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How to evaluate customer journey mapping
Customer journey workshops can help stakeholders create a ‘working journey’ of how customers are interacting with a brand and eliminate those pain points.
What is customer success and how does it differ from customer experience?
Rebecca SentanceDuring the second half of the 2010s, “customer success” – both as a business concept and as a function – has steadily been growing in popularity.
Just 10% of brands in the UK excel at customer experience
Charlotte RogersThe tech industry leads the way in customer satisfaction, while the logistics, energy and water sectors lag far behind, according to new research from the company behind NPS shared exclusively with Marketing Week.
How digital is shaping customer experiences in the beauty industry
Nikki GillilandThe beauty industry is a saturated market, meaning a stand-out product or interesting story is no longer enough to succeed as consumers become increasingly demanding and more digitally-savvy than ever before.
Digital services have a new level of responsibility
Ben DavisAs the coronavirus crisis worsens, brands would do well to remember people just want access to the services they need and signs that brands are helping.
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EasyJet scraps CMO role as Lis Blair departs
Molly FlemingHer departure has prompted the airline to restructure its board so that marketing, customer, digital and insight will now report into EasyJet’s chief commercial officer.
How Skyscanner is helping people navigate ‘the stages of grief’ during coronavirus
Molly FlemingAs the travel industry faces a crisis amid closed borders and grounded flights, Skyscanner is using its marketing to offer people hope and build trust in the brand.
Brands must help rebuild society post-coronavirus
Tanya JosephAs we look to a future when the Covid-19 crisis has abated, brands have the power to unite us, inspire us and forge a new way forward if they are willing to try.