Customer service that’s quick, easy and convenient has been shown to boost customer satisfaction. So it’s an odd juxtaposition that customer queues have become a sharable customer experience.
Last Friday, three weeks after United Airline’s spectacular customer experience disaster, customers received a letter from the company’s CEO, Oscar Munoz.
Savvy shoppers wait in anticipation, while Australian retailers are gearing up for the onslaught. Amazon’s arrival is imminent.
Our overall brand perceptions are invariably shaped by our experiences. And loyal customer relationships can be severed in moments by a negative service interaction.
You may have heard of ‘bright shiny object syndrome’. The term is used to describe new initiatives undertaken by organisations that either lack a strategic approach, or suffer from a failure to effectively implement.
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Data has been an increasingly critical factor in improving the efficiency and effectiveness of marketing and business operations.
Discussing the future in a realistic fashion is often a disappointing prospect. For all the talk of hoverboards, jetpacks and lightsabers changing the way we do things, the reality tends to end up being something as mundane as a slightly cheaper way to get around the city.
Customer service that’s quick, easy and convenient has been shown to boost customer satisfaction. So it’s an odd juxtaposition that customer queues have become a sharable customer experience.
Three years ago, boards and brand owners were confused about what the digital revolution meant for their consumers, their brand and their customer experience. We explored this in BrandHook’s first podcast series, Closing the Gap.
Hi James, shouldn't marketers also be focusing on collecting and utilizing up to date first-party profiling data on customers so that mes...
Tom
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Wouldn't reconnecting with younger consumers be in direct contravention of the code on alcohol advertising?
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Thanks for the article Jennifer, you raise some interesting points. The supermarket and shopping centre examples particularly struck a c...
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Excellent article, Thank you.
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