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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.
SaleCycle specialises in email and on-site remarketing (otherwise know as behavioural marketing) and the company's head of product, Michael Barber, is this week's Day in the Life interviewee.
Read on to find out what Michael has to say, and don't forget to visit the Econsultancy jobs board if you're thinking of finding a new position yourself.
Although Artificial Intelligence (AI) has a very rich history, it wasn’t until the 20th century that the technology began to move forward at a significant pace.
In 1914, the first chess playing machine was created; and by 1997, AI was sufficiently developed to defeat Garry Kasparov, a chess grandmaster and widely considered one of the game’s greatest players.
These days, the marketing department is responsible for more and more of the sales funnel. It is no longer acceptable for marketing to pass along just any lead or contact.
Sales wants leads to be pre-qualified and “as hot as lava”. What were once the exclusive funnel stages for sales are now a shared responsibility, due to the increased use of marketing automation.
The 2017 Email Marketing Industry Census suggests that automation is now a key area of focus for marketers, cited by 66% as the single most important attribute of an email technology provider.
Through automation, email has the potential to become even more personalised, timely and targeted. Of course, it’s not the only component of an effective strategy.
Adam Johnstone is digital marketing manager at Good Energy, a UK-based renewable energy supplier. Here he explains what a typical working day looks like for him.
If you are looking for a role within the realm of digital marketing, or are looking for a new challenge in this area, be sure to check out our digital jobs board.
Email newsletters are usually used to support or promote other forms of online content.
In contrast, email is the core strategy behind Lenny Letter – a feminist newsletter created by Girls founder, Lena Dunham, and co-producer, Jenni Konner.
All of this talk about rogue YouTube ads, fake Likes on Facebook, and Snapchat vs. Instagram is fascinating, but how much of it is relevant to a marketer's daily job?
To find out, we surveyed hundreds of marketers and asked them which channels they are really using these days.
Exactly 1,200 marketers took part in the 11th edition of our industry bellwether report that contains a comprehensive review of the email practices being adopted, the resources being dedicated to email, and the channel’s effectiveness compared to other types of marketing.
An email list can easily become one of a business' most valued assets, but many companies fail to maximize their mailing list signups.
Here are five ways companies can ensure they're driving as many mailing list signups as possible.
This week's Day in the Life comes from the burgeoning world of AI-powered marketing.
Neil Yager is Chief Scientist at Phrasee, a company that uses artificial intelligence and natural language processing to generate and optimise marketing copy.
Alongside traditional methods of customer service, many ecommerce brands are now turning to social media to solve user queries and concerns.
While this is an effective way of tapping into customer pain points, brands shouldn't overlook the opportunities afforded by live chat.