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Posts in Customer Experience

customer journey chart

Understanding the customer journey: 70% of APAC marketers admit little channel integration

Joining up marketing channels is not a new concept - Econsultancy used to run an event called JUMP based on exactly this theme (first held back in 2012).

The idea of providing a consistent and connected customer experience across marketing touchpoints has been mainstream for at least five years.

However, recent research from Econsultancy shows that 70% of marketers in Asia Pacific have either little management across touchpoints or completely siloed delivery.

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echo

Amazon Alexa: Brands must be careful before rushing in

Amazon Echo and the intelligent assistant, Alexa, are the most interesting development in digital communications today.

Unlike previously-hyped hardware such as Google Glass, Echo made a surprisingly quick entry to the market and has seen strong sales.

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Pizza Express launches booking chatbot: Is it any good?

Last year, Pizza Express launched a chatbot as part of its Christmas marketing campaign.

Moving on from this fun and frivolous approach, it has now followed it up with a more customer service-focused chatbot - one that allows Facebook Messenger users to reserve a table in any of its 400+ restaurants.

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capital one alexa

Should financial services brands follow Capital One on to Amazon Echo?

It's early days for Amazon Echo and Google Home.

But for all the Alexa Skills (Amazon's name for apps) that arguably need finessing, there are some brands that seem to have made a good start.

Capital One is one such brand, which offers the first and only banking Skill currently available.

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How smart-switching energy apps are tapping into customer need

Switching energy suppliers is one of those things you’ll get round to doing eventually, right?

But despite the fact that it’s surprisingly easy, many are still failing to switch, meaning that households on standard variable tariff’s (SVTs) are paying around £330 more per year than those that have.

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The challenges to CX maturity in India: A lack of vision and collaboration

Indian marketers think internal collaboration will be the most important factor within their organisations when improving customer experience.

This is one of the findings of Econsultancy's Customer Experience Maturity in India survey report, in association with Epsilon.

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The pros and cons of personalised packaging for FMCG brands

The success of Coca-Cola’s ‘Share a Coke’ campaign proved that people can’t get enough of personalisation.

The opportunity to buy a can of Coke with their name plastered on it proved irresistible for many consumers, leading to sales of the beverage growing by 2.75% in the UK, and increasing soft drinks sales by 2% overall.

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Four ways travel & hospitality brands are targeting younger consumers

Travel brands often target potential customers via social media advertising.

On the other hand, with 97% of millennials reportedly posting their travel photos on social, an increasing number are banking on customers doing the advertising on their behalf.

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Why brands are increasingly creating experiences & adventures to woo consumers

Consumers increasingly desire experiences over things, but companies that sell physical products aren't out of luck. In fact, many are capitalizing on consumers' taste for experiences to make their products more appealing and bolster their brands.

Take, for example, Leica, the German manufacturer of high-end cameras. It's getting into the travel business to engage photography enthusiasts.

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How will Donald Trump's policies affect fintech?

Last week, new US President Donald Trump signed a directive asking his Treasury secretary to review The Dodd–Frank Wall Street Reform and Consumer Protection Act.

Dodd-Frank was signed into law in 2010 by former President Barack Obama and was aimed at preventing another financial crisis like the one that struck the US banking system in 2008.

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10 astounding digital marketing stats from this week

Time to settle down for your trusty stats round-up.

This week, we’re talking about online search, ecommerce loyalty, B2B buying and lots more.

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Four key CX charts from our Digital Trends 2017 Report

Last year, the Adobe Digital Trends report showed data-driven marketing to be the top priority for marketers, with 90% of survey respondents citing it as their number one choice.

Fast forward to 2017 and the tables have turned.

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