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Leveraging digital platforms for the greater good – beyond the 12-days of Christmas

Leveraging digital platforms for the greater good – beyond the 12-days of Christmas

15/12/2017 - 15:59
“Effective causal communications using the digital ecosystem can be powerful instruments for systemic change and brand longevity, not just in times of giving like the Festive Season”, says Deseré Orrill, Managing Director of HoneyKome and CEO of Ole! Media Group. read more
 Digital signage video walls enhance adidas' brand experience at new flagship store

Digital signage video walls enhance adidas' brand experience at new flagship store

14/12/2017 - 09:00
Moving Tactics, South Africa’s leading digital signage solutions company, recently worked with adidas to install two video walls at their new flagship store in Sandton City Shopping Centre in South Africa.  read more
Minimising the impact of disruption

Minimising the impact of disruption

13/12/2017 - 08:57
A number of SA industries have been affected by disruption. Customer experience expert Julia Ahlfeldt believes each industry could minimise the impact of it by paying attention to customer experience. read more
Shopping and paying: New consumer trends are bringing profound changes

Shopping and paying: New consumer trends are bringing profound changes

12/12/2017 - 11:49
Modern payment methods such as mobile payments are clearly influencing consumer behaviour and their impact starts to be visible in some industries. Which new payment trends are up next? How can retailers take advantage of the evolving landscape and what can they do to ensure they are not left behind as their customers embrace the new payment world? read more
How Asics offers a personalised experience to customers

How Asics offers a personalised experience to customers

07/12/2017 - 14:19
Footwear and athletic apparel retailer Asics has found a way to personalise the shopping experience for consumers by finding them products that fit perfectly in size and style. read more
4 ways retailers can boost the product discovery experience

4 ways retailers can boost the product discovery experience

07/12/2017 - 09:51
What defines the marketplace of the future?  read more
How retail marketers can shine during the holiday shopping haze

How retail marketers can shine during the holiday shopping haze

06/12/2017 - 11:07
Consumers are constantly confronted across media channels with branded messages. The volume of information is overwhelming, leaving many to disregard those messages or even view them with outright disdain. For email marketers, in particular, message overload threatens to send their strategic marketing messages directly to spam. read more
Retailers, here's why you should give email marketing a second chance

Retailers, here's why you should give email marketing a second chance

05/12/2017 - 15:03
While not always receiving the attention it might deserve, email marketing's ability to reach your customers in a highly personalised manner and with an exceptional return on investment makes it a marketing tactic you should consider using more diligently. read more
The evolution of retail: Past, present and future

The evolution of retail: Past, present and future

01/12/2017 - 10:29
The retail industry is a dynamic one, always adapting to better cater to customers. For the past decade, we’ve seen a handful of updates and advancements that have propelled the industry forward. No matter how much the industry changes, the idea that “customer experience is king” will always stay the same.  read more
Why FMCG brands should target consumers with small format OOH

Why FMCG brands should target consumers with small format OOH

30/11/2017 - 11:40
When it comes to marketing FMCG products, one would presume that virtually every consumer is a target and that the brand communication is going to reach those targets across the entire demographic spectrum.  read more
Why marketers need to pay more attention to imagery

Why marketers need to pay more attention to imagery

29/11/2017 - 11:26
The internet today is a primarily visual medium. Intuitively, most marketers know this. They agonise over which photo to use to highlight their products. They eschew word-heavy sales letters in favour of visually-engaging video. They have passionately-argued opinions about the proper button colour for conversion forms. read more
Value and features drive customer satisfaction in the mobile handset industry

Value and features drive customer satisfaction in the mobile handset industry

29/11/2017 - 08:56
In handsets, customer satisfaction is driven by the discovery of new features that clients have not been aware of previously, says Prof Adré Schreuder, CEO at Consulta, the company responsible for the latest SA Customer Satisfaction Index (SAcsi) for mobile handsets. read more
Winners of the 2017 Financial Mail AdFocus Awards announced

Winners of the 2017 Financial Mail AdFocus Awards announced

23/11/2017 - 11:51
Since 1990, the Financial Mail AdFocus Awards have grown to become a much-anticipated event for South African marketing and communications industry. Today, agencies and individuals are awarded not only for their creative and marketing skills but for their all-around business acumen. read more
Attracting consumers to your start-up

Attracting consumers to your start-up

23/11/2017 - 09:23
When it comes to start-up businesses today, wannabe business owners are far too quick to give up, wanting success to happen overnight. This is the opinion of local entrepreneur, marketing expert, and the founder of Lamelle Research Laboratories, Tony De Barros, who adds that all too often entrepreneurs don’t have a clear vision about where they want to be and why they are doing it in the first place. read more
Protect your business against email borne cyberattacks this Black Friday

Protect your business against email borne cyberattacks this Black Friday

22/11/2017 - 09:23
Black Friday (24 November 2017) is marked with a flurry of online activity, which cybercriminals see as an opportunity to target victims using spear-phishing and malicious attachments harbouring ransomware. read more
Black Friday, Cyber Monday 2017 reflect growing digital evolution and appetite for seamless digital experiences

Black Friday, Cyber Monday 2017 reflect growing digital evolution and appetite for seamless digital experiences

21/11/2017 - 11:16
With digital transformation initiatives permeating everything business does, the Black Friday and Cyber Monday period this year is expected to illustrate just how far online retailers have come in embracing Availability. read more
12 Black Friday marketing ideas that cut through the noise

12 Black Friday marketing ideas that cut through the noise

21/11/2017 - 10:44
If shopping is like a sport, Black Friday is the ultimate showdown. You’d best get your Black Friday marketing strategies ready. Unfortunately, there’s a lot of noise out there when it comes to Black Friday marketing campaigns. read more
Brick-and-mortar stores aren't dead: They just need a digital makeover

Brick-and-mortar stores aren't dead: They just need a digital makeover

21/11/2017 - 08:58
2017 has been a tough year for retail. Over 300 retail companies have filed for bankruptcy since January, while others have seen increased store closings and struggles on the stock market.  read more
Lewis targets festive marketing

Lewis targets festive marketing

14/11/2017 - 13:32
Furniture retailer Lewis will ramp up its marketing to take advantage of the festive season. read more
Voice search: How could it change your customer's journey?

Voice search: How could it change your customer's journey?

14/11/2017 - 11:08
ComScore estimates that by 2020, we will be performing over 200 billion voice searches per month. As a result, we are undoubtedly going to see a vast change in human behaviour and attitudes towards digital assistants within the few years. read more
Clicks focuses on in-store digital journey

Clicks focuses on in-store digital journey

10/11/2017 - 13:18
Today’s customer expects to engage with retailers in an engaging and digitally interactive way in-store and retailers are focusing on this customer journey to develop the relationship and increase sales.  read more
Amazon adds augmented reality into its app

Amazon adds augmented reality into its app

07/11/2017 - 10:34
Amazon lets shoppers view thousands of products in 3-D, most of which are home furnishings products. read more
The power of one for online retailers

The power of one for online retailers

06/11/2017 - 10:40
When Chinese online giant, Alibaba launched Singles Day deals in 2009, who would have thought that November 11 would become one of the planet’s top 24-hour, super sale dates along with Black Friday and Cyber Monday? read more
Edcon partners with Engen for Thank U rewards programme

Edcon partners with Engen for Thank U rewards programme

03/11/2017 - 11:54
Engen has launched an exciting new partnership with Edcon’s Thank U loyalty programme. read more
Reward or no reward? That is the retailer's question

Reward or no reward? That is the retailer's question

03/11/2017 - 11:36
Do rewards programs work? Is it worth it to offer discounts to your best customers? These are crucial questions for retailers to answer, especially in a time when traditional retail is threatened by the convenience of online shopping. But the answer is a little more complicated than a simple yes or no. read more
How to turn eCommerce marketing pain points into revenue

How to turn eCommerce marketing pain points into revenue

02/11/2017 - 10:46
Consumer behaviour has changed drastically over the last several years due to the increased use and dependence on e-commerce.  read more
Kids get a grip on food security with Groweez and Pick n Pay

Kids get a grip on food security with Groweez and Pick n Pay

01/11/2017 - 09:24
The seeds of a planting revolution will be popping up at Pick n Pay stores today, when growing food gets Reel for kids with the launch of Groweez – a do-it-yourself solution for growing herbs and vegetables that teaches children about food security.  read more
Google launches new mobile payments platform

Google launches new mobile payments platform

30/10/2017 - 13:39
Google has launched its new mobile payments platform — Pay With Google — designed to simplify the purchasing process on Android devices. read more
How brand giant Unilever uses consumer-generated content

How brand giant Unilever uses consumer-generated content

27/10/2017 - 09:12
For a corporation as huge as Unilever - the firm has 400 brands and turned over €52.7 billion last year - it’s hard to imagine more customer reviews of its mayonnaise or cotton bud products making a huge difference to its bottom line. read more
Phygital: The new retail marketing playground

Phygital: The new retail marketing playground

26/10/2017 - 14:58
Physical merged with digital, that’s where the term phygital comes from. It’s a marketing and retail description, but you’ll find a world of phygital art out there too.  read more
Adaptive marketing in retail - Time to change the channel

Adaptive marketing in retail - Time to change the channel

25/10/2017 - 10:41
For decades, retail marketers have been forced to take a channel-centric approach to communicate with their customers. Why? Due to the proliferation of channels, devices, and the disconnected tools that were built to take advantage of each unique benefit that every channel and device offered. read more
The Millennial shopping fallacy that impacts CX

The Millennial shopping fallacy that impacts CX

23/10/2017 - 14:38
If you were to guess whether Millennials prefer to buy online (on their phones) or in brick-and-mortar stores, what would you guess? No Googling, either. read more
The 20 emotions that drive or destroy value in customer experience

The 20 emotions that drive or destroy value in customer experience

20/10/2017 - 08:52
Emotions are a huge part of the customer experience. Emotions drive or destroy value for a business, and often in hidden ways. Emotions influence our desire to buy or not to buy, what we choose from a company’s offerings, what we remember and share about the experience, and, perhaps most importantly, whether we will be loyal to a brand. read more
Retail with purpose in the new digital economy

Retail with purpose in the new digital economy

17/10/2017 - 15:13
What is the purpose of your business? If you are a retailer and your immediate answer is “to sell more products,” you may find times getting tougher in the months and years ahead. read more
Nespresso shifts focus from exclusivity to sustainability

Nespresso shifts focus from exclusivity to sustainability

13/10/2017 - 08:51
In an effort to shed light on its sustainability efforts, Nespresso is shifting away from its signature star-studded spots to a new ad campaign focused on the farmers and communities that are the backbone of the brand. read more
79% of South Africans using loyalty schemes

79% of South Africans using loyalty schemes

12/10/2017 - 14:30
Pharmacy and beauty retail is leading the charge when it comes to loyalty programmes in South Africa. read more
 Customer loyalty is key to a retailer’s success

Customer loyalty is key to a retailer’s success

12/10/2017 - 11:51
What is important for a retailer is repeat business. Attracting your customer back into your store and rewarding them for spending money with you. Customer loyalty ultimately builds a brand. read more
Weylandts partners with Moving Tactics to implement touch screen and audio solution

Weylandts partners with Moving Tactics to implement touch screen and audio solution

11/10/2017 - 14:45
Weylandts, one of the country’s foremost luxury furniture manufacturers, has introduced in-store touch screens and an audio solution to round out the unique Weylandts shopping experience for their customers.  read more
Do independent retailers need a marketing plan?

Do independent retailers need a marketing plan?

10/10/2017 - 17:06
Many independent retailers have never considered a marketing plan unless they had to file for an SBA loan. read more
Retailers may reach a tipping point where friction may need to be reintroduced to the customer shopping experience

Retailers may reach a tipping point where friction may need to be reintroduced to the customer shopping experience

06/10/2017 - 09:34
In the world of the technological revolution that is not restricted by many physical hurdles, the introduction of new technology invokes dramatic changes that can be brought about relatively quickly, as a result, technological trends are taking up faster than before.  read more
Embracing retail’s digital transformation - A how to guide

Embracing retail’s digital transformation - A how to guide

06/10/2017 - 08:36
We live in a digital age where consumers are increasingly relying on the Internet and mobile devices for everything from paying bills to entertainment. read more
Curing the epidemic of retail bankruptcy: X-data

Curing the epidemic of retail bankruptcy: X-data

04/10/2017 - 13:39
Drastic changes have occurred in retail this year. In just six months, over 300 retailers have filed for bankruptcy, including Gymboree, Gander Mountain, Radioshack, rue21, Payless and Gordman Stores. And the future appears uncertain for a number of others.  read more
Have B2B companies lost control of the customer experience?

Have B2B companies lost control of the customer experience?

04/10/2017 - 09:39
B2B companies know that it is harder than ever to influence customer experience (CX) in the digital age. An influx of channels, easy access to information and influencers, and an increasing desire for personalised, consumer-like experiences has blurred traditional purchasing paths and empowered B2B customers to independently make buying decisions before engaging with company representatives. read more
The seven deadly sins of the CX transformation journey

The seven deadly sins of the CX transformation journey

03/10/2017 - 13:50
Customer experience (CX) has emerged as something of a panacea for businesses. And for good reason. When done well, it creates value, reduces costs, and improves both customer and employee satisfaction. read more
Amarula removes elephant from logo

Amarula removes elephant from logo

03/10/2017 - 13:32
Amarula has removed the elephant in their logo as part of raising awareness against ivory trade and saving the vulnerable African elephant from extinction. read more
8 Mistakes to avoid to master personalisation

8 Mistakes to avoid to master personalisation

03/10/2017 - 11:47
Why do so many retail websites still fail to establish a personal relationship with their shoppers? Clearly, something is holding marketers back from delivering the relevant, timely, highly-personalised web experiences that shoppers really want. read more
The brains behind supermarket gimmicks

The brains behind supermarket gimmicks

02/10/2017 - 10:45
Discovery is a great example of a company that has gamified healthy behaviour. But why do other firms get it so wrong? read more
Gen Z wants more in-store tech

Gen Z wants more in-store tech

27/09/2017 - 10:36
Gen Zers are eager to experience in-store tech while they shop, with 39% hoping "just walk out" technology will be implemented within the next 12 months and 44% hoping AR and VR come to fruition during that same period, according to a study by payments platform Adyen. read more
3 Ways to drive sky high retention rates

3 Ways to drive sky high retention rates

27/09/2017 - 08:32
With the excessive increase in marketing content blasted out to consumers on a daily basis, it’s often a challenge for retailers to create new, organic and compelling messages that will grab a consumer’s attention. Even when brands are successful in appealing to a consumer’s interest, they still face the challenge of retaining loyal customers at a high level.  read more
Body Shop and Urban Airship turn mobile wallets into brand and social engagement tool

Body Shop and Urban Airship turn mobile wallets into brand and social engagement tool

26/09/2017 - 14:56
Mobile wallets remain underappreciated and underutilised by retailers. Mobile wallet passes are more lightweight than full-blown retail apps, are more likely to be downloaded and can deliver some of the same marketing functionality, such as location-based notifications. read more
A retailer's guide to driving modern customer experiences

A retailer's guide to driving modern customer experiences

26/09/2017 - 09:50
The growth of the digitally connected world should be great news for the tech-savvy retailer. No longer are the days where customer interactions are limited to the physical confines of brick-and-mortar stores; digital sources like mobile apps, websites, social media platforms, and email subscriptions enable retailers to reach consumers at multiple touch points and opens the door to a new world of ultimate, tailored customer experiences. read more
The psychology of customer experience

The psychology of customer experience

20/09/2017 - 09:37
Being able to reliably analyse and understand the experiences of your customers is not a simple proposition. In every interaction, a number of factors come into play and the finest of margins can decide whether a customer has a positive or negative experience. read more
Marketers fear data quality is hurting digital ads

Marketers fear data quality is hurting digital ads

19/09/2017 - 16:08
Relevant, personalised messages are key to driving engagement, yet the quality of sourced data is negatively impacting results. read more
Contextual commerce: Engaging shoppers on their terms

Contextual commerce: Engaging shoppers on their terms

18/09/2017 - 11:42
We’re living in the age of the customer. Retailers recognise the need to enable consumers to shop on their terms — however they want, wherever they are.  read more
A shopper marketing conundrum: Providing a personalised mobile experience at scale

A shopper marketing conundrum: Providing a personalised mobile experience at scale

12/09/2017 - 14:29
As marketers, we've heard it before and we'll hear it again: successful marketing is all about delivering the right ads to the right person at the right time. In the retail environment, especially, delivering the right ads on the right platform plays a crucial role in positively influencing a customer's overall shopping experience, which can drastically differ depending on the location.  read more
Reebok launches shoppable social media

Reebok launches shoppable social media

11/09/2017 - 16:21
Reebok has made its Instagram account shoppable. The fitness brand shares images of people working out on its Instagram page, rather than simple product shots, and it wanted to ensure customers could identify and shop each of the items featured in an Instagram post. read more
Top 5 Strategies for selling to Millennials

Top 5 Strategies for selling to Millennials

11/09/2017 - 10:34
Capturing and keeping the attention of Millennial shoppers is the holy grail of brands and retailers these days. At 80 million strong, Millennials represent one-quarter of the nation’s population and starting this year, they will spend more than $200 billion annually, estimates Ad Age.  read more
Customer success vs customer support - What's the difference?

Customer success vs customer support - What's the difference?

08/09/2017 - 13:20
Back in the day, things seemed a lot simpler. There were the customer service, accounting, and sales departments. No one could dispute the difference between these departments. But with the emergence of new SaaS and software companies, customer success was born. One could make the logical deduction by looking at their wording that delivering great customer service will achieve customer success.  read more
Identity management: The missing piece of the CX puzzle?

Identity management: The missing piece of the CX puzzle?

06/09/2017 - 11:43
As the customer journey becomes more complex, entailing a growing number of touchpoints on the path to purchase, could identity management play a crucial role in ensuring that the customer experience is a seamless and satisfying one? read more
How direct mail helps your Spring retail marketing

How direct mail helps your Spring retail marketing

06/09/2017 - 11:02
Transitioning from winter to spring brings new anticipation in the retail business, as people pack up their winter woolens and gear up for spring clothing, shoes, makeup, and more.  read more
Mastering the omnichannel experience for Gen Z

Mastering the omnichannel experience for Gen Z

05/09/2017 - 14:58
It’s no secret that Generation Z consumers (aged approximately 13-21) are highly connected and digitally immersed. In response, marketers have been quick to focus all their energy on trends like video and branded filters in an attempt to cater to these digital natives through Instagram, Snapchat and other mobile apps. read more
Levi Strauss' chatbot helps jeans buyers find the right fit

Levi Strauss' chatbot helps jeans buyers find the right fit

05/09/2017 - 14:21
Levi Strauss & Co. announced an artificial intelligence-based chatbot tool called Virtual Stylist, available both via Facebook Messenger and on the Levi.com website, that helps users determine which pair of jeans is the best fit for them. read more
For good measure: Gauging a successful customer experience

For good measure: Gauging a successful customer experience

30/08/2017 - 12:49
Traditionally, customer service has always been thought of as agents sat in a call centre. If you had a problem or a question about your utility bills, or needed to check your bank account or phone tariff, you would make a call to customer services where an agent would deal with your request over the telephone. read more
5 mistakes to avoid when building a customer loyalty program

5 mistakes to avoid when building a customer loyalty program

30/08/2017 - 09:49
Nowadays it seems like every retailer has a customer loyalty program. And if you don't have a program, you have definitely thought about launching one. read more
Launching loyalty programs - The common missteps to avoid

Launching loyalty programs - The common missteps to avoid

28/08/2017 - 08:59
Launching or relaunching a loyalty program is a monumental feat for many retailers. That’s especially true for those without any history of loyalty programs — and more so, those whose loyalty investments in the past never paid off. read more
How brick-and-mortar retailers can benefit from shoppers' e-commerce habits

How brick-and-mortar retailers can benefit from shoppers' e-commerce habits

25/08/2017 - 15:39
The growth in e-commerce does not mean the death of bricks and mortar retail. read more
Mom knows best: Insights on marketing to mothers from a leading value retailer

Mom knows best: Insights on marketing to mothers from a leading value retailer

23/08/2017 - 16:30
If retailers want to truly add value to the lives of mothers, they need to forget their preconceptions of ‘what moms want’. A genuine understanding of the priorities and challenges faced by mothers within their target market is critical – and if this is not taken to heart, retailers run the risk of alienating this powerful group. read more
CEM Africa Summit highlights the growing importance of this business trend

CEM Africa Summit highlights the growing importance of this business trend

23/08/2017 - 11:21
The largest customer experience event in Africa, The Customer Experience Management (CEM) Africa Summit, now in its sixth year, educated over 500 delegates on key trends and successes while recognising leaders in this maturing field with the first CXA Awards. read more
How brick-and-mortar retailers can benefit from shoppers' e-commerce habits

How brick-and-mortar retailers can benefit from shoppers' e-commerce habits

22/08/2017 - 09:31
The growth in e-commerce does not mean the death of bricks and mortar retail. read more
Personalised experiences – The art of getting it right

Personalised experiences – The art of getting it right

21/08/2017 - 17:32
The annual CEM Africa Summit took place in Cape Town last week. The event brought together some of the greatest minds in the industry who shared their valuable knowledge and provided innovative solutions in the CX sphere, all with the common goal of improving CX across Africa.  read more
Brand loyalty is a thing of the past, says research

Brand loyalty is a thing of the past, says research

15/08/2017 - 15:56
Consumers are ditching their favourite brands in favour of speed and convenience, concluded new research from Salmon. read more
The key to mobile self-checkout success

The key to mobile self-checkout success

14/08/2017 - 15:27
Mobile self-checkout technology promises to not only streamline the physical checkout experience, but more importantly, to bring an augmented digital shopping experience to the physical store. read more
Six steps to successful monitoring of your customer service

Six steps to successful monitoring of your customer service

14/08/2017 - 11:47
In today’s competitive environment, the quality of your customer service is an increasingly important factor in nurturing positive customer loyalty.  read more
Solving the mystery of the non-buying consumer

Solving the mystery of the non-buying consumer

14/08/2017 - 11:14
With retail and mall traffic down, it's more important than ever to improve conversion metrics, but find it difficult to understand why people visit a store without buying. These "store nonpurchasers" (SNPs) represent a huge chunk of traffic to a store — accounting for up to 50 percent of visitors, according to recent ForeSee research. read more
4 key pillars of customer experience governance

4 key pillars of customer experience governance

08/08/2017 - 12:00
The era of the customer experience (CX) is well and truly here. Every aspect of your company, from your employees to the products and services you offer, are now key cogs in the CX machine. With the right structure and the right processes, this CX machine can become one of your biggest strengths that sets you apart from your competitors. read more
Nike celebrates visionary women with 'Air VaporMax' campaign

Nike celebrates visionary women with 'Air VaporMax' campaign

07/08/2017 - 16:18
Nike is celebrating a group of visionary women, the Visionairs, in its 'Air VaporMax campaign'.  read more
Common mistakes retailers make using in-store signage

Common mistakes retailers make using in-store signage

07/08/2017 - 11:40
Until LED screens become as affordable as paper, there will be a place for the humble but effective in-store sign, and retailers need to ensure their in-store signage is as effective as it can be.  read more
How is the Internet of Things affecting customer service?

How is the Internet of Things affecting customer service?

04/08/2017 - 13:25
You’ve undoubtedly heard of the Internet of Things (IoT). So what is it? According to Forbes, IoT is described as everyday objects that can be connected to the Internet and be recognised by other devices and contribute info to a database. The Internet of Things describes Internet V.2, where data is created by things. read more
How to create a customer journey map

How to create a customer journey map

01/08/2017 - 10:28
The output of the customer journey mapping process is the map itself – a practical and visual document that should be able to communicate a number of things.  read more
3 key strategies for driving loyalty enrolment

3 key strategies for driving loyalty enrolment

01/08/2017 - 09:06
Over the past several years, loyalty programs have helped countless brands to retain customers and drive sales by rewarding returning customers for their continued patronage. read more
Who owns and controls the brand experience in the digital age?

Who owns and controls the brand experience in the digital age?

28/07/2017 - 14:47
The days of companies dictating brand and customer experience while their consumers play a passive role on the sidelines have long passed. read more
Shoppers moving to mobile: Where retailers fall short with m-commerce experiences

Shoppers moving to mobile: Where retailers fall short with m-commerce experiences

21/07/2017 - 11:08
Mobile is a large and growing segment of online shopping, with data showing 62 percent of mobile users have purchased online and 42 percent of consumers use mobile as their primary access to websites.  read more
Why you need to put yourself in your customers’ shoes…or pants…or jackets

Why you need to put yourself in your customers’ shoes…or pants…or jackets

21/07/2017 - 09:29
The growing number of customer touchpoints has made creating and implementing effective marketing strategies harder than ever. In fact, Hubspot's State of Marketing 2017 shows only 61 percent of marketers believe their marketing strategy is effective. This means that 39 percent of marketers are deploying ineffective strategies. read more
Creating a productive retail store operation

Creating a productive retail store operation

20/07/2017 - 13:21
The role of the store is changing. Most consumers engage with digital at some point in the shopping journey, so when it comes to creating a retail store operation, retailers have a dual challenge to improve customer experience and increase productivity.  read more
How interactive technology just might save the brick-and-mortar experience

How interactive technology just might save the brick-and-mortar experience

20/07/2017 - 10:11
Interactivity is the new name of the game for a wide range of industries looking to better engage their customers. And where better than retail, an industry that’s fighting to keep market share against burgeoning online sales across virtually every category? read more
Bridging the reality gap with marketing automation

Bridging the reality gap with marketing automation

14/07/2017 - 13:20
Email marketing revolutionized how B2B companies do business. It’s easy, instant, and has the highest ROI of any marketing channel available. There’s a challenge, though, that many B2B businesses aren’t meeting with their email messages – translating virtual engagement into real interaction.  read more
Digitally transform for a new breed of customer

Digitally transform for a new breed of customer

14/07/2017 - 09:42
Given the exponential growth of data generated by mobile devices in the connected business landscape, organisations have no choice but to embrace digital transformation initiatives. But while technology is an important aspect of it, customer experience will be one of the most significant drivers behind this change. read more
Study: What consumers expect when they buy online, pick up in store

Study: What consumers expect when they buy online, pick up in store

13/07/2017 - 16:37
In the age of evolving consumer preferences enabled by digital technologies, customers continue demanding convenience and ease of use while shopping online.  read more
Making retail work for every generation

Making retail work for every generation

13/07/2017 - 14:16
Many retailers today seem fixated on introducing new technologies to appeal to the millennial consumer. millennials — those born between the mid-80s and 2000 — are now the largest group in the workforce and according to a recent study from Accenture, are expected to spend $1.4 trillion in the U.S. by 2020.  read more
IoT proving valuable in driving customer experience, savings and operational efficiencies

IoT proving valuable in driving customer experience, savings and operational efficiencies

12/07/2017 - 14:21
Advanced developments in Internet of Things technology is providing retailers a slew of benefits, from faster product replacement to product performance, and is increasingly being embraced by household brands to boost operational efficiencies, compliance and marketing promotion. read more
Estée Lauder combines AR with chatbots

Estée Lauder combines AR with chatbots

12/07/2017 - 09:46
Estée Lauder has created a chatbot lipstick advisor which consumers can engage with via Facebook Messenger. read more
How to avoid the traps of customer experience measurement

How to avoid the traps of customer experience measurement

11/07/2017 - 15:18
The impact of customer experience initiatives must be measured in order to justify additional investment. However, measurement approaches are often reactive and tactical, with executives investing heavily in measurement systems built on incomplete and inconsistent sets of metrics. read more
How the Internet of Things can repair the customer connection to brick and mortar

How the Internet of Things can repair the customer connection to brick and mortar

11/07/2017 - 09:20
The internet has forever altered the way we connect with each other but more interestingly, it has also changed the way we shop.  read more
The past, present and future of AI in customer experience

The past, present and future of AI in customer experience

05/07/2017 - 09:34
You can credit IBM’s Watson for creating a platform for artificial intelligence integration into a multitude of business and customer-facing applications. You can thank Facebook for all the buzz about chatbots and the gold rush of developers and venture capital creating an onslaught of bot companies. You can laud Apple’s Siri and Amazon’s Echo for implementing intelligence into everyday devices and bringing to life voice as the new user interface. read more
How to make emotional connections with service

How to make emotional connections with service

04/07/2017 - 09:18
Today customers use self-service for straightforward interactions, leaving complex issues like account closure or claims disputes for a phone conversation. read more
Fast Web performance outshines rich online experiences

Fast Web performance outshines rich online experiences

30/06/2017 - 16:36
To stand out in a highly saturated digital marketplace, retailers must deliver fast speeds that drive top-notch experiences.  read more
Retail’s future and its unified experience

Retail’s future and its unified experience

29/06/2017 - 11:21
If retailers want to stay relevant and in business, they must change their business models to be more customer-centric. Knowing what technologies are available to create the most effective shopper experience is the key to digital transformation success. read more
How to transition from reactive to proactive customer service

How to transition from reactive to proactive customer service

28/06/2017 - 16:19
Getting to a place where the majority of your customers never have to contact you for support queries is the Holy Grail of customer service and something achieved by very few customer-facing brands. read more
Google braces for EU ruling that may slow shopping ad boom

Google braces for EU ruling that may slow shopping ad boom

28/06/2017 - 09:37
Google executives will wake up on Tuesday to the largest antitrust fine in European history. Even a whopping financial penalty would do little to faze a company whose parent has more than $90 billion in cash. read more
Six steps to building a proactive customer service strategy

Six steps to building a proactive customer service strategy

26/06/2017 - 15:48
Leading-edge companies around the world are now practicing proactive customer service, where customer needs are anticipated and met, rather than simply reacting to requests for service. read more