Spotify: Dominating Music In Real Time

Spotify: the largest on-demand music service in the world, and growing fast. They offer a “freemium” as well as a paid premium model, allowing users the option to avoid advertisements and listen offline.

Tens of millions of daily Spotify users generates data that gives Spotify a unique opportunity to develop their products and services based on user behavior.

This report will provide some background on Spotify and explore their Customer Value Proposition using our CVP Canvas. We will identify the brand initiatives surrounding product innovation, added-value services, shopping experience, and communication that contributed to a new success.

 

Influencers Now: The Current State Of Influencer Marketing

Ways of communicating have always evolved, only now they’re arriving faster than ever before. It’s becoming increasingly instantaneous, visual, authentic and personal in terms of the content being shared, and the younger generation need brands to keep up.

Online influencers are fitting the bill with their 24/7 presence, high engagement and openness of every aspect of their lives.

 

This snapshot evaluates the current state of Influencer Marketing to help inspire brands in how they could approach collaborations: 

  • Who are they? - Who are influencers? How powerful they are and what’s their job to be done?
  • Where are they? - Which platforms do influencers use? How are platforms changing along with the influencers?
  • How are they used?  - What are the best examples of how brands are working with influencers to achieve various marketing goals?
 

Report Infographic

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6 Customer Experience Trends of 2017

We're sure you're also hearing "customer experience" everywhere. It's now a huge talking point for brands across industries, no longer confined to the customer service or design departments. The customer experience is everyone's responsibility, and the businesses realizing this are taking strides ahead of their competitors.

Daily research and working alongside a range of big-name clients means we're always on top of what's happening, giving us a great view of what's to come. 

Here we explore six of the biggest trends growing in popularity and being increasingly researched as potential areas for disruption this year.

They're the trends that are perhaps not announced and shouted about, but that we see becoming huge differentiators between the brands that stay relevant and resistant to changing expectations and evolving technologies in the near future, and the brands that come and go.

Begin bringing them into your branding talks sooner rather than later... 

 

Think there's a important trend that should be up there? Tell us!


Touch-Point Technology: Transforming The Customer Journey

Technology has become a part of almost every day-to-day activity. Things are no different for how brands do business.  The customer journey has been transformed to address rising expectations in speed, precision, personalization and security through implementation of technologies at crucial touch-points, or the moments of interaction between the brand and the customer.

This snapshot explores three trends we see in today’s brands’ use of technology at touch-points along the customer journey: 

  • Reducing customer effort
  • Re-humanizing interactions
  • From responsive to predictive
 

Report infographic

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Customer Value: giffgaff's Strategy - The Underdog Leading in CX

giffgaff’s network users are not only at the heart of their business, they are their business. A consistent brand image has brought them out on top in customer satisfaction in the UK, outperforming all competitors including O2, EE and Virgin.

How are they continuing to encourage and harness the power of a loyal and engaged community? How do they continue to deliver mutually beneficial value while staying true to their core values?

This report will introduce giffgaff’s core ideas, and explore their Customer Value Proposition using our CVP Canvas to identify the brand initiatives around product innovation, added-value services, shopping experience, and communication that contributed to exceptional customer experience.

 

INFOGRAPHIC SUMMARY: COMMUNICATIONS

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