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.
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.
User Experience and Interaction Design for Mobile and Web
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 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.
V-commerce: Will in-car payments be the next big thing for automotive?
When we think of digital transformation within the automotive industry, we tend to consider it in terms of the omni-channel buying experience – making it easier to buy a car online and at the dealership. But what about cars themselves becoming digital, and crucially, transactional platforms? In recent months, we have started to see vehicle […]
Uberall’s Kimia Meshkinyar: “omnichannel is the future of commerce”
Kimia Meshkinyar is VP of Global Product & Revenue Marketing at Uberall, a global SaaS company that provides ‘Near Me’ marketing solutions for brands and retailers. We find out more about Kimia’s role, discuss the importance of local brand experiences, and how the predicted future of retail will impact marketing.
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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.
How to scale customer engagement and personalisation in the “next normal”
As COVID-19 restrictions begin to lift and customers and companies alike begin navigating the “next normal”, effective customer engagement strategies will be integral to brands being able to deliver value. To prepare, check out these best practices and key takeaways from the Braze Connection Hub.
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Stats roundup: the impact of Covid-19 on ecommerce
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.
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How travel marketers are engaging consumers as the industry reboots
International travel might be permitted again, but big challenges still remain for the travel and tourism industry. With safety rules (and the ever-changing traffic light system) still in place, levels of consumer doubt and confusion remain high, while staffing issues plague companies. So, how are travel and tourism brands using marketing to get back on […]
Join Econsultancy at October’s Festival of Marketing
The Festival of Marketing is back once again in October, this time looking to ‘The Year Ahead’, with four jam-packed days of virtual content designed to provide marketers with a toolkit for success in 2022.
Hubspot’s CEO on leadership traits and ‘the rise of modern CRM’
Today we’re speaking to the newly-appointed CEO of Hubspot, Yamini Rangan. She discusses her new role, the importance of authentic leadership, and the future of CX. How do you maintain an effective work/life balance? These days, work-life balance may seem like a challenging feat. Work-from-home burnout is a reality, and that’s why it’s so essential […]
Five benefits of effective multichannel inventory management
The rise in online demand since the pandemic has put multichannel retailers (and their supply chains) under increased pressure. And research suggests that a large percentage of brands could be struggling to keep on top of it. A survey by Profitero found that 41% of brand professionals do not have a specialised team or the […]
Tripadvisor and CitizenM on making subscriptions work for travel
What will it take to make a subscription-based business model work in travel?
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How digital is changing the pharma & healthcare industry
The Covid-19 pandemic has triggered an acceleration of digital transformation within the healthcare and pharma industry. According to a survey by GlobalData, 40% of pharmaceutical industry professionals in Europe and North America believe that the pandemic has accelerated digital transformation by more than five years.
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
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 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.
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.
UK Power Networks transforms online presence to create seamless customer journeys
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 showroom app bridges the gap between online and offline
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.
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.
