News & views

Over the past year, Covid has turned traditional marketing strategies on their head.

Brick-and-mortar stores have rapidly transitioned online. Multichannel retailers have prioritised ecommerce overnight. Pureplay online brands have struggled to fulfil soaring consumer demand. 

The past six months have proved that an effective customer experience strategy is more than a nice-to-have. For many multichannel and pureplay online brands, it’s underpinned survival during the pandemic. Those with the tactics, technology and tools to serve meaningful customer experiences have been able to rapidly adapt to changing consumer needs, while those without are being left behind.

Like almost everything else in 2020, Black Friday on 27th November will be different to previous years. Forget huge queues, red sale signs and frenzied crowds. This year, Black Friday will be almost entirely online. 

Did you know that two-thirds of a company’s profit relies on effectively engaging customers?

Customer engagement isn’t a fluffy marketing term. It’s a strategy proven to grow business and increase long-term revenue. As well as boosting your profit margins, engaging your customers could reduce churn rate and increase customer revenue by an average of 23%.

And that's before considering the impact of the pandemic. 

Did you know that two-thirds of a company’s profit relies on effectively engaging customers?

Customer engagement isn’t a fluffy marketing term. It’s a strategy proven to grow business and increase long-term revenue. As well as boosting your profit margins, engaging your customers could reduce churn rate and increase customer revenue by an average of 23%.

And that's before considering the impact of the pandemic.