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 …

Frictionless Customer Experience Part 1

Co-Create the Future Ask today’s traveler (or customer) about their Customer Experience (#CX). They’ll tell you that it’s not frictionless and it has to be more than a brand marketing exercise. Customer experience is totally misunderstood due to the lack of customer context. Context is not solely about the customer’s Read More …

Our Top 5 Business Trends: #5 Evolution of Eco-Systems

Trend: Evolution of Eco-systems According to Wharton management professor Harbir Singh, “most businesses today understand that they need to exist in an ‘eco-system’ that includes other companies, some of their competitors.” What we see developing is a “Plug and Play” eco-system framework that enables delivery of services to support consumers’ Read More …

Increasing Customer Engagement #3

This is the 3rd of a series of six articles which outlines a roadmap for companies to embrace a “Customer Engagement Model” for increasing customer engagement. Step 3: Offer Creation and Management In a customer relationship, one overriding factor is that of ‘trusted brand’. Customers interpret ‘trust’ to mean: ‘What’s 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 …