Customer Experience

  • Why banking’s ‘omnichannel’ dreams haven’t become reality

    … end of their banking portals – the parts that interact with customers. Some might say they’ve over-invested in that experiences when they should be pouring more into the middle- and back-end – the areas that actually connect with other experiences, other parts of the business and improve seemingly boring efficiencies that actually make a world…

    Digiday- 14 readers -
  • Inside USAA’s new 120-person Austin design studio

    … of the mobile channel. Many banks have invested more heavily in design in the last two years – take Chase, which opened new Manhattan headquarters for its digital team almost a year ago – but it can take years to see a real impact, Garrett said. The reality of user experience design is businesses and executives don’t experience the brand the way…

    Digiday- 15 readers -
  • InMoment Study Reveals 6 Unexpected Keys to Personalization

    … Marketers associate personalized experiences with well-targeted advertising while consumers associate their customer experience (CX) with support and purchases. In fact, 45% of consumers prioritize having a personalized experience for support interactions over those dealing with marketing Tweet This! or purchase process personalization…

    Douglas Karr/ Marketing Technology Blog- 21 readers -
  • 8 Tools to Enhance Your Customer Experience On Mobile

    … customers are accessing online content from mobile devices, so you need to get on board with the modern tools and best practices that guarantee the best customer experience. Here are eight tools you can use to heighten your patrons’ experience on mobile. Get to know what they can do before you try them for yourself. 1. ZenDesk 73% of customers want…

    Jeffbullas's Blog- 16 readers -
  • Data-driven attribution: the cure for discount code abuse?

    … or overlapping campaigns where it isn’t possible to fully measure the post-discount drop in sales, and it becomes difficult to measure what ‘normal’ performance looks like. This is illustrated in the chart below: Feast and Famine: A chart showing the effect running discount codes can have on business performance. The good news for retailers…

    Search Engine Watch- 17 readers -
  • How to minimise the interaction cost of your web forms

    … Completing a web form online takes time and effort. This effort can be minimised by structuring the form well, and giving it a flow which will make it easier for customers. Indeed, every action a user takes within checkout carries a cost. This is sometimes referred to as an ‘interaction cost’. Every interaction your user has with your…

    Graham Charlton/ Search Engine Watchin How To's- 11 readers -
  • Are you asking for too much information on web forms?

    … Long web forms can deter customers, and one way to reduce the workload is to remove unnecessary fields and questions. Your customers will understand that a certain amount of information is required – to complete a transaction, to register etc. However, it’s important to realise the drawbacks of being seen to ask too much of users. These…

    Graham Charlton/ Search Engine Watch- 10 readers -
  • Do We Still Need Brands?

    … that consumers now connect with brands on multiple channels, it is increasingly difficult for marketers and advertisers to win attention. Convenience Over Emotional Appeal These circumstances mean the services brands provide today needs to be customer-first. Companies that are most successful prioritise user experience over emotional benefit and rapid…

    Marketing Technology Blog- 15 readers -
  • The One Thing That’s Better Than Knowing Your Customers

    … Posts Tags: customer acquisition, customer behavior, customer connections, customer experience, customer journey, customer relationships, knowing your customers Posted in business relationships, business strategy, customer acquisition, Marketing Strategy, Psychology and social media | No Comments » All posts …

    {grow}in EMail- 17 readers -
  • 5 Creative Ideas for Snapchat and Instagram Stories

    … getting started: Why do you want to use Stories? How do Stories fit into your business objectives and support your marketing goals? How do Stories fit into your customer journey? How will you measure the success of your stories? What feeling do you want customers to have as a result of seeing your Stories? What actions do you want…

    Karen Amundson/ BoostBlogin Social- 15 readers -
  • Nine ways brands can improve emotional connections with customers

    … It’s not easy to convince a customer nowadays to trust your company over another, but the right emotional connection may lead to a bond with multiple benefits. Emotionally engaged customers have a higher lifetime value, as they tend to be loyal, satisfied, and ready to proceed to a new purchase. According to Harvard Business Review, emotionally…

    Search Engine Watch- 20 readers -
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