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The Future of Customer Experience Management

A recent report from Econsultancy CEO Ashley Friedlein about trends in Digital Marketing for 2014 begins with the results of a recent survey. Conducted by Econsultancy and Adobe, they asked companies to indicate the single most exciting opportunity for their organization in 2014.

The number one answer was Customer Experience.

 

Friedlein predicts that ‘customer experience management’ (CEM)

By |March 6th, 2017|Article, Blog|Comments Off on The Future of Customer Experience Management

How Travel Providers are Losing Out on Repeat Business

You may be missing out on additional opportunities to sell without even knowing it.

NCR’s recent whitepaper, “A Retail Revolution in Travel,” reveals that while travel providers understand the growing need to better serve their customers, they’re not always following through to help these individuals see additional offers. Only a third of the travelers surveyed have

By |February 20th, 2017|Article, Blog|Comments Off on How Travel Providers are Losing Out on Repeat Business

The Right Product = Better Customer Experience

Creating a better customer experience can seem awfully complicated. And maybe it is.

 

Source: http://en.community.dell.com/
After all, today’s customers interact with brands everywhere from Facebook to print ads to telephone calls.  But getting customers the right product at the right price is still an awfully effective piece of the strategy for keeping customers happy. And in an online environment, accomplishing that

By |February 6th, 2017|Blog, Uncategorized|Comments Off on The Right Product = Better Customer Experience

Getting the Right Ratio for Your Marketing Spend

A report by Econsultancy highlights a significant issue for digital marketers: most companies operate at a 92:1 ratio. In other words, for every $92 businesses spend driving traffic to their websites, they only spend $1 converting it. Through anecdotal evidence from speaking daily with companies around the world about their digital marketing efforts, I can

By |January 31st, 2017|Article, Blog|Comments Off on Getting the Right Ratio for Your Marketing Spend

Finding Budget for Improved Mobile Optimization

Earlier this year Shop.org and Forrester Research produced their annual report of e-commerce benchmarks based on a survey of retailers that sell online. The report noted that 29 percent of retailers believe that mobile traffic and sales negatively impact their overall conversion rates. As visits from smartphones and tablets increase, retailers are looking to improved

By |January 24th, 2017|Article, Blog|Comments Off on Finding Budget for Improved Mobile Optimization

Core Product Revenue vs. Ancillary Revenue

We’ve been talking a lot about ancillary revenue in previous posts. What is the difference between ancillary revenue and core product revenue? Here’s a quick overview.

Core product margin is the operating profit percentage on the product most associated with the retailer. In the case of an airline, this would be the margin on a plane

By |January 17th, 2017|Article, Blog|Comments Off on Core Product Revenue vs. Ancillary Revenue

The Three E’s – Enable, Enhance, Ensure

In my last post on 8/8/13 I pointed out that Amazon doesn’t optimize for percentage margin. That’s significant because it allows Amazon to lower prices as far as they want. But if we examine the bottom line of digital retailers, they appear to be healthy. How is it possible to remain profitable in a market

By |January 10th, 2017|Article, Blog|Comments Off on The Three E’s – Enable, Enhance, Ensure

If You Can’t Beat Them…

If your business depends on online sales and marketing, this statement from Amazon’s CEO, Jeff Bezos, given during an interview with the Harvard Business Review, should certainly catch your attention: “Percentage margins are not one of the things we are seeking to optimize.”

Are you getting that? The largest online retailer in the world isn’t worried

By |January 3rd, 2017|Article|Comments Off on If You Can’t Beat Them…

Analytics for Mobile: do we need a new strategy?

If you’re doing business online, the pressure to attract, convert and retain customers is already substantial. The rise in optimization as a “core competency for digital marketers” is the outcome of increasingly fierce online competition and price pressure in almost every category. Mobile raises the stakes further. Your existing analytics may need some adjustment to

By |December 12th, 2016|Article, Blog|Comments Off on Analytics for Mobile: do we need a new strategy?

Pricing Pressure, Multi-Screening and Testing

Search and social media exert a tremendous downward pressure on primary product pricing, as we’ve discussed previously, by making it much easier for customers to compare pricing across retailers, both online and off. But there’s another aspect of the social age that should be a cause for concern for online retailers: Multi-Screening.

According to a Google

By |December 5th, 2016|Blog|Comments Off on Pricing Pressure, Multi-Screening and Testing
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