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Posts tagged with Customer Experience

national trust

Eight reasons the new National Trust website is funkier than yours

"Oh, he lives in a house, a very big house in the country."

Join me in song as I celebrate one of the most beloved institutions in the UK and the launch of its new website.

Yes, it's the National Trust for Places of Historic Interest or Natural Beauty, or simply National Trust for short.

19 comments

Three steps to improve digital customer experience (CX) [APAC Case Studies]

Previously, we discussed what Customer Experience (CX) means at a high level and concluded that modelling the customer journey into distinct phases is key.

But how does improving CX work in practice? What practical steps can marketers take to improve their brands' CX?

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So what exactly does Customer Experience (CX) mean?

Customer experience (CX) is one of the leading ways that marketers seek to differentiate their brands these days. But what is CX?

Here, we answer that question and back it up with research that may surprise you.

6 comments

How brands can become more customer-centric, and why it matters

We’re very excited about our Festival of Marketing kicking off tomorrow, and in anticipation of the event I caught up with one of the speakers on the day, Suki Thompson, CEO and Co-Founder of marketing consultancy The Oystercatchers.

Suki and I discussed the idea of customer-centricity: how brands can create a better customer focus through their actions and technology and which companies are currently doing it best. 

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lush logo

Why Lush is the undisputed master of 'B-commerce'

Cards on the table, B-commerce (branded ecommerce) is a completely made up term and you have every right to scold me for coining it.

What I intend to point out with this clickbait headline (but thorough article) is just how distinctive the Lush website is, both when it comes to editorial and 'messaging', and the nuts and bolts of ecommerce.

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The four pillars of marketing: How ANZ Bank goes big in digital

ANZ Bank appointed a new head of marketing for Australia last year and she has implemented a 'four pillar' digital strategy.  

1 comment
Avoid 3rd party jams

Don't let site tags turn Black Friday into Blue Monday

It’s Black Friday, and you’re quietly confident. You’ve planned your marketing campaign in meticulous detail.

You’re expecting a lot of extra website traffic, but you’ve taken steps to make sure you can deal with it.

0 comments
now tv banner

Cancelling a subscription: how brands should seize the moment online

Sky TV might be getting a lot of bad press for its kafkaesque cancellation process, but its online service, Now TV, is demonstrating best practice.

We covered the UX of subscription cancellation back in 2013, but I thought I'd post an update here, showing you Now TV's simple but resourceful cancellation process.

It's at the point of cancellation that a customer is potentially most frustrated. The challenge is to ease them to the exit whilst offering them compelling reasons to stay.

3 comments

The future of multichannel marketing in APAC

According to a recent study by Econsultancy, it seems that APAC is significantly behind North America in deploying multichannel marketing.  

In this post we'll look at some examples from the cutting edge which tell us where things are going.

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shop

What's next for customer experience in retail stores?

No wonder customer experience is such a hot topic - we all shop and we all know when we don't like a store.

But customer experience in retail can be a catwalk for the emperor's new clothes.

Remember how many people talked about the ability to use social media on an interactive terminal in store? To perhaps 'Like' a product or upload some ropey augmented reality selfie to Twitter?

3 comments

Lessons from William Hill: Adapting to modern customers in a traditional industry

The evolution of the gambling industry has always been intrinsically linked to the diversification of its channels.

From the racecourse, to telephone betting, retail shops, online and now mobile, industry players have faced the need to adapt each time a new channel has presented itself.

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Why personalisation is the key to gaining customer loyalty

Consumers are connecting with brands via multiple channels, which means retailers must do more to drive customer loyalty.

Marketing teams need to harness actionable insights from the multiple data channels available to them to create engaging and relevant conversations with the customers.

3 comments