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

Michelli Experience

AUGUST 8, 2017

Here is the contender: In case you missed it, Joon is the new airline brand of Air France. From the Voice of the Brand. According to Caroline Fontaine, VP Brand at Air France: “We started with our target customer segment, the millennials, to create this new brand that means something to them.

Airlines 45

Airlines Travel Transportation Consulting 45

Kustomer

NOVEMBER 4, 2020

Customer experience (CX) is a determining factor in whether customers are loyal to a brand or not. Over 80% of companies who prioritize customer experience report an increase in revenue. Brands must stay on top of CX trends. Microsoft predicts that by 2025 as many as 95% of customer interactions will be through AI.

2021 52

2021 Customer Experience E-support Omnichannel 52

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.

Automotive 40

Automotive Chief Customer Officer Transportation 2001 40

ReviewTrackers

MAY 8, 2017

20:20 Customer Experience Summit by Marketforce gathers 250+ senior CX professionals from across a huge variety of industries, including retail, transport, financial services, media, telecoms, utilities, and more. Customer Experience World. When: July 4 to 5, 2017. Where: London, UK. When: May 23 to 24, 2017. Where: London, UK.

2017 50

2017 Events Customer Experience Customer Journey Mapping 50

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. Melinda Gonzalez.

Workshop 67

Workshop Consulting Customer Experience Professionals Books 67

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

Martin Hill-Wilson

SEPTEMBER 22, 2016

There is a ton of it: from government level, to research firms and individual brands using research to prove a market demand. It’s all useful if you remember the golden rule of customer insight. In other words, it needs to be understood as a commitment for the foreseeable future. Let’s first tackle existing research.

Multi-Channel 83

Multi-Channel Insurance Customers Customer Journey 83

Forrester's Customer Insights

JULY 19, 2022

In this first research report on this topic, clients will discover how closing gaps in communication can ignite insights-driven decision-making. This content will resonate most with people leaders or change agents who are struggling to transport insights-related messages from the top […].

Insights 26

Insights Transportation Communication Brands 26

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

SEPTEMBER 5, 2018

Powerful consumer brands, meanwhile, are building their own coalitions. 0: operated and run by a powerful consumer brand (pioneered by Tesco in 1995). 0: a decentralized brand coalition, enhanced by marketing technology (2017 onwards). offering your best hope of earning profitable customer loyalty. Unfulfilled promises.

Loyalty 36

Loyalty Consumers Brands Airlines 36

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

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

Currency Alliance

MAY 20, 2024

When a bank compares the LTV of their customer in their current standard loyalty program with the huge LTV that is possible from a bank-sponsored loyalty ecosystem of many partners, they will want to get started immediately. The bank’s loyalty currency (if it has one) cannot usually be issued by other brands.

Banking 52

Banking Loyalty Loyalty Programs Travel 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

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. A Global Guru poll established him as one of the top ‘Customer Service Gurus’ in the world.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

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. A Global Guru poll established him as one of the top ‘Customer Service Gurus’ in the world.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

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

Qualtrics

OCTOBER 4, 2021

Across the globe, brands, businesses and many of our own employees rely on Google Workspace’s apps — from Google Calendar and Google Sheets to Google Docs and Google Drive — to plan, analyze, create and share business insights across the organization. And what if you could do all of this, and more, without the help of IT?

Transportation 26

Transportation 2020 Connections Brands 26

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