A concerted effort to build real-time consumer sentiment tracking has seen Beiersdorf pivot its marketing, media and social approach to meet changing behavioural trends during the COVID-19 crisis.
Two presentations during the Cannes Lion Live 2020 virtual event point to the power of creativity in navigating the new normal of the postcovid future.
Chatbots are increasingly deployed by brands as another important channel of customer contact. BT’s Autonomous Customer 2020 research found chatbots are one of the new tech tools, along with phone and email, plus real human agents, that customers want when contacting...
A customer segmentation program gleaning the underlying motivations of flybuys members has not only been a strong tool during the crisis, it provides the key to responding in the new normal, says the group’s customer chief.
Personalisation, less intimation and collecting frequent customer insights are among the takeaways of the COVID-19 crisis for the CMO of Collective Wellness Group, Emily Thompson.
As Australian businesses begin to emerge from the COVID-19 lockdown, there’s a growing trend suggesting those best placed to recover quickly are the ones who stayed engaged with their customers throughout.