Have you seen The Customer-Focused Marketing Playbook?

This comprehensive and practical guide to the latest ideas in customer-focused marketing hands you over 200 packed pages of strategy, best practices, do's and don'ts, practical know-how, facts and figures, and ideas to optimise your marketing strategy, boost sales, market share, increase ROI and profit.

Get it on Amazon (Kindle/Print)

Marketers increased digital innovation due to pandemic

Most struggle with partial views of customer behaviour

The survey of 1,000 companies in the UK, Germany and Italy was carried out to identify marketing priorities and industry trends for 2021 and, due to the challenging times presented by Covid-19, the key focus was on changes to marketing strategies, new trends, planned investments, the impact on e-commerce, and data management.

Marketers focus on website personalization
Demand in 2020 increased sharply: 45% of eCommerce companies surveyed increased their online sales. A third of the respondents already provide a personalized experience on their website, with a further 13% reporting they are looking to do so in 2021. Currently, only a quarter report the use of dynamic content on their website, but over half are planning to introduce it in 2021.

Although 65% report they have accelerated investment in digital and technology innovation due to the pandemic, 43% still do not have an app and of those that do, only 5% have one that does everything their website can do.

Data management continues to be a challenge
Unlocking the power of their own data is one of the major challenges marketers face right now. The survey revealed that almost one third of businesses do not currently use a data management platformto improve targeting and optimize advertising spend and 63% of businesses struggle with unconnected data sets, providing them with only a partial view of customer behavior.

At the same time, three quarters of respondents said they can identify less than 20% of customers who visit their website and 38% can only identify less than 10%.

Investments in customer engagement prove successful
Those who use a customer engagement platform report very high levels of satisfaction, with 67% rating their customer engagement vendor 4 or 5 out of 5 during the pandemic.

These platforms help marketers manage the customer journey in a data-driven way. Here, everything revolves around obtaining a 360-degree view of each individual contact across all channels and activating them in a targeted manner. Through central contact profiles, important information such as socio-demographic characteristics, interactions, and transactions can be bundled and used for targeted personalization.

"Covid-19 has massively accelerated e-commerce and digital business models. This market survey showed that 65% of UK e-commerce companies have increased their investment in digital and technology innovation as a result of the pandemic," said Ricardas Montvila, Global Strategy Director at Mapp. "However, the results also show that the full potential of personalization is far from being realized. In the future, customer intelligence and marketing analytics will become critical in providing even more precise real-time customer insights to optimally use existing budgets in a changed market environment and to score points with the end customer through customized content."

Have you seen The Customer-Focused Marketing Playbook?

This comprehensive and practical guide to the latest ideas in customer-focused marketing hands you over 200 packed pages of strategy, best practices, do's and don'ts, practical know-how, facts and figures, and ideas to optimise your marketing strategy, boost sales, market share, increase ROI and profit.

Learn the insider's tricks and techniques to turn every customers into a 'super spreader' for your brand. It's better than free advertising. Once you start this ball rolling, your brand can grow rapidly through word-of-mouth, advocacy, influencers, and customer loyalty. Super-charge your company's marketing strategy, build up your market share, and make more sales through repeat business and customer loyalty.

Find out what works - and what doesn't - and who's succeeded, and how they did it. See how the world's top brands keep their competitive edge against all odds.

The Customer-Focused Marketing Playbook walks you step-by-step through the techniques, metrics, reporting, analysis, marketing models, technologies, tools and innovations for successful marketing strategies - both traditional and emerging - with expert guidance from thought leaders in every major market. Find out the best ways to gather, analyse, and act on customer data to increase profitability, build your brand, empower your customers, beat the competition, reduce churn, and increase customer profitability. This is a marketing book you simply can't afford to be without.

This book aims to hand you all the facts, figures and research data you need for the best decisions for a more profitable, more engaging marketing strategy. It also highlights all the facts, forecasts and trends identified by our experts from the global Marketing Factbook's vast database of market data, news, studies, research and articles, and presents you with an invaluable library of ideas and practical support you can call upon at will.

With The Customer-Focused Marketing Playbook at your side, you'll have instant access to a true goldmine of easily adaptable and up-to-date strategies, walk-throughs, trends, research and market data, plus all the supporting arguments you need to build a solid, profitable marketing strategy.

Get it on Amazon (Kindle/Print)