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It is a truly exciting time for retailers as they seek to capitalise on the massive changes in consumer behaviour driven by digital technology and mobile devices.
Consumers are demanding more flexibility, an improved experience, better service and more channels to engage with more frequently.
All of this while demanding everything quicker and cheaper at the same time.
Industries ranging from theme parks to sports venues are amplifying the customer experience by diving deeper into data and mining insights that are timely and add value.
Delivering a breakthrough customer experience requires close collaboration between marketing and technology.
A truly collaborative experience depends on employees throughout the organisation reaching across the aisle and participating in delighting the customers.
Customer experience has been a top priority for marketers over the last 12 months.
The average consumer has become increasingly digitally-savvy and expects more than ever from brands online.
This has led to new roles and teams being developed that are devoted to managing and optimising the customer experience (CX).
Companies are collecting more data than ever about how their users interact with their websites, and thanks to sophisticated yet easy-to-use tools, techniques like A/B testing are accessible to even the smallest of businesses.
But when it comes to creating great user experiences, are companies being blinded by data?
Every so often I like to take a look at a website that I wouldn’t normally visit, from an industry we haven’t covered that much and put it through the customer journey test.
This week it’s the turn of Pandora, an international jewellery manufacturer founded in 1982, that entered the world of ecommerce in 2011.
Similar to previous posts on Ikea and Apple, I’m going to take a look at the convenience and experience of the shopping and checkout process from the point of view of a regular visitor visiting from search.
Direct Line redesigned its website last year, putting a larger focus on the rapidly growing number of mobile users wishing to access traditionally difficult to obtain information.
Just a few years ago the idea of obtaining a home or car insurance quote on the mobile web seemed at best a pipe-dream, at worst a massive hassle not worth attempting.
Customer experience has emerged as a key priority for many organisations over the last few years.
33% of financial service industry (FSI) respondents say that customer experience represents the single best opportunity for their company to deliver on their priorities for 2015. A percentage that is significantly higher than the average percentage across all sectors (22%).
All marketers know that managing and optimising the customer journey is important, but who is in charge of it at your organisation?
Does anyone own the customer journey? And if not, who should take responsibility?
Brad Rencher is the senior vice president and general manager of digital marketing at Adobe and yesterday Rencher delivered the keynote speech at Adobe Summit EMEA 2015.
Through display advertising’s history of consistently delivering irrelevant content and its design never aligning to its surroundings, consumers have nurtured a scanning reflex called ‘banner blindness’.
This isn't a new condition, ‘banner blindness’ has been around for a very long time.
When competitors with better prices are just a click away, customer experience (CX) is a key differentiator for brands.
Brands appreciate the need for great CX but, according to a new report by Econsultancy, the gap between this and the customer view is considerable.
The Consumer Conversation report, produced by Econsultancy in partnership with IBM, highlights the gap between marketers' intentions and their customers' satisfaction.
Here are a few highlights from the report...