Personalised commerce drives higher ROI for retailers
Brands that prioritise personalisation across the entire customer lifecycle achieve significantly higher ROI than their counterparts, with more than a third (38%) likely to [...]
Customers
Personalisation: Modern benchmarks for modern retailers
Consumers want personalised messaging and emerging technologies have developed to deliver on this expectation and give marketers the ability to appropriately measure the [...]
2020 chatbot trends that will transform customer experience
The past decade saw extraordinary advancements in technology and increasing expectations from consumers. Technology was a key competition differentiator as businesses [...]
Recovery loops: 3 steps to better customer retention
No matter how outstanding a brand’s customer experience is, complaints are a fact of life. With this in mind, there’s a strong case to argue that introducing a recovery [...]
5 tips for turning user reviews into a hard-working business asset
For the most part, new customers will hear about your business for the first time through someone else. The growing dominance of online channels, from Facebook to Amazon and [...]
Customer service, trust and ethics: what matters to consumers now?
Economic and social uncertainty caused largely by Brexit, is having a marked impact on retail. Consumers are spending cautiously and calendar events such as Black Friday [...]
4 ways to advance your voucher code strategy
It’s a given that consumers are always looking for ways to save money. So, there’s no doubt that offering discounts can keep them happy and engaged – but today’s [...]
How organisations can ensure they stay GDPR compliant
Organisations spent an enormous amount of time, money and resource to achieve GDPR compliance in time for the May 2018 deadline. However, it is clear that preparing to meet [...]
Outfoxing the fakers: protecting consumers in an online world
Globally, online sales accounted for $2.8 billion in 2018 according to . This presents a significant opportunity for brands, but they are not the only ones who are benefiting [...]
Fasten your seatbelts, please: Why a proactive approach is essential for a great customer experience during a period of turbulence
Summer 2017 was a hard time for both airlines and their passengers, thanks to events such as the collapse of Monarch and Air Berlin and Ryanair cancelling thousands of [...]