It’s an accepted truth that converting new customers costs approximately five times as much as retaining existing ones. It’s little wonder, then, that customer experience has become a major focus for companies around the globe.
The travel industry has endured a challenging few years through the COVID pandemic and, most recently, during the well-documented travel chaos of summer 2022. Post-pandemic, the industry has struggled to right itself, with the summer’s turmoil starkly illustrating the issues facing the industry after significant recent disruption.
Every retail and eCommerce player knows personalisation is essential. It’s how you build customer trust, make your messaging meaningful, and keep shoppers coming back. But fewer realise how deep and broad true personalisation goes.
RCS, or Rich Communication Services, is the latest evolution in text messaging, and it's well on its way to becoming the world's biggest messaging channel. There’s never been a better time to explore what RCS can do for your business.
Keeping your promises to customers is important. We look at how automation can impact the entire customer journey for housing associations and their customers.
Boasting an engagement rate of over 70%, the WhatsApp Business Platform has proven itself as an exceptionally valuable channel for building customer relationships. But how do you use this popular channel to your advantage and grow your audience and business? In this article, we will share everything we know about building better customer relationships on WhatsApp.
The leisure industry is undergoing a tremendous shift in how service providers – be it sports stadiums, venues, or events organisers - communicate with their visitors, especially regarding customer service and guest interaction.
There’s a push and pull in a business where we are acutely aware of the need for individual, personalised team and customer communication. Still, we don’t always have the time or capacity to manage it. To this end, many opt to implement a robust internal knowledge base with an integrated chatbot functionality.
With each technological advance, criminals find new ways to defraud businesses, and Communication Platforms-as-a-Service (CPaaS) are no exception. Organisations as diverse as the Formula 1 Heineken Dutch Grand Prix to DHL are enjoying the customer experience and conversion benefits of CM.com. And fraudsters want to get in on the act. Though we take every measure to assure safety, it will not stop criminals from trying. But there are some additional steps you can take to help prevent fraud.
Happy birthday, SMS! This famous channel celebrated its 30th birthday on December 3rd, 2022. From messages between individuals to SMS Marketing, the channel reigns supreme in the world of telecommunications. Let's look at some fun statistics and details you might not know about; 30 years of SMS history, the channel that pioneered mobile messaging as we know it today.
Wouldn’t it be fascinating to put a value on service speed for your business? How much do you think it would be worth to route customers as quickly as possible to the right place? A place where their problems can be solved in record time?
Did you know WhatsApp can add value to your business? With WhatsApp users in the United Kingdom projected to reach 38.35 million users by 2025, businesses can benefit from this immensely popular messaging channel.
The customer service industry has had its fair share of challenges over the past two to three years, with COVID forcibly altering the face of customer care, in some cases permanently. Supply chain issues, inflation and cost of living crises have added fuel to the fire and presented significant challenges to an already over-stretched sector.
We talk to CM.com’s Sam Windridge about the state of sports marketing over the coming year. Technology presents both challenges and opportunities for sports brands over the coming year. On the one hand, increased access to news and event highlights on a wider-than-ever variety of digital channels threatens the in-person experience. On the other, if brands embrace the digital opportunity, they can build more seamless fan experiences for their customers across a wider variety of channels and satisfy the increased appetite for broader, more immersive experiences both from fans at the event and those watching at home. We’ve been working on what this means for the next twelve months in sports marketing. Here are some of the major trends we’ve identified for 2023.
After a tough 2022, marketers will be looking ahead to 2023. With economic uncertainty the major theme for this year, it’s likely that marketers will be asked to do more with less. It's a challenging environment but as with all challenges, there are a host of opportunities that quick-thinking and acting brands can benefit from. We look at the marketing trends for 2023 and give our take on the developments that will shape the coming year.
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