Frank van den Driest, Steven Berkhout and Meghna Jain, WARC Best Practice, May 2017
This article examines ten drivers of successful customer-centric and insight-led organisations, with advice on how to optimise an insights strategy, and how to develop both organisational and individual insights capabilities.
SINGAPORE: In a competitive package holiday market, Virgin Holidays has managed to increase digital engagement rates and upsell by overhauling its digital customer experience, according to a top executive.
Sam Peña-Taylor, WARC Exclusive, August 2018
Monzo has built a following and a community around its product, allowing it to grow swiftly, build new and category-changing features, and attract a generation that has an uncomfortable relationship to money.
LONDON: Threads Styling is an e-commerce service without a website and without an app. The fact that is has raised $20 million in funding for its innovative, messenger-based personal stylist service, points to the future of luxury retail online.
GLOBAL: In a marketing environment where greater emphasis is being placed on customer experience, marketers need to consider adopting a measure for share of brand experience rather than continuing to rely on share of voice.
LONDON: The airline industry competes fiercely on price, but as air travel has become a commodity even budget airlines are having to rethink their customer experience as a way of differentiating the brand.
Carolina Erlich and Flynt Tuller, ESOMAR, Latin America, 2018
MetLife Argentina, a life insurance company, explains its journey to using activated marketing and business insights as a source of differentiation, and the knowledge management platform that drives it.
BEIJING/SHANGHAI: It is only two years since Alibaba founder Jack Ma coined the term ‘New Retail’ to describe a future in which online, offline and logistics would merge to create a new retailing environment, and a number of leading ...
Jamie Brighton, WARC Best Practice, January 2018
Key tips on delivering effective digital customer experiences, an area of increasing importance as customers are putting less emphasis on the products they buy from brands and more on the experience they receive.
Brands will need to take a more disciplined, proactive approach to data management in 2018, as a result of the European Union's General Data Protection Regulation (GDPR), which threatens hefty financial punishments for non-compliant companies.
Stuart Crawford-Browne, WARC Best Practice, July 2016
This article considers best practices for not only providing consumers with products but with experiences that reflect the values, interests, and benefits of the brand in a way that is relevant and engaging.