Customer experience is the most exciting opportunity for marketers [infographic]

By Graham Charlton February 12th 2014 12:50

Customer experience represents the single most exciting opportunity for businesses this year, according to our 2014 Digital Trends Briefing.

Mobile comes a close second, and this forms a big part of providing an excellent customer experience as more and more people access sites and services on their phones.

This infographic presents some of the key findings from our Trends Briefing, which is produced in partnership with Adobe and based on a survey of more than 2,500 marketers.

Blog CRM and loyalty programs

Loyalty schemes: 31% of Australian consumers want an app as well as a card

Retailer loyalty programs are nothing new, however mobile technologies have changed consumer expectations of how and when they should be able to access their account information.

Loyalty schemes still largely work off plastic cards but there’s huge potential for allowing customers to manage and redeem their points using a smartphone app.

The benefits of loyalty apps are clear, as it allows customers to more easily manage their points and means that retailers can target people with offers and discounts.

And a new survey shows that retailers should certainly be thinking about moving in this direction, as a third (31%) of Australian loyalty scheme members want both a card and a mobile app.

Blog Social

Facebook buys WhatsApp for $16bn: The meaning behind the money

As the news broke that Facebook would be parting with a truly massive $16bn to acquire messaging service WhatsApp, the internet (as is its wont) was awash with opinion.

Would this devalue Facebook? The market certainly seemed to agree, with almost 5% being shaved off the FB price after hours. So, is this a crazed land-grab that will spell the end of Facebook, WhatsApp, or both?

Or a very smart decision?

Blog Mobile

65% of global smartphone owners use Android OS: stats

In a sideways blow to Apple, Windows Phone and Blackberry, Android is now the dominant operating system of mobile users worldwide.

Android use has climbed from 27% in 2012 to 65% in 2013. An even more impressive figure is the 270% increase in Android use since the end of 2011.

These figures come from the Q4 2013 market research study by GlobalWebIndex (GWI), in which 170,000 respondents were interviewed in 32 markets, representing 89% of the global internet population.

Here are some more fascinating stats from the study involving device ownership and privacy.

Briefing Digital Transformation

The role for marketing in business transformation and the ‘customer backwards’ approach

The content of this briefing is reproduced from Econsultancy’s Change Management for Marketers Best Practice Guide, published November 2019 and written by Neil Perkin. The report is designed to provide marketers with practical guidance and advice on how best to manage change in the context of rapidly shifting technology, consumer behaviour and market dynamics. With […]