Wolff Olins’ Post

💡 Dive into the world of personalisation & conversion optimisation! 💰 Our panelists Devon (Sign of the Times) and William (Nosto) are sharing their top strategies for creating profitable and delightful shopping experiences. What's been your key takeaway? Share with us! #SavanteCom

Excellent presentation from WalMart at CES 2024 - technology being put to work to drive new customer experiences. Good insights from Walmart CEO Doug McMillon ('we are a people-led tech powered omni channel retailer dedicated to helping people save money and live better') and interesting perspective from Microsoft CEO Satya Nadella (Generative AI putting expertise, not just information, at our fingertips). Great to see a CEO talking about technology and what it enables (while keeping people to the fore) - and comfortable doing so. Well supported by four colleagues - all with directly relevant presentations and examples of what Walmart has been doing. And you can see in this presentation Walmart looking to own your shopping experience - and maximise the percentage of your shopping done with them. Are you ready to have someone come in and restock your fridge? Seems a lot better than my trips to Cornelscourt (my local shopping experience) only to remember what I forgot to buy! #retail #technology #generativeAI #innovation Lots of what we are about: Business Advantage through Technology #BAtT

Listening👂is key for business success. It allows understanding customer needs, gathering feedback, building relationships, identifying opportunities, and improving internally. The best businesses make listening a core part of their culture. Examples of how listening has benefited companies: - Amazon uses customer feedback to inform product development (Amazon, 2023). - Starbucks introduced mobile ordering based on customer requests (Starbucks, 2021). - Lego crowdsourced new product ideas from its fan community (Lego, 2022). - Nike utilized customer feedback to develop their Nike Air technology and expand their product lines (Nike, 2022). - Airbnb evolved their home-sharing model by listening to host and guest experiences (Airbnb, 2023). Listening to customers and users has driven innovation and long-term success for these companies. #marketing #marketingstrategy #brandstrategy Xpress Brand Activation and Marketing

"I'll tell you what I want, what I really really want" (Spice Girls, 1996) When asked in the right way, people really will tell you want they want. More often, it comes out because they've not got what they wanted, or expected. There's a myriad of tricks and tips that can be used to get people to share what they really, really want is. There are even smarter ways to get people to share what they need but didn't know they want. Great researchers know the tricks so join some of them at Field Notes' Festival of Customer Delight and fill up your tool bag with some new ways to get people to open up and share their lives with you. #marketresearch #ethnography #customerexperience #consumerexperience #research #customerinsight #consumerinsight #innovation #npd

Did you get fries with that? 🍟 We are thrilled to announce our next Better Why Finalist for the Customer-Relationship Award. Congratulations to Matt Cahill, and his team at McDonald's, who demonstrated true customer centricity as they aimed to connect authentically with Gen Z (18-24-year-olds) to enhance cultural relevance in their marketing and product development efforts. Seeking inspiration from MTV’s “The Real World,” McDonald’s created, "Up Close: Gen Z," an 18-episode web series featuring six different Gen Zers from across the country. The show involved artists, advocates, and entrepreneurs, who shared their unfiltered views on a widespan of topics like Identity, Family and “The New American Dream.” They uncovered their raw, honest, deep human truths to help McDonald’s really get to know a crucial target customer. The goal was not only to inform and educate, but also entertain and engage McDonald's employees to better understand their customers. As one Better Why judge put it, “wow, really well done. What a creative and powerful way to help the team understand this customer group more. The impact was on the employee exposure and their understanding of their customer.” We will be revealing the winner of the Customer Relationship Award category tomorrow, so tune in! All November long, we will continue to share finalists and winners across the four award categories. Check out more details and register for our Better Why LIVE event on 12/7, where we’ll announce the Better Why Champion. https://lnkd.in/eqkUKBB3 #insightsawards #betterwhy #customers

We understand how hectic schedules can be, which is why we gave you an extra week to snag those early bird tickets for Retail Fest USA. But now, it's crunch time – today is your absolute last chance! This is the final call to get your tickets at the discounted early bird rate. Don't let this opportunity pass you by. It’s your last shot to join us at an unbeatable price for an event packed with industry insights, networking opportunities, and transformative experiences. ⏰ Act fast, the clock is ticking! 🎟️ Head to the comments to find the link and grab your ticket before the day ends! #RetailFestUSA #EarlyBird #FinalCall #LastChance #Ecommerce #Retail #Events #innocation #future #growth #marketing #brands #AI

As contribution to #CustomerServiceWeek, I'm delighted that CX Realities 2023 is now available. I was asked by Sabio to author this edition for a European audience exploring today's CX challenges in the context of everything that's changed since we last reported in 2021. Lots of research based insight and suggestions from me on what and where to focus. It's useful and hopefully a fun and engaging read as well. As a teaser, I conclude that braver, bolder decisions are urgently needed. Download a copy and find out why. https://bit.ly/3EYZTPl #CX #disruption #customerbehaviour #customerservice #contactcentres

Walmart’s ‘Adaptive Retail’ strategy, unveiled at CES, focuses on a people-first approach, integrating technology to enhance the consumer experience. Walmart's chief technologist, Suresh Kumar, showed up to explain the company's new customer strategy. “While omnichannel retail has been around for decades, this new type of retail – adaptive retail – takes it a step further. It’s retail that is not only e-commerce or in-store, but a single, unified retail experience that seamlessly blends the best aspects of all channels. And for Walmart, adaptive retail is rooted in a clear focus on people,” Kumar said. Walmart’s adaptive strategy aims to enhance the consumer experience in several ways: 1.   AI and AR Innovations Personalizing shopping experiences, improving product discoverability, and streamlining purchasing process.   2.   Personalized Replenishment Utilizing AI algorithms to predict and refill consumer needs automatically, reducing the time and effort in shopping.   3.   Sustainable Operations Focusing on environmental sustainability, leading to a positive perception among eco-conscious consumers.   4.   Employee Skill Enhancement Leveraging technology for employee development, aiming to improve customer service and efficiency.   5.   Rapid Delivery Options Expanding drone delivery to ensure faster and more convenient delivery options for consumers.

Listening 👂 is a key element of successful business, and why listening is so important for business 👍 👇👇👇👇👇

Did you even KNOW you were shopping? How has the physical and digital shopper experience merged? And how can you continue to meet customers at the zero moment of truth to create impact 💥 Find out. Checkout the rest of this episode at https://lnkd.in/eVXVCy2n And learn more about How to Measure #oohadvertising and How #brands show up in the real world at https://www.theoohinsider