Without effective identity management, there is no ‘People Based Marketing’. In fact, identity management is the foundational component of concepts like...
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’.
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...
How can you ensure that your community platform is successful and thriving? The answer is simple – use the power of reputation.
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...
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.
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...
Despite numerous articles and opinion pieces promoting the need for brands to adopt customer-centric commerce, the business realities and commercial pressures...
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...
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...
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...
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.
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...
Spring is just around the corner. Along with flowers and warmer weather, spring brings a fresh season of marketing conferences. Do you know which ones you will...
Spring is just around the corner. Along with flowers and warmer weather, spring brings a fresh season of marketing conferences. Do you know which ones you will be attending this year? Whether you are looking for better ways to manage the full lifecycle of your B2C customers or you want to nurture B2B clients from first impression to customer advocacy, you won’t want to miss what Modern Customer Experience 2018 (ModernCX) has to offer. Registration page here. This will be our...
Spring is just around the corner. Along with flowers and warmer weather, spring brings a fresh season of marketing conferences. Do you know which ones you will be attending this year? Whether you are...
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...
