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Posts tagged with Omnichannel

The importance of multiple touchpoints for consumers during purchase: stats

It's another month and therefore another fresh update to our massive Internet Statistics Compendium. 

As usual, we’ve scoured the length and breadth of the internet for the choicest stats and trends from across the digital landscape.

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Three ways to improve profit margins with multichannel retail

As an idea, multichannel retail has gained plenty of traction in the online retail space.

It’s a catchy phrase, fits 21st century ideas, and allows retailers to seamlessly interact with their consumers. 

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Do companies choose their customer service channels anymore?

Following a horrific train derailment, American rail operator Amtrak has come under fire for its handling of the communications related to the tragedy.

Among them, the organization was too slow to provide information and respond to inquiries.

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mobile devices

What is the state of mobile advertising today?

Econsultancy has published a new report aimed at providing insight into the relatively new world of mobile advertising.

In this context, it seems appropriate to ask more generally, "what is the state of mobile today?"

So, for this post I've gleaned Chris O'Hara's views (the report author) on the state of mobile and why the time is so ripe for an explosion in mobile advertising (which over the past four years has seen an annual growth rate of 123%).

From omnichannel realities to the difficulty in audience tracking, here is the state of mobile today...

The report, The New Mobile Display Ecosystem, is available now.

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Delivering a sweeter customer experience

Whether you planned a romantic evening out or ordered your sweetheart's gift last minute, it's clear that Valentine's Day this year went digital.

NRF reported that more than 26% of consumers planned to shop online for their loved ones.

In fact, online shopping showed significant growth during the week before Valentine's Day this year compared to last year, particularly with department stores where online sales grew 34%.

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'i took my business omnichannel, we lost everything' grumpy cat meme

Omnichannel customer service [stats and infographics]

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.

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Evans Cycles on the key drivers for multichannel shopping

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...

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econsultancy jump

Why omnichannel retailing is essential to Game's future growth

The Game Group was one of several high profile retailers that ran into financial difficulties in the past few years, eventually entering administration back in March 2012.

However under new ownership as Game Retail Ltd and with a renewed focus on omnichannel retailing the company expected to make £20m profit in the year ending July 31 2013.

To find out more about the business’ omnichannel strategy and plans for future growth I spoke to insight and reward director Fred Prego, who will also be speaking at Econsultancy’s JUMP event on October 9.

JUMP is all about creating seamless multichannel customer experiences. Now in its fourth year, the event will be attended by more than 1,200 senior client-side marketers. This year it forms part of our week-long Festival of Marketing extravaganza.

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glue bottle

Is the RFP broken? Part two

The question of whether the ecommerce RFP is fit for purpose raised its head again recently.

I’ve received a few since the last post and have come to the conclusion that they have all entirely missed a rather large point, to paraphrase the intro from my first post.

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Volvo Trucks

Five outstanding media and entertainment campaigns to inspire your multichannel marketing

If all businesses are becoming publishers, then media companies should be ideally placed to lead the content marketing revolution, and judging by these Media and Entertainment entries from The Digitals, they aren't going to disappoint. 

Here's five great examples from our shortlist to help fuel your multichannel imagination...

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Six outstanding automotive marketing campaigns to get your creative motor running

What makes a campaign stand out?

We’re ‘gearing up’ for The Digitals on June 27th, so we thought we’d take a closer look at some inspiring examples that really caught our eye, starting with our Automotive category so expect speed, dangerous curves and terrible car-based puns aplenty…

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Four ways to improve the customer experience with IT and marketing collaboration

The rise of smartphones and tablets has ushered in a huge shift in how consumers engage with brands.

These changes have fundamentally altered the path to purchase, which used to be a linear process, into a much broader mix of browsing and discovery, with social recommendations and easier access to information driving the online buying process. 

Most notably, this shift is changing the way IT and Marketing, two divisions that have often worked in silos, must operate in response.

Underscoring the importance of these changes, Gartner recently reported that future ecommerce success depends on improving the customer experience, with top CIOs now ranking it as the largest opportunity to implement technology in driving business innovation.

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