How PepsiCo is moving beyond a ‘dated’ idea of ecommerce
Niamh CarrollPepsiCo is moving beyond the traditional idea of ecommerce towards a model of “digitally-infused” retail that encompasses DTC, rapid delivery and AR.
Inside Coke’s new London store aimed at building ‘brand love’
Niamh CarrollCoca-Cola says it is focused on bringing “unique” experiences to consumers both online and through physical offerings, starting with its new London store.
Earning trust means brands must consider every customer experience
Alvaro del PozoWhen it comes to trust, there are two things we know to be true. The first is that establishing a trusted relationship with customers will improve brand loyalty and, ultimately, the bottom line. The second – that trust is earned or lost with every experience.
Brands on why loyalty is their ‘secret weapon’
Molly InnesWith new research revealing a 7% drop in consumer participation in loyalty schemes, brands from Boots to BMW are innovating their propositions to keep consumers engaged.
Energy firms see brand health tumble amid ‘deteriorating’ customer service
Niamh CarrollAll of the ‘Big Six’ energy companies, plus up-and-comer Octopus Energy, have seen the health of their brands take a hit since the onset of the energy crisis more than six months ago.
Marketoonist on shopping cart abandonment
Tom FishburneTom Fishburne is founder of Marketoon Studios. Follow his work at marketoonist.com or on Twitter @tomfishburne See more of the Marketoonist here
Why serving customers well starts with mindset and culture
Morag Cuddeford-JonesCustomer-centricity is about much more than customer analysis. At the DX Summit, senior marketers across energy, sport, media and automotive pointed to the values that keep customers – and employees – engaged.
Use ‘agile intelligence’ to keep pace with a digital world
Marketing Week PartnerIn the last two years, the digital ecosystem has changed drastically, as has the way customers engage and interact with digital platforms. Yet currently too few companies are managing to keep up and reflect this ‘new normal’. So, what’s the solution?
Lush to drive ‘ambitious’ growth plan with five key priorities
Michaela JeffersonThe cosmetics retailer plans to strengthen sales with five new priorities, including a revamp of its store estate, more “meaningful” campaigns, and re-engaging with customers through events and YouTube.
Octopus Energy: Customer experience is not just a job for marketing
Niamh CarrollCommunicating goals to everyone across the business is vital to ensuring a great customer experience across all touchpoints, say senior marketers from Octopus Energy and the FT.
Boots on why marketing belongs to the whole business
Molly InnesFor a repositioning to succeed, it’s crucial to take the project “out of the marketing bubble” and engage the wider business, says Boots CMO Pete Markey.
Rory Sutherland: Don’t push efficiency at the expense of customer experience
Marketing Week ReportersThe Ogilvy vice-chairman argues brands’ focus on efficiency when implementing digital change is leading to “average” solutions, which don’t answer consumer needs.
Marketoonist on artificial intelligence
Tom FishburneTom Fishburne is founder of Marketoon Studios. Follow his work at marketoonist.com or on Twitter @tomfishburne See more of the Marketoonist here
Marketing Week Meets the CX50: Darren Bentley, chief customer officer, Cazoo
Marketing Week ReportersAs one of the CX50’s 10 Disruptors, Cazoo’s CCO explains why the online car retailer puts customer satisfaction above all else, and why customer-focused brands can’t get distracted by generating short-term sales.
Data and tech underpin customer engagement in 2022
Sean HargaveA global survey of 1,500 marketing leaders from B2C brands indicates a positive outlook for the year ahead, as they seek to orchestrate real-time, personalised conversations through the effective use of zero- and first-party data.