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Marketers’ customer experience priorities for 2016
Understand lifetime value by meeting consumers at the moments that most influence their decisions.
B2B brands shift focus to customer experience
Jonathan BaconCustomer experience is taking a more central role at B2B brands as retention moves up the agenda, meaning marketers are shifting focus from price to value.
Lush dethrones First Direct as the top brand for customer experience
Lucy TesserasCosmetics brand Lush has replaced First Direct as the best brand for customer experience, according to KPMG Nunwood’s latest UK rankings.
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Why John Lewis and British Airways are putting marketers in charge of customer experience
Sarah VizardBrands are increasingly including customer experience in CMO’s remit as the 24/7 nature of consumer interactions means marketers must be responsible for every touch point, from stores to apps, not just the marketing campaign or social media strategy.
Marketing careers and joining up loyalty: Your Marketing Week
Russell ParsonsAt the end of every week, I look at the key stories, offering my view on what they mean for you and the industry. From mitigating the impact of Covid on your career to Virgin’s updated loyalty offer, it’s been a busy week. Here’s my take.
BMW invests ‘hundreds of millions’ in digital transformation
Matthew ValentineThe car brand is investing hundreds of millions annually over the next five years as it looks to create a seamless digital experience for customers.
How a focus on consumer behaviour increased demand for Irish white fish
Matthew ValentineConsumer insights fueled a nudge campaign that helped drive sales of Irish haddock, hake and whiting.
L’Oréal on why it pays to speed up innovation in times of crisis
Charlotte RogersRather than slashing R&D budgets in response to the pandemic, the vice-president of L’Oréal’s tech incubator believes there is still “so much room” for innovation.