Dateme Tamuno
Humour and Romance Redefining the Digital Customer Experience in 2016- Harvey Nichols Case Study
A few days ago, a colleague said in utter surprise and excitement “You won’t believe the message I received when I unsubscribed from Harvey Nichols’ newsletters.” We were all curious and asked her to read out the message word for word. The first section...
The customer journey to online purchase – 10 predictions for 2016.
As we lead up to Christmas findings indicate that 62% of US consumers will have researched Christmas gifts by looking on Amazon and 44% running searches on Google. Social media platforms like Pinterest also serve as places for gift ideas with an accumulated holiday...
How E-A-T is an important ranking factor for Google and how you can make...
A few days ago I attended the first mobile advertising boot camp organised by Google. The welcome slide on the projector had the name of the speaker. Instantly, I looked up the profile of the speaker on LinkedIn. I did this to check the...
Easy Jet Shows Why Customer Intelligence will be Pivotal for Digital Marketing in 2016
A few days ago a friend of mine received an email campaign from Easy Jet. She was so thrilled and sent a screenshot of the message to me with these accompanying words: “Thought you’d appreciate how personal this marketing is.” It was a well-crafted email...
Trust in the digital age, how far is too far? A Vodafone and TalkTalk...
Last night, I was scrolling through the BBC website to get an update on the English premiership results. I was suddenly taking aback, when I saw a headline that read: “Almost 2,000 Vodafone customers’ open to fraud.” As a Vodafone UK customer, I was...
How do customers respond to change? The 5 pence bag case study.
About a few weeks ago, shoppers in England were required to pay for plastic bags. It is a meagre 5p cost but has led to a mega change in consumer behaviour. I have been observing customer behaviour since this change came to effect to...
10 quick tips on improving the web chat experience
A few days ago, I was experiencing some technical issues with my FTP (File transfer protocol) software and a crawling error message from Google. I reached out to my server provider Hostgator, for help. I have always been impressed by the help I received...
Search marketing insights from O2’s ‘be more dog’ advert
I came across the 'be more dog' advert by O2 a few days ago and it got me pumped up. It was a breath of fresh air and I got down to scribbling insights, generated from this award-winning campaign. On this occasion, these insights will...
Whatsapp new Emoji and lessons for CX personalisation
A message from a friend on Whatsapp went thus: “Random question but which hand of Emoji suits me best?” The response she received was this: “You need an in between.” About two weeks ago, I noticed that hand related Emoji’s on Whatsapp like thumbs up,...
7 Social media marketing insights from Google Doodle
Most mornings, before carrying out a search on Google, the first feature that gets my attention from the homepage is the Doodle. Let’s start off with a simple definition of the Doodle from Wikipedia: “A Google Doodle is a special, temporary alteration of the...
10 common misconceptions about customer intelligence
A few months ago, I listened to an interview from the founder of a new customer intelligence platform. This start-up is addressing the field of customer intelligence from the angle of automating buyer personas. Cintell’s aim is to provide a customer intelligence cloud-based solution...
Amazing Grace powered customer experience from Amazon
Amazing grace is a popular hymn written by John Newton and the term Grace is a popular term used in faith to symbolise ‘forgiveness.’ It is a very powerful word that also typifies unmerited favour and reconciliation. Anne Lamott opined that; “I do not...
How life coaching is redefining customer experience in 2015
A few months ago, a speaker at an event, talked about a special experience he had with Virgin train. This special experience for this Virgin train customer did not take place at the ticket office or the first class cabin. It took place at...
One important lesson from GoDaddy’s customer service
A few days ago, my GoDaddy account was locked, as it indicated I had tried using the wrong password. It was a great inconvenience, as I called up the customer service team and it became one of the smoothest customer experiences I have ever...
Amazing insights from Amazon’s Customer Experience
Several customer experience ratings have been carried out over the years, in unravelling the top CX companies. The annual Which report on customer service of 2013, saw a top 10 that comprised of Lush, John Lewis and Waitrose. Amazon was 9th with a customer...
10 fascinating copywriting techniques used by Apple
Apple copywriters know how to write a great copy. I read a blog that revealed eleven techniques adopted by Apple copywriters. This blog expressed the techniques used by Apple copywriters for the IPhone 5. Upon reviewing the sales copy for the Apple watch, I...
10 social marketing lessons from the Mayweather Vs Pacquaio fight
The much-anticipated clash between Floyd Mayweather and Manny Pacquaio took place over the weekend. So many boxing pundits and legends have stated that the presence of social media helped raise the popularity and gross earning potential of this fight. Let’s look at some...
Some real reasons behind user generated contents
A few days ago, I had a chat with a friend, who stated that he had applied to Jack Daniels, to be a promoter of its brand on Instagram. He stated that Jack Daniel were trying to grow their social media presence hence, an...
Twitter partners with Foursquare to put location-based marketing higher on the map
In today’s social media climate, there appears to be a constant flooding of information, which has seemingly contributed to the drowning of user engagement. Twitter, a top social media networking site with over 310 million users, has recently stated of her intention, to partner...
Six essential elements of social media management
The buzz-phrase that seems to be thrown around the web is ‘social media management.’ So many platforms and firms out there, in a self-acclaimed manner, dub themselves as ‘the complete social media management software, platform or firm.’ A deeper look into some of these platforms,...