Posts in Customer Experience

Should companies embrace SMS texting for customer service?

A small but growing number of companies are encouraging customers to pick up their phones the next time they need assistance. But to send an SMS text, not to make a phone call.

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Five examples of brands that succeed with word-of-mouth marketing

If you have a positive experience with a brand, you might mention it to a friend or family member. 

With 92% of consumers now trusting a recommendation from friends and family more than any other form of marketing – chances are they might then check it out for themselves.

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An introduction to customer research (a 3,000-word guide)

Whether you work in marketing, sales, product or even finance, getting out to speak with your customers is invaluable.

Regardless of if you work in a multinational FMCG company, the financial sector, a not-for-profit or a start-up, the customer is the most important stakeholder in every decision your business makes, so talking to a few of them seems like a pretty smart idea.

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New Look sees profits fall: What can turn it around?

UK fashion chain New Look has seen another fall in profits, announcing a 4.4% drop in sales during the first quarter of 2017. 

With the recent news that UK retailers have witnessed a general slowdown in spending growth – New Look’s bad fortune could be put down to wider factors like high inflation or dwindling consumer confidence. 

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empathy

Personalization is nothing without creative empathy

Marketers have the newest technologies at our fingertips that allow us to create and personalize experiences that are truly centered around individuals – a mix of data, artificial intelligence and machine learning capabilities are constantly expanding the experience possibilities.

But here’s what we need to be increasingly careful about: This new technology enables a level of automated marketing that puts brands at risk of appearing unthoughtful.

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10 stupendous digital marketing stats we’ve seen this week

Grab yourself a coffee – it’s stats time once again.

This week’s roundup includes news about CRM, affiliate marketing, and mobile UX. As always, the Internet Statistics Compendium includes lots more, so why not head on over and give it a look-see?

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Google to start warning sites about bad ad experiences

Last year, Google helped form the Coalition For Better Ads, an organization intended to develop new global standards for online ads that improve user experience. 

This March, based on research derived from surveys of 25,000 consumers, which sought to identify the least preferred ad types, the Coalition published an initial draft of Better Ads Standards for desktop and mobile. 

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What are customer personas and why are they so important?

Brands often use segmentation to help understand and target an audience. This means taking into consideration general details about the average customer, such as their demographic, gender, socio-economic status and so on.

What is less common is the practice of creating customer personas. 

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Eight effective examples of email sign up forms

According to research, 57% of email subscribers spend anywhere between 10-60mins browsing marketing emails during the week.

But while email marketing remains one of the most effective ways to reach and engage with customers, the problem for most brands is still getting people to sign up in the first place.

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How do we find a solution to the great shopping-cart abandonment problem?

When diving into the research to determine the size of the shopping cart bailout issue, most studies deliver a single percentage incorporating all three devices.

This is not enough to tell the true story of how bad the issue is.

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Six lessons we can learn from the best stationery brands on Instagram

Some people like to follow food brands on Instagram, others are interested in fashion. For some reason, I seem to have a slightly unhealthy obsession with stationery.

Niche, I know. But it seems I’m not the only one. The hashtag #stationery has over 2 million posts on Instagram, with big brands including Primark and ASOS also jumping on the ‘stationery porn’ bandwagon.

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Five innovators of the in-store customer experience

If you’ve ever walked into Zara on a hot, sticky day during the summer sales you’ll know exactly what hell on earth feels like. The combination of poor layout, limited changing rooms, and a distinct lack of staff can often make the in-store experience far from enjoyable.

Not to single Zara out too much, of course. The fact that I regularly put myself through it shows that the retailer must be doing something right – not to mention the fact that the same experience can be found in plenty of other high street stores. 

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