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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.
Futurist Tracey Follows on the tech that will impact marketing in the ‘postnormal’ era
Marketing Week ReportersFrom the digital after-life to the growth of synthetic media, futurist Tracey Follows sets out the key trends that will shape the marketing industry over the next five years.
Brands rally behind mentoring initiative to serve marketing’s ‘lost generation’
Charlotte RogersThe School of Marketing is launching Mentoring Gen Z, which aims to connect young people with marketing leaders from brands including Boots and Direct Line in a bid to avert the “ticking timebomb” of youth unemployment.
Marketoonist on culture of new ideas
Tom FishburneTom Fishburne is founder of Marketoon Studios. Follow his work at marketoonist.com or on Twitter @tomfishburne See more of the Marketoonist here
What skills will marketers need to face the post-pandemic world?
Megan TatumFrom nurturing a fierce curiosity in customer behaviour, to becoming more agile and honing their digital skills, marketers must be prepared to upskill if they want to futureproof their careers in 2021 and beyond.