customer experience management

How brand marketers are optimizing customer experience in 2018

Improving the customer experience continues to be a top priority for brand marketers.

In our most recent Digital Intelligence Briefing, our survey of more than 2,800 company marketers revealed that ‘optimizing the customer experience’ remains the top choice for the single most exciting opportunity in 2018. 

But how are brand marketers executing this strategy? What exactly are they doing to optimize their customer experience?

How to start turning data into customer experience insight

With consumers now expecting a seamless and personalised experience across all channels, it’s vital that companies have a strong customer experience strategy in order to compete.

This is where customer experience management (or CXM) comes in – the practice of using data and insight from customer interactions to improve the overall CX. 

Why online businesses still need call centres

Driven by growing multichannel interactions with their customers, many businesses are moving away from call centres in favour of social media and virtual help centres to deal with customer complaints and queries.

The thought is that customers engaging with lower cost channels should be supported through siloed touch points and diverted away from higher cost call centres.

However, the power of the call centre shouldn’t be understated.

The cost of bad data: stats

‘Bad data’ perhaps sounds a little melodramatic to some, an example of anthropomorphism. But the fact is that customer data is indeed about people, and if that data is incorrect, your business cannot even hope for success.

‘Data is the new oil’, as we keeping hearing, and in a phrase I am taking complete credit for here, ‘oil needs to cleaned before it becomes petrol or kerosene’. (Strictly speaking, oil is fractionally distilled, but you get the point).

New research from Experian Data Quality shows that inaccurate data has a direct impact on the bottom line of 88% of companies, with the average company losing 12% of its revenue.

This loss of revenue comes from wasted marketing spend, wasted resources, and wasted staff time. In this post I’ll highlight some more surprising stats from the study.

How can travel operators provide a first-class digital customer experience?

Online holiday bookings at a record high. According to the latest ITB World Travel Trends Report, 65% of all holidays are now booked online, compared to just 24% that are booked via travel agencies.

Mobile travel bookings are also on the rise, with one in five UK holiday-makers now booking holidays using a mobile device, according to a recent survey by Tradedoubler Insight Unit.

As competition moves from the high street to digital channels, it’s now more important than ever for online travel operators to ensure customers have the best possible experience across all channels.

Broken links, payment problems, poor navigation and a lack of information can force customers to competitors’ sites, ultimately losing business. To avoid this, online travel operators need to take action fast.

Ecommerce in 2013: have online retailers finally figured out mobile?

It’s been another busy year for ecommerce, with one of the key themes being the widespread adoption of responsive design

But have retailers finally gotten to grips with mobile, or is there still much to be done? I lean towards the latter as, though some brands provide an excellent mobile experience, many are still woeful.

I’ve asked our ecommerce experts, agency and client-side, for their views… 

Brands face up to key mobile optimisation decisions

Ahead of the Apple App Store’s fifth birthday next month, some brands are beginning to seriously weigh up the benefits of investing in a dedicated app versus optimising their existing sites for mobile.

Choosing the most viable mobile strategy is now a major element in most businesses’ plans, and this is the key message emerging from the Mobile Experience Trends Briefing, which we recently launched with Econsultancy.

Mobile marketing is on the move

Capitalising on 2012’s success, mobile commerce is finally reaching its stride, and all the signs suggest that 2013 is a banner year for mobile.

Data shows that more and more consumers shop and buy through their mobile devices. In fact, a quick recap of 2012 shows that online shopping reached an all-time high during the 2012 Christmas period, with 30% growth on Cyber Monday alone. Sales soared and consumers flocked to their tablets, smartphones, and other mobile devices to make purchases.

What this also asserts is that marketers, ecommerce executives and retailers must examine the customer experience and eliminate customer pain points that block successful conversions for the retailer.

If a customer voices issues with mobile transactions, retailers must identify the issue and why it causes customers to react negatively, then they must resolve the issue immediately.