Posts tagged with Customer

Do retailers really need a customer loyalty program?

Are there alternative ways of generating customer loyalty other than cards or points to keep your customers engaged and coming back for more?

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Research: online banking is winning at customer experience

As part of the Econsultancy / Foviance Multichannel Customer Experience Report, some 1,000 consumers were surveyed about their experiences when dealing with the banking industry.

Overall, it appears that when engaging with banking services, consumers have a far better experience using personal computers than any other touchpoint.

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Multichannel customer experience: how mature is your organisation?

'Mature' companies have overcome technical and data challenges in their quest to deliver a compelling multichannel customer experience, while less mature organisations are neglecting customer service and staff empowerment while they struggle to catch up, according to new research published by Econsultancy and Foviance today.

The second annual Multichannel Customer Experience Report shows the extent to which organisations are committed to delivering an integrated experience in a world where the customer journey is becoming increasingly complex due to evolving technology and the proliferation of devices. The study, based on a survey of more than 650 companies and agencies, looks at what the most successful multichannel companies are doing differently to those who are struggling.

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Q&A: Kevin Cochrane of Adobe on customer experience management

Kevin CochraneAdobe launched its Digital Enterprise Platform last week as part of its goal of providing companies with a full suite of customer experience management (CEM) products in a multichannel age. 

We have interviewed Kevin Cochrane, Adobe’s vice president of enterprise marketing, who talks about the increased focus on customer experience across a range of business sectors and explains why technology is only part of the equation.  

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Understanding user experience within customer centricity

This article is the first in a series of extracts taken from Econsultancy's new Internet Marketing Strategy Briefing. The free-to-download report covers the most important online trends in digital marketing that we are witnessing.

This extract, written by Econsultancy's Research Director, Linus Gregoriadis, will focus on the user experience aspect of customer centricity, although other topics covered within the document include channel diversification, data, social media and content strategy.  

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Poor online experience costing business billions

Reducing Customer StruggleCompanies are losing out on billions of dollars and pounds in revenue due to a poor online experience, according to research published today by Econsultancy and Tealeaf. A global survey of more than 500 businesses for the Reducing Customer Struggle report found that companies able to quantify site abandonment estimate they are losing the equivalent of 24% of their annual online revenue due to a bad website experience. 

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