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The past year has been tough for Chipotle Mexican Grill.
After multi-state E. coli outbreaks infected dozens of customers, the high-flying American fast food chain fell back to earth and has been struggling to heal its brand and encourage consumers to stay loyal.
Artificial Intelligence has been prominent in tech news recently, and was a hot topic at SXSW.
The technology has massive potential for use in customer communication, yet will it ever be able to completely replace the need for a human element?
Remember all those 'data is the new oil' articles?
Well, to continue the tawdry analogy, is that oil burning with a clean flame?
Are companies using data to improve services for customers, or is it merely about advertising to them? And how will data brokerage and sharing need to change in the coming years?
The cookie law. Wasn’t that a car crash?
Ugly banners stuck on top of beautiful designs, obscuring functionality and doing nothing for anybody except forcing a pointless click to get it out the way and get busy living.
Whose fault was that?
Can't find a good .com domain for your company?
Thanks to new top-level domains, there is more opportunity than ever to find a catchy, highly-brandable domain name that's still available for registration.
But is using a new top-level domain instead of a .com domain a good idea?
In many markets, competition is fierce and customer loyalty seems harder and harder to develop.
One of the reasons: consumers are increasingly a sceptical lot.
Anyone who has ever watched Spider-Man will know that with great power comes great responsibility.
Digital technology has given marketers access to an unfathomable amount of customer data, however it should be used in a responsible manner for risk of destroying consumer trust.
This is particularly important in our world of freemium products that rely on a value exchange of digital services in return for access to personal data.
A new Econsultancy/Acxiom report investigates consumer attitudes towards sharing their data with companies, revealing that opinion is split on whether brands can be trusted.
Only 6% of respondents in the Delivering Value in the Data Exchange Survey indicated that they had ‘a great deal of trust’ in companies to whom they provided data.
Why do people trust - or distrust - a website? What is it about the content, the design choices, or the usability of a website that makes it seem untrustworthy?
Last month I spotted this great thread on reddit, where people explained what makes them trust / distrust company websites. I thought I’d extract some of the suggestions, and a few quotes, and I’ve added a bunch of my own.
The usual caveats apply: all rules are there to be broken, and our own website needs to be improved.
No doubt there are a lot of other reasons, so by all means leave a comment below if I've missed something.
We are all sharing more data than ever before with other organisations in our emerging Big Data Society. Sharing lets us use our resources much more precisely and produce completely new services.
But misusing customer data risks destroying customer trust. Still, we all need that missing piece of the Big Data puzzle, so we all need to share more.
Third party trust logos are used on most ecommerce sites, with the intention of reassuring potential customers that they can shop safely with the retailer in question.
There are a lot to choose from, and a recent Baynard has looked into which logos are most trusted by US shoppers.
In this post, I'll take a look at the test and the results, as well as whether we need trustmarks on ecommerce sites at all...
The role customer reviews are playing on the conversion landscape is increasing significantly, with more shoppers looking to friends and peers for guidance on purchasing decisions.
However, reviews are just one factor, and there are other ways to reassure your customers that they are safe when shopping with you.
If a marketer mistakenly believes that its Facebook Page is a form of owned media, don't point the finger at Facebook. The company has reminded companies that their Facebook Pages and fans really belong to Facebook.
But marketers that still refuse to understand that their Facebook Pages don't belong to them, or don't want to think about the implications of this fact, are in for a rude awakening as Facebook weaves an increasingly tangled web with its efforts to turn marketer activity on its social network into cold hard cash.