

Impressive figures that certainly position Halfords as a successful multichannel retailer, but what makes the Halfords online experience particularly conducive to improving its revenue?

Recently we’ve featured Halfords in various articles related to ecommerce - social customer service, guest checkouts click and collect - and to be honest this retailer hasn’t come out particularly well.

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adam creation

Six tips for finding influencers and co-creating content

How do you create content that gets heard from within the maelstrom of online media?

Well, consumers are looking for trusted and credible sources of information. Partnering with influencers who already have the ear of a community can be a way to create trusted content and get it shared by the right people.

The latest in the Econsultancy Masters of CX series is called 'Influence the Influencers - The Magic of Co-Created Content', authored by Lee Odden, CEO of TopRank.

Do download the report to read in full, but first I thought I'd pick out my favourite tips.

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mticketing

Mobile ticketing for buses: why generational relevancy matters

Customer experience is about relevancy.

Many providers of services are finding that generational relevancy is a new factor they need to consider and one that likely requires a good deal of investment.

It's not prudent to avoid investment and hope that being a second or third mover will keep your digitally-demanding customers just sweet enough.

The fact is, if you improve the customer experience without even changing the service you provide, customers will be happier. They'll think they're getting more for their money and they are.

I'll give an example. First UK Bus introduced mobile ticketing in spring 2014. There's an mticket app on which tickets can be bought, stored and activated. For those of you not in the regions of the UK, these buses were often cash only (smart cards, similar to London's Oyster, are yet to be rolled out).

Here's why this mticketing works and why more companies should be moving sooner.

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How is Marks and Spencer using in-store tablets for shopping?

Previously on the Econsultancy blog we’ve reviewed the Marks & Spencer multichannel experience after its site redesign.

And while the market is still out on the new website, we think moving towards an improved digital offering is of critical importance to the company's longer term success.

Keeping my eye on the retail landscape, one area that has been spoken about is the use of interactive tablets and displays in-store,  and a recent DigitasLBi survey revealed that 43% of internet-shopping consumers had used multimedia shopping aids of this kind

On my wanderings about Oxford Street, I noticed that M&S had quite a few of these dotted around. I thought I would test it out and see what it was like.

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cx

What do we mean by a 'great customer experience'?

A great customer experience is defined by its relevance and timely availability to the customer.

I've been reading Jay Baer's treaty on the topic (Winning Hearts in Real-Time), the first in a series extravagantly titled 'Masters of CX'.

What sticks out is the importance of mobile. Indeed, Econsultancy's Skills of the Modern Marketer report, compiled from interviews and an online survey, shows respondents to value CX and mobile as the most important broad and hard skills respectively (incidentally, if you fancy assessing your own digital skills, try sitting our Digital Skills Index test).

I thought I'd highlight some of Jay's thoughts on what makes great CX and include a few examples. Let us know what you think.

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volkswagen website

Five simple website features that make Volkswagen stand out

I've written about car manufacturers' websites before and found most to be lacklustre.

They sort of do the job but are confusing and don't look particularly elegant (see the German and Japanese big three). Volkswagen, however, has a great website - I've previously picked out its homepage for its simple messaging.

I thought I'd highlight five more features on Volkswagen's website that other car manufacturers would do well to emulate. Here goes...

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Guest checkout test: which of these 30 UK retailers force users to register?

Forcing users to register their details before they checkout is one of the quickest ways to lower your conversion rate. 

Once a customer is ready to buy something from your store, presenting them with page after page of forms in which they need to fill out the most unnecessary of personal details is a sure fire way to litter your site with abandoned baskets and disgruntled customers.

That’s why guest checkout is a must-have feature for almost every online retail experience.

As I mentioned in my best practice guide to guest checkouts having a guest checkout doesn’t necessarily mean losing out on valuable customer data, it means adopting practices that put the customer experience first. 

Using guest checkout as the default option, then offering to ‘save the customer details’ after purchase can help lower cart abandonment.

Saving customer details implies convenience, it puts customer experience as the primary focus. ‘Registering’ implies future marketing spam.

Also, if your site automatically fills in any details that the customer has already given you, such as name, address and email, all your customer needs to do is choose a password.

Boom! Conversion achieved. Customer satisfaction achieved. Data achieved. Easy.

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german automotive

Automotive online: the German big three at a glance

I've looked at Japanese automotive brands online, now it's time to take on Germany.

I thought I'd take a spin through the UK websites of the German big three automotive companies. What do BMW, Audi and Mercedes' websites handle like for first timers?

Well, they might be known as the big three, but much like the Japanese roundup, there's a clear loser.

For some detail on automotive and social media, check out these posts.

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What is the single customer view and why do you need it?

In which I try to explain a seemingly complicated marketing term in the clearest language possible. 

I ran a rudimentary Google search to see what was out there, and of course the Wikipedia entry is the first result. Now don’t balk at this, in a rare moment for this series of beginner’s guides, I’m going to copy exactly what the Wikipedia page for ‘single customer view’ says…

"A Single Customer View is an aggregated, consistent and holistic representation of the data known by an organisation about its customers."

Uh-huh. Now that’s a little maze of jargon in of itself and being as it also contains the word ‘holistic’ it immediately places itself amongst the very worst buzzwords of the damned.

I’m sure there’s an easier explanation, so let’s make our way through the quagmire.

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