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)

Loyalty drives personalised digital marketing

The company's survey, entitled 'Personalised Digital Marketing: What Really Works', of the current and planned marketing strategies of 600 marketers across Europe and the UK focused on brands' current and future plans for enabling their customers to experience personalised marketing messages when engaging through digital platforms, and found that brands are moving rapidly toward offering customers a personalised digital marketing experience, and that they are motivated to do so by expectations of improving loyalty and a swift return on investment (ROI).

The three most effective ways of acquiring the necessary customer intelligence to enable the presentation of customised experiences are seen to be data gathered through "having a complete customer profile", "monitoring purchase behaviour", and "monitoring web behaviour".

The key highlights of the survey's findings included:

• By 2014, around three times as many brands as today, will offer their customers real-time web site experiences.
• Fewer than 1 in 20 marketers doubt the ROI potential of web personalisation.
• Of those that have invested in delivering personalised web experiences, more than half recouped the cost of the investment "within months", rather than years.
• Most invest in personalisation expecting improved customer loyalty, prospect to customer conversion rates and heightened cross- and up-sell potential.
• Many marketers are cautious, however, as nearly three quarters of those charged with creating more personalised web experiences, have allocated a budget below €50,000.
• After the web, personalisation of email, call centre and point-of-sale experiences are seen by marketers as their priorities today, but by 2014 most expect social and mobile content personalisation to become their main focus, after the web.

"Once they opt in to personalised experiences, today's consumers expect to be recognised by the brands they purchase from and to be presented with relevant content and offers," said Martin Smith, head of marketing for Neolane UK. "Our survey suggests that delivering a personalised web and email experience will become the norm for European brands, and that social and mobile personalisation should also be on every marketers' horizon."

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)