Posts tagged with Customer Journey

brompton prototype

How Brompton Bicycles is overcoming purchase friction using content and social

Brompton Bicycles makes for a terrific brand case study because, until recently, the company has done almost zero brand management.

The heritage of the firm is very much about British manufacturing expertise, with the marketing and selling of the bikes left to partner retailers.

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How to score more leads with the B2B messaging equation

Business-to-business (B2B) marketers often face a dilemma. They are aware that digital marketing can be more cost-effective than traditional marketing, but at the same time they need to deliver leads and so typically have little opportunity for experimenting with digital.

To help those in this situation, Econsultancy recently held a Digital Intelligence Briefing in Singapore featuring B2B marketing specialist Anol Bhattacharya. Bhattacharya related his vast experience in generating leads online for some of the world's largest B2B enterprises.

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How hotels are upping the fight against online travel agencies

For years, hotels and online travel agencies (OTAs) have maintained a frenemy relationship. 

But now, as bookings through OTAs have surpassed direct bookings for the first time ever, a number of major hotel brands are more aggressively battling the middlemen who generate billions of dollars in revenue for them but eat their margins and commoditize their brands.

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Reorienting to the customer journey: Three lessons from successful brands

There’s a lot we don’t know about customer behavior and motivation.

Even though there has never been more information about what they’re thinking and doing, marketing is challenged by a buying process that jumps back and forth between the online and offline spheres and often involves multiple devices.

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Why can't marketers understand the customer journey?

'Why?' questions are always difficult to answer, but the current state of customer experience is puzzling.

Almost every survey of marketers indicates that improving the customer experience is at the top of the priorities list, yet marketers often lament at their inability to make the changes necessary to do so.

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The five key steps towards understanding the customer journey (and where most marketers are stuck)

Econsultancy recently surveyed nearly 1,000 marketing professionals about the progress they have made in understanding the customer journey.  

In the resulting report, we found that there are five main steps toward doing so and nearly half of the marketers are stuck at one key stage.

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customer journey chart

Understanding the customer journey: 70% of APAC marketers admit little channel integration

Joining up marketing channels is not a new concept - Econsultancy used to run an event called JUMP based on exactly this theme (first held back in 2012).

The idea of providing a consistent and connected customer experience across marketing touchpoints has been mainstream for at least five years.

However, recent research from Econsultancy shows that 70% of marketers in Asia Pacific have either little management across touchpoints or completely siloed delivery.

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Three key marketing skills for 2017

Nowadays, marketers need to know so many systems, platforms, formats, and channels that it can be tough to keep up. 

As we can't be researching everything all the time, it is important to 'park' some skills while training up on others. As an example, a marketing team may decide to hold steady with their AdWords strategy while spending time and effort on improving how they approach social media.

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Seven tips for boosting ecommerce performance

By all measures, ecommerce is on the rise globally.

In the US, Adobe Digital Insights reported that Black Friday generated $3.3bn in online sales, a 17% year-on-year increase.

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Four things to consider before marketing on a new digital channel

Marketers face the challenge of a constantly changing media landscape.

According to a recent study by McKinsey & Company the number of digital touchpoints is increasing by 20% annually and consumer activity is shifting rapidly to these new digital channels.

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Customer Experience in Manila: Joining up online & offline data

Dozens of client-side marketers attended a recent Econsultancy roundtable discussion in Manila about Customer Experience.  

In this post I'll summarise the talking points from the discussions around joining up online and offline data.

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topman

Topman vs. Next: who has the best purchase journey UX?

Why am I comparing two well-known fashion retailers and their ecommerce sites?

Well, though many conventions of web design are well-established, it still surprises me how different ecommerce sites can be, even in the nuts and bolts of basket and checkout.

So, I thought I'd look at two quite different fashion retailers, and see how they match up.

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