Tag Archives: Topic Customer Experience

Marketers have heard it a million times: Customers want personalization. They want offers, promotions and recommendations tailored specifically to them, straight to their inbox. In our own research, Epsilon found consumers are 80% more likely to make a purchase when a brand offers personalized experiences.

You’ve heard it a million times—"the modern marketing landscape is in the middle of a major change"—which is inherently true. The Covid-19 pandemic pushed marketers to completely rethink the way they communicate with customers, and the deprecation of third-party cookies coupled with increasing privacy restrictions by the likes of Apple and Google have made it even more difficult to have that dialogue with customers digitally.

As consumers, we’ve defined the financial services industry by the different products offered to us. For example, we may work with one bank for our mortgage needs and another for our checking and a third for our savings and financial planning.

Hear from our experts on the specific criteria and Epsilon's ratings in the 2021 Forrester Wave™ on Loyalty Solutions—and why they matter to your loyalty marketing outcomes.

Visit Omaha wanted to reach visitors during the city’s offseason and attract them to the area. Epsilon helped to evaluate their traditional audience markets and serve eye-catching creative to boost visitation during winter months, resulting in a strong revenue and community impact from over 14,500 new tourists. Let's see how they did it. 

Spam traps remain a top concern of senders fielded by our team. Yet while there is general agreement that spam traps should be avoided, there is not necessarily universal understanding as to what spam traps are or how they function for receiving networks and block list moderators. What are spam traps? How do spam traps work?  In short, a spam trap is a record designed…

Refining and perfecting a recipe is a baker’s Everest. Working through two, three, four iterations of a recipe take time and dedication—a passion (and ability) shared by few. Auzerais Bellamy, owner of Blondery, is one of the few.

Creating customer value and cultivating customer relationships has never been more important—or complicated. Consumer expectations are high, business models have changed, and it’s essential for brands to communicate value in everything they do.

Curbside pickup and contactless delivery have surged around the world.  Find out how restaurants can evolve from contactless experiences to increased loyalty.  

Curbside pickup and contactless delivery have surged around the world.  Find out how restaurants can evolve from contactless experiences to increased loyalty.  

COVID-19 has upended numerous industries—travel is nowhere near previous levels of activity, restaurants had to completely rethink their business models and the same goes for retail stores.

COVID-19 has upended numerous industries—travel is nowhere near previous levels of activity, restaurants had to completely rethink their business models and the same goes for retail stores.

Today, excellence in customer experience has become the chief determinant of a brand’s success.

When shelter-in-place orders were first instated in March, retailers had to close their doors in an effort to stop the spread of COVID-19, resulting in a steep drop in sales for everyone. While the decline was not totally out of the blue, retailers are still feeling the pressure: according to Epsilon data, consumers across generations still have mixed feelings around when they will return to…

The unexpected hit of COVID-19 has jolted the retail world into a need for transformation. In March, when stores were suddenly shuttered, retailers had to quickly pivot their omnichannel approach, from evaluating brick and mortar to creating contactless customer experiences.

Artificial intelligence (AI) has woven its way into the fabric of our everyday lives, and many of us are completely unaware of it. Our morning commutes are quicker, depositing a check online is easier, frustrating daily spam emails are fewer. And businesses are buying into it. According to Gartner, thirty-seven percent of organizations have implemented AI in some form—that’s a 270% increase over the last…

In today’s global marketplace, there are constant disruptions and uncertainties. Whether it be the upcoming US election, BREXIT, swings in the economy or global health concerns, change is inevitable.

My colleague and partner from our Digital CX group, Jill Redo, and I have been scanning the retail communications landscape the last few weeks. Our teams identify new weekly UpTrends, which we’ve been publishing in a newsletter to sales, client partners and account executives for client distribution. Her observations below, along with mine, hit on some of the challenges and opportunities facing retailers today.

In order to flatten the curve of COVID-19, restaurants have been ordered to close their doors to customers. While we hope businesses will reopen safely in due time, we’re left to navigate these unchartered waters.

COVID-19 has turned our lives upside down and impacted the way we do almost everything—from working, caring for our families and schooling, to shopping and entertainment. Business as usual has become business as unusual, requiring us to think differently about what customers care about and how to reach them. While many restaurants have closed their dining rooms and are only offering takeout or delivery, and…