Posts in Customer Experience

17 stats that show why CX is so important

Customer experience (CX) has been a hot topic for a number of years now, with global brands like Airbnb and Apple setting the standard (and expectations) for what customer experience should look like.

As a result, CX - or ‘how customers perceive their interactions with your company’, as Forrester defines it – has become a primary focus for businesses. 

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Four ways hotels and accommodation sites can increase direct bookings

A new study from Barclays Corporate Banking has found that 37% of British holidaymakers plan to book their stays directly through hotel websites or self-accomodation providers this year compared to 17% in 2007 and 30% five years ago.

This contrasts with international travellers who apparently prefer to use travel agents, with just 17% booking direct with their accommodation provider.

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The evolving relationship between brand marketers and agencies [New research]

Brands no longer turn to agencies solely for creative content or campaign management. 

Now, the importance of technology, data, and CX means that demands are growing – and client-agency relationships are changing.

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What is utility marketing and why is it important?

While marketing was once about making a big impression, the focus is now more towards creating value. 

Instead of flashy ad campaigns, brands are intent on creating functional, useful, and relevant tools to meet the needs of consumers.

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10 dazzling digital marketing stats from this week

Let’s sink our teeth into some juicy stats, shall we?

This week’s roundup includes news about GDPR, emojis, online search, and lots about Amazon Prime Day. You can also download the Internet Statistics Compendium for more.

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Three reasons to admire Glossier: The best online beauty brand you've never heard of

Little-known internationally, Glossier is becoming quite the cult favourite in the US.

A relatively late entrant into the crowded beauty sector, its rise has been meteoric – last August a Buzzfeed article revealed projected growth of 600% in 2016, with up to 30,000 people on product wait-lists.

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Why Adidas is moving into utility marketing with All Day fitness app

Whether you’re into yoga or weight training – there’s bound to be an app suited to your athletic pursuit of choice. The market has been flooded over the past few years, with more than half of all smartphone users reported to have downloaded a fitness app of some kind. 

Like most sports brands, Adidas has been present in the app market for a while, capitalising on the opportunity to target consumers and build brand loyalty. 

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Eight inspiring examples of shoppable digital content

Basket abandonment is a perpetual challenge for online retailers, with an average of 72% of customers said to leave behind their order instead of buying online.

From delivery demands to the trend for dual screening, online shoppers are more distracted than ever before, and far less likely to display brand loyalty.

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uGrow

The tech & CX challenge: Playing safe doesn't cut it any more

Over the last 10 years, businesses have changed dramatically. Gone are the days when companies decided who they communicated to, when they communicated and where they communicated.

Customers now want to do things in whatever way is easiest for them, and with this type of expectation growing, businesses are no longer calling the shots when it comes to customer wants and needs.

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Six consumer brands with picture-perfect Pinterest strategies

While Instagram and Facebook might be the first port of call for brands on social media, Pinterest is certainly one platform to watch.

Last month Pinterest was valued at $12.3bn, and it’s predicted to generate more than $500m in revenue by the end of this year. This is mainly thanks to the platform's growing potential for advertising, with new visual discovery tools and shoppable content driving interest. In turn, many brands are also starting to take the platform more seriously.

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10 superior digital marketing stats from this week

Ready for your weekly dose of stats?

This week’s diverse roundup includes news about start-up success, cyber-attacks, TV sponsorship, and lots more. You’ll also find tonnes more facts and figures in the Internet Statistics Compendium.

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Why fintech disruption isn't just about the technology

In the past few years, fintech startups have disrupted the financial services industry and forced entrenched players, some that have been around for a 100+ years, to scramble.

But just what is fintech and why is it having such a big impact on one of the most lucrative markets in the world? 

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