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Posts in Customer Experience

Over half of consumers now turn to Amazon first for product search

Google might be the most popular search engine in the world, but when consumers are searching for products, they're increasingly turning to Amazon first.

In fact, according to a BloomReach study conducted by Survata, over half of consumers (55%) now go to Amazon first when they're looking for a product, up from 44% in 2015.

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Farfetch’s CMO: Why we’re more than just a shopping platform

Stephanie Horton, CMO of ecommerce platform Farfetch, will be speaking at this year's Festival of Marketing.

Ahead of the event next week, I sat down with her to talk a little about Farfetch's branding strategy and what makes it so unique.

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An in-depth analysis of how Expedia converts visitors into customers: Part one

$5.73bn in revenue. Nearly $400m in profit. And a market cap of over $15bn.

That’s Expedia in a nutshell.

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A day in the life of... Feefo CCO & co-founder

Our ever-popular Day in the Life feature this week catches up with Matt Eames, CCO and co-founder of Feefo, the reviews specialist.

Let's find out what he does with his time..

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Are organizations well-equipped for omnichannel marketing?

Our new Succeeding in the Omnichannel Age report, published in association with Adobe, delves into the ways organizations are stepping up to the challenge of marketing integration.

The results are a mixed bag.

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The customer experience revolution requires advertising with purpose

Whether you are in marketing and advertising or product design and management, it is impossible to avoid the term ‘customer experience’.

The two words litter agency pitches, vendor websites, trade press and conferences and, increasingly, job titles.

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Three things marketers must do to deliver a brilliant omnichannel experience

The omnichannel revolution has begun.

In a 2016 study, Nielsen found that 87% of Australian consumers 'often' or 'sometimes' look at an item online before buying it in a store. 

Recent research by Google backs this up. According to its data, more than two in five (42%) of in-store consumers research online while in stores.

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Four ways to avoid 'creepy' personalisation

Personalisation is one of the hottest topics in marketing; the promise of segmenting customers into 'markets of one' is alluring for any brand.

But the pushback from consumers is almost as strong. That feeling of being 'watched' may be enough for consumers to abandon a website or leave a store.

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wechat

Instant messaging: An introduction to the future of communication

At Facebook’s F8 conference earlier this year, Mark Zuckerberg said “(Instant messaging) is going to be the next big platform for helping you connect with all kinds of services in new ways".

When you bear in mind this is a man who spent the best part of $22bn buying WhatsApp, you can be pretty sure he’s going to be right.

But where is instant messaging heading and what does this mean for marketers?

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josh payton

A day in the life of... VP User Experience at Huge

This week, we're spending a day in the life of a UX professional within an innovative agency.

Josh Payton has been around since the dotcom boom, grew up in Seattle creating websites for punk bands, and is now a champion of company culture and hands-on creativity.

Let's hear what a UX head does with their time...

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Five things marketers do to improve customer experience

How are marketers carrying out customer experience improvements?

We discussed this topic at our latest roundtable discussions.

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10 snazzy digital marketing stats from this week

We've got a fine roundup of digital stats for you this week, including news on mobile app install ads, supermarket click-through-rates, social buy buttons and brand disclosure.

Before we get down to business, don't forget to check out the Internet Statistics Compendium for more.

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