The pandemic made us more reliant than ever before on digital transactions and interactions, we have turned to digital for our social needs and for workplace solutions, and where in person we would once spend our money, we have seen a huge increase in online commerce....
There has been a shift in customers' expectations for a more personalised, and thoughtful approach from brands to their interactions with them. Have you ever received an email asking for a review of a product which you had returned due to a fault days before? Or how...
The last 18 months have been a particularly challenging time for charities. Traditional revenue streams - everything from cake sales to sponsored runs, have been put on hold. But even without Covid-19 the donor landscape is changing, traditional methods of...
In customer experience circles, there’s an approach that often gets talked about as a way to enhance the relationship between the shopper and brand: surprise and delight. Finding an unusual or unexpected way to connect with your customers can promote loyalty, reduce...
In our latest report, ‘Our retail future: A data-driven landscape on and offline’ we examine the role that a data-driven marketing strategy, supported by a customer data platform can play in helping your retail business survive and thrive in 2021 and beyond. Digital...
Shoppers are taking a very different approach to Christmas in 2020, with the Covid-19 pandemic and its restrictions still hanging heavily over us all. That means retailers will need to get creative. They'll need new approaches to engage with their customers to reflect...
For a little while, self-care has been having a moment. Google searches are soaring, the #selfcare Instagram hashtag exceeds 35 million posts and over 100,000 products on Amazon have attached themselves to the trend. All told, taking care of your mental health has...
The pressure to execute effective digital transformation has never been greater. And for larger organisations especially, you need a structured process to really generate new value from the changes you make rather than just doing the same old things with newer...
For those of us who have a love-hate relationship with Pret A Manger – love the food and drink, hate the realisation of how much you’ve spent with them – the latest news that the coffee and food-to-go chain is starting a subscription service is of interest. Members...
Last week, we introduced our new series Rethinking in a Recession. And over the coming weeks, we’ll discuss what marketing teams can do to react, adapt, survive, then thrive in these challenging times. To begin the series, let’s glance back 11 years to consider the...