Tuesday saw a number of the leading cross-industry customer experience professionals gather at the CX Conference in London to share their insights on a vibrant and ever-critical element of modern business practice. Maru/edr’s market development managers – Elliott King and Luke Gould – have identified the key messages to be taken from the event.
Category Archives: Blog
The importance of digital can’t be ignored. Recent Maru/edr results found that 49% of diners will go online before they visit a restaurant. With digital experiences becoming fundamental to the success of brands across industries, travel expert Gary Howes explores what online practices the hospitality industry can learn from close relatives in travel.
The Insight Innovation eXchange Europe 2017 explores what’s new in the world of insight and storytelling. Maru/edr’s Managing Director of Consumer Services – Sarah Beams – shares the most prominent themes emerging from what has so far lived up to its claim to be the boldest and most disruptive IIeX Europe yet.
With video content popularity at an all-time high, will it become the medium of choice for brands looking to capture customer feedback? Maru/edr’s Senior Client Research Executive – Lucy Horne – explores how customer feedback services can utilize – and benefit from – critical and engaging video-based insight.
Consumers’ demand for simplicity will continue to shape the winners in Technology, Media & Telecoms – but will the price become too high for some? Maru/edr’s Research Director and TMT industry expert, Anna Ritchie, explores what ‘simplicity’ will look like in 2017 and how significant this could be for certain brands.
2017 marks a big change in cyber security as business ramp up for the formalisation of the EU’s General Data Protection Regulation in 2018. Maru/edr’s Global Security Officer James Clarke explores the ramifications for market research and what brands and businesses need to do to make sure they’re compliant.
Pre-Christmas reporting suggested that this year would see more people shopping online over the holiday period than ever before. And with a 53% increase in mobile and tablet usage are we beginning to see Christmas Day’s significance as a key date in the retail calendar, to the extent that forecasts predicted?
Back in January, Maru/edr declared that 2016 was the year of emotion. Emotion is proven to have a significant impact on customer loyalty and therefore understanding how customer’s feel at any one time is key to the success of the bottom line. Here, Maru/edr’s Crispin Boon explores the progress made in measuring emotion over the past twelve months and how it will impact research in 2017.
For almost two decades, Digital Customer Experience Retail reports have been providing vital best practice and guidance as retailers and brands navigate changing consumer expectations. Maru/edr’s latest report revealed that ease and functionality are still fundamental to a great digital customer experience. Here Associate Director for Retail, Kat Hughes, explores just what a functional site experience looks like and why online retailing giant Amazon continue to deliver when it comes to great experiences.
They say that with the invention of the smartphone, we have the wealth of human knowledge in our pocket. By that same sentiment, we also have the global high-street. As the number of mobile users overtakes those using desktop, there is – now more than ever – a need for retailers to take this touch point seriously. Research Director, Crispin Boon, explores the results of Maru/edr’s latest eRetail benchmark to find out who is leading the mCommerce race.