More and more users are engaging with brands through mobile devices and specifically through apps. In the US, mobile digital media time is at 51% – significantly higher than desktop at 42%, and out of the time spent on mobiles, 90% is spent on apps. These figures show that it’s now crucial to provide a […]
A Voice of Customer (VoC) program allows your company to systematically engage with, and listen to, your customers. When done right, VoC provides unparalleled insights into your users and customers’ wants, state of mind and perception of your brand and service.
As you approach designing interactions and engagements with your users across various customer journeys and touch points, you […]
You’re ready to begin your Voice of the Customer program – you have the tools to start implementing, but where do you begin? Many companies suffer from failure to launch because they aren’t sure of the first steps they should take or because they feel the program will take too long to get off the […]
Download the Summer Campaign Optimization Kit
After months of planning, the summer shopping season has arrived. Major seasonal campaigns have begun, and more are scheduled to launch in the coming days and weeks. And now, the great optimization race begins. Marketing, product and conversion optimization professionals tune into every analytics rise, dip, and blip, improving and […]
Every few years a new trend such as social media marketing, mobile marketing or customer experience management hits the marketing field. These new trends generate a great deal of hype, attention and over time, investment. Savvy marketers are becoming increasingly adept at avoiding the empty hype and focussing on the real performance opportunities. In so […]
A couple of months ago we took an informal survey of fashion and eRetail executives. Our question was simple: if you could ask your customers anything, what would you ask them? Their answers were amazing.
Every single executive we approached wanted to ask their customers why they were not completing their purchases. Their analytics told them that many […]
24/7 call centers are there to serve your customers in various situations: finding specific or complimentary products, inquiries, technical support, reporting technical problems, search, comparing between online and offline experiences, questions about shipping, stock, or even asking for information they couldn’t find online. Surprisingly, many customers use this human service to provide feedback and have […]
Your customers have left the straight-and-narrow. No, they’re (probably) not stealing products or cheating on taxes. But neither are they following the linear buying process that most customers once did.
The Fall of the Funnel
Traditionally, the customer journey from product awareness to familiarity, consideration, purchase and finally loyalty was straight , with uncertainty diminishing at each […]
For retailers and e-commerce companies, Q4 is when the rubber hits the road. Customers are looking for fast, no-hassle ways to find and purchase the clothes, furnishings and gifts they need for the holiday season.