customer experience

coffee couch using tablet tablet customer smartphone devices

Customer experience sounds like a glib throwaway phrase used to try and hook a business into either buying a new sales system or marketing plan. After all, it’s obvious isn’t it – keep the customer happy they buy more. Surely, it’s as simple as adding comfy chairs and good coffee

Online ecommerce giant eBay is making a concerted effort to become more experience-driven, a significant change from its previous focus on selection, according to its Australian and New Zealand Managing Director, Tim MacKinnon. Speaking at the Australia Israel Chamber of Commerce Retail Lunch in Sydney last week, MacKinnon also revealed

Gartner’s Customer Experience in Marketing Survey found that the B2B marketers surveyed currently lag their B2C peers in CX, with only 61 per cent reporting that they compete mostly or completely on the basis of CX (compared to 69 per cent of B2C respondents). What’s interesting, however, is that in this

future, prediction

As an analyst covering customer experience, I am often briefed by multichannel, personalisation, and marketing automation platforms. Many promise to help brands improve their customer experience by identifying and executing the “next best action” for each of their individual customers. The idea, in theory, is that your brand can improve its

In a world of multichannel marketing, and as more dollars shift into digital marketing, it is important that brands genuinely understand where their marketing is having the most effect. However, while the impact of individual campaigns can be measured down to the level of clicks and impressions in micro moments,

Making long term investments in customer experience translates to better business performance, according to research released by Adobe. A Forrester Consulting study commissioned by Adobe found “experience-driven businesses” (EDBs) in the APAC region grow revenue faster and get more out of their investments than their competitors. The research supports Adobe

It turns out Aussie consumers have a problem with commitment… or at least a greater tendency than their peers overseas to abandon virtual shopping carts. Almost sixty per cent (57) are discarding their carts sometimes or all the time, particularly in the product categories of fashion (67 per cent) and

For Kogan.com, customer experience means turning to digital technologies to reduce cost, so the online retailer can deliver customers the lowest price possible. But customer experience, in practical terms, means different things to different businesses. Speaking at Online Retailer Conference in Sydney yesterday, a spokesperson for Kogan.com noted there’s a

New technologies are reshaping customer expectations of businesses. The explosion of web-based and mobile applications – and the digital leaders using them to deliver seamless customer experiences – has fostered a demand for consistent yet personalised products, services and experiences. Businesses are responding by moving customer experience to the top

Marketing leaders face an ongoing dilemma regarding the creation of the ‘optimal’ marketing team structure. Centralising or decentralising marketing has been under debate for years. But as marketers face ever-increasing pressure to deliver more to the business – higher ROI, improved efficiency, and growth – team design has once again