Frictionless Customer Experience Part 2

Reimagining the Experience. Immersive and Empowering. Travel products and services need to be aligned to the Customer Experience. They must provide a seamless, ‘frictionless’ travel experience. They must be adaptable to inputs, which are beyond the capabilities of unwanted coupons and offers. Today’s services are disjointed and interrupt driven. Used Read More …

The Future of Customer Loyalty (Part 2)

Guest Contributor: Peter Wray Customers are increasingly expecting: Convenience of customer choice of channel Targeted communication and often in real time Recognition of high spending or high potential spend Fast efficient service levels with no excuses service levels and a rapid shift to adapt to fast changing consumer trends being Read More …

The Future of Customer Loyalty (Part 1)

Guest Contributor: Peter Wray These comments are generic in scope, as they are based on our case history experience across a wide range of retail sectors, geographic regions and B2B applications. What is the future for customer loyalty management? What are the social and market forces driving this future? What Read More …

CODB: The New CRM

Companies have spent a lot of time, effort and money on the development of their CRM (Customer Relationship Management) systems. The objective was to create an information database )which stores customer personal data and any available interactions and/or purchases. The CRM data captured is then used for merchandising and promotional Read More …

Preferred Customers

Two sequential innovations occurred in the evolution of the aviation customer service process.  Although they were not planned or implemented to complement each other, combined they have had a very positive impact in the industry: decreasing costs and increasing frequency of customer use (revenue). The first innovation was the Frequent Read More …