What marketers can learn from the UK’s biggest brands
Happy customers can equal a serious boost to marketing ROI – if your brand can harness their social advocacy. Here’s how the big brands do it.
Happy customers can equal a serious boost to marketing ROI – if your brand can harness their social advocacy. Here’s how the big brands do it.
Research by Forrester has found that the impact of a 10 percentage point improvement in customer experience can yield more than $1bn in revenue, while study after study has shown that engaging current customers is much cheaper than finding new ones. Keeping customers happy and engaged is clearly imperative, but how are the big brands making it happen?
According to customer experience management experts Sitecore: “The real winners in the age of the customer will be those brands that can connect with customers on an individual level and turn valuable customer data into authentic, personal connections.”
In “Achieving Customer Experience Excellence”, the latest in their Expert Knowledge Series, the team at Sitecore analyses how three of the UK’s biggest brands — John Lewis, First Direct and Amazon — use their traditional operating models and legacy assets to turn happy customers into their biggest brand advocates.
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