It is no secret that travel is one of the most mature online markets in the UK. Unlike emerging industries, which are still growing and have yet to settle into...
It is no secret that travel is one of the most mature online markets in the UK. Unlike emerging industries, which are still growing and have yet to settle into regular consistent patterns, travel is now an online veteran and follows repeatable seasonal trends. While retailers were rushing around organising their Christmas marketing campaigns, the travel industry was busy preparing for its own peak. January is one of the two peaks for the travel industry where every marketing...
It is no secret that travel is one of the most mature online markets in the UK. Unlike emerging industries, which are still growing and have yet to settle into regular consistent patterns, travel is...
When is the best time to improve an existing product or service? When customers are complaining about it? When sales wane? When it has become so predictable it...
When is the best time to improve an existing product or service? When customers are complaining about it? When sales wane? When it has become so predictable it blends into the background of the industry? When analysts start writing off your company as yesterday’s news? Let’s think about this from a different angle. La Maison Troisgros is the most celebrated Michelin Three Star restaurant in the world, having held that distinction for an uninterrupted 50 years. Established in...
When is the best time to improve an existing product or service? When customers are complaining about it? When sales wane? When it has become so predictable it blends into the background of...
The measurement of customer sentiment has evolved over time. We are constantly searching for more accurate methods of understanding what customers will do in...
The measurement of customer sentiment has evolved over time. We are constantly searching for more accurate methods of understanding what customers will do in the coming days, months and years. For a long time we tracked mainly customer satisfaction (CSAT) scores, thinking that a happy customer is a long-term customer. After finding that satisfaction didn’t correlate as closely as we would like with future buying intentions, we started measuring customer loyalty. After all,...
The measurement of customer sentiment has evolved over time. We are constantly searching for more accurate methods of understanding what customers will do in the coming days, months and years. For...
If you’re a retail marketer, there’s something very gratifying about receiving a personalized, promotional email message that draws you in. Like when you got...
If you’re a retail marketer, there’s something very gratifying about receiving a personalized, promotional email message that draws you in. Like when you got that message telling you it was time to re-order your Platypus Ortho Flossers from Amazon, and lo and behold, you were about to run out! Research shows that retailers spend a lot of time thinking about how to “get more personal” with customers. Can’t you just dive in and start doing it? The answer is yes, thanks to many...
If you’re a retail marketer, there’s something very gratifying about receiving a personalized, promotional email message that draws you in. Like when you got that message telling you it was time to...
Historically, retail marketers have chased the next offer. Most analysis is focused on what will drive the next sale and not necessarily the customer’s big...
Historically, retail marketers have chased the next offer. Most analysis is focused on what will drive the next sale and not necessarily the customer’s big picture. With advances in marketing technology, marketers are now able to tap into sophisticated data sets of their customers offering insight into contextual awareness, lifetime value, customer satisfaction drivers and loyalty. It's time for marketers to pivot from the marketer focused “next best offer” approach” to the...
Historically, retail marketers have chased the next offer. Most analysis is focused on what will drive the next sale and not necessarily the customer’s big picture. With advances in...
This just in... Amazon is impacting every retailer around the world. Ok I realize this is not breaking news. Nor should it be breaking news that retailers and...
This just in... Amazon is impacting every retailer around the world. Ok I realize this is not breaking news. Nor should it be breaking news that retailers and more specifically retail marketers, need to innovate. However I'm not talking about the kind of innovation you may be thinking of. The truth is retail marketers need to embrace innovation to remain relevant in today’s market environment. This means that marketing organizations need to break down departmental silos and...
This just in... Amazon is impacting every retailer around the world. Ok I realize this is not breaking news. Nor should it be breaking news that retailers and more specifically retail marketers, need...
Back in 2014 my colleague and Forbes contributor Steve Olenski wrote a post entitled The Nine Letter Word Every Marketer Needs To Remember At All Times. The...
Back in 2014 my colleague and Forbes contributor Steve Olenski wrote a post entitled The Nine Letter Word Every Marketer Needs To Remember At All Times. The word Steve was referring to was relevance. Part of what Steve wrote is his not-so-subtle reminder what the word means and it's relevance to marketers: "In case any marketers and advertisers forgot, the word relevance is an adjective meaning having direct bearing on the matter in hand; pertinent. In marketing...
Back in 2014 my colleague and Forbes contributor Steve Olenski wrote a post entitled The Nine Letter Word Every Marketer Needs To Remember At All Times. The word Steve was referring to was relevance. ...
The retail industry is gearing up for its busiest time of year – the run-up to Christmas and the festive season. And while traditionally the busiest shopping...
The retail industry is gearing up for its busiest time of year – the run-up to Christmas and the festive season. And while traditionally the busiest shopping days have been the 27th and 28th December, the American influence in the UK has seen sales for the online retailers dramatically increase over Black Friday and Cyber Monday. In fact, PwC predicted sales over that weekend last year were due to grow by 38% to £2.9 billion. So with this vital selling period only growing in...
The retail industry is gearing up for its busiest time of year – the run-up to Christmas and the festive season. And while traditionally the busiest shopping days have been the 27th and 28th December,...
According to a study by Walker, customer experience will be the key differentiator for consumers by the year 2020. Currently, price and product are the key...
According to a study by Walker, customer experience will be the key differentiator for consumers by the year 2020. Currently, price and product are the key drivers for the decision-making process. The speed of change is rapid and companies will learn to adapt quickly or fail based on the inability to effectively compete. Long gone are the days of profiting despite touchpoints being misaligned with the core essence of the brand. Most of us have had an experience of recognizing...
According to a study by Walker, customer experience will be the key differentiator for consumers by the year 2020. Currently, price and product are the key drivers for the decision-making process....
