Posts in Customer Experience

Are retail brands ditching mobile apps? A look at some stats & case studies

We are now spending more time than ever on our mobile phones. Recent research suggests US consumers are dedicating five hours per day to their mobiles, with the time spent in apps rising 69% year on year.

Interestingly, with media and entertainment apps like Facebook and Netflix taking up the largest share, shopping apps are said to account for just 5% of users’ daily time.

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Restaurants are going cashless, here's three reasons why

It used to be the case that some restaurants or cafes would only accept cash.

Today, the reverse seems to be happening. Driven by the rise in electronic payments, many are now choosing to go cashless – taking away traditional registers altogether. 

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River Island's head of customer experience on the brand's CX strategy

Customer experience is probably the hottest trend in digital right now.

One need only observe the martech vendors falling over themselves in the rush to reposition as customer experience platforms to know that marketers are sold on the idea of CX optimisation.

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93 ecommerce UX features that create user flow

Who said the listicle was dead?

To celebrate the recent release of our Ecommerce Best Practice Guide, I decided to round up a barrage of fancy, neat and impressive UX features. Some are simple established best practice, others are particularly innovative.

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Personalised ad campaigns: Examples from Argos, 20th Century Fox & Microsoft

We’re used to seeing elements of personalisation in brand communication. An email saying happy birthday, for instance, or a targeted ad promoting something you were just eyeing up online.

But what about an advert featuring your face or someone you know?

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Site review: How Mamas & Papas combines content and commerce

Nursery brand Mamas & Papas prides itself on going the extra mile for parents-to-be, offering up a personal shopping service for customers in-store. 

Last year, this reportedly led to an 11% increase in like-for-like sales for the brand during the Christmas period – cementing the demand for this kind of personalised shopping experience.

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Six excellent hotel websites (and how they encourage direct booking)

Online travel agencies (OTAs) have enjoyed huge growth over the past few years, with the majority of consumers now booking hotels and accommodation via third-party sites. 

However, new research from Kalibri Labs suggests that consumer favour could in fact be be shifting, reverting back to brand hotel sites rather than OTAs.

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Ebay becomes latest ecommerce brand to offer visual search

Ecommerce pioneer eBay doesn't make headlines nearly as often as peers like Amazon, which appears well on its way to taking over the world, but that doesn't mean that eBay isn't trying to rekindle growth through innovation.

Case in point: on Wednesday, the company, which had already applied visual search to its Motors app, announced broad new image recognition features for its mobile apps which allow users to "use pictures instead of words to search eBay's 1.1 billion listings."

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Nespresso expands to cafes: Is there a consumer demand?

London’s Soho is a mixture of hipster cafes and chain coffee shops. 

Now, there’s a brand new contender on the block, this time from coffee brand Nespresso. Its café is the second of its kind to launch in the UK, following on from an initial trial that launched in the city in 2016.

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paul knutton

A day in the life of... a marketing optimization & personalization consultant

Paul Knutton is a senior digital consultant at Monetate, the personalisation and optimisation platform.

Knutton is also our latest Day in the Life candidate, so let's find out what this client-side marketer turned vendor expert does with his time.

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Six things marketers should do to improve their return on relationships (ROR)

Today's marketers appear to be fixated on one type of return, return on investment (ROI).

There is, however, another type of return which may be equally as important to a brand's future financial health, their return on the goodwill they develop with their customers or their return on relationships (ROR).

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10 important digital marketing stats we’ve seen this week

We’ve got a treasure trove of stats for you to dive into this week.

The roundup includes news about consumer trust, click and collect, GDPR, and ad spend. Oh and don’t forget, the Internet Statistics Compendium is ready and waiting should you be left wanting more.

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