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Customer Experience

Essentially, the term “customer experience” encompasses all the experiences that customers have with a brand – from the first moment they come into contact with it right up to the last touchpoint in the customer journey and beyond. The last aspect is key because customers can also be influenced after they have bought a product or used a service. For that to work in the brand’s favor, many companies try to shape the customer experience of their users, for example by placing targeted ads, having a carefully thought-out online presence, or continuously improving their product quality and service portfolio. The particular advantages of a first-class customer experience Companies benefit in many ways from cleverly leveraging the touchpoints betwee...
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K-Scan: How Kaufland is expanding its digital self-service system in stores
More and more retailers and supermarket chains are trying to optimize their customer experience in their physical stores. Kaufland’s solution for this is its new digital shopping and payment option, K-Scan.
5 groundbreaking campaigns promoting mental health
Can advertising campaigns open up and encourage dialogue about mental health? Yes, they can – and they are doing it in some very innovative ways. Read on for five examples of successful campaigns aiming to raise awareness of mental health.
Use of AI: how companies and customers can find common ground
Artificial intelligence (AI) is being hailed as the technology of the future. However, many customers are skeptical of its application in day-to-day life. Why is that, and what can be done about it?
Returns management – why complaints can be a success factor for you
Another customer has complained? That might be frustrating, but it’s not the end of the world. If your returns management is handled cleverly, you’ll surprise your customers and gain new fans for your brand. Our checklist explains all!
The online marketing trends of 2022: here’s what lies in store
What new concepts, challenges, and developments await online marketers this year? We’ve rounded up the key online trends of 2022 for you in our free guide.
The consumer decision journey – on the path toward valuable customer contact
Understanding purchasing decisions using the concept of customer journeys is an outdated approach: the traditional model often can’t be applied to today’s purchasing processes. That’s where the consumer decision journey comes into play.
Seamless customer experience with a digital experience platform
Digital experience platform (DXP) – this new term is finding favour among marketers. DXP is on everyone's lips, especially when it comes to optimising the customer experience. But what makes a DXP? And why should companies use one?
Customer data platform (CDP): Here’s what it’s all about
Companies are grappling to harness the rising tide of data while also working to meet the expectation of personalization across the customer journey. Yet, without a single view of the customer, organizations can’t gather insights and make meaningful customer connections in the moments that truly matter.
Guide: Finding powerful images for your corporate blog
One image is worth more than a thousand words – but only if you use really good images. Our guide explains how to find stand-out background images, select the right ones, and avoid common pitfalls.
LoyJoy on “joyvertising”, conversational software, and its presence at DMEXCO @home
LoyJoy boss Ulf Loetschert is a marketer and tech pioneer with a clear mission: to transform bland customer processes into captivating dialogues. His LoyJoy conversational software enables brands to directly interact with their audience and improve the customer experience using true-to-life chatbots. In this interview, you’ll learn more about “joyvertising” and what LoyJoy has planned for DMEXCO @home 2021.