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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.
Start putting some common sense customer centricity back into your business
Secret MarketerOur marketer on the inside shares five resolutions careworn marketers should adhere to this year.
One M&S marketer on how a data science apprenticeship propelled her career
Charlotte RogersUndertaking a Level 4 apprenticeship unlocked both a love of data and a path to career progression for Marks & Spencer marketer Imogen Reid.
Marketoonist on brand experience and the metaverse
Tom FishburneTom Fishburne is founder of Marketoon Studios. Follow his work at marketoonist.com or on Twitter @tomfishburne See more of the Marketoonist here
3 questions I wish I’d asked as a junior marketer: Pentland’s Penny Herriman
Charlotte RogersThe CMO of the business behind Speedos, Berghaus and Ellesse believes in the power of curiosity, asking questions and finding a work culture where you can truly be yourself.