Customer

Infographic displaying results from the Multichannel Customer Experience Report – Consumer Survey.

Customers’ were asked to rate the most important areas that companies should focus on in order to provide them the best customer experience in the banking, gaming, mobile phone, retail and travel sectors.

London, UK, 5th November 2010

Customer preference for multi-channel customer experience is transforming big business in the UK

British businesses struggle in quest for “holy grail of single customer view”, as the number of brand touch-points on a customer’s journey continue to grow

More than two-thirds (69%) of UK businesses are just beginning to develop a multi-channel customer experience strategy, despite the increasing number of online and offline touch-points in a customer journey, according to research published today by Econsultancy and Foviance. Read more…

This article, written by Neil Mason, was originally published on Clickz.com on 11/10/10 and is republished here with permission.

Fragmentation, optimisation and integration. Those were the themes that stood out for me at last week’s Emetrics Marketing Optimization Summit in Washington DC. First of all I was reminded that “web analytics” is not was it used to be, it’s an increasingly complex space. Secondly, I was shown some great evidence about what’s really required to be an optimisation orientated organisation and finally we’re beginning to see some case studies from organisations that have made the investment in multi-channel data and the benefits they’re accruing from that. Read more…

This article, written by Neil Mason, was originally published on Clickz.com on 13/08/10 and is republished here with permission.

I don’t know whether the number is right or not but a while back I heard that sophisticated marketing companies such as the world’s leading brands spent about 10% of their marketing budget on research and measurement. Irrespective whether the number is accurate or not, it’s a good benchmark I think – 10% feels about right. Read more…

The mobile advertising market is growing rapidly, presenting fresh challenges for any brands wishing to get their messages in front of this important new target audience.

According to recent figures from the Internet Advertising Bureau (IAB), the trade body for digital marketing, the total spend on mobile phone advertising in 2009 rocketed by 32 percent year-on-year to a new high of £37.6 million – and all that despite an overall contraction in the advertising sector in 2009. Read more…

I have a friend Luke, who is a big gambler, big to me anyway as he’s happy to squander more than a month’s worth of wages over a weekend on horses, football and whatever else is happening at the time. He’s an alpha male, he’s loud, he can down a few pints and he enjoys life.

So when I think about my world of marketing, brand and user experience, I often look at him and consider that he is somewhat absolved from the matter, almost that he is not capable of being understood as an individual or won over as a customer on the grounds of such squandering. Read more…

National Complaints Day: The need for ‘honest listening’, re-inventing corporations and Club Penguin…

Today, apart from being Friday 13th, is also National Complaints Day. Research conducted by ComplaintCommunity suggests that over the course of today more than one and a half million complaints will be lodged across the UK.

Against this backdrop, I was fortunate enough to bring together a variety of people from the public sector, retail, financial services, customer experience and social media monitoring to discuss the impact of social media on complaints specifically, and customer service more generally. Read more…

At the Annual Online Bingo Summit and Awards on 8-9 June 2010, Foviance took the stage with a rather unique panel that roused the audience and gave great insight into their customers.

The Summit, now in its fifth year, is the place where operators, game developers and providers come together to learn, debate and discuss all things bingo. It’s a great event with some fantastic speakers, panel debates and networking opportunities. Read more…