John Sills, WARC Best Practice, April 2018
Explores the importance of customer experience in creating long-term sustainable success for organisations and how to systematically deliver an experience that is valuable for the customer and the business.
Jamie Brighton, WARC Best Practice, January 2018
Key tips on delivering effective digital customer experiences, an area of increasing importance as customers are putting less emphasis on the products they buy from brands and more on the experience they receive.
J.P. Morgan Private Bank, the financial-services provider, uses the “4Rs” of “respect”, “relevant”, “recognition” and “results” to help guide its strategy aimed at meeting the needs of affluent consumers.
Rishad Tobaccowala, WARC Exclusive, June 2020
This is an excerpt from the opening chapter of Restoring the Soul of Business: Staying Human in the Digital Age by Rishad Tobaccowala (HarperCollins Leadership, 2020), which discusses how the key to successful transformation in any organization lies between human intuition and data-driven insights.
Hubspot's David Fallarme outlines how brands can and have leveraged email marketing to engage with consumers actively seeking information, pointing out that not every email has to start with “we know this is a trying time". COVID-19 has shown us that people want to stay connected.
Soft drinks company Coca-Cola is emerging from the lockdown period with a new focus on agility and flexibility as it builds on what it’s learned from operating largely in the digital space over the past few months.
Expedia Group, the online travel firm that owns brands like Travelocity and Hotels.com as well as its eponymous website, is taking a more holistic approach to marketing that can optimise its activity across its entire portfolio.
Elijah Whaley, Parklu, WARC Exclusive, May 2020
In China, customer acquisition costs (CAC) are outpacing customer lifetime values (LTV) and the reality is, there is little companies can do to reduce CAC online as the gatekeepers (social/e-commerce platforms and KOLs) hold the keys to consumer attention, but Parklu believes a focus on LTV can countervail CAC.
Fiona McAnena, a strategic marketer and board adviser who’s worked on international brands across multiple sectors, looks at the four factors to consider when setting pricing strategy during a recession: category, brand, segmentation and timescale.
Looks at how best-in-class customer experience requires an ongoing systematic approach that continually improves the areas that matter most to customers, in an increasingly efficient way for the business.
Walgreens, the pharmacy retail chain, offers an example of how brands can engage with consumers around potentially sensitive topics in an empathetic, and effective, way with its “Feel More Like You” campaign.