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Posts in Customer Experience

Wells Fargo scandal shows why banks are vulnerable to fintech startups

Wells Fargo, one of the largest and most prominent banks in the world, has been embroiled in a scandal in which thousands of its employees apparently engage in fraud.

The company, which was founded in 1852, has already paid $185m in fines over charges that it opened more than 2m deposit and credit accounts without the permission of its customers.

And investors have knocked more than $20bn in value off Wells Fargo's market capitalization.

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13 UX improvements Nespresso should make to its ecommerce customer journey

Every writer knows that when the well of ideas runs dry, co-opting your own life story is perfectly acceptable.

So, as the new owner of a Nespresso machine, I thought I'd test out the coffee pod subscription ecommerce journey.

Here are some improvements the coffee giant could make.

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Seven ways to supercharge your data-driven marketing

To many, marketing now is all about data.

In our 2016 Quarterly Digital Intelligence Briefing, more than half (53%) of marketers surveyed said 'data-driven marketing' was their top priority this year.

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Over half of consumers now turn to Amazon first for product search

Google might be the most popular search engine in the world, but when consumers are searching for products, they're increasingly turning to Amazon first.

In fact, according to a BloomReach study conducted by Survata, over half of consumers (55%) now go to Amazon first when they're looking for a product, up from 44% in 2015.

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Farfetch’s CMO: Why we’re more than just a shopping platform

Stephanie Horton, CMO of ecommerce platform Farfetch, will be speaking at this year's Festival of Marketing.

Ahead of the event next week, I sat down with her to talk a little about Farfetch's branding strategy and what makes it so unique.

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An in-depth analysis of how Expedia converts visitors into customers: Part one

$5.73bn in revenue. Nearly $400m in profit. And a market cap of over $15bn.

That’s Expedia in a nutshell.

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A day in the life of... Feefo CCO & co-founder

Our ever-popular Day in the Life feature this week catches up with Matt Eames, CCO and co-founder of Feefo, the reviews specialist.

Let's find out what he does with his time..

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Are organizations well-equipped for omnichannel marketing?

Our new Succeeding in the Omnichannel Age report, published in association with Adobe, delves into the ways organizations are stepping up to the challenge of marketing integration.

The results are a mixed bag.

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The customer experience revolution requires advertising with purpose

Whether you are in marketing and advertising or product design and management, it is impossible to avoid the term ‘customer experience’.

The two words litter agency pitches, vendor websites, trade press and conferences and, increasingly, job titles.

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Three things marketers must do to deliver a brilliant omnichannel experience

The omnichannel revolution has begun.

In a 2016 study, Nielsen found that 87% of Australian consumers 'often' or 'sometimes' look at an item online before buying it in a store. 

Recent research by Google backs this up. According to its data, more than two in five (42%) of in-store consumers research online while in stores.

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Four ways to avoid 'creepy' personalisation

Personalisation is one of the hottest topics in marketing; the promise of segmenting customers into 'markets of one' is alluring for any brand.

But the pushback from consumers is almost as strong. That feeling of being 'watched' may be enough for consumers to abandon a website or leave a store.

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Instant messaging: An introduction to the future of communication

At Facebook’s F8 conference earlier this year, Mark Zuckerberg said “(Instant messaging) is going to be the next big platform for helping you connect with all kinds of services in new ways".

When you bear in mind this is a man who spent the best part of $22bn buying WhatsApp, you can be pretty sure he’s going to be right.

But where is instant messaging heading and what does this mean for marketers?

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