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Forrester reports that customers are willing to spend nearly five times more for excellent customer experience (CX) than they would for poor CX*.
But improving customer service comes at a cost. Besides the time and effort required, sometimes marketers need to take risks to make their company more customer-centric. Here are three examples of companies who have taken a leap in the name of CX innovation.
High street retail hasn't changed much in the last few decades.
Yep, there's click and collect and online returns but, as in years gone by, product buyers decide what will sell by using a mix of nous and trends analysis.
It’s Friday, so that means it’s time for our world famous digital marketing stats roundup.
This week it includes basket abandonment, Google Shopping and SEO in the insurance industry.
When it comes to online shopping, temptation lurks on every web page. This is because – while you might have decided against buying that new pair of shoes you were eyeing up – you’re bound to see a targeted ad for them sooner or later.
As consumers, we’re used to being targeted in this way. But what if you were to see an ad based on your mobile browsing history in an actual supermarket?
According to research, 72% of young consumers prefer to spend money on experiences rather than possessions. When that experience is in some way transformative – i.e. resulting in the improvement of physical or emotional well-being – it becomes all the more desirable.
This is the idea behind the ‘transformation economy’, where brands sell the promise of personal achievement over and above material possessions.
Trying to decide what colour to paint your nails is up there with all the other crucial, life-and-death decisions we face in life. Like choosing a pizza topping or a new Netflix series.
Trust me, this dilemma can actually be a pretty big problem for beauty salons. After all, the slower a customer makes a decision, the less time there is left in a day to squeeze in extra appointments.
Voice-controlled speakers are one of the primary interfaces through which consumers are interacting with voice-based intelligent personal assistants.
Therefore it's no surprise that two of tech's biggest names, Google and Amazon, are battling to control the market for these devices.
Since its launch at the end of 2015, Magento 2 has been praised as a dramatic improvement on Magento 1.x versions (with significant changes in terms of usability, performance and functionality).
It has also been questioned for its premature release and lack of stability in core areas (such as checkout, product import payments etc). More recent feedback has been far more positive (especially on the last two releases), however lots of merchants are still struggling with the decision on whether to stick with Magento and, if so, when to migrate.
Amazon’s culture lends itself to innovation, but its rapid development and deployment of the Amazon Echo is in a league of its own.
Opening with the original Amazon Echo in June 2015, the Seattle-based company released the Echo Dot in September 2016, the Echo Look just two weeks ago, and this week the newest member of the family; the Echo Show.
Marks & Spencer has announced that it is to trial an online grocery delivery service this year, expanding into an area that it has famously resisted.
So, what’s behind the decision? And will M&S become an actual contender in the competitive grocery market as a result? Here’s a bit more on the story and what it might mean for the brand.
It’s impossible to ignore the word 'millennial' in relation to marketing these days.
If I had a pound for every time I heard it during Millennial 20/20 – an event focusing on digital innovation and disruption – I’d have been rolling in it by lunchtime.