PK

APRIL 16, 2018

Lenati’s strategy and customer insights experience pairs with ProKarma’s expertise in technology and digital engineering. BEAVERTON, OR and SEATTLE, WA (April 16, 2018) — ProKarma, a global IT solutions company, today announced a definitive merger agreement with Lenati, a Seattle-based customer experience strategy consultancy.

Telecommunications 40

Telecommunications Competitive Advantage Transportation Consulting 40

Think Customers

NOVEMBER 4, 2019

The automobile—a status symbol and one of the most common forms of transportation for nearly a century—is facing headwinds around the world as new transportation options proliferate and other factors cause more and more consumers to question the value of privately owned cars. auto sales are expected to be about 16.9

Automotive 40

Automotive Chief Customer Officer Transportation 2001 40

Wootric

FEBRUARY 14, 2019

Why we love David : He’s VP of Customer Insights at Ancestry.com. A seasoned CX pro, David was with the Global Consumer Insights team at Clorox and Head of Global Research and Brand Strategy at Fitbit before joining the venerable family history and genomics company. Guneet Singh. Melinda Gonzalez.

Workshop 67

Workshop Consulting Customer Experience Professionals Books 67

Martin Hill-Wilson

SEPTEMBER 22, 2016

Even though John Lewis is recognised for their online successes, they still keep their eyes focussed on what matters to their customers. For instance, online sales grew by 17% in their latest financial year, with m-commerce up by 34%. However they also spotted that their online sales go up in areas where they open a new shop.

Multi-Channel 83

Multi-Channel Insurance Customers Customer Journey 83

QuestionPro Audience

FEBRUARY 22, 2018

Conducting research studies are one thing, but conducting a survey that actually generates insightful data is another. A well-written survey can provide the client with invaluable customer insights. Replace: Which of these brands has the best quality and taste? With: Which of these brands is your favorite?

Transportation 88

Transportation Insights Measurement Customer Insights 88

Currency Alliance

DECEMBER 19, 2022

In loyalty, this can be especially powerful in using distressed inventory to create greater customer value for members, in adjusting margins based on demand, or proactively managing program liability. This will allow brands to build greater affinity by anticipating customer objectives and being present when the customer needs your help.

Loyalty 52

Loyalty Marketing Airlines Loyalty Programs 52

Currency Alliance

MARCH 20, 2020

share customer insight among partners, so you know how to maximize lifetime value for each customer, and can create more personalized engagement. 20 years ago, it cost the customer nothing to participate in a bad loyalty program, because there was no better alternative. Create a list of five important customer segments.

Loyalty Programs 52

Loyalty Programs Loyalty Hotels Travel 52

Storyminers

JULY 6, 2020

His clients range from large, publicly traded companies to leading professional service firms and fast-growth and established small businesses including Apple, Diesel, Freshworks, KFC, Pearson, Shell etc… plus lots of smaller brands and SMEs. Arie Goldshlager. Barry Dalton.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

Currency Alliance

MAY 9, 2019

Consumers thought about cars and mass transit, while manufacturers of transportation assets thought about market share. Independent of market positioning, unique customer insight will become the primary competitive advantage. Of course, until a few years ago, there was no “mobility sector”. That will play out in mobility too.

Loyalty 56

Loyalty Loyalty Programs Airlines Travel 56

Storyminers

JULY 6, 2020

His clients range from large, publicly traded companies to leading professional service firms and fast-growth and established small businesses including Apple, Diesel, Freshworks, KFC, Pearson, Shell etc… plus lots of smaller brands and SMEs. Arie Goldshlager. Barry Dalton.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

Currency Alliance

FEBRUARY 26, 2019

We believe these trends will occupy most brands’ efforts during 2019. A great loyalty strategy runs in sync with the business and permeates virtually every customer-facing aspect. Emotional loyalty: add incentives along many touchpoints in customer journeys. A loyalty program should be relevant to 80% of customers.

Loyalty 45

Loyalty 2019 Loyalty Programs Hotels 45

Currency Alliance

NOVEMBER 17, 2020

It allows us to keep customers engaged when business plans fly out the window, due to marketplace calamities, such as the Covid-19 pandemic. But those brands pursuing each of the trends predicted for 2020 probably suffered less as the course of this year evolved. They don’t want to re-enter information they’ve already provided.

2021 52

2021 Loyalty Loyalty Programs Travel 52

Thematic

NOVEMBER 13, 2018

If they care this much about their customers you better also, if you want to stand a chance in today’s competitive market. Now we’ll talk about how you can actually capture those customer insights and respond to them in a way that works for you. 20% of customers talk about price.

Voice of Customer 101

Voice of Customer Net Promoter Score ROI NPS 101