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Customer Experience

How personalisation can spell success for the holiday season and beyond

September 22, 2023

While loyalty programs are well-established in creating consumer engagement and return business, through personalising these programs retailers can ensure that their clientele won’t switch to a rival brand with a better understanding of their needs. In fact, personalisation is increasingly the norm: research shows that 71% of consumers expect companies to deliver personalised interactions, while 76% get frustrated when this doesn’t happen. 

How personalisation can spell success for the holiday season and beyond

September 22, 2023

While loyalty programs are well-established in creating consumer engagement and return business, through personalising these programs retailers can ensure that their clientele won’t switch to a rival brand with a better understanding of their needs. In fact, personalisation is increasingly the norm: research shows that 71% of consumers expect companies to deliver personalised interactions, while 76% get frustrated when this doesn’t happen. 
Customer Experience

If you want loyalty, give customers what they want

Traditional loyalty programmes usually operate by giving a financial reward to thank a customer after a transaction has been made. This act of giving something back solidifies choice and creates reasons for repeat purchase. 

Justin Pearse January 5, 2022
Customer Experience

Expectations vs the evolving ecommerce landscape

Simply accepting that a delivery would arrive ‘whenever it arrived’ is a mere thing of the past. Introduced to customers by the likes of Amazon Prime, delivery choice is now considered hygiene

Andy Oakes January 5, 2022
Customer Experience

Using data to keep customers engaged this Christmas

This festive season, brands face a challenge. Customer expectations are elevated, but widespread global pressures on supply chains are causing havoc with businesses’ ability to deliver the products and experiences customers are used to at this crucial time of year.

Justin Pearse December 20, 2021
Customer Experience

Marcus Oughton, Head of Ecommerce, Clarks on the future of ecommerce

In this series, ECA is talking to the heads of ecommerce at agencies and brands to find out what the industry’s leading players think about the future of the ecommerce industry. Next up is Marcus Oughton, Head of Ecommerce, Clarks UK & EMEA.

Justin Pearse November 29, 2021
Customer Experience

Shopfitters of the world, unite and take-over…

Tesco’s launch of its first checkout-less store is a UK retail milestone. It comes at a time when many retailers are exploring innovations in their physical retail space.

Andy Oakes November 4, 2021
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