Personas, Journey mapping, AB testing, VoC or NPS: Which Digital Marketing Optimization techniques do you use?

Our latest research on Digital Marketing Optimization demonstrates there is a major challenge for many marketers of creating integrated strategies and communications plans with less than a fifth of businesses using a structured, continuous approach. From a customer point-of-view there is also likely to be a poor experience if their customer journeys are unclear or restricted by the inability of brands to integrate their communications and experiences.

Customer Journey Optimization

Since improving your customer journey can be one of the most effective ways to boost online leads and sales, we asked respondents which analysis techniques their businesses were using to research and improve the effectiveness of their customer journey.

Digital Marketing Optimization - What's hot?

You can see that A/B testing, customer personas and customer journey mapping have become…

The latest user experience update for online chat increases engagement with your customers on their terms

Many marketers already use this free Facebook Chat Plugin for chatting to customers on their website. But with major updates to the Plugin this week (and increased convenience for customers) resulting in a 45% increase in enquiries, there are even more reasons to consider your chat interface.

What is the Facebook Chat Plugin?

The customer-facing Facebook Chat Plugin embeds Facebook’s Messenger app into the bottom right-hand corner of your website. Customers have the option to ‘chat’ to you just as they do with all their other Facebook connections. Until now though, logged-out customers were required to log-in before they can chat.

What does the Facebook plugin guest chat update mean?

With the option…

A single bad review can have a huge impact on your business, which is why customer service is key. A customer journey map can help improve conversion

Are you facing issues while trying to provide a stellar customer experience? The onus is on the businesses to rectify this situation quickly because customer experience has been a cornerstone of business since the very beginning. However, today, the business landscape is growing increasingly competitive. Businesses are doing more than ever to get customers' attention than ever before. [si_guide_block id="86160" title="Download our Free Resource – 10 common website customer experience mistakes" description="This guide reveals examples of poor website design from different sectors which are commonly seen, but best avoided."/] Not so long ago, the need or want for a product meant we were supposed to drive miles to get to a brick and mortar store to spend hours looking for the desired product. From test driving…

Five steps that you can take to gain insight from your customer feedback and prepare for your recovery

Just as no one could have predicted this year’s events, no one knows exactly what a post-Covid world is going to look like. One thing we can be sure of, however, is that some change is on the cards. The longer this situation plays out, the more we’re all seeing shifts in consumer behaviour, product demand, customer relationships, and priorities – even the term ‘essential’ has taken on a different meaning for many of us over the past few months. Changes in your business are happening right now. It’s time to react to your consumer’s behaviour, gather all of data that will help you take the steps to recovery, and make sure your customer experience (CX) is ready and suited to this new post-Covid customer base.

1.     Evolve with your customers – find out what’s…

Chart of the Week: 87% of marketing, CX and analytics professionals say good CX is important but only 24% are performing highly at delivering it

Offering a good customer experience (CX) can increase conversion, create return customers and turn consumers into brand advocates, all of which benefit your brand. It’s no surprise then that 87% of CX, marketing and analytics professionals say that customer experience is very or extremely important to their organization. According to Pointillist’s new research, only 2% of respondents said that it is not important (with 11% saying it is somewhat important), highlighting the need to make CX a focus of your business and marketing plans over the next 12 months. [si_guide_block id="86160" title="Read our Free Resource – 10 common website customer experience mistakes" description="This guide reveals examples of poor website design from different…

In order to fix your brand’s customer experience (CX) issues, you first need to find the problematic experiences

In life as in business, having a clear vision and tactical execution maps are essential for success. Otherwise, as Lewis Carroll cleverly put it in Alice In Wonderland: ‘If you don’t know where you’re going, any road will get you there.’ When it comes to the customer experience your brand delivers, a journey map — and the data behind it — help your team discover the issues preventing your customers from having a five-star experience. Only after discovering these issues can you fix them, then watch your customer loyalty and profits grow. [si_blog_banner_cta]

What’s a customer journey map?

According to the Harvard Business Review, a customer journey map is a visualization of all of the stages a customer goes through during their experience with your brand. It starts when they initially become aware of…

Customers are more likely to return to a brand that provides good customer service, both before and after sales

Enhancing your customer experience can help you drive more growth for your business. Customers are more likely to return to a brand that provides good customer service, both before and after sales. Happy customers are a key factor in increasing the revenue for your business. A recent Adobe report indicated that the greatest opportunity to grow any business lies in improving their customer experience. Here are some of the best ways that can help you do that:

1. Know your customers

It is very important for you to be familiar with your target audience. Understanding your customers can give you insights into how to develop a strategy that enhances their buying experiences. Every customer is different and so are their needs and expectations. You need to understand the unique needs of your…

You have holes in your funnel to fill - here is how  you can fix them

A lot of marketing attention these days is given to acquiring website traffic - organic, paid and social - and many companies and agencies have done a great job at this. But, since growing revenues and creating brand advocates are the main goals of most businesses, an equal amount of your attention should be focused on converting this traffic - convincing these visitors to take the conversion actions you want them to. The metaphor I like best in this context is the leaky bucket. The bucket represents your sales funnel, and the holes represent visitors ‘leaking out’ before they should. The implication for your e-commerce business: you need to fill these holes, starting with the larger ones, as fast and as permanently as possible. But how can you…

86% of consumers are willing to pay more for a better customer experience, so exactly how do you go about offering them one?

Did you know that customer experience (CX) is surpassing price and product as the major brand differentiator? For many consumers, customer service and customer experience are seen as one in the same. However, customer service and experience differ just a bit. Service is a single touchpoint with a brand, while experience impacts all of the feelings and emotions associated with a brand. [si_guide_block id="86160" title="Download our Free Resource – 10 common website customer experience mistakes" description="This guide reveals examples of poor website design from different sectors which are commonly seen, but best avoided."/] 86% of buyers are willing to pay more for better customer experience. It was also recently found in a study by the Temkin Group that billion dollar a year companies who…

Businesses that offer better customer experiences earn between 4% and 8% more from purchases than their competitors

Modern customers don’t just want to buy a great product or subscribe for dependable service - they also want the overall purchase experience to be enjoyable and are ready to pay more for this. No wonder, businesses that offer better experiences to their customers earn between 4% and 8% above their competitors. According to McKinsey, 70% of buying experiences are based on how consumers feel they are being treated. Something as simple as saying ‘thank you’ to your customers after a purchase can improve their impression of your brand immensely. [si_guide_block id="86160" title="Download our Free Resource – 10 common website customer experience mistakes" description="This guide reveals examples of poor website design from different sectors which are commonly seen, but best avoided. "/] Of course, when customers feel special or cared for,…