How do American consumers rate their level of multichannel CX?
For the 5th year running, the Temkin Experience Ratings has been compiled by researching 10,000 American consumers who have interacted with almost 300 retailers in the US. This survey breaks down by industry sector, how they evaluated their CX across a range of factors including Success (how companies are meeting the needs of their customers), Effort (Customer ease and accessibility) and Emotion (personal views on the customer experience at relevant touchpoints).
The top three companies providing a positive experience included Aldi, Publix and H-E-B and 5 out of the 12 top companies were from supermarkets. Whereby, those serving low customer experience were Coventry Health Care, Fox Rent a Car, Comcast and Fujitsu.
Source: Temkin…
Understanding how your mobile strategy can improve your customer service
Most of us find it almost impossible to spend time without a smartphone or tablet close at hand. These days, to quote the famous ad for Martino Rosso, we expect to be connected and online ‘anytime, anyplace, anywhere.’
Indeed the mobile device has become not only a constant companion but also an essential tool. Witness our shopping habits. According to research organisation IMRG, around half of e-commerce sales in the UK are accounted for by mobile devices. Meanwhile, a 2014 survey by Econsultancy found that 13% of us engage in the art of 'showrooming.' Or to put it another way, we check out goods in store before buying online, using our mobile devices to compare prices and then make the purchase.
And not only do we shop on the move. These…
New DMA research shows the trends in email effectiveness - which these types of emails work for you?
We are excited to share the findings from the DMA's 'National Client Email Report 2015' which has just been published. It reinforces the effectiveness of email as one of the core digital marketing techniques and shows that email marketing is still growing in popularity and its success is derived from an integrated marketing approach, accessibility to Marketing Automation and being impacted by the rise in mobile with an email-mobile relationship, which they refer to as a 'mobile first-medium'.
Companies are seeing return from continuing to use email marketing - according to the report Email has an average return of 38:1!'
Which emails generate the most revenue?
We know intuitively that effective emails are personalised, so it's good to see an improvement in targeting practice with revenue from unsegmented emails to the whole list…
Insights and examples of how the top 500 UK and US corporates integrating social media into their corporate comms strategy
This extensive research from Investis is positioned as one of the first reports to showcase how large companies in the UK and US are using social media specifically for corporate communications. We're recommending it to readers since it provides case studies and visual examples of how these public corporates are using the 8 main social media channels (LinkedIn, Facebook, Twitter, Google+, YouTube, Flickr, Slideshare and Pinterest), for corporate communications. Companies are scored to an index and the top 100 companies are ranked, with exploratory comments on best practice tactics.
It shows that there has been a rise in the FTSE 100 companies linking their corporate websites to social media from 35% three years ago to 72% today, and a rise of US SEP 100 linked companies from 61% to 89%.
There are some interesting…
Emotional Association - Psychology For Profitable Sponsorship
Sponsorship has always proved to a lucrative and viable form of advertising. The belief that brands place in this type of advertising is huge. Research points to the global spend on sponsorship soaring to $57.5 billion this coming year[1]. So how can brand managers ensure they deliver effective sponsorship for their brands?
The answer in part and the focus of this article is known as emotional association, something which for the main part hasn’t been part of the discourse around sponsorship effectiveness until recently.
As you are reading this article, there is no doubt that thousands of brand managers across the world are assessing the usefulness of planned sponsorship deals within their companies. One of the key questions that any brand manager will ask will be around the business impact and effectiveness generated from any given sponsorship. Something that…
The value of transactional emails through dynamic content
Did you know that transactional emails are considered to be the most important by email recipients and they can boost revenue by 33%? Research by Email Monks and Avari shows how predictive dynamic content is increasing conversions in transactional email campaigns.
Their Infographic and guide explains how to optimize your email campaigns, sharing practical information for planning and delivering your personalised content based on the activity of your email recipients. Steps like embedding live social feeds in your emails or including cross- sell recommendations in your order confirmation emails can increase revenue.
You can download their Dynamic Transactional Email E-Guide (registration is required).…
The benefits of choosing a local email marketing service provider
While looking for the right email marketing service agency, try giving priority to those based in your local area since this will let you easily quickly communicate with the agency. For example, you can visit the office when you like, although the fact is, many business owners, even through working with a local email marketing service can take a great amount of time as well as resources. Whatever the issues are, always make an effort to find the right email marketing service provider.
I would like to share 5 issues to consider as you search for the perfect email marketing service, along with the benefits of choosing a local agency:
Issue 1: Consider the 'Industry' factor
Give priority to those email marketing service providers that have served in the same industry that you are in. For example, if you are in the business of selling key chains…
How are are companies managing their VOC assessment and follow-up?
It's the fourth year that the Temkin Group has delivered their benchmarking report which has researched 218 companies in the area of the 'Voice of the Customer' (VOC).
What is VOC? 'Voice of the Customer is a market research technique that produces a detailed set of customer wants and needs, organized into a hierarchical structure, and then prioritized in terms of relative importance and satisfaction with current alternatives. Voice of the Customer studies typically consist of both qualitative and quantitative research steps. They are generally conducted at the start of any new product, process, or service design initiative in order to better understand the customer's wants and needs, and as the key input for new product definition.'
The report highlights that 'Looking ahead, companies plan on focusing less on multiple-choice surveys and more on interaction history and predictive…
Research shows that still 59% of Twitter users are not receiving any response
Brands understand that social media can support their customer care programme if it's well-resourced and they have a clear strategy according to this Social Media Customer Service 101 infographic from West Interactive which focuses on Twitter customer service. It's working well for leading brands such as Nike and you may have seen Nationwide are promoting Twitter for customer support on their current TV campaign in the UK. Though how good are brands at providing a good user experience across their social media channels as '17% of consumers expect this media as a channel for responding to their customer service questions'.
Companies who are succeeding with social media as a channel for managing their customer service…
Do you know why you are disengaging your social media fans?
Social media channels give Marketers the opportunities for reach, to build a community and quality followers; Followers on Twitter, Fans on Facebook or connections on LinkedIn. This is part or our online PR strategy - though how many strategies include monitoring followers who leave?
Fractl and Buzzstream surveyed 900 social media users to find out these answers and the reasons for losing followers.
So what is motivating Social Media users to stop connecting?
The survey found that 21% unfollowed as a result of boring content, due to an overload of posts on Facebook or cluttering feeds. Less can be more...So do consider your maximum frequency by comparing it to others in your sector or run a test where you reduce frequency.
There are …
