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 […]
1. Executive Summary Customer Lifetime Value (CLV) is considered one of the most important factors in determining present and future success of a business. However, less than half of those surveyed for this research said they were able to measure CLV. With it costing less to retain a customer than acquire a new one and […]
Webinar Recording Reports Referenced A Guide to Customer Experience Management Implementing a Customer Experience Best Practice Guide Customer Experience Statistics Digital Trends Survey Trust, Transparency & Brand Safety Templates https://econsultancy.com/reports/usability-and-user-experience-digital-marketing-template-files Customer Experience Training https://econsultancy.com/training/courses/topics/customer-experience/
1. Introduction 1.1. Executive summary Trust is seen as a crucial element of brand success. With increasing disruption and competition across all sectors, trust becomes even more important for brands to focus their efforts on. Last year, fake news was a highly contentious issue and it raised concerns about where a brand’s content was appearing. […]
When we talk about personalisation we envisage delivering tailored, relevant communications to the right customer at the right time to provide a richer experience. In reality, many companies are still some way off from delivering on this.
More than ever, we are seeing brands trying to provide a one-stop shop for all our needs in order to keep us within their website or app.
Brand trust and transparency have become more important than ever and the need for brands to demonstrate their purpose and values was a key theme raised at 2018’s Web Summit.
“The purpose of a business is to create and keep a customer” – Peter Drucker, Management Consultant.