Posts in Customer Experience

What is a customer data platform? How is it different from a DMP or CRM?

Modern marketing relies on data, we can all agree.

So it is not strange that the customer data platform (CDP) is gaining momentum faster than any other marketing technology, even though many marketers are not yet familiar with the technology. 

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Beyond 'contact us': Six website features hotels can use to increase engagement & bookings

Every hotel website has a 'contact us' page, a page where people can find the most basic details.

Such a passive posture, however, is a missed opportunity for hotel teams to facilitate interaction and funnel a user’s focus while they’re actively engaged.

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map

Considering colour blindness in UX design (with five examples)

Despite it affecting approximately one in 12 men and one in 200 women, colour blindness is often disregarded when designing for optimum user experience and accessibility. 

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19% of retailers cite data-driven marketing as top opportunity in 2018

In 2017, just 9% of retailers cited data-driven marketing as the most exciting opportunity for the year ahead.

This percentage has since doubled, with 19% of retailers now saying it is number one (compared to 16% across all sectors).

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How brands use colour psychology to reinforce their identities

A brand’s choice of colour is a fundamental element that reinforces both its personality and the qualities of the products and/or services it offers.

Some brands are so iconic that it is possible to identify them from just a single pantone colour without an accompanying logo. Others, including Cadbury, Barbie and UPS, have even gone so far as to trademark their defining shades. So why do brands place such importance on colour and what impact does it have on the way consumers perceive them?

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rain

What is ‘torrential engagement’ and how can brands capitalise on it?

Marketers are constantly striving to capture consumer engagement.

However, with attention spans dwindling and digital content increasing, it appears consumers are stuck on one extreme or the other – according to Kantar Futures, many are displaying what it calls ‘torrential engagement’, meaning they are either intensely engaged or entirely disconnected.

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Five reasons for M&S' woes: from loyalty to innovation

It seems like a year can’t pass without news of Marks & Spencer’s continued decline. 

From disappointment over clothing ranges to overpriced food - we’re constantly being told how consumers are dissatisfied with the British retailer.

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terika from foolproof

A day in the life of... a principal UX researcher

Terika Seaborn-Brown is a Principal Consultant at Foolproof. And this is a day in her life...

 (Don't forget to check out the Econsultancy jobs board if you're looking for a new role yourself.)

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robot creation of adam

Robots or humans: Which provide a better customer experience?

Last month, China Construction Bank (CCB) opened the first fully-automated bank branch in China.

Located on Jiujiang Road in downtown Shanghai, the ground-breaking bank branch operates entirely without human tellers. It joins an increasing number of retail outlets, restaurants and other venues across China – and the world – where humans are served exclusively by robotic assistants.

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red cross website

How the British Red Cross revamped its website, from 4,000 pages to just 400

The British Red Cross is a charity with a big mission. Its aim to ‘connect human kindness with human crisis’ is certainly ambitious.

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personalisation

The seven principles of intelligent personalisation

Marketing commentators often attribute the success of Amazon to its advanced personalisation strategy. And with good reason.  

The ecommerce giant’s approach goes way beyond the basics. Machine learning helps the brand predict and shape consumer behaviour in real time. Each customer experiences contextually relevant messages that maximise conversions at every stage of their journey.

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long tweets get more engagement

The best digital marketing stats we’ve seen this week

We’ve got a great round-up of stats to see you into the weekend.

It includes news about the power of Instagram, missed email opportunities, luxury adspend, and everyone’s favourite royal couple. Check out the Internet Statistics Compendium for more, and enjoy.

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