Customer Centricity: from Inside-Out to Outside-In
When speaking about Customer Journey Management, Outside-In and Inside-Out views are often mentioned. But what do these views mean and should you use one of them or can you combine them?
What are ROPO-customers (and what do they need)?
The stationary trade has long feared that due to the growing number of digital channels customers will turn their back to traditional brick & mortar stores. But many customers use online channels as starting point for all their product researches.
From research to purchase: how do smartphones influence the customer journey?
Today’s customers are curious and use their smartphones even when they buy in shops. From research to purchase to payment – the smartphone has become an integral part of most customer’s shopping experience. Natalie Bührmann explains, how customers make use of their smartphones during shopping.
Customer Experience: Your customers are smarter than ever
With the invention of the printing press in Europe in the 14th century (and the much earlier inventions in China), a new age of enlightenment and information was born. The digital transformation works in similar ways: It has never been easier to obtain information on your own.
KPI Conversion Rate: Definition, Use and Optimization
To measure how successful campaigns and strategies really are, you need numbers. The conversion rate is one of those numbers and especially important in any marketing team.
America vs. Germany: how does the content marketing differ?
Content marketing is an art because “one size fits all” is not fitting everyone, especially when it comes to different industries, products, target groups and cultures. If we compare the American and the German marketing, for example, we see how information and tonality are defined by regional standards.
Digitalization: bridging the gap between generations
What do you do if one half of your customers still uses the fax machine and the other prefers doing business only via their smartphone? More and more studies prove that old and young generations have different demands for a perfect customer journey – but how should companies accommodate both?
Customer loyalty: why retention is important
A while ago, a German „Marketing expert“ embarrassed himself by writing about his secret trick to gain more followers on Facebook. His solution: simply buy a few hundred thousand followers, after all, they hardly cost anything.
Telecommunications: Customer experience needs to be a priority
A new study by the consulting firm Price Waterhouse Cooper shows that CEOs in the telecommunications industry are optimistic. However, for their future plans what fields should be optimized and worked on, customer experience plays a surprisingly small role.
Personalization vs. Privacy: what you can and can’t do with Big Data
With his master thesis, our consultant Tobias Klumpp looked at the balancing act between personalized communication and the customer’s comfort level concerning privacy. In this blog entry, he asks the question: where do our customers draw the line and what can we do about it?
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