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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.
A recent Econsultancy survey asked marketers what they felt was the most exciting opportunity in digital.
How did multichannel marketing fare in APAC?
Starbucks has just unveiled its latest weapon in the battle for market share in the UK’s highly competitive coffee shop scene.
The Reserve bar is intended to be a cut above the usual outlets that crowd London’s streets, with a strong emphasis on offering a superior and relaxed experience for coffee connoisseurs.
Customer experience is a popular topic in digital because it's a term that distills down every marketing channel and customer interaction into one simple concept.
That's the beauty of a great customer experience; creating simple solutions for complex problems. (For more of that, join me at #FoM15).
Sure, we're all talking about VR, but which brands are already using it?
Here are three examples of early adopters, from publishing, travel and fashion.
And for more on VR, see A Marketer's Guide to Virtual Reality.
In June 2015 the ONS reported that average store prices in the UK fell by almost 3% YoY.
This was the 12th successive month of deflation in the retail sector.
Alongside deflation, quarterly measures of retail activity have been growing for four years.
It’s rare that I complain to a company via social, but when I do, like many people, I expect a quick and effective response.
We’re so used to immediacy through social media that it’s very easy for brands to trip up and fail to meet customer expectations.
Dealing with customer service queries and complaints is a challenge for many brands, calling into question response times, how many staff hours should be dedicated to social, what the company tone will be, and how to answer within a 140 character limit.
GIF and video backgrounds are spreading.
Focus on enjoyable customer experiences has led many to create focused, unfussy websites that provide clear messages and unforgettable images.
Open source platforms and social media have played a large part in perpetuating this trend. The rise of the smartphone means we're more comfortable with scrolling experiences, so content can be dispersed down the page.
Car manufacturer websites, particularly luxury cars, used to be a bit of a bugbear of mine.
The industry was to me a perfect case of how copycat web builds that ignore best practice result in a frustrating mix of dark, flash-ridden websites with a lack of content.
Land Rover bucks the trend. Here are four reasons why.
Starbucks Order and Pay has launched in London, England.
It's essentially click and collect for a rapidly cooling beverage - a frightening prospect, I'm sure you'll agree.
Whilst we know the Starbucks app is good, a pioneer in mobile payment and loyalty, I thought I'd better expense a couple of coffees and try out this new Order and Pay feature. So, is it any good?
HSBC has recently begun shifting its commercial focus back to the customer, returning to its original 150 year old purpose.
A major consideration for any customer-facing business is how to use technology to create meaningful and positive customer experiences.
How can a brand use the data it has captured to help build memorable and personal relationships at every stage of the customer journey?