Without effective identity management, there is no ‘People Based Marketing’. In fact, identity management is the foundational component of concepts like cross-device identification, multi and omnichannel marketing, and the all-important ‘Single Customer View’.
CX is not the latest buzz word. It’s determining customer loyalty, influencing churn and ultimately has an impact on revenue and profits.To be successful, CX should be Consistent, Useful, Personalised and Delightful.
Despite numerous articles and opinion pieces promoting the need for brands to adopt customer-centric commerce, the business realities and commercial pressures placed on retailers still mean that many are taking a purely conversion-centric approach. As more brands make the shift into the digital space, it’s important to prevent tunnel vision when it comes to customer conversion and instead, find a balance between outcomes and customer experiences and help business to recognise...
Extending the life of your customers is vital in today's hypercompetitive business environment where your customers have plenty of alternatives and the cost of switching is so low. Examine your customer base and understand the steps you should take to sustain them. Don't let your silent majority grow unnecessarily.