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Article

Retailers attempting to keep up with the changing habits of shoppers face a new challenge in the shape of Gen Z, the first truly mobile-first generation.

Article

Land O’Lakes, the food and agriculture company, has enhanced connections with various audiences by helping change perceptions and embracing brand purpose.

Case Study

UNIQLO, a clothing brand, changed its global strategy and repositioned its brand as clothing made for all in order to have a successful opening weekend for its new store in Toronto.

Article

This Company Profile from Euromonitor provides key details and analysis of H&M Hennes & Mauritz, the owner of brands such as H&M, COS, and & Other Stories.

Research Paper

This study builds on entertainment and transportation theories and empirically tests a model that incorporates the effects of entertainment motives and attitudes.

News

NEW YORK: Agencies must take active steps to counter biases and prejudice in the industry, according to Keesha Jean-Baptiste, the SVP/Talent Engagement and Inclusion at the 4A’s (American Association of Advertising Agencies).

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

The 4A’s (American Association of Advertising Agencies) is taking active steps to counter prejudice and bias within the agency sector, an effort spearheaded by its “Enlightened Workplace Certification” program.

Article

No amount of smart advertising can make up for a bad brand experience as far as a customer is concerned and customer expectations are growing faster than ever.

Article

Both the Net Promoter Score and Customer Satisfaction Score have become linked with measuring customer experience and this article offers up a new measurement, with Experience Quality Measurement.

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

People talk about customer experience as if it’s a physical thing like an event or a moment, but work involving three high-profile consumer brands shows it is more about understanding the emotions around that experience.

Article

The agency sector is not immune to the problems of bias, prejudice and discrimination that have rapidly come to a head in many industries, and should strive to tackle these issues in a comprehensive way.

Article

Many organisations jumped on the customer experience bandwagon without a comprehensive understanding of what a customer experience is and as a result, don’t know what it takes to improve a customer experience, let alone how to take it to the next level.

Article

A proliferation of customer-supplier touchpoints and social technologies allowing consumers to make their voices heard offer huge amounts of potential data about those consumers to enable businesses to optimise their customer experiences.

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

Today’s marketing leaders must manage customer touchpoints across multiple channels, life-cycle stages and product lines and they must do so while meeting increasing customer demands for real-time, customised communication.

Article

Millennials, with their avocados and their poverty, have set the example of what not to do for the next generation: Generation Z, born after 1996, is not only mature in its attitude to technology, but exhibits nuanced ideas about identity and politics.

Article

Museums are changing their thinking around customer experience, adapting to new considerations of mood, moment, and context.

News

LONDON: Western brands need to update stereotyped views of Russia and some core assumptions about football, its viewers, and what the sport means ahead of the 2018 FIFA World Cup.

Article

Marketing around the Russia World Cup requires brands to understand both the position of the host country and the changing behaviours and culture around football.

Case Study

Cornerstone, the subscription-only male grooming brand, became the largest brand of its category in the UK through a strong and meaningful design.

Article

Explores how Tide is continuing its strong heritage when it comes to the Super Bowl, by looking at its 2018 offering, 'It's A Tide Ad'.

News

SAN FRANCISCO: Social media and tech companies are coming under scrutiny as never before, and now some of Silicon Valley’s leading figures are launching an initiative to warn of the dangers of addictive tech, especially for children.

News

ORLANDO, FL: Brands seeking to draw on authenticity in attracting consumers should consider everything from their history and manufacturing locations through to whether they are “hedonic” or “utilitarian” in nature.