Customer Experience

The latest customer experience best practice, case studies, trends, training and more. From personalisation and design to user experience and usability

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Targeting and retargeting without third-party cookies

In addition to the quality of creative and ability to understand its value, there are other key drivers that can help to influence campaign effectiveness. This chapter evaluates the importance of targeting approaches and how marketers can navigate targeting without having to rely on third-party cookies as access to them continues to decline. Targeting and […]

13 minute read

Driving Digital Marketing Effectiveness

Marketers that understand the key drivers of digital marketing effectiveness are already one step ahead. From culture and resources to investing in data and skills, this chapter explores how to create environments that are conducive to effectiveness, and how this supports measurement. Developing an Effectiveness Framework Selecting the right measurement approach will come down to […]

23 minute read

Responding to the Changing Digital Marketing Measurement Landscape

While third-party cookies will currently continue to exist, the reality is that a big proportion of the open web cannot be addressed by third-party cookies. In light of this, marketers are urged to pursue other ways of targeting and measuring to prepare for a low-cookie world. This chapter explores different data types and collection methods, […]

16 minute read

The Changing Digital Marketing Measurement Landscape

How digital marketing is measured is currently in a state of great flux. This is due to widespread regulatory and technical changes that have restricted the data that is available to the digital advertising industry, leading to the decline of third-party data from browsers and device manufacturers. This data has been important for both measuring […]

13 minute read

Defining Digital Marketing Effectiveness

Being able to measure how well a company’s marketing is performing is essential in order to understand the impact campaigns are having towards meeting the goals of the business and in driving growth and profitability. It also enables an organisation to identify where opportunities exist to make changes and optimise budgets. For the purposes of […]

9 minute read

Measuring the Effectiveness of Paid Search Integration

Being able to measure the performance and effectiveness of integrated marketing campaigns that combine paid search with other channels is essential for gaining an understanding of what worked, and what can be improved in future campaigns. This chapter looks at what measures to use and the toolkits, such as Google Analytics, that can help. Measuring […]

9 minute read

Landing Page Best Practice for Paid Search

The previous chapter looked at landing page strategy for paid search campaigns. This chapter considers best practice techniques for creating and optimising effective landing pages. Twelve best practice guidelines for landing pages To be effective, landing pages need to combine the following to improve the user experience and increase conversion rates: Usability Accessibility Persuasiveness Ability […]

18 minute read

Landing Page Strategy for Paid Search

Destination or landing pages (where clicks are directed) are an integral part of any paid search campaign. Effective landing pages convert more visitors, and in Quality Score-based search engines they make an ad more competitive. In fact, with paid search, securing the click is only the start of the conversion journey. The landing page plays […]

15 minute read

Social Quarterly: Q2 2024

The latest trends, developments and statistics in social media. Stories this quarter include TikTok’s potential US ban, new AI assistant features from Meta and Snap, and the ways in which the platforms are supporting their influential users, in what has been termed ‘the creator era’.

Activity Planning in Social Media

When planning social media activities, bear in mind that the activity should mirror any strategic element of the business. Many organisations use existing marketing and communications planning processes to develop their social media activity. This chapter looks at the ten steps brands should take to develop their social media activity, from research and planning through […]

19 minute read

Latest Articles

empty office chair

The empty chair: Why innovation should centre on customer needs

This article is adapted from a section of Econsultancy’s Innovation Best Practice Guide, written by Steffan Aquarone. The guide presents a set of simple, practical ideas, and Aquarone takes the word ‘innovation’ itself to mean ‘finding ways of doing things differently’. The empty chair is a concept synonymous with Amazon’s customer-focus. Despite their importance to the […]

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What does user experience (UX) mean?

This article is reproduced from Econsultancy’s report, User Experience and Interaction Design, authored by Steffan Aquarone and Will Grant, and also available as a quick guide. Jakob Nielsen, a UX consultant who The New York Times has called “the guru of web page usability”, wrote: “User experience encompasses all aspects of the end user’s interaction with […]

‘Your brand is your product and your product is your brand’: Kallan & Co’s Luca Picardi on digital design

Luca Picardi is Head of Brand Strategy at Kallan & Co., a design studio with a virtual working model (and offices in Helsinki, Melbourne and Christchurch). He has been working across brands and digital products for the last decade. Given Picardi’s schooling at Central Saint Martins and current teaching work at BAU school of design […]

Case Studies

Quick Guides

Quick Guide to Marketing Automation

This quick guide looks at the business benefits of marketing automation, including the ability to deliver personalised, omnichannel experiences to customers and improve acquisition, engagement and retention. It provides an overview of the main features offered by marketing automation platforms, and the key steps to successful implementation.

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