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Posts tagged with Customer Experience

What is online reputation management and should you use it?

“You’re getting a bad rep, young man. Smoking in the toilets. Bunking off early. Listening to rock and roll music. What are you rebelling against?”

“What have you got?” you reply as you kick-start your motorcycle and zoom off to an early death, leaving a trail of dust and alienated friends behind you.

You think you’re so cool, and you probably are, however your brand isn’t in the business of selling cool... Unless of course your business happens to sell air conditioning units or Ray Bans... Unfortunately your business sells bespoke handcrafted scratching posts for kittens, so that argument is moot.

You’re giving the wrong impression. 

And by ‘wrong’ I mean one that you didn’t want to give when you started out and continues to develop.

Reputation management is about creating a perception of your brand, one that you’re happy to cultivate and present to the general public and one that falls in line with your own goals.

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How marketers can use emotional appeal in a cynical multichannel world

Back in the pre-digital era, marketing was so much more straightforward. 

You needed great creative for a memorable TV ad, but then it was a case of buying time on the one or two commercial terrestrial channels and maybe of reiterating some messaging in direct mail, print and/or outdoor display. Simple. 

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When services become 'living' how will brands survive?

This is an exciting time to be a marketer. In fact, it’s an incredible time to be a part of any business looking to connect with consumers to sell a product.

Why? Because consumers are looking at products and the path to purchase very differently.

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Econsultancy's responsive site redesign: six months on

The effects of Econsultancy's site change are still only just becoming known six months on.

This is what we have learned so far...

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https://econsultancy.com/reports/the-retailers-imperative

Why data integration is vital for marketers trying to achieve a single customer view

Digital marketers have moved from a campaign driven to a more customer centric approach. The resulting customer dialogue has led to a greater need for a single customer view.

However legacy systems have created data silos resulting in the need for more data integration. This has repercussions for how marketers should think about their technology.

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16+ APAC digital marketing stats from July 2015

I’m jumping the gun slightly this month, but as it’s almost the end of July I’m going to go ahead and roundup the best digital marketing stats we’ve seen in the past 30 days or so.

This time it includes the tablet market in Vietnam, Amazon’s investment in India, CX in Australia, Walmart’s ecommerce plans in China, and a whole lot more.

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15 most insightful examples of Econsultancy research in 2015 (so far)

Our blog merely scratches the surface of what Econsultancy has to offer.

If you scroll up and click on the ‘research’ tab you can access a whole world of comprehensive marketing and ecommerce research, providing all the information you will ever to need to help you achieve digital excellence.

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The return of creativity and design

Optimisation leads to incremental gain, while creativity leads to disruption.

In this extract from our Top 100 Digital Agencies Report 2015, I explore how the importance of creativity is being re-evaluated and how marketers are using this to build stronger connections with consumers.

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Three important digital marketing trends in the legal sector

The digitisation of content and communications is certainly something the legal sector has been preparing for.

Our increasingly digital economy has been great for lawyers, with more work becoming available in many different areas, including copyright law, mergers and acquisitions, media and communications, and consumer law.

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Nowhere to hide: new privacy rules demand new thinking in UX design

The cookie law. Wasn’t that a car crash? 

Ugly banners stuck on top of beautiful designs, obscuring functionality and doing nothing for anybody except forcing a pointless click to get it out the way and get busy living.

Whose fault was that? 

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Eight behavioural marketing trends & talking points from Thailand

The final of our four Asia-Pacific behavioural marketing roundtable events took place in Bangkok last week.

Senior-level marketers gathered to discuss the trends and challenges stemming from marketing automation, email and behavioural marketing.

In this post I’ll give an overview of the main topics that emerged from the roundtable conversation, and you can also read other summaries from our events in Malaysia, Singapore and the Philippines.

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Digital Transformation in Financial Services: challenges and opportunities

You don’t need to be a business strategist to realise that digital technology is radically changing the behaviour and expectations of consumers. 

This is particularly the case in the FSI sector where established brands are striving to ensure their services are as seamless as possible for customers and business prospects expecting an increasingly personalised and relevant experience across all channels, including mobile and social engagement.

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