Posts in Customer Experience

pizza

Will 'buy now, pay later' change the in-store customer experience?

With less distinction between online and offline commerce, we’re in a new era of “omni-shopping”.

For retailers, that means they should be offering customers a seamless journey both online and offline.  

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sleeping cat

The virtues of re-engaging dormant customers

Companies spend a huge amount of time and money on customer acquisition.

And why shouldn't they? After all, growing a business significantly is usually best accomplished by growing the number of people who pay for its products and services.

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internet of things

How the internet of things can improve customer experience

The internet of things presents big opportunities for a number of industries, ranging from healthcare to beauty. This is largely due to growing innovation in tech, with IHS Market predicting that the number of connected devices worldwide will reach 125 billion by 2030.

One of the most exciting opportunities comes from a marketing perspective, as the internet of things allows brands to go above and beyond traditional customer experience to anticipate needs, and to become truly embedded in the consumer's world.

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hannah locke

A day in the life of... a head of experience design

Hannah Locke is Head of Experience Design at Proximity London. And this is a day in her life.

Remember, if Hannah's day seems more exciting than yours, you can always check out the Econsultancy jobs board.

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data

What now for data-driven marketing?

In a late-2017 Econsultancy survey, one in six brand marketers stated that "data-driven marketing that focuses on the individual" was "the single most exciting opportunity" for their organisation.

Following the Cambridge Analytica/Facebook scandal, though, things have changed. Concerns about public sentiment now override maximizing the use of consumer data, leaving data-driven marketing with an uncertain future.

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glow shazam

How Shazam is using augmented reality to help brands come to life

It’s hard to believe that the music discovery app Shazam has been around for 10 years. 

Since it first appeared, it has taken prime real estate on users’ phones alongside the likes of Google Maps and WhatsApp.

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notepad

How communication theory will help you write better microcopy (& make better products)

I recently went to a talk at Zone by Mikael Krogerus and Roman Tschäppeler in which they promoted their excellent new book, The Communication Book. 

As a UX writer, I’m naturally interested in communication. All the microcopy I produce needs to communicate the right information in the right way at the right time. So I was keen to hear about the theories they’ve spent years researching and testing.

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2.6% of consumers list personalisation as important part of brand's offering

The best digital marketing stats we’ve seen this week

We trust you’ve had a suitably enjoyable week, especially those in the UK enjoying the hot weather. Let’s journey back and look at some of the digital marketing stats you might have missed.

The roundup includes news about GDPR, personalisation, AI, and lots more. 

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zara popup

How Zara is using in-store tech to improve its frustrating shopper experience

Last year, a particularly frustrating experience in Zara’s Oxford Street store lead me to write this article, praising retailers who – in contrast to the Spanish retailer – typically excel when it comes to their in-store customer experience.

Since that time, it appears Zara has undergone quite a few changes, largely through an increased investment and focus on technology.

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decoupled cms

Six examples of brands using a decoupled CMS

Content is an integral part of digital experiences that drive conversion, from video tutorials that help clinch ecommerce sales, to long-form, high-quality articles that inspire readers to purchase media subscriptions.

But content has never had to work harder to reach audiences how, when, and where they want to experience it.

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How AI is redefining personalisation & the job of the email marketer

Personalisation is a word that marketers use every day with no great degree of thought.

Some may conflate segmentation or product recommendations with personalisation. For others, personalisation means nothing more than ‘[first name] [last name]’ in comms.

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apple music

Spotify UX vs. Apple Music UX: How do they compare?

As a music lover in 2018, it is almost impossible to avoid streaming services and their neatly priced subscriptions.

There are two major players that account for 110 million subscribers globally and make up 32% of the US market for music purchases – Apple (15%) and Spotify (17%). As such, it only makes sense to pit the two streaming app giants against one another to see who reigns supreme in terms of having a superior UX.

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