Improving the Telco Customer Journey—Strengthening Consumer Advocacy

Today, con­sumer expec­ta­tions have increased dra­mat­i­cal­ly and the pos­si­bil­i­ty to churn has nev­er been so great. Hav­ing strong, reli­able advo­cates of the ser­vice you pro­vide is more pow­er­ful than the mil­lions of pounds spent chas­ing replace­ments for those you lose. … Read more

An Important Reason for Retailers to Focus on Cross-channel Marketing

Retail mar­keters are focus­ing more on cross-chan­nel mar­ket­ing than ever before, espe­cial­ly mobile chan­nels. They are look­ing to opti­mise offers, per­son­alise mes­sag­ing, and pro­vide con­tex­tu­al con­tent through mul­ti­ple chan­nels. There is an impor­tant rea­son for mar­keters to take a cross-chan­nel … Read more

RCS MediaGroup: Understanding audiences, raising revenues

In today’s crowd­ed and unpre­dictable media land­scape, con­sumers are rely­ing even more on media brands they trust, such as RCS Medi­a­Group. The inter­na­tion­al media com­pa­ny is the long­time pub­lish­er of some of the most wide­ly read news­pa­pers in Spain and … Read more

Franke Group: A Remodeler’s Dream

In remod­el­ing, there’s often the vision and then the reality—with home­own­ers, con­trac­tors and oth­ers all hop­ing both worlds come togeth­er. Franke, a lead­ing provider of prod­ucts and solu­tions for home kitchens and bath­rooms, under­stands this first­hand and has intro­duced ground­break­ing … Read more

Improving the Telco Customer Journey: Addressing Resolution

Con­sumers today want their prob­lems addressed and rec­ti­fied imme­di­ate­ly. They expect you to han­dle issues in real time, as they arise. If you can­not, they have no prob­lem tak­ing their busi­ness else­where. In the Telecom­mu­ni­ca­tions indus­try, first-con­­tact res­o­lu­tion has nev­er … Read more

The Financial Services Industry: Push Toward Digital Maturity

The finan­cial ser­vices indus­try (FSI) has been slow­er than oth­ers to adopt dig­i­tal, with almost two-thirds of FSI mar­keters not yet beyond the emer­gent stage of dig­i­tal matu­ri­ty. For the most part, FSI mar­keters see the val­ue of invest­ing in … Read more

How to Determine Digital Signage ROI

Our cus­tomers increas­ing­ly use dig­i­tal sig­nage when shop­ping in stores. This boom isn’t new, but it is linked to a glob­al strat­e­gy to put an empha­sis on dig­i­tal. Ulti­mate­ly, the goal of dig­i­tal sig­nage is to pro­vide con­tent and offers … Read more

Two Ways the Auto Industry Is Wasting Money

The inabil­i­ty of auto­mo­tive OEMs to suc­cess­ful­ly imple­ment mod­ern dig­i­tal mar­ket­ing is caus­ing a mas­sive amount of wast­ed resources and cap­i­tal that should be focused on bet­ter tar­get­ing of cus­tomers and ven­dor enable­ment over the entire cus­tomer life­time. It’s sur­pris­ing … Read more

The Journey to Customer Centricity

Cus­tomer cen­tric­i­ty is a pri­or­i­ty for today’s mar­keters, but the chal­lenges it presents can dif­fer from com­pa­ny to com­pa­ny. Some com­mon threads for the most suc­cess­ful mar­keters, how­ev­er, involve ana­lyz­ing data and using insights from this analy­sis to shape the … Read more

The Heist: HANDS UP…for a great customer experience

Cus­tomer expe­ri­ence has become the key dif­fer­en­tia­tor between brands. Cus­tomers have increas­ing­ly high­er expec­ta­tions of how they engage with their favourite brands, and com­pa­nies must deliv­er excep­tion­al expe­ri­ences or risk los­ing them to com­peti­tors. Being per­son­al and con­sis­tent is key: … Read more