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Posts in Customer Experience

How travel brands are capturing millennial interest on mobile

There’s nothing quite like a bit of holiday research to get you through a rainy day.

Now, according to new stats from Signal, more of us than ever are using our smartphones to do it.


How fashion and travel are leading the way in m-commerce

It seems that barely a week goes by without fresh evidence of the unstoppable rise of the smartphone.

Just last month, two new reports highlighted just how much of a focal point our phones have become in all our lives. 


A day in the life of... the Managing Director at Cure & Simple

Cure & Simple is a subscription-based service for bacon enthusiasts. 

It doesn't just deliver any old bacon of course – but ethically sourced, cured and flavoured with ingredients like bourbon and pancetta.


The five fundamentals of data-driven marketing

Data-driven marketing is super popular right now.

Topics that stem from it - like personalization, performance optimization and customer experience - dominate blogs and research.


Traffic to hotel websites is declining: How should they respond?

There is little doubt that residential rental sites such as Airbnb, VRBO and HomeAway are disrupting the multi-billion dollar hotel business.

There is still significant debate about the long-term impact of that disruption but if a new study conducted by Hitwise, a division of Connexity, is any indication, these sites are complicating hotels' online efforts.


MailShop: A review of The Daily Mail's revamped ecommerce site

Mail Newspapers has recently relaunched its ecommerce site, expanding its product offering for greater relevancy and choice for consumers.

If this is news to you, don’t worry, I wasn’t aware the publisher had ventured into the world of online shopping either.


Three brands succeeding in connecting online and offline experiences

It's still sometimes difficult to think of brands that have managed to seamlessly join online and offline experiences.

In this post we look at three such brands doing just that.


Airbnb: How its customer experience is revolutionising the travel industry

Airbnb started in 2008 and got its name when its three founders rented out air mattresses on the floor of their San Francisco apartment during a conference.  

Since then, the company has come a long way.

It’s been disrupting the travel industry by understanding, and moving with, shifts in consumer behaviour.


The KitKat Chocolatory: Is Nestle's London pop-up store any good?

I recently paid a visit to Nestle’s KitKat Chocolatory in London’s Westfield.

A pop-up store allowing visitors to ‘create their own break’, it is open for five weeks up until November 8th. 

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CRO: Four key factors for increasing conversion rates

Our Conversion Rate Optimization Report, in association with RedEye, explores the tactics and processes companies are using to help improve conversions.

With 55% now seeing conversion rate optimization as crucial to overall strategy, it is undoubtedly an integral part of digital and ecommerce success.

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Danone: Why social media should drive digital transformation

With 900m customers and a yearly turnover of 21bn euros, it’s easy to think of Danone as just another giant corporation.

However, with its core values dedicated to helping mums and children during the most vital time in their lives, it has a resolutely customer-centric approach.


BHS is now pureplay ecommerce: Will loyal customers move online?

I can’t say I was surprised when British Home Stores went into administration earlier this year.

It was a high street staple, yet a lack of innovation meant it was never going to compete with digitally-focused competitors like Debenhams and House of Fraser.