Most brands understand that purchasing decisions are based more on how people feel rather than logic. According to Forrester, a customer’s emotional reaction to an experience impacts loyalty greater than the ease and efficiency of their interaction. But how do you measure how customers feel ? And what impact does this have on loyalty and …
Buyer or customer personas are a great tool to develop a profound understanding of your customers and the factors that influence their buying decisions. Personas are essential in creating engaging content and customer experiences. There are, however, a number of pitfalls the unwary marketer or CX professional can easily fall into. Hubspot defines a buyer …
Worldwide spending on CEM and CRM applications grew 15.6% to reach $48.2 billion in 2018, according to research from Gartner. Worldwide enterprise application software revenue totalled more than $193.6 billion in 2018. CRM made up almost a quarter of that revenue. Roughly 72.9% of CRM spending was on software as a service (SaaS) in 2018, …
CX transformation projects can take years and cost millions of dollars. Though the potential benefits are enormous, CEOs can come under immense pressure to justify the costs. According to the Forrester CX Index 2018, little progress has been made in the last few years – brands simply aren’t doing enough to innovate and differentiate themselves …
Australian retailers are investing in mobile technology to improve instore experiences for customers. According to recent research from VDC Research, commissioned by SOTI inc, 34% of retailers are investing in new technology to increase sales and productivity. However, many retailers are failing to realise the full benefits of their investments. “Many retailers are deploying new …
By analysing employee data, in a similar manner to how they assess sales and marketing data, organisations can significantly improve business performance while reducing recruitment and hiring costs. It’s a challenge for organisations to leverage this data. But the rewards promise to be substantial. Organisations are looking for the ability to make better talent decisions …
Customer expectations are outstripping the capabilities of companies to meet them. The problem, according to a range of recent research and opinion, is the lack of investment in digital business models that enhance operational capabilities while creating value for customers. Companies that don’t fully embrace digital transformation will be fighting an uphill battle to keep customers satisfied.
Marketing has stepped up to take a greater role in leading CX initiatives across the enterprise, according to recent research from Salesforce. Though CX encompasses much more than marketing, marketers have a unique perspective of customer needs, behaviours, and challenges. Hopefully, greater alignment between all enterprise departments will erode the silos that are minimising the …
Marketers are now producing more content than ever before. They have their blogs and social media channels pumping out press releases, articles and posts on a weekly, daily and in some cases hourly basis. Too much of it is generating noise rather than compelling content that drives customer engagement and improves the brand experience. The …
A new report from Boston Retail Group in the US claims that retail customers want highly personalised experiences whether that’s online, via their mobile phone or in the physical outlet. To deliver these experiences the retail sector is planning to make extensive us of IoT (Internet of Things) and AR (Augmented Reality). The report found …