We’ve all been there: inboxes flooded with irrelevant offers for products and services that make you ask yourself, “Why am I receiving these offers?” Maybe you subscribed to an email newsletter months ago and no longer find it useful or maybe you purchased a gift for someone over the holidays and now receive every new “special offer” or “exclusive deal” that they launch.…
Read MoreFirms have an unprecedented ability to listen to and understand changing customer needs. Advanced technologies turn unstructured social media posts or contact center transcripts into meaningful and actionable insights. Predictive analytics hone the noise of billions of interactions into signals that can help firms avoid scaling costly mistakes and tap into emerging opportunities.…
Read MoreIn the early 1900s, a gentleman by the name of John Elfreth Watkins Jr. penned an article for Ladies’ Home Journal, titled “What May Happen in the Next Hundred Years”. As a civil engineer working for American railroads at the dawn of a new century, it was fitting that Watkins would take an interest in the technological advances that might shape America’s productivity landscape.…
Read MoreFirms put increasing effort into measuring, enhancing and refining customer experience, recognizing that building brand and product advocacy is central to prolonged business success. Conventional wisdom focuses on the relationship between a brand and its customers, a bi-directional relationship based on providing products and services that meet or exceed customer expectations.…
Read MoreAlmost every company, regardless of size or industry, has a similar underlying goal: to cultivate and grow an engaged, profitable, and loyal customer base. This is easier said than done and the obvious question becomes, "How do I do that?" Strategically, the answer to that question varies, but today technology should play an important role in this process. Properly leveraging a Customer...
Read MoreA couple weeks ago I went to Loyalty Expo 2014 in Orlando FL to hear industry speakers discuss new strategy and approaches to customer loyalty. The conference was hosted by Loyalty 360 and featured speakers from well known loyalty pioneers Epsilon, Brierley + Partners, AIMIA, Kobie, Maritz, and Comarch. Here are some of the speakers and highlights: “Is Your Loyalty Program Positioned to...
Read MoreThese days, companies with monthly subscription boxes are popping up everywhere serving those who like to try new products but don’t necessarily have the time to go to the mall to find those things themselves. NatureBox sends a monthly shipment of healthy, family-friendly snacks; BirchBox has men’s accessories, cologne, and shaving cream; BarkBox specializes in new dogs treats and...
Read MoreIn these days of brand awareness, it seems ironic that for many retailers, especially in the area of fashion, the very brand definition that once set them apart has become so diluted, or lost all together, as the look and feel becomes more and more generic either in their desire to stay fresh or to enable rapid expansion through franchising with a look, feel and stock that facilitates a quick...
Read MoreProperty and casualty insurance carriers are facing rapid and pervasive changes in how they acquire, retain, and grow customer relationships. Residual effects of the financial crisis, emerging competitors, changing demographics, and technology evolution are just some of the environmental factors forcing a shift within the industry. Customer retention becomes a central focus when designing...
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