Posts in Customer Experience

Four things Black Friday has taught us about ecommerce

Whether you’re a bargain hunter or not, Black Friday is hard to ignore. 

Last year’s retail event was evidently bigger than ever in the UK, as Barclaycard reported that transaction numbers were up 32% on 2016. What’s more, Black Friday cemented itself as a predominantly online affair, with ecommerce sales increasing as brick-and-mortar declined.

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DBS Bank now earns twice as much income from digital customers

Singapore's DBS Bank, the largest bank in Southeast Asia, is profiting from its digital investments in a big way.

At an investment conference, DBS CFO Chng Sok Hui revealed that the bank now generates double the income from digital customers as it earns from traditional customers.

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Join our Asia-Pacific webinar: Digital Transformation in the Retail Sector

Digital has forever changed the retail customer experience.

Heightened consumer expectations have increased the pressure for brands to adapt to remain competitive, in an already hyper-competitive environment.

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The best digital marketing stats we’ve seen this week

Before you get stuck into that stack of choccy eggs, don’t forget to sample the finest digital marketing stats around this week.

The roundup includes news about US ad spend, programmatic budgets, and online influencers. Check out the Internet Statistics Compendium for lots more to boot.

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chips

What will ordering a takeaway look like in the future?

Takeaways haven’t changed for a long time.

Services like Deliveroo and Just Eat are using new technology to increase choice and convenience. But in reality, the overall experience is largely the same since the first fish and chip shop opened in Manchester in 1863. Alongside enjoyment there is still that slight sense of guilt that what you’re eating isn’t going to be that healthy.

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Top Task Management process

How managing your customer's 'top tasks' can deliver a better experience

It's a safe bet that the amount of information online will just keep growing forever, like an ever-expanding digital universe.

But continuously adding more content to your own website may actually harm your user experience and your business unless it's done with your customers' goals in mind.

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woman with devices

Why a superior user experience creates customers (not consumers)

It’s tempting to see people who buy from brands as consumers, and not customers.

Whilst you may argue that these describe the same person, they do not. In fact, the difference between understanding these two is essential for creating a superior user experience.

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What is customer experience? How can it be measured? And who should own it?

Customer experience is an oft-talked about topic in digital and marketing circles. What brands offer the best, what the benefits are… we’re always going on about CX.

But can you define what customer experience actually is?

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Capital One's new browser extension is a great example of common-sense fintech innovation

Last year, Capital One, one of the United States' largest commercial banks and credit card issuers, launched Eno, a digital assistant that allows customers to manage their accounts conversationally through SMS.

Now, Capital One has brought Eno to the browser through a new Chrome and Firefox extension that could prove very useful to Capital One cardholders.

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How UX makes Cookpad's app the best antidote to Instagram for foodies

Recipe sharing has come a long way from hand-me-down cookbooks. Now, you can find out how to make anything from roast beef to ramen with just a quick search online.

CookPad, Japan’s largest recipe-sharing network, now has global headquarters here in the UK in Bristol (where they are rapidly growing a data science team to further augment their app and service). With 60 million monthly unique users in Japan and 40 million global users per month – its hungry user-base is rapidly growing. 

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A UX review of Etsy, the most user-friendly mobile website according to Google

Any retailer that doesn’t have a mobile-friendly website doesn’t just risk losing out on sales. A poor mobile experience can lead to basket abandonment, or worse - a lost customer for life. 

This is because shopping on mobile is now second nature for most people. According to Adobe, 61% of visits to retail sites now stem from mobile devices, while 70% of purchases are predicted to be made on mobile over desktop by the end of the year.

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How Now TV is mastering multichannel customer experience

In a market with Netflix, Amazon Prime Instant Video and plenty of other over-the-top and pay-TV services, Now TV obviously has its work cut out to compete.

Owners Sky have backed the service with a range of advertising and product innovation, leading to impressive recent growth figures; adding nearly 50% to its subscriber numbers in the 12 months to Q4 2017 (1.5m total).

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