customer behaviour

Triya Govender, Head Of Marketing & Client Experience at Floatpays, talks about the central role of data in creating a more effective, human-centred client experience that drives retention and advocacy. 

Brands that want to influence customer behaviour must begin with understanding it. Behavioural data is the gold standard because it’s a direct measure of what consumers care most about, says Patrick Fagan, a behavioural scientist and CX consultant. 

Changing customer behaviour and pressure to increase efficiency are leaving banks with no option but to use digital tools, says Thom Kokhuis, Head of Conversational Banking of Rabobank. In banking, automatic speech recognition is now becoming pervasive. Merging voice interaction with digital touchpoints plays an important role in customer interaction; it changes how consumer relationships […]

Consumer behavioural shifts during Ramadan see social media service expectations surge. During the holy month of Ramadan, it’s not uncommon for businesses to extend their opening hours or run special offers. But how well are top brands accommodating to their consumers’ behavioural shifts on social media? DataEQ conducted a cross-industry social media trends study on […]

Organisations fail because their initiatives are dictated by inward-looking business priorities. Since market opportunities are constantly changing, their solutions are often dated by the time the project launches. Disregarding the problems people face both internally and externally hurts companies in the long run. A few priorities to consider: Business priorities — Projections based on inaccurate […]

In this episode of Martech Mandate was about understanding customer behaviour to deliver more personalised experiences and how behavioural data will soon allow marketers to know what customers are thinking. We live in a technology-driven world, but caveman biases and processes still drive our thoughts and actions. With only .0004 per cent of conscious control, […]

Why do people buy things? Understanding customer behaviour plays a pivotal role in brand growth and revenue. Customer experience is at the heart of every business strategy, and due to the dynamic nature of customer behaviour, insights of a consumer psychologist are now vital. From retail and tech giants to every small and medium-sized enterprises […]

It’s not only customer experience that has become the core of business strategies but customers themselves. With shoppable user-generated content (UGC) as the current marketing trend, brands anchor their loyal customers to fuel their business strategies. A recent DemandGen report revealed that over 90 per cent of buyers prefer interactive and visual content over traditional […]

Despite the pandemic, brands across industries are sensing the need to offer innovative experiences to customers. The experience economy is here to stay. Laila and her group of friends want to hang out in a café with board games rather than a traditional coffee shop. Fred wants to first experience the latest iPhone features in […]

Brand crises due to social media trolls, controversial advertising are steeply on the rise. Here is a checklist to keep the crisis management stack on standby A controversial marketing campaign or an advertisement, an underwhelming product quality review, or even an unpleasant comment from an employee on social media can initiate a brand crisis. Several […]