AIDA is a classic marketing model that maps out a customer’s journey. It stands for Attention, Interest, Desire, and Action, outlining the four stages a person typically goes through when deciding to buy a product or service. This framework helps
Brand RTBs (Reasons to Believe) are the key points or evidence that support a brand’s promises and build consumer trust. They demonstrate why a product or service delivers on its claims, such as through quality, expertise, or customer testimonials. Strong
Brand sentiment is the overall attitude and emotion that the public feels towards a company or product. This is often tracked on social media and review sites to gauge customer perception. Positive, negative, or neutral sentiments can influence a brand’s
A customer touchpoint is any point of interaction a customer has with a brand. These moments occur across the entire customer journey, from initial awareness to post-purchase support. Identifying and optimising touchpoints is vital for an effective digital marketing strategy
Enshittification, also called crapification and platform decay, describes how two-sided online products, services and platforms worsen over time. First, they attract users with a quality service. Then, they reduce quality to better serve business customers. Finally, they degrade the service
Human-centric UI (User Interface) is a design philosophy that prioritises the user’s needs, behaviours, and limitations. It focuses on creating intuitive, efficient, and enjoyable digital experiences. This approach ensures technology is designed to serve people effectively.
Interactive Voice Response (IVR) is an automated phone system technology that allows callers to interact with a company’s services through pre-recorded messages and menu options, often using voice commands or keypad inputs. It streamlines customer service by routing calls to
A personalised nurture campaign is a marketing strategy that delivers tailored content to leads or customers based on their interests, behaviour, or stage in the sales journey. By using data-driven insights, it helps build stronger relationships and guide prospects towards
Phygital merges the physical and digital worlds to create a seamless, interactive customer experience. It blends the tangible aspects of being in-person with the convenience of digital technology. This strategy enhances customer engagement through innovations like QR codes, smart kiosks,
A Product Information Management (PIM) system is a central hub for storing, managing, and distributing all your product data. It ensures that product information is consistent and accurate across all marketing and sales channels, such as e-commerce sites, catalogues, and
Social listening is actively monitoring online conversations around your brand, products, and industry. It helps businesses understand customer sentiment, identify key trends, and manage their online reputation. Gain crucial insights to inform your digital marketing strategy and improve customer service.
Touchpoints are all the interactions a customer has with a brand across various channels, such as websites, social media, or in-store experiences. They play a key role in shaping the customer’s perception and overall journey with the brand. Effective management
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