Posts in Customer Experience

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An email personalisation planning template (with brand examples)

There's a sentence in Econsultancy's Email Marketing Industry Census 2017 that leapt out at me.

It reads, "True personalisation at scale remains elusive for many businesses, though more companies are starting to reap the benefits."

In this article I'll look at where marketers are going wrong and give a simple planning template for email personalisation.

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IoT: Internet of Things Sensor

Low cost IoT will redefine the consumer purchase path

We're on the edge of a new wave of connectivity.

One that promises to change the way people behave and buy; and in turn will force retailers and consumer goods companies to change the way they serve and interact with their customers. The 'Innovators' are already out there rapidly prototyping, testing, learning and changing their businesses to embrace it.

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wholefoods

Is the Whole Foods acquisition the beginning of Amazon's endgame?

On Friday, Amazon sent shockwaves through the world of retail by announcing its intention to buy upscale grocery chain Whole Foods for $13.7bn.

The deal, which came as a surprise to the markets, knocked nearly $40bn off the market caps of other retails. Kroger, Costco, Target, Walgreens and Wal-Mart each saw their stocks drop by more than 4% following the announcement, and their declines accounted for over $23bn of the market cap losses.

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Will healthy fast-food restaurant Leon succeed in the US?

Healthy fast food chain Leon recently announced it is to expand into the US market after receiving a £25m boost in funding.

When its first store opened in London’s Carnaby Street in 2004, there was a clear gap in the market for fresh, healthy and over-the-counter food in the UK – so it’s not hard to see why Leon has since enjoyed such growth. It now has nearly 50 restaurants in locations including Brighton and Nottingham. 

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How hotels are upping the fight against online travel agencies

For years, hotels and online travel agencies (OTAs) have maintained a frenemy relationship. 

But now, as bookings through OTAs have surpassed direct bookings for the first time ever, a number of major hotel brands are more aggressively battling the middlemen who generate billions of dollars in revenue for them but eat their margins and commoditize their brands.

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B2B marketers: Share your thoughts on account-based marketing

Econsultancy needs your help! We're undertaking a study into the best practices and pain-points of the account-based approach to customer acquistion and retention, and we'd like your input.

Are you familiar with account based marketing (ABM)? Do you have experience to share or questions you'd like answered? Please click here to let us know if you're open to a short interview with one of our researchers.

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Screenshot of Google Site Search page comes with the warning “Google has discontinued sale/renewal of the Google Site Search since Apr 1 2017. The product will be completely shut down by April 1, 2018.”

Site search after Google – the clock is ticking to find a replacement

Websites big and small are (or should be) re-evaluating their search strategy, as Google turns its back on site search.

Both Google Search Appliance (for bigger sites and enterprise search) and Google Site Search (for smaller sites) are now on the way out.

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Amazon Books: What retail can learn from Amazon's new bookstores

Amazon is largely credited with killing the physical bookstore. 

Its biggest victim, Borders, once the second largest bookstore chain in the U.S., filed for bankruptcy and began closing all of its stores in 2011. Barnes & Noble, the nation's largest bookstore chain, has been downsizing and is expected to continue to do so for the next decade.

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10 intriguing digital marketing stats from this week

This week's roundup is a corker, including news about voice technology, mobile ad blocking, and experiential marketing.

If that’s not enough, be sure to download the Internet Statistics Compendium for lots more juicy stats. 

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waterfall

14 reasons businesses are failing at user-centred design

The importance of design is growing as we demand more digital services. 

Yet, despite all the rhetoric, organisations seem to be neutering their user experience (UX) and design teams through a lack of understanding and sponsorship.

What changes are needed?

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Three digital challenges facing technology organisations

Companies in the technology sector are more likely to be digital leaders, with 19% classifying themselves as digital-first. 

This is according to findings from our new Digital Trends in Technology report, published in association with Adobe.

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Delivering data-driven content marketing for the travel industry

The travel industry is increasingly turning to content-led strategies to create and nurture relationships at all stages of the customer journey.

And it's paying off: a 2015 Aberdeen study showed 7.8x higher year-on-year traffic for content marketing leaders versus followers. Conversion rates are also 6x higher for content marketing adopters versus non-adopters.

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