Posts in Customer Experience

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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The changing consumer landscape: How brands can keep up with sky high customer expectations

According to Ray Wang, the founder of Constellation Research – customer loyalty is dead. We are now living in an ‘attention economy’, which means that if you’re not capturing the consumer’s attention or saving them time, they’re just not interested.

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Four lessons retailers can learn from Ted Baker’s international growth

It’s proving to be a pretty good year for British retailer Ted Baker. The brand has just announced a 14% increase in half-year revenues, as well as an impressive 43.8% rise in ecommerce sales.

It’s not just the UK that’s been loving Ted Baker either. Sales in the US increased 18%, while sales in Asia rose nearly 30%.

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Three promising signs that companies are finally starting to appreciate CX

For years it has felt like we're stuck at the beginning of the journey toward improving customer experience (CX).

We know what we want to achieve (great CX), we have plenty of ideas about how to do it, yet very few of our organisations have truly aligned their objectives with the customers'.

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Four examples of automotive brands that are innovating the customer experience

Disruption is a common theme these days and while it's hard to create a list of industries that are being disrupted the most, there's no doubt that the auto industry is a contender.

Consumers are redefining their relationship with cars, from the way they acquire them to how they use them, and that means automakers need to rethink their roles and how they operate in the market.

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Mobile’s sorted isn’t it?

Mobile’s sorted, isn’t it? So why aren’t things getting better for many hotel chains?

It goes without saying that if you're a hotelier in 2017 and your website is not mobile friendly, then consider your digital strategy dead.

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Majestic Wine revamps website with focus on some familiar social proof tactics

Most people buy wine as part of their weekly shop or during a last-minute dash to the off licence. 

Majestic Wine is perhaps a destination for the more discerning drinker. However, with over 200 stores in the UK and a recently revamped ecommerce site, it’s aiming to draw in the masses with a customer-centric UX. 

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The National Trust: Using neuroscience to optimise visitor journeys & marketing messages

When you think of the National Trust, you probably think of stately homes, country walks, and cups of tea. You perhaps don’t immediately make an association with neuroscience.

However, the National Trust’s marketing team recently turned to brain scans and other scientific techniques as part of a project to optimise visitor journeys and experiences.

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cx maturity model

Digital transformation and CX maturity at GE Healthcare Life Sciences

At the Festival of Marketing 2017 in London, Diego Lopez Moreda, digital marketing tech leader at GE Healthcare Life Sciences, gave delegates the lowdown on how the $4 billion business underwent a digital transformation.

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brompton prototype

How Brompton Bicycles is overcoming purchase friction using content and social

Brompton Bicycles makes for a terrific brand case study because, until recently, the company has done almost zero brand management.

The heritage of the firm is very much about British manufacturing expertise, with the marketing and selling of the bikes left to partner retailers.

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How Disney World has mastered customer experience

If there’s one brand that knows a thing or two about keeping its customers happy, it’s Disney. 

This is reflected in the increasing demand for the Disney experience. In 2016, its Parks & Resorts accounted for 31% of the company’s total revenues (with its media networks generating 43%). It also saw more than 13m people visit the newly opened Shanghai Disney Resort, as well as greater attendance levels in parks in the US.

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shop the look

Image recognition in ecommerce: Visual search, product tagging and content curation

There are clear use cases for machine learning-powered image recognition in ecommerce – namely visual search, product tagging and content curation.

Fashwell is a company that provides such technology, so I asked a few questions of CEO and co-founder Matthias Dantone.

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