It’s that time of year again, when we turn to the experts for their predictions about what will occur in the next 12 months.
So, what will be the focus for customer experience in 2021? Let’s find out…
1. Introduction Econsultancy’s A Guide to Customer Experience Management features findings from its 2018 Customer Experience Management survey, conducted among 482 marketing professionals around the world in January and February 2018, including 299 client-side marketers and 183 agency marketers. For the purposes of this report, we have carried out separate analysis for both of these […]
1. Introduction Customer retention refers to the ability of an organisation to retain the same customer over a period of time. Companies that enjoy high levels of retention benefit from more reliable revenue streams and a high degree of brand equity. Although there is a strong business rationale for focusing on customer retention, many marketers […]
1. Introduction The purpose of this guide is to provide an overview of customer journey mapping. It provides a simple starting point for anyone yet to map out their customer journeys. It is also a reference for those for whom the process is underway. This guide draws insights from those who have developed complex journeys […]
1. About this Guide 1.1. How this guide is structured Econsultancy’s series of best practice guides have been created for professionals who typically work in marketing or ecommerce roles. The guides steer readers to ensure that projects and strategies are executed in the right way for optimal results. This guide to mobile and web user […]
The ongoing coronavirus pandemic is impacting every part of our lives, from the places we can go to the way we spend our time, to the priorities we have and the way we spend our money.
Oli Mival, Director of User Research at Skyscanner, explains how the brand used user insight and testing to stay ahead of quickly shifting trends in travel.
The acceleration of ecommerce throughout the globe over the course of 2020 was hard to ignore, as consumers shopped online often out of necessity, and brands were forced to rapidly change their strategies as a result.
More people might be shopping online than ever before, but the concept of loyalty within retail has arguably been thrown up in the air.
1. Introduction Personalisation is all about delivering greater relevance to customers and providing a richer experience by serving the right message on the right channel at the right time. Companies that harness the power of personalisation and offer experiences tailored to each consumer’s specific needs will find their customers are more likely to continue their […]
Covid-19 has accelerated the importance of digital transformation. Suddenly digital is the ONLY way many companies can deliver their experiences to consumers. Of course, just having a digital channel is no longer enough. Everyone wants to deliver personalised experiences to their audiences, but how exactly do you do that? Personalisation is not easy to do, […]
The role of ‘UX writer’ has become increasingly sought-after as companies make user experience (UX) a focal point for their business. But what exactly does a UX writer do?
Google has announced a new signal dubbed Page Experience that it plans to incorporate into a ranking change sometime next year. Here’s what you need to know about it.
1. About this Guide 1.1. How this guide is structured Econsultancy’s series of best practice guides have been created for professionals who typically work in marketing or ecommerce roles. The guides steer readers to ensure that projects and strategies are executed in the right way for optimal results. This guide to mobile and web user […]
1. Introduction The purpose of this guide is to provide an overview of customer journey mapping. It provides a simple starting point for anyone yet to map out their customer journeys. It is also a reference for those for whom the process is underway. This guide draws insights from those who have developed complex journeys […]
The path to purchase or conversion is no longer linear, with customers often using a variety of devices and channels.
In 2017 I put together Econsultancy’s practical guide to account-based marketing (ABM). With many B2B marketers frustrated and exhausted by generating lots of leads for sales, ABM has emerged as an alternative approach.
Over the past several years, a clear digital revolution has been taking place in the financial services industry.
In retail, consumers have come to expect a swift and seamless experience online from beginning to end (and beyond the point of purchase). This is what’s known as ‘the Amazon effect’. Car manufacturers (sometimes called original equipment manufacturers or OEMs) and dealerships have struggled to adapt to the complex demands of digitally-savvy consumers. The experience […]
FMCG brands have historically generated the lion’s share of their sales offline, with consumers typically buying their groceries, toiletries, and other consumables from supermarkets or third-party retail stores. In recent years, however, the rise of digital technologies has resulted in changing consumer expectations, and a greater demand for convenience, better brand relationships, and an omni-channel […]
What a persona is, the information you need to create personas, and the data sources that will help.
What the customer journey is, the multiple touchpoints involved and opportunities to leverage.
The difference between multi and omnichannel and providing a seamless CX across all.
What a good user experience is and the website elements that can impact it.
A proven way to increase ROI and revenue, and increase customer loyalty and retention.
A test and learn approach makes it possible to refine the customer experience.
10 best practice tips for ensuring a good customer experience.
Learn the fundamentals of customer experience, from who is responsible, to what makes great CX, to how marketing can improve CX. We also explain the concepts of UX and omnichannel in the context of CX.
Learn what customer experience is and how to successfully fuse classic and digital thinking.
1. Introduction This guide has been written to help senior marketers better understand the opportunities offered by experiential marketing, outlining when and how the discipline can add value. Its purpose is to help brands plan and execute experiential marketing activities and to be mindful of the challenges involved. New studies show that we are continuing […]
Today’s beauty industry is decidedly different from 10 years ago.
Experiential marketing, what is it good for?
If P&C Insurance employs chatbot platform GetJenny to take care of repetitive questions, improving customer satisfaction scores and freeing the customer service team to take care of clients with more complex queries.
After a three-month discovery phase, including the review of thousands of comments and survey responses, agency Tangent could map out customer needs, allowing it to build seamless journeys into the energy company’s website.
ŠKODA’s Digital Assistant app, developed by Somo, removes friction points in the sales process, achieving customer satisfaction scores of 4.94 out of 5.
Danny Bluestone, CEO of UX-driven digital transformation agency Cyber-Duck, highlights some key considerations for web designers and content producers after the UK government updated its content design guidance for open formats.
Emily Shirley, GM at Vistaprint UK and Ireland, talks about how Vistaprint was able to get a brand new masks offering online in just two weeks, and what the company learned from moving fast and breaking its internal ‘rules’.
Every December, we look at our Google Analytics dashboard and share the top 25 posts (by simple page views) over the course of the previous year.
The Internet Statistics Database contains thousands of charts and statistics related to customer experience, for you to browse, save and export.
