Only 26% of the content UK customers currently receive from brands is relevant
New research commissioned by Treasure Data reveals that only 26% of the content UK consumers currently receive from brands is relevant, and just 35% say that the content makes them click through. Of...
View ArticleConsumers have changed: are brands ready to respond?
From omnichannel shopping to brand switching, the pandemic has accelerated some key trends in consumer behaviour. It has also profoundly altered customers’ perceptions and beliefs about the companies...
View ArticleWhat are the essential brand value chain stages?
In the last couple of months, CXM welcomed new team members to redefine itself and create a true CX community from the insight out. During several meetings where we discussed our mission and vision, we...
View ArticleHow to make your loyalty programme personal
It has long been established that customer loyalty is the driving force behind the most successful brands on the market. The companies that understood the importance of building trusting relationships...
View ArticleCommunication with customers: Five essential factors
Have you ever observed communication with customers as an outsider? If yes, you are aware of the enormous impact communication has on the overall business performance. Effective communication is...
View ArticleWhat does the conscious consumer want in 2021?
As society begins to reopen, retailers and brands must be cautious not to lose sight of the legacies of lockdown. One of the most notable is the new ‘conscious consumer’. After the pandemic, we became...
View ArticleWays to improve data security and build customer trust
Today, AI solutions are at the centre of most business strategies. Artificial Intelligence is there to marvellously synthesise data and deliver personalized experiences at every touchpoint. It also...
View ArticleHow to foster customer loyalty in the insurance industry
Customer retention has long been a struggling area for insurers. As such the team here at Ello recently surveyed over 2,000 consumers to uncover how valuable a customer is to a brand over the course of...
View ArticleHow can you harness personalisation in CX to drive increased loyalty?
It’s long been established that personalisation is key to a well-rounded customer experience strategy. So, what is personalisation in CX, and how can you achieve it for your brand in a way that turns...
View ArticleHow the pandemic has made UK consumers rethink their relation to brands
The global pandemic changed the way we interact with each other, and with brands. Driven by emotional and transactional needs, consumers across the world have demonstrated their values – and indicated...
View ArticleThree CX strategies to create a subscription loyalty programme
In this rapidly changing retail environment, accelerated by lockdowns and store closures, the customer journey has transformed dramatically. In particular, companies are contending with much longer...
View ArticleOutperforming competitors with a powerful brand purpose
When was the last time you smiled and felt connected with your powerful brand purpose? A smile is a simple act that stimulates a chemical reaction in the brain, releasing a suite of ‘feel-good’...
View ArticleAdapting to the Post-Pandemic Customer Experience
Those who haven’t started to thrive in this new post-pandemic economy should take note of the following trends pertaining to the new customer experience. This pandemic has stripped many businesses of...
View ArticleWant to get more from your surveys? Close the customer feedback loop!
Many companies are striving to become more customer-centric. They have set up numerous ways of listening to their customers at multiple customer journey touchpoints. However, few have built effective...
View ArticleNICE way to improve your Customer Experience
NICE Systems today announced that the NICE Fizzback Voice of the Customer (VoC) solution has been selected by Virgin Money to improve customer loyalty and satisfaction. Using the NICE solution, the...
View ArticleBritish companies are failing to reignite the spark
Only a few weeks after Valentine’s Day, a survey has revealed that British companies are failing to keep the love alive with customers. In a poll of 402 managers and directors, 69% feel they are...
View ArticleNICE way to improve your Customer Experience
NICE Systems today announced that the NICE Fizzback Voice of the Customer (VoC) solution has been selected by Virgin Money to improve customer loyalty and satisfaction. Using the NICE solution, the...
View ArticleBritish companies are failing to reignite the spark
Only a few weeks after Valentine’s Day, a survey has revealed that British companies are failing to keep the love alive with customers. In a poll of 402 managers and directors, 69% feel they are...
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