Campaign Insight

Taking back control of the customer journey

Taking back control of the customer journey

Digital revolutionised the way people discover and shop – both on- and offline. The web opened up a new era of consumer power and with so many online-only and niche businesses now in existence, big brands have to work harder. And more often than not, it’s more than the products or services that consumers are after; they want experiences that go beyond the expected.

In 2016, Campaign and Trustpilot surveyed over 100 marketers from small to large leading businesses around the UK, to discover what insight they collect on their customers, how it informs their strategies and how customer-centric they think they are. Following the research we ran a live webinar with leading luxury travel and retail brands to draw upon their insight and reveal the results.

This report uncovers the results of our survey and gives top advice on how businesses can become more customer-centric, improve brand reputation and gain consumer trust.

Marketers often talk about customer experience. Putting the customer first, building customer-centred strategies and providing rich experiences for consumers. But what we don’t often talk about is why so few brands are excelling in this area? Watch our no-nonsense debate featuring two industries who often face the brunt of consumer opinion and social chat.

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    Cass Gowing Global Social Media Manager, Allsaints
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    Jae Hopkins Marketing Director, Exodus Travels
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    Alan Duncan Marketing Director, Trustpilot

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