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Posts in Customer Experience

10 staggering digital marketing stats we've seen this week

We’ve got more stats than you can shake a stick at this week. The roundup includes news about chatbots, Brexit, brand perception, supermarket loyalty, and more.

Don’t forget, you can also download the Internet Statistics Compendium for further insight.

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Benefit Cosmetics’ eyebrow loyalty app attracts 20,000 users

Brows are serious business for Benefit Cosmetics. 

Not only does the brand sell 16 different products just for eyebrows alone, but it’s recently created an app to help people keep them in tip-top condition - or ‘on fleek’, if we're using the appropriate terminology.

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Four ways AI is already being applied to sales and marketing

Behind the scenes, artificial intelligence (AI) technology is increasingly present in sales and marketing software.

And many believe that it is not just going to have an impact but that it is going to dramatically reshape how sales and marketing function in the coming years.

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Will Snapchat suffer from WhatsApp’s new ‘Status’ feature?

I recently wrote about how Instagram’s copycat tactics could be damaging Snapchat.

Well, Facebook’s been at it again.

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British Vogue launches Messenger chatbot for Fashion Week: Is it any good?

British Vogue is the latest brand to create its own bot for Facebook Messenger.

Launched just in time for London Fashion Week, it is designed to send curated and personalised news direct to the reader’s inbox. 

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10 examples of welcome emails of varying quality from online retailers

If you’ve ever seen First Dates, you’ll know that initial impressions count for a lot.

For brands, a welcome email is the perfect way to make one. In fact, according to a study by Return Path, users who read one welcome email will go on to open at least 40% of emails from the same brand in the following 180 days. 

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office

Does customer experience need its own department?

Some companies have customer experience managers or departments, and others do not. Why is that?

Who should own customer experience and what does that entail?

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How brands are targeting business travellers

Travel brands typically focus on leisure travellers – the type of person looking for adventure and escape.

But what about those looking for basic comfort and convenience?

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How utilities brands use social media for reputation management

Whether it’s a general comment or enraged criticism – social media is usually the first place customers go to voice their thoughts and opinions about utilities companies.

Because of this, it is important for brands to have a proper online reputation management strategy in place. 

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UK retailers still failing to meet web accessibility standards

At the end of 2016 the BBC reported that retailers could be "missing out on £249bn because many are inaccessible to disabled customers". 

But what about the digital high street?

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customer journey chart

Understanding the customer journey: 70% of APAC marketers admit little channel integration

Joining up marketing channels is not a new concept - Econsultancy used to run an event called JUMP based on exactly this theme (first held back in 2012).

The idea of providing a consistent and connected customer experience across marketing touchpoints has been mainstream for at least five years.

However, recent research from Econsultancy shows that 70% of marketers in Asia Pacific have either little management across touchpoints or completely siloed delivery.

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echo

Amazon Alexa: Brands must be careful before rushing in

Amazon Echo and the intelligent assistant, Alexa, are the most interesting development in digital communications today.

Unlike previously-hyped hardware such as Google Glass, Echo made a surprisingly quick entry to the market and has seen strong sales.

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