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Article

Vodafone Italy used machine learning algorithms to interrogate the vast volumes of data generated by its 20 million customers in order to offer personalised propositions to them.

News

BIRMINGHAM: Every business makes mistakes occasionally but for an e-commerce company these can provide a unique opportunity to build customer relationships, the chairman of Brand Alley believes.

News

CAMBRIDGE, MA: In the not too distant future, consumers will rely to a significant extent on AI assistants, with brands having to shift their efforts from building consumer relationships to optimizing their positions on AI platforms, according to ...

News

CHICAGO: Walgreens, the drugstore chain, is seeking to become the “most-loved” player in its category, with an emphasis on enhancing its business and driving customer loyalty.

News

NEW YORK: When it comes to engaging consumers effectively, retailers are too focused on transactional metrics, such as convenience and price, and should recognise the importance of personalised experiences and social influencers.

Article

Brand Alley, the online retailer, approaches the issue of customer centricity from three different angles in order to deliver an effective experience to its members.

News

SINGAPORE: Online shoppers in Asia are the least satisfied with all aspects of their shopping experience, compared to shoppers in other regions, according to new research.

Article

Explores the importance of customer experience in creating long-term sustainable success for organisations and how to systematically deliver an experience that is valuable for the customer and the business.

Opinion

With the disruptions of Amazon and other platform companies, marketing is shifting away from communications and advertising, and toward the design of experience.

News

PALM DESERT, CA: Brands must adapt to a marketing universe where “data-enriched value” from direct consumer relationships becomes a key element of the strategic mix, according to Randall Rothenberg, President/CEO of the Interactive ...

Research Paper

Building on source-credibility theory, the authors tested a structural model for advertisers and scholars to explain brand outcomes of celebrity endorsement.

Article

"Direct" brands, which sell products directly to consumers, are transforming various product categories and threaten to undermine the status of traditional market leaders.

News

PALM DESERT, CA: Glossier, the beauty company, believes that its “community-first” ethos has been vital to building meaningful bonds with consumers and spreading impactful word of mouth.

Article

Glossier, the cosmetics brand, believes that digital technologies are transforming the beauty industry in a variety of powerful ways.

News

SYDNEY: Brands must strike the right balance between utility, purpose and customer centricity in chatbot development to avoid being a flash in the pan, according to agency experts.

Opinion

Fintech companies don’t have the luxury of a legacy and big name to ensure trust, making this one of these firms’ main focus.

Article

The price war has forced airlines to re-evaluate and re-imagine the customer experience – before, during and after the flight – to differentiate themselves from the competition.

Article

Work carried out for multiple global brands suggests a number of factors contribute to a bad consumer experience online, with a few common themes that continue to frustrate customers.

Article

Research on the subject shows that 63% of people in the UK have stopped doing business with a brand because of a poor customer service experience, with 97% saying good service is either somewhat or very important.

Article

Chatbots are getting a lot of industry buzz – but brands must strike the right balance between utility, purpose and customer centricity in chatbot development to avoid being a flash in the pan.

Article

Avnet, a global distributor of electronic components and solutions, has found that chatbots can serve a variety of purposes for business-to-business brands.

Article

The proliferation of advances in technology and communication have led to the formation of "big data" research and the argument that big data will be effective in connecting consumer to practitioners.

News

BOSTON: Online consumer reviews inevitably include some that are negative and potentially damaging to a brand’s reputation, but new research has found that a swift response from management can actually boost average online ratings.

Opinion

In the face of less and less valuable online ads that struggle to deliver value to both brands and publishers, is it time to rethink the church-state divide? Asks Jonathan Carter of Acxiom.

Article

Hilton, the hospitality company, has moved beyond demographics as it seeks to create marketing that truly resonates with consumers.