It’s a common fact that 80% of your future profits will come from just 20% of your customer base. This is true within the business to consumer space, but also business to business too. B2B loyalty, growth and retention is certainly at the top of...
Customer experience design is the process design teams follow to optimise customer experiences at all touch points before, during and after conversion¹. Note the word after. This is where many brands become unstuck. They focus too much on the path to purchase and winning the actual...
Remember that loyal customers spend more AND they bring their friends back with them. Therefore the true cost of an unsubscribe is not just future spend from that customer, but also potential spend from many others. Email marketing remains one of the most effective ways to...
At the start of 2020 many brands will be reviewing their customer growth strategies. Customer expectations have changed dramatically in recent years with the competition continuing to up the game. 2020 will be no different. The challenge for many is keeping up with your customers...
It’s not acquiring data that is proving challenging for organisations, in fact the opposite is true. Businesses often feel overwhelmed with data and have so much of it that they just don’t know where to start, investing in technologies to help them - which often...
Gartner predicts that 80% of your future profits will come from 20% of your existing customer base. So basically – you need to look after your existing customers. Many brands are investing heavily in customer loyalty programs, designed to not only generate loyalty, but increase customer...
In retail, it’s not uncommon for in-store and digital revenues to be kept entirely separate. Often, these channels are managed by two separate teams and customers will also be on completely separate journeys. Brands today are faced with the challenge of offering a ‘seamless bricks...
Customer expectations are increasing day by day. Meeting these expectations is becoming challenging for today’s brands. They are struggling to keep pace with the increasing growth of innovation. How do they stay ahead of the customer? how often should they be re-evaluating their capabilities, value...
Recent reports state that in order to drive customer loyalty, brands must have a loyalty program in place. We disagree! Don’t get me wrong, we think some loyalty programs are fantastic. As long as they have a clear purpose, a strong strategy behind them and deliver...
The digital revolution, often referred to as the third industrial revolution, implies the change from analog mechanical technology to digital technology. At the heart of the digital revolution is the customer. Digital technologies are radically changing the way we live our day-to-day lives, especially the ways...