Category: Cross Channel Marketing

Why Inconsistent Messaging is Undermining Customer Experience

Why Inconsistent Messaging is Undermining Customer Experience

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This article is part of our series on customer experience where we focus on topics relating to connecting data, intelligence and experiences. Further reading: Silo Busting is Essential to Delivering Personalized Experiences. Delivering exceptional customer experiences has quickly become table stakes for marketers. Too often, though, these experiences are undermined by inconsistent messaging and opportunities go […]

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chatbot

chatbot

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Most likely you have already interacted with an online chatbot or automated phone system for getting product information or resolving a support issue. The majority of these systems use artificial intelligence (AI) technologies to understand your questions and predict what you are looking for to provide you with accurate and useful information in a user-friendly […]

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Switching Economy

Switching Economy

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In a world increasingly defined by instant-gratification, the demand for positive and direct shopping experiences has risen exponentially. Today’s always-on customers are drawn to the most convenient products and services available. As a result, we are witnessing higher customer switching rates, with consumers focusing more on convenience than on branding, reputation, or even on price.   In this switching economy – where information and services are always just a click away –  we tend to reach for what suits our […]

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Social copyright

Social copyright

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In the analog era, it was so much easier to apply and enforce copyright law. You could tell if someone else was copying your work, and you could have immediate remedy (i.e. a lawsuit). That’s because, in the analog era, the platforms for content creation were limited to only the biggest media companies and the biggest publishers. […]

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Data silos

Data silos

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This article part of our series on customer experience where we focus on topics relating to connecting data, intelligence and experiences. Further reading: Segmentation Must Be Connected to the Data and Technology Stack. Digital technologies have dramatically improved the experiences of consumers, making it much easier for them to find what they want and to be provided […]

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1:1 email

1:1 email

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By Kristen Dunleavy, senior content marketing manager at Movable Ink Email has long been the workhorse of digital marketing. It is the most natural channel to deliver on the promise of personalized digital experiences. Email allows for a direct and intimate 1:1 relationship between a brand and its customer. In fact, 74% of marketers say […]

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Why putting the business focus on experience pays off

Why putting the business focus on experience pays off

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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 […]

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3 steps to defining customer experience

3 steps to defining customer experience

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2017 was the year that brands truly embraced ‘experience’, with Customer Experience, User Experience and even Brand Experience all becoming common terms within both the marketing and tech industries. With so many different forms of experience, it’s easy to wonder whether marketers and brands really know the difference between them? How can they, when so […]

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