Customer Engagement
It seems obvious. If you build a rapport with your customers, and you have something they want, then they will buy from you again and again. We want to know what builds this rapport. We know creativity, data and technology are factors but we don’t know how the interplay works. That’s why we developed our Customer Engagement campaign, to find out what makes brilliant engagement, for the benefit of marketers and consumers everywhere.
Better engagement means better business.
04 Nov 2025
Audience Planning: The Backbone of Modern Marketing
Marketers face more choices, tools and touchpoints than ever—but with that comes the risk of chaos. Audience planning is how we bring focus, control, and commercial sense to an increasingly complex world. Done right, it should deliver the desired results like shooting fish in a barrel.
30 Oct 2025
Time to learn from Messi, (Customer-Centric) Goals Matter More Than Ever
For marketers to truly drive value, commercial goals must be grounded in customer understanding. The Planning Hub explore how we plan and prioritise, and why Goal setting isn’t a new concept but that aligning around the right ones might be the most overlooked opportunity in customer...
22 Oct 2025
The Customer Hat Isn't Optional: Why Planners Must Wear It at Every Stage
Customer expectations keep rising. So does complexity. If brands want to stay relevant, planning needs to change, not just how we do it, but where it sits. Marketing has no shortage of strategists, analysts, creatives, and customer champions. But one role increasingly links them all: the...
15 Oct 2025
From Automation to Anticipation: Why CRM Needs to Grow Up
The real revolution isn’t about efficiency. It’s about intelligence. We’re entering the age of anticipation, where AI doesn’t just execute tasks — it predicts needs, fills gaps and creates experiences that feel effortless. Read more in this article by Nicola Nimmo, DMA Customer...
27 Feb 2025
Customer Engagement Future Trends Report 2025
How aligned is your customer engagement strategy to what truly matters to customers?
19 Nov 2024
Customer Engagement Report 2024
For the first time ever, our Customer Engagement Report brings together insights from both marketers and consumers, to give you a full insight into the current market landscape.
18 Nov 2024
Love has no price: Longer Lasting Customer Loyalty Through Postal Marketing
This article delves into the often-overlooked potential of print media, specifically postal marketing and data-driven direct mail, as a catalyst for building enduring customer relationships, moving beyond the fleeting allure of price promotions and discounts.
31 Oct 2024
Using Customer Data to Build Loyalty in a Price-Sensitive Market
In a market driven by rising costs, brands face the challenge of building loyalty without resorting to endless discounts. This article explores how this trend risks fostering a loyalty crisis, as customers increasingly chase deals over brand connection.
08 May 2024
What's your cost-of-living crisis exit strategy?
Economic pressures have plagued households for several years, with brands facing the challenge of engaging consumers who are more budget-conscious than ever before. As a result, brand loyalty has sharply declined, with 61% of consumers being less likely to stick with brands in 2023 compared to...1.png)