Forrester's Customer Insights

MAY 30, 2023

Breakups are the impetus for some of the world’s most engaging and powerful art, media, and entertainment. Any Taylor Swift fan will back us up on that. When famed TikTok creators and couple Chris Olsen and Ian Paget announced their breakup last year, fans from all over the internet were quick to express their grief. […]

Entertainment 26

Entertainment Sales Engagement Social Media 26

Chattermill

SEPTEMBER 11, 2019

The rise of the entertainment platform is a true tale of disruption. The goal of the post is to distil some of the actionable key takeaways for customer experience practitioners. They’re shaking up the entertainment industry and offer a blueprint for delighting customers. Netflix keep customers engaged.

Customer Experience 76

Customer Experience Touchpoint Entertainment 2016 76

C Space

FEBRUARY 12, 2020

We simply tap into services to really meet our needs, whether those needs are we want some entertainment, we want to do some work, or we want to get from point A to point B. I think once customers really experience a subscription-based business model, there’s no going back. It starts with the customer. The Right Insight.

Customer Centricity 52

Customer Centricity Net Promoter Score Entertainment Banking 52

SurveySparrow

SEPTEMBER 27, 2023

Entertainment and Content Recommendations: Streaming platforms and music services leverage big data for content recommendations, keeping users engaged. A user-friendly survey platform empowers you to effortlessly collect and analyze customer feedback, making data-driven decision-making a breeze.

Customer Experience 52

Customer Experience E Commerce Loyalty Programs Social Media 52

Currency Alliance

OCTOBER 12, 2021

Just like the most frequent customers, engaging the mid-long-tail in your loyalty program will depend on finding complementary brand partners. However, the vast majority of these customers are a more varied subset of your audience, with more varied interests. I’m a case in point.

Loyalty 59

Loyalty Loyalty Programs Airlines Travel 59

Currency Alliance

JANUARY 18, 2021

Companies will also need to improve the methods they use for capturing it, and – most important – the infrastructures/methods to reliably extract accurate customer insights that improve engagement. How hotels can prepare: many hotels have some partnerships, but little insightful data is shared.

Hospitality 52

Hospitality Loyalty Hotels Loyalty Programs 52

Forrester's Customer Insights

JULY 27, 2017

Digital retail theater is becoming reality for consumers as retailers rush to find ways of attracting and retaining store customers. It’s the combination of original retail theater – entertainment, novelty, and engagement – with digital technologies and services to create the next level of in-store experience.

Technology 33

Technology Entertainment Retail Consumers 33

Forrester's Customer Insights

APRIL 9, 2015

Do you think of Comedy Central as a TV brand, an entertainment brand, a content brand, or something else? In building engagement, loyalty and audience, how do you balance the place of the Comedy Central brand vs. the brands of your individual programs, like the Daily Show or Broad City? Comedy Central is a comedy brand. TV landscape.

Multi-Channel 36

Multi-Channel Entertainment Customer Insights Brands 36

Currency Alliance

JUNE 1, 2020

In the UK, the John Lewis Partnership, which operates Waitrose supermarkets, reports that customers are spending more on comfort food, alcohol and world cuisine[i]. to keep entertained and occupied.”[ii]. After Covid-19, nearly every customer type will be more deliberate in how they spend money. Increase velocity of earning.

Loyalty 72

Loyalty Consumers Marketing Loyalty Programs 72

Currency Alliance

JUNE 16, 2020

While travel and retail brands have made a lot of progress in the last 24 months, the bulk of innovation has come from other consumer sectors – including media businesses, entertainment, and telecoms providers, which in recent years appeared to regard loyalty as a lost cause. There’s a lot of useful takeaways in this, for loyalty marketers.

Magazine 52

Magazine Loyalty Innovation 2020 52

C3Centricity

MAY 25, 2020

Data comes into its own when used for personalised engagements. This is to address global issues such as resource management, water usage or pollution, which certain customers feel passionately about. .” Therefore it is vital to understand your customers and what their needs are behind their stated desires.

Technology 77

Technology Information Consumers Retail 77

C3Centricity

MARCH 15, 2018

Data comes into its own when used for personalised engagements. This is to address global issues such as resource management, water usage or pollution, which certain customers feel passionately about. .” see below for an alternative approach to individualised data utilisation). An Alternative Approach.

Retail 82

Retail Information Consumers Connections 82

Thematic

JANUARY 17, 2019

Whereas, when it comes to the 4 and 5-star reviews, it’s the in-flight service and more specifically, their entertainment that stands out. Would you bet your customer insights on something that’s at best 50 accurate? You can find more features, such as Thematic’s Impact tool, Comparison, Dashboard and Themes Editor here.

Insights 98

Insights Presentation Net Promoter Score Feedback 98

Qualtrics

FEBRUARY 13, 2019

Entertainment by: Excited to announce that Imagine Dragons will be performing at the X4 Warehouse Party. Rachel Richter- VP of Customer Insights, Dun & Bradstreet. Charles Wilson- Product Insights, New Balance. Register today at [link] pic.twitter.com/kfcgr5xCq0. Ryan Smith (@RyanQualtrics) December 6, 2018.

2019 20

2019 Brands Marketing 2018 20

SurveySensum

JULY 14, 2020

Colin is an accomplished Speaker, a renowned Best-Selling Author, and a Co-Host of a successful podcast, The Intuitive Customer. Rudy Dalimunthe – VP of CX at Tokopedia, Ex Indosat – XL Axiata – Ernst & Young, CX & Customer Engagement Professional. LinkedIn : [link]. Website : [link]. LinkedIn : [link].

2020 132

2020 Customer Experience Magazine Consulting 132

Currency Alliance

MAY 20, 2024

Calculating likely incremental margin for different customers The real value of a customer is based on the incremental margin they will generate for the business over the span of time they remain engaged. With modern technology, you can even calculate this for each customer. as well as travel.

Banking 52

Banking Loyalty Loyalty Programs Travel 52

Forrester's Customer Insights

MAY 28, 2019

Early last week, Ajit Pai, the Chairman of the US Federal Communications Commission (FCC) announced his approval of the merger of T-Mobile and Sprint. This will result in a third mega-carrier in the US mobile wireless market, which is a good move for consumers like you and me. I am glad this deal will now […].

Wireless 53

Wireless Consumers Communication Marketing 53

Pointillist

FEBRUARY 19, 2018

. “By 2020, 85% of customer interactions will be managed without a human” – Gartner. Today’s customers live in an omnichannel world. But most companies still force these evolved customers onto engagement paths that are steeped in legacy and instantly feel outdated. Image Source: forbes.com].

Customer Experience 111

Customer Experience Touchpoint Customer Journey Multi-Channel 111

Experience Matters

APRIL 7, 2015

1) Company Overview: Confirmit enables businesses to operationalize feedback and drive change throughout their organizations using the world’s most secure, reliable and scalable solutions for Voice of the Customer (VoC), Employee Engagement and Market Research (MR) programs. These are: Customer Journey Optimization. Confirmit.

2015 97

2015 Multi-Channel 2014 CEM 97

Storyminers

JULY 6, 2020

She’s got more than 25 years of experience (both client-side and vendor side) helping companies understand their employees and customers and identify what drives retention, satisfaction, engagement, and the overall experience – so that employees, customers, and businesses reap the benefits and achieve their desired outcomes.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

Storyminers

JULY 6, 2020

She’s got more than 25 years of experience (both client-side and vendor side) helping companies understand their employees and customers and identify what drives retention, satisfaction, engagement, and the overall experience – so that employees, customers, and businesses reap the benefits and achieve their desired outcomes.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

Michel Falcon Experience

JANUARY 16, 2018

And don’t forget to make it inspiring, and entertaining. For the third strategy , I want to introduce you to something that I call micro customer experiences, and are implemented with every single business that I own. The fourth strategy is increasing your customer intelligence by surveying your customer.

2018 128

2018 Customer Experience Social Media Multi-Channel 128

Currency Alliance

MAY 9, 2019

Independent of market positioning, unique customer insight will become the primary competitive advantage. This is much higher frequency than customers have with their supermarket – where we find customer engagement levels in the loyalty program as high as 70-80%. Enter: loyalty marketing.

Loyalty 56

Loyalty Loyalty Programs Airlines Travel 56

Currency Alliance

FEBRUARY 26, 2019

The reality is that there are a lot of people slapping each other’s backs about incremental gains, while most brands still have less than 1/3 rd of customers active in their loyalty programs. A loyalty program should be relevant to 80% of customers. Profit is derived from engagement that links directly to incremental sales.

Loyalty 45

Loyalty 2019 Loyalty Programs Hotels 45

Calabrio

OCTOBER 14, 2019

Nearly 50 customers, including Avant, Pacific Life and Rackspace, are sharing their Calabrio ONE successes and strategies, making this one of the most well-attended and informative C3 events ever. Shep is one of the leading voices in customer service, guiding clients in building loyal relationships with their customers and employees.

Connections 13

Connections Entertainment Workshop Contact Center 13

SurveySparrow

SEPTEMBER 28, 2021

We agree with them, as every customer wishes to quickly resolve their queries whenever they contact a company’s support team. Thanks to deep learning, real-time engagement has massively increased over the years. Moreover, common customer questions and issues shouldn’t take more than a specific time. Boost Loyalty. 9 Amazon Lex.

2021 52

2021 E-support Social Media E Commerce 52

Bold360

DECEMBER 1, 2016

Taking a data-driven approach to identify and understand customers before developing a strategy and designing a solution can pay massive dividends to your business and customers. Entertain a few options, compare what’s included line by line, and think about your business as a whole. Ajay Prasad. Christiano Ferraro.

Customer Experience 104

Customer Experience Customers Consulting E-support 104

Currency Alliance

SEPTEMBER 5, 2018

Coalition programs are gaining steam because, managed, correctly, they solve the biggest problem in loyalty marketing: engaging your long- and mid-tail customers, rather than just 20-25% of the most frequent. A nice foundation for broader engagement, but this model has run into three main problems: It’s cripplingly expensive.

Loyalty 36

Loyalty Consumers Brands Airlines 36

Currency Alliance

MARCH 5, 2019

How Can Customer Experience Drive Loyalty? There’s three big levers in any service: entertainment, utility and transactions. Countless studies have shown that customer experience is the most powerful loyalty driver. Countless studies have shown that customer experience is the most powerful loyalty driver.

Magazine 58

Magazine Loyalty Loyalty Programs Entertainment 58

Currency Alliance

FEBRUARY 10, 2020

Grocers have engaged in counter-productive price wars, which have been found by Australian competitors Coles and Woolworths to undermine customers’ trust[ii]. Despite occupying a very small share of a customer’s disposable income, the Click pharmacy chain boasts 72% of the country’s adult population enrolled (vs. Net Florist.

Loyalty Programs 52

Loyalty Programs Loyalty Hotels Multi-Channel 52

Currency Alliance

AUGUST 16, 2019

It is with these less-frequent customers that the biggest profits lie. Now that brands recognize that narrow engagement of only the most frequent customer is no longer enough, they need to engage mid-tail and longer-tail customers to find growth. But how many of those ‘partnerships’ share customer insight?

Loyalty 40

Loyalty Insights Brands Loyalty Programs 40