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M&S’s Nathan Ansell on proving the value of customer experience

Customer data must be shared “as far and wide as possible” within a business to ensure the commercial benefit of investing in customer experience is fully understood by all departments. That is the view of Nathan Ansell, global director of loyalty, customer insight and analytics at M&S and former head of brand and marketing for

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Can Twitter turn its ‘influence and impact’ into ad ventures?

Twitter’s disappointing fourth quarter results, with advertising revenue falling for the first time since its IPO, show it needs to do more to appeal to advertisers. Twitter reported a loss of $167m (£133m) in the final quarter of 2016, compared to a $90m (£72m) loss in the same period in 2015. Its active users increased

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L’Oréal looks to capitalise on ‘golden age of beauty’ with ecommerce push

L’Oréal says it wants to take a “pragmatic” approach to its online selling, as it looks to become “a leader in digital beauty” and have more personalised interactions with consumers. The beauty giant revealed its full year results this morning (10 February), showing that like-for-like sales grew 4.7% to €25.8bn (£22bn), with sales increasing 10%

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Aldi, Brand safety & the Super Bowl: 5 things that mattered this week

Aldi becomes the UK’s fifth biggest supermarket This week, Aldi overtook the Co-operative to become the fifth largest supermarket in Britain for the first time. According to figures from Kantar Worldpanel, sales at Aldi were up 12.4% year-on-year in the 12 weeks ending 29 January. That increase helped buoy its market share by 0.6 percentage

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River Island dismisses talk of a fashion decline as it unveils first cinematic ad

River Island says it is avoiding seasonal fashion ads as it creates a new always-on campaign to showcase the diverse identities of its customers. Its latest campaign ‘Find Yourself’ will be spread across TV, press, digital, social and for the first time will include a cinema screening. It moves away from seasonal marketing – or

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Brand safety online: Can it ever be guaranteed?

Adverts from some of the world’s biggest brands are appearing next to content by pornographers, extremists and white supremacists, helping to fund their causes, according to a report in The Times. The newspaper’s investigation found that brands including Waitrose, Marie Curie and Mercedes-Benz were unwittingly appearing on hate sites and next to YouTube videos created

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PizzaExpress moves beyond gamification with reservation chatbot launch

PizzaExpress has launched a Facebook Messenger bot allowing people to book a table upfront, in a bid to move away from gamification and make a “real” impact on how customers interact with the brand. The bot allows consumers to choose a local restaurant and book a table within 90 seconds and uses live data to

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