Customer Journey Mapping Best Practice Guide
A best practice guide providing marketers with overview of customer journey mapping and a simple starting point for anyone yet to map out their customer journeys.
Customer experience in 2022: What do the experts predict?
What is in store for CX and UX in 2022? We’ve had some clues in 2021 – sustainability, inclusion, privacy, user-centricity, video, automation, empathy and trust. How will these play out in customer experience over the next 12 months?
User Experience and Interaction Design
This guide to user experience (UX) and interaction design equips readers with the knowledge, tools and techniques they need to deliver great user experiences and design products that people like to use.
Implementing a Customer Experience (CX) Strategy Best Practice Guide
This report offers practical and pragmatic advice for developing and implementing a successful customer experience strategy.
Social CX and Customer Service Best Practice Guide
A best practice guide providing marketers with a framework for how to approach social CX and customer service and how to integrate that into a broader customer experience strategy.
Customer Retention Best Practice Guide
A best practice guide looking at the strategies marketers should deploy to transform new customers into repeat customers, as well as how to optimise long-term loyalty and advocacy among the highest value customers.
Harnessing the Power of Personalisation Best Practice Guide
A report uncovering best practice principles and considerations for developing a personalisation strategy, also providing supporting evidence for why companies should be placing personalisation high on their agenda and explores ways to develop personalisation capabilities.
Experiential Marketing Best Practice Guide
A guide aimed at senior marketers to help them better understand the opportunities offered by experiential marketing, outlining when and how the discipline can add value.
Internet Statistics Compendium: Customer Experience
A collection of the most recent statistics and market data on online marketing, ecommerce, the internet and related digital media, drawn from Econsultancy’s Internet Statistics Database. Aimed at marketers looking for benchmarking stats, evidence for use cases or persuasive figures for procuring investment.
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The future of CX is what the customer can’t see
The ambition to deliver great customer experiences is universal, eternal and often feels unattainable – no matter what you do, there is more to be done; no matter how on-trend you are, the next trend is already calling. Improving your CX capability is not the answer, writes Engine Transformation CEO Emma Robertson, it’s what you do next internally that will count.
Snug’s CEO on the CX of buying a sofa: “upholstery companies just didn’t listen to their customers”
Snug CEO Rob Bridgman explains how the sofa-in-a-box company provides a great customer experience, from product through to delivery and customer service.
Webinar: Implementing a CX Strategy
This webinar draws on insights from Econsultancy’s new Digital Trends 2021 report research around customer experience, as well as the new Social CX and Service Best Practice Guide and other resources to explore what actions marketers can take to focus on delivering a great customer experience and tailor CX strategies to ensure success in 2021 and beyond.
Four ways that luxury brands are building customer loyalty through digital channels
Luxury retailers do not typically offer loyalty programs, with regular point-based price discounting schemes going against the high-end and aspirational style of branding that the luxury sector is known for. For brands striving to be competitive, however, reputation alone is simply no longer enough to inspire loyalty, and with demand for omnichannel on the rise, […]
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Stats roundup: the impact of Covid-19 on ecommerce
The acceleration of ecommerce throughout the globe over the course of the pandemic has been hard to ignore, as consumers shopped online often out of necessity, and brands were forced to rapidly change their strategies as a result.
The secret to great ecommerce experience? Collaboration
During the COVID-19 pandemic, consumer expectations rose quickly: an October 2020 survey by Talkdesk found that 58% of consumers said their service expectations are higher today than they were a year ago. Buying habits bear it out, too: 65% of consumers give buying preference to companies that offer quick and easy online transactions as part […]
How restaurants are innovating with digital loyalty programs
Digital sales have more than tripled for restaurants since the start of the pandemic, says Paytronix’s Annual Order & Delivery Report. Other research mirrors these findings, suggesting that digital is increasingly a differentiator for restaurants. According to the Restaurant Readiness Index, restaurants now generate around 40% of their total sales by selling to customers online, […]
Customer experience in 2022: What do the experts predict?
What is in store for CX and UX in 2022? We’ve had some clues in 2021 – sustainability, inclusion, privacy, user-centricity, video, automation, empathy and trust. How will these play out in customer experience over the next 12 months? We asked the experts… For more on what’s on the horizon for 2022, don’t miss Econsultancy’s […]
How Farfetch and Uswitch use data and automation to reach customers at the most relevant moment
The crux of good advertising, when you boil it right down, is about reaching customers with the right message at the right moment in time. Of course, actually doing this is a lot easier said than done. However, in our ever-more-online world, we have more insight into where our customers are in their journey, how […]
How MandM Direct and Samsung used first-party data and automation to strengthen customer relationships
MandM Direct and Samsung are two retail brands using first-party data to build better relationships with customers and drive long-term loyalty. Both brands recently spoke about their respective data strategies on ‘Marketing that Matters’ – a podcast series from Econsultancy and Marketing Week, sponsored by Google. Here’s how first-party data, in conjunction with automation, is allowing both brands to succeed amidst rapid changes to privacy and consumer behaviour.
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Stats roundup: the impact of Covid-19 on marketing & advertising
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.
CPG goes D2C: New opportunities require new skillsets
D2C models allow for product innovation and closer relationships with consumers. But CPG brands need to get their value propositions right and connect front- and back-end technology.
The Guardian’s Head of Audience Planning on customer engagement strategy
“As a news business, we need to be able to react as situations evolve,” said Tom Hunter, Head of Audience Planning at Guardian News and Media, at last month’s Festival of Marketing. Before 2018, the publication was struggling to execute this reactive strategy in its customer engagement strategy. “We had a lot of siloed data […]
“A free cup of coffee isn’t going to cut it anymore”: LoyaltyLion CEO on loyalty schemes
Charlie Casey is the co-founder and CEO of Loyalty Lion – a customer loyalty and engagement platform for fast-growth ecommerce merchants. We caught up with him to ask all things ‘loyalty’, such as how ecommerce brands can retain customers post-pandemic, what successful loyalty schemes look like today and why a certain brand has captured his […]
What does the future of personalisation look like?
It feels as though ecommerce commentators have been banging the drum for the ‘personalisation boom’ for years now – but could 2022 be the year that meaningful personalisation in retail becomes the norm?
Econsultancy Briefing: Does personalisation work? [Webinar]
A webinar looking at the state of personalisation in marketing and asking the difficult questions about its future in the face of challenges and questions about its effectiveness, and in light of the Covid-19 pandemic.
The role of personalisation in customer loyalty post-Covid
More people might be shopping online than ever before, but the concept of loyalty within retail has arguably been thrown up in the air.
Harnessing the Power of Personalisation Best Practice Guide
A report uncovering best practice principles and considerations for developing a personalisation strategy, also providing supporting evidence for why companies should be placing personalisation high on their agenda and explores ways to develop personalisation capabilities.
Six essential capabilities for personalisation
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, […]
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What is a UX writer and how does it differ from a content designer?
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?
What you need to know about Google’s new page experience ranking signal
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.
User Experience and Interaction Design for Mobile and Web
This guide to mobile and web user experience (UX) best practice aims to cover all the key aspects of product design for desktop and mobile and equips readers with the tools and techniques to achieve clear, measurable business objectives.
Customer Journey Mapping Best Practice Guide
A best practice guide providing marketers with overview of customer journey mapping and a simple starting point for anyone yet to map out their customer journeys.
Four reasons to start mapping your customer journey
The path to purchase or conversion is no longer linear, with customers often using a variety of devices and channels.
How to use Econsultancy’s B2B Customer Journey Mapping Canvas
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.
Topps Tiles increases revenue by 35% by integrating in-store and online customer experience
Working with Tom&Co, the tile specialist optimised its brick-and-mortar and ecommerce user journey to boost sales and website traffic.
Savills provides personalised customer experiences with site refresh
The BIO Agency works with the real estate provider to future proof the heritage brand with a fresh new online platform.
Insurance company automates over 60% of customer service queries with chatbot
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.
2 Min
Generating and Using Personas
What a persona is, the information you need to create personas, and the data sources that will help.
2 Min
Customer Journeys and Channel Selection
What the customer journey is, the multiple touchpoints involved and opportunities to leverage.
2 Min
Customer Experience and Multichannel
The difference between multi and omnichannel and providing a seamless CX across all.
2 Min
UX Fundamentals
What a good user experience is and the website elements that can impact it.
2 Min
Personalisation
A proven way to increase ROI and revenue, and increase customer loyalty and retention.
2 Min
Understanding Testing Methodologies
A test and learn approach makes it possible to refine the customer experience.
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4 Min
Implementing CX Best Practice
10 best practice tips for ensuring a good customer experience.
25 Min
Customer Experience (CX)
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.
23 Min
Customer Experience and Content
Learn what customer experience is and how to successfully fuse classic and digital thinking.
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.
