Customer experience is all. This is the mantra being used for digital transformation roadmaps and the theme for this year’s digital marketing trends.
One brand that understands customer experience is Nespresso.
Here’s a rundown of exactly how the coffee-meets-tech brand provides great CX for its aspirational customers.
Kick back, allow me to bring you some creamy opinion in a glass cup.
Is achieving integration of print and digital publishing the pursuit of the Holy Grail? Well, it certainly sounds nice listening to a publisher talk about burgeoning digital revenues in multiple channels, alongside beautiful print products.
Verdens Gang is a Norwegian newspaper with a daily circulation of more than 200,000, in a population of 5m. Across print and digital, 1.8m people use VG daily.
At Digital Media Strategies 2014, editor-in-chief and CEO of VG Torry Pedersen gave the lowdown on how they integrated print and digital effectively, along with how they monetised smartphone and tablet content.
Culture is the key, as is so often the case in disrupted industries where big brands have to adapt and are competing with pure-plays that have started on the right foot.
Torry used the analogy of Haile Gebreselassie vs. Usain Bolt to describe print and digital. They both run but they run in very different ways and they shouldn’t have the same training regimen. The same can be said of magazine-style high quality print products compared with the fast-moving multimedia world of online news. The two teams can’t necessarily work together.
That’s why from 2000 until 2011, everything at VG was separate for print and online, from ads to editorial. In 2011 the two were joined back together once again.
The same thing happened with mobile and desktop, the two had separate ad sales and technical teams from 2010 until 2014 (though the same content team). Now ad sales and techies across desktop and mobile are integrated.
So what are the challenges that VG has overcome and how is it moving forward?
While location based marketing is not a new strategy, iBeacon, Apple’s recently introduced Bluetooth LE-based technology that extends location-based services in iOS, offers exciting new opportunities to engage consumers in retail stores and other destinations.
iBeacon uses Bluetooth 4.0 to pick up signals from Bluetooth-enabled phones. With an advanced API software and transmitter hardware that reaches up to 150 feet, the technology allows businesses to precisely estimate a phone-owner’s location, and exchange data and information.
iBeacons are so efficient that even the largest of stores would only need handful of beacons per floor to enable a high degree of positioning accuracy.
I’ve written two posts already about Marks & Spencer's new website. It’s not a love-in, in fact both posts have generated some good debate.
Should it be so editorially led? Could the navigation be slicker? Should there be a guest checkout? Despite these issues, I’m a fan of the new look and aside from the intricacies, the new site is about finally aligning the brand's image with top quality high street fashion.
But it’s about more than just a new website, M&S is investing across the multichannel customer journey, in the knowledge that a multichannel customer can be worth four times as much as one that only shops either on- or offline.
Here are 11 ways Marks & Spencer is enriching its multichannel business, aside from its new desktop and mobile sites and revamped apps.
How is the world’s shopping capital using mobile and digital experiences to engage customers in-store?
I’ve previously written about window displays on Regent Street, but that was a scanty survey. Eccomplished has released some more in-depth research into select stores on Oxford Street and Regent Street in London.
Factors such as signage, interactive media, WiFi, mobile interaction and store layout were surveyed in 40 leading retail outlets by a team of researchers.
Shoppers were also canvassed with the aim of ascertaining whether or not digital in-store offers brands the opportunity to stand out. So, how well are stores implementing technology and is there a gap between best practice and reality?
On January 10, the British Retail Consortium released official figures reporting a 19.2% year on year growth in online purchases between December 2012 and 2013.
Online trading in general represented 18.6% of total non-food sales for the final month of 2013, a substantial increase from 16.5% a year earlier.
During busy shopping periods, British consumers have embraced the opportunity to purchase online, having enjoyed Black Friday sales just as much as their US counterparts and effectively created a buzz around Cyber Monday- where unprecedented consumer and sales figures made it the busiest online shopping day of the season.
Figures from eBay showed that mobile visits increased nearly 116% on Cyber Monday, with mobile orders increasing by almost 98% over the Thanksgiving weekend.
From analysing our own data management platform, we have found that since September 2013, 30% of online traffic now originates from mobiles.
In 2013, 83% of retailers gave customers a choice of home delivery options, though less than half (47%) of retailers offered three or more services.
Micros has released its 2014 Multichannel Retail Delivery Report, in which 239 retail websites were tested for their delivery flexibility, customer service and delivery performance.
Here we’ll be taking a specific look at the range of delivery options available from retail websites and how they compare year-on-year.
2013 will be the biggest online Christmas shopping year in history, many expecting the £10bn mark to be passed.
With the opportunity inherent, companies face challenges, from shipping to staffing.
But during and after the sales are made, customer service becomes one of the main headaches for companies. If an omnichannel strategy is missing, cue disappointed and increasingly vocal customers.
The customer service expectations of consumers in the UK and beyond has been revealed by Zendesk in a study polling 7,000 people in seven countries. The participants were aged 18-64, with 1,000 surveyed in each of the U.K, U.S., Australia, Brazil, France, Germany and Japan.
The data suggest that British customers demand the highest-levels of customer service in Europe. The data also reveal much about preferred communication channels and what good customer service can do for a brand.
The marketing potential of Advanced Attribution is huge, and many companies struggle to devise a strategy that’s suitable for them.
Everyone is talking about it, yet marketers find themselves confused, stuck, overwhelmed by the many options, model types, and data sets.
Although adoption is gaining momentum, with brands allocating more resources and budget to attribution modeling, only 26% of companies use advanced attribution that goes beyond last-click according to an Econsultancy Quarterly Digital Intelligence Briefing.
This is truly alarming, considering that companies spend sums of up to and more than £5m annually to drive customer acquisition in online marketing alone. This is huge investment that is not necessarily ROI proven.
So, how can you use the platform to turn data into insight and action?
Here are three ways marketers can approach it, without becoming stuck.
Will Lockie is Multichannel Head at Evans Cycles, responsible for helping a 90 year old retail brand bridge the gap between online and offline.
He'll be presenting at our JUMP event on October 9, on the subject of identifyng drivers for multichannel shopping behaviour to improve multichannel experience.
Here, Will talks about the company's approach to multichannel retail, the value of a physical presence, click and collect, using QR codes and more...