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 […]
Customer experience and coronavirus
On day two of the Festival of Marketing, Zone CEO Roy Capon chaired a panel with guests Michelle Roberts, Group Marketing Director at BMW UK, Mark Evans, Managing Director of Marketing and Digital for Direct Line Group, and Tete Soto, Transformation Director for O2. Each panellist explored how their company is responding to the customer experience challenge of a pandemic.
In the face of persistent uncertainty, and with demand for digital services and experiences at an all-time high, customer service has become even more crucial for businesses. This has accelerated a number of trends taking place across sectors, from automation to social messaging, AI-powered technology to bespoke digital customer service.
In a recent virtual panel discussion hosted by Tribal Worldwide London, three hospitality and digital experts gave their thoughts on the evolution of the industry during the coronavirus crisis, what businesses should be doing to adapt, and what might come next for hospitality.
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 […]
Customer journey mapping
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.
At the beginning of the year, Skift named subscriptions as one of its travel ‘megatrends’ for 2020, suggesting that subscription-based travel will give companies a new and interesting way to “create lasting relationships with consumers” this year.
Google recently announced that its Page Experience ranking update, which uses Core Web Vitals along with a number of other metrics to assess user experience quality, will be rolling out in May 2021. How can marketers best use the time between now and May to prepare for the change?
Brand events have largely shifted online this year, as the pandemic continues to disrupt in-person experiences. Creating a successful virtual event is no mean feat, of course, with consumers already suffering from screen overload – yet another Zoom event is a tough thing to market. Over the past few months, however, we have seen agencies […]
Find the latest customer experience trends - explore the ISD
The Internet Statistics Database contains thousands of charts and statistics related to customer experience, for you to browse, save and export.