Have you seen The Customer Experience Factbook?

In this 180+ page report, you'll find all the information and support you need to build a profitable, effective CX Improvement Program that spans every part of your business. You'll be able to implement and manage meaningful and profitable change, and grow your bottom line despite a slowing economy.

Get it on Amazon (Kindle/Print)

Study reveals e-marketers' regulatory ignorance

According to the study, many digital marketers still need a significant amount of education about key areas of regulation and best practices relating to the online marketing mix, with the most knowledge gaps being found in channels outside each marketer's own area of speciality, and also around potential changes to regulations regarding the use of web browser cookies (small pieces of textual information that allow a web user's activity to be tracked between cooperating web sites).

The findings, which were taken from a poll of 100 online marketers at the recent Ad:Tech event, revealed affiliate marketing and mobile marketing as the least understood channels by delegates, with only 38% and 56% of professionals respectively claiming to fully understand them.

In contrast the most widely grasped marketing channel was email marketing, understood by 81% of delegates. This was followed by direct marketing and search marketing, which were both understood by 75% of the marketers surveyed.

The research also found that, while many in the digital marketing industry feel it would be more difficult to target consumers without the use of cookies, nearly three quarters of respondents were unaware of new European legislation restricting their usage (and due to come into effect in May 2011). The EU's new Directive on Privacy and Electronic Communications demands that web sites get every visitor's prior consent before setting cookies on their PC - a feat that is considered by many industry professionals to be impossible to achieve without significantly degrading the ease of use of commercial web sites.

Many respondents also said that they are not currently integrating online and offline marketing campaigns, as 39% said that their online and offline activity was only partially integrated, and 28% said that the two divisions were still completely separate.

According to Peter Rowe, managing director for Affilinet UK, "It is surprising that many professionals in the industry do not have full visibility of external factors relating to the marketing activities taking place on the brands they work for. In particular, there clearly needs to be more communication and education around potential changes to the use of cookies in the industry, an issue which has largely gone unnoticed so far."

Have you seen The Customer Experience Factbook?

In this 180+ page report, you'll find all the information and support you need to build a profitable, effective CX Improvement Program that spans every part of your business.

You'll be able to implement and manage meaningful and profitable change, and grow your bottom line despite a slowing economy. Grab this goldmine of easily adaptable and up-to-date strategies, walk-throughs, trends, technologies, research, suppliers and partners, plus all the supporting arguments you need to build a solid CX strategy.

While most marketers could list maybe a dozen key points for improving their brand's Customer Experience (CX), the researchers and writers at The Marketing Factbook have identified FORTY main 'CX Keys' which will help you drive your customers to new levels of delight, loyalty, advocacy and profitability.

The areas in which customers have direct contact with your organization are perhaps the most obvious places in which CX improvements can be made, and this report addresses all 24 of these 'Direct CX Keys', applicable to offline and online businesses alike.

At the same time there are many other areas that indirectly affect CX (such as the supply chain, policies and processes) in which every business can make simple but far-reaching improvements. This report guides you through the problems and solutions for all 16 of these 'Indirect CX Keys', many of which are often forgotten or under-played even in the best CX strategies.

Get it on Amazon (Kindle/Print)