Experience Management

Marketing Meets KonMari: Sparking Joy Amidst Information Silos and Tool Tangles

TV show host Marie Kondo is hard not to like. As the planet’s foremost tidying expert, she gracefully applies her KonMari Method to rid lives of clutter and create happier existences from clarity. When it comes to technology, marketing and digital companies could use her. Today, there are thousands of marketing solutions, and at times, any agency, web dev or design shop can feel as if they own them all.

This, in the words of Ms. Kondo, does not “spark joy.”

Twitter and Facebook worst channels for retail customer experience, finds research by Eptica

Study shows fashion and food retailers focus customer service efforts on the web

Reading, UK, 22 May 2019 – Retailers are neglecting social media when it comes to customer service, and are not listening to consumers to drive customer experience improvements, according to the 2019 Eptica Digital Trust Study.

What an ideal Reputation Management Software looks like

Reputation management is becoming more important now than ever before. The easy access to social media as a communication tool and vehicle to share opinions make it straightforward for customers to give their feedback.

90% of consumers agree that positive reviews influence their purchasing decision according to a survey by Marketing Land. While this is good news in one way, it is also bad in several ways. One negative review of your product or service can quickly tarnish your image as a business. 

Boye 19 Brooklyn: The Digital Leadership Conference

It has been a couple years since I personally promoted a conference through my websites and perhaps even longer since I've attended a conference. This was not an intentional decision by me but simply a recognition that in the past couple years I didn't find a conference I found worthy to promote. After awhile talks covering topics such as content management, digital strategy, and collaboration become noise so over time my interest in conferences waned. Then all that changed last week when Janus Boye contacted me to remind me that's he's rebooted his company and bringing his conference back to the USA.

Facebook and web lead the way for UK customer experience - email and Twitter lag behind Real Wire Thu, 03/21/2019 - 08:42

Reading, UK, 21 March 2019 – UK brands are undermining consumer trust and risking revenues by failing to deliver consistent, multichannel customer service, according to the 2019 Eptica Digital Trust Study.

While brands answered 69% of all routine queries via the web, email, Facebook and Twitter, this masked wide gaps between different brands, sectors and channels. For example, a bank took 8 days to respond to an email. One fashion retailer answered a tweet about ethical sourcing policies in 17 minutes, yet another took 50 hours.

Ecommerce and digital marketing companies battle for the digital consumer in ‘an Amazon world’

London, UK – 28 February 2019. The latest E-Commerce and Digital Marketing M&A Market Reports from international technology mergers and acquisitions adviser, Hampleton Partners, reveal that 2018 recorded a $20 billion increase in disclosed e-commerce M&A value compared to 2017, boosted by mega-deals such as Walmart’s ambitious $16 billion purchase of Flipkart and Adobe’s acquisition of Marketo for $4.75 billion.

How to Improve Your Company's Customer Experience Strategy in 2019

In many ways, customer experience is what sets good and successive businesses apart from the rest, and there is a simple explanation for this. People have become extremely picky. This is quite understandable when taking into account the wide range of choices we have regarding most things in today's world. Because of this, if there is even just one thing that makes your customers’ experience less enjoyable, they are bound to jump ship. And of course, fewer customers means less profit and growth in the long run. This is why having a customer experience strategy that is in top shape is a must, and here are some of the best ways to make sure of it in 2019.

4 Franchise Development Efforts that Increase Qualified Leads

Many franchisees heavily rely on existing brand reputation that comes with every established business in order to appeal to their target audience. The support and training that come with running such a business model also help generate the right traction for your branch, which often leads franchisees to a standstill when it comes to delivering new, advanced lead generation methods. It’s commendable that a franchisees along with franchisers work together to maintain brand consistency across the board while they keep appealing to the right audience – but innovation is still needed in order to increase the quality of those leads.

Qubit Data and Consumer Survey Reveal US Holiday Shopping Peak Periods are Getting Longer Each Year

New York – December 13, 2018 -- Qubit, a leader in marketing personalization technology, today announced findings from its platform data on consumer holiday shopping behavior, along with a new consumer survey. Qubit analyzed internal data from 10 days prior to Black Friday through Cyber Monday over the past three years. The 2018 data shows how consumer online shopping habits are changing. 

Qubit surveyed 417 U.S. residents just before the Black Friday weekend to obtain consumer insight and perceptions about the holiday shopping season. 

New Study: Mobile Phones Are Driving 56% of Festive Online Fashion Sales

Consumers are growing more comfortable buying fashion items on their phones reveals new Black Friday and Cyber Monday data from AI-powered retail personalisation platform, Nosto. And for fashion retailers, Black Friday and Cyber Monday 2018 were 36% bigger than last year.

Nosto’s analysis of millions of visits to fashion sites globally suggests mobile accounted for 71% of traffic and 56% of sales revenue (up from 64% of traffic and 50% of sales revenue in 2017) on the two holiday shopping days. Conversion rates are also up on mobile phones from 1.98% last year to 2.28% in 2018.