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)

Sales more likely after a personal message

The study found that consumers not only exhibited a very positive response to personalised communication, but that they actively understand the concept and are demanding even more tailored marketing communications from brands.

In fact, 63% of UK online shoppers said they are more likely to read a personalised message they receive from a brand they know and then complete that purchase (51%) following a personalised offer.

Other interesting findings from the study included:

• 57% of online shoppers prefer to make a purchase on their home computer or tablet, with the most popular place to make a purchase (56%) being from bed.
• 64% of online shoppers prefer it when a brand recommends products the consumer has previously shown an interest in, such as items on their wish list or in their shopping basket.
• 60% prefer it when a brand sends personalised communication with reference to a past purchase or browsing history, with almost two out of five confirming that branded emails are 'very' or 'sometimes' helpful when tailored to their interests.

With individuals now interacting with a brand across multiple mobile devices, every brand experience needs to be optimised for mobile to mitigate low conversions and/or basket abandonment. In fact, 42% of online shoppers have abandoned a purchase because it was too complicated to complete on a mobile device and 60% still prefer to use a laptop over a mobile device, due largely to a poor mobile experience.

Consumers also said that they want their online browsing experience optimised for mobile devices. They would be more likely to increase both average order value and purchase frequency if every brand experience were optimised for their chosen device. Some 45% of shoppers said they were likely to make an online purchase if the website was easy to navigate using a mobile phone.

"This study shows that consumers are demanding personalisation from their online and in-store shopping experiences. In order to meet this demand, brands must understand their customers on an individual level, deliver content that is interesting, timely and relevant to each user and also optimise that content to render on any device," said Neil Capel, founder and CEO for Sailthru. "It's about giving every individual what they want, when they want it and recognising that need even before they do. This is the future of successful brand-to-consumer marketing."

Consequently, Capel suggested, brands must stop merely dabbling in personalisation and make the right moves to provide relevant and platform-specific communications, or risk being left behind as their competitors do exactly that.

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)