How Joules improved customer data quality to drive profitable acquisition

As a premium British lifestyle brand in an ever-changing retail landscape, Joules needs to ensure that every aspect of its marketing efforts is market leading.

The problem:

Joules wanted to improve its customer data quality, drive profitable acquisition campaigns and deliver insight to enable the segmentation of the Joules customer base.

Previously work of this nature was conducted by a third party with the data and systems held externally to Joules. Joules...

3 November 2022 | Case Studies

Consumers want digital interactions with brands to feel like personal conversations

Two people drinking coffee.

Businesses have technology gaps that prevent them from making meaningful connections with customers, according to a study by Vonage, a specialist in cloud communications helping businesses accelerate their digital transformation.

After two years of nonstop digital transformation among businesses, only 45% of consumers are “very satisfied” with the way they connect with companies, revealing opportunities to enhance digital transformation efforts with omnichannel communications...

31 October 2022 | Customer Experience

One in four now make majority of purchases online

More than a quarter of Brits now make the majority of their purchases online - an increase of 18% when compared to shopping pre-pandemic, according to new data. 

In a survey of 4,000 international shoppers, in seven different territories, it was found those living in the UK were most likely to have changed their shopping habits over the past few years.

Global business messaging provider Esendex surveyed customers in the UK, United States, Australia, France, Germany,...

25 October 2022 | Commerce

Marketers predict wide-spread metaverse adoption

A cartoon of a women enjoying the metaverse.

Marketers are gearing up to take full advantage of the metaverse, according to Sitecore’s 2022 Perceptions of the Metaverse report.

However, despite bullish intentions to invest heavily, there is clear acknowledgment that consumer education is needed and 78% of marketers plan to work harder to educate consumers on the benefits of the metaverse. The survey asked almost 700 global marketers (including over 300 based in the UK) and 2,001 consumers about their perception of the...

20 October 2022 | Best Practice

25% of UK’s leading brands charge consumers for returning online purchases

A woman with a latptop and bank card.

A quarter (25%) of the UK’s leading brands such as Zara and Boohoo are now charging shoppers to return purchases they have made online; a year-on-year increase of 14%.

The State of Operations Experience Management Study Series 2022, conducted by parcelLab, the Operations Experience Management platform, found that of those consumers being charged for making a return, the average cost is £3.53 and it takes an average of nine days for refunds to be processed. To undertake this...

18 October 2022 | Best Practice

Brand switching is rife amidst the cost of living crisis

Nearly two in three (65%) marketers have had their budgets cut in line with rising costs across the business they work for, while 69% believe brand switching is becoming more commonplace, according to new research from Ello Group.

The cost of living crisis has also resulted in consumers being forced to cut back, with the data confirming 40% have had to scale back their spending recently, due to their disposable income being reduced. Almost one in five (17%) have also switched...

11 October 2022 | Branding

42% of customer queries to leading UK retailers go unanswered

A telephone off the hook.

More than two fifths (42%) of enquiries are being ignored or left unanswered, with just 13% answered in full and in a timely way.

This is according to a new report that has revealed significant failings when it comes to customer service performance across the UK’s leading retail brands.

The Convers-AI-tional Nation Report, conducted by customer engagement platform CM.com, analysed the performance of the UK’s top 25 retail brands, according to annual turnover...

3 October 2022 | Best Practice

One in three Brits prefer to reach customer service via WhatsApp

Someone using WhatsApp on their phone.

One in three Brits would prefer to contact customer service via SMS or WhatsApp, new research shows, highlighting the need for businesses to employ a fully omnichannel presence. 

Despite call centres being a traditional means of communication between brands and their customers, this is now the preference for under half of the UK population (43%), according to a survey of 1,000 Brits by telecoms provider Esendex. 

In a similar vein, 79% of consumers would...

27 September 2022 | Customer Experience

UK marketers are embracing hybrid working to deliver creativity in customer experiences 

People creating a user experience plan using post it notes.

More than two thirds (68%) of UK marketers are embracing a hybrid approach to work to support their teams in the creation of new ideas having overcome the challenges of the past two years.

This is according to research from digital experience platform (DXP) provider Optimizely, which concluded that creativity is critical in driving strong customer experiences.

The Marketer Experience study, based on a global survey of in-house marketing professionals, including...

23 September 2022 | Customer Experience

65% of app marketers trialling new ways to target paying users

Nearly two thirds (65%) of app developers and marketers are searching for new ways of targeting new paying users without IDFA, cookies or data privacy issues.

This is according to the latest research from AdTech company Bango. Even with Google’s recent announcement that they are postponing the removal of cookies once again, changes such as Apple’s decision to restrict IDFA, and mounting government legislation, are forcing app developers and marketers to rethink their...

7 September 2022 | Commerce