Customer Experience Archives

How can you prevent customer churn?

Why do some of your customers stick around, and some don’t? How do you get more of them to stay? According to Gartner Research, 44% of CMOs spend 30-50% of their annual budgets on customer retention and loyalty. That’s a decent chunk of…

10 May '19

Micaela Kelly Customer Data Customer Experience Engagement Loyalty

Customer Engagement Gone Wrong: When Bad Things Happen to Good Brands – Saks Fifth Avenue

Soft lights, the smell of perfume, drool-worthy merchandise displayed to perfection -- welcome to Saks Fifth Avenue. The luxury department store is as iconic as they come. Saks was founded over 150 years ago and has maintained its reputation as one of the…

28 Feb '19

Lindsay Bloom Customer Experience

Customer Experience: “You have my data, figure it out!”

As a marketer at a customer data and engagement platform, I find myself being aware of how I engage with brands, and how they engage with me. I was thinking about the many brands that I have had choppy customer experiences with, and…

26 Feb '19

Micaela Kelly Customer Data Customer Experience

They Keep Moving the Goal Line

Email is king! Spam Display is king Invisible Apps are king Cluttered QR Codes are king No adoption Social is king TOO MUCH SHOUTING Television is dead Video is where it’s at Radio is Dead Streaming and podcasts are crushing it Inbound is…

12 Feb '19

Patrick Reynolds Customer Experience Loyalty

Fanatical About Fanatics: How the Ultimate Fan Gear Store can Elevate the Customer Experience

As a diehard sports fan I constantly find myself shopping with Fanatics. I’ve spent hours browsing their website or opening their emails searching to find the perfect quarter-zip sweater or vintage jersey to proudly display my team loyalty everywhere I go. As someone…

01 Feb '19

Sam Langrock Customer Experience

Airbnb: Customer Service Gone Wrong

There’s a lot to love about Airbnb. With its wide variety of listings and fair prices it’s no wonder the independently owned home sharing marketplace now stands as a 30 billion dollar company. For years, I have relied on Airbnb as my go…

17 Jan '19

Katherine Dolphin Customer Experience Travel & Hospitality

Incentives That Motivate Customer Behavior

SessionM recently announced new advanced loyalty solutions for clients to bolster customer frequency, spend and brand advocacy. With this new domain of features, SessionM clients now have a powerful suite of possibilities for engaging and motivating customers. SessionM’s definition of an incentive is broad--and for good reason.…

10 Oct '18

lsaville Customer Experience

The Right to be Remembered

It seems clear that we’re rapidly coming to the point where the data’s one-way street is hitting a dead-end. No more will consumers allow their data to be used, explicitly or implicitly, in service to some corporate gain. At least, not without that…

19 Sep '18

Patrick Reynolds Customer Data Customer Experience

How to Leverage Transactional Data for Greater Customer Insights

Since the early days of commerce, consumer brands have been asking important data questions. Initially, the big question revolved around “How do I learn more about my customers?”. That question has since been answered. Today, data lives everywhere - in retail stores or…

25 Jun '18

jfrazier Customer Data Customer Experience

How a Customer Data Platform Can Help Hotels and Casinos

True hospitality requires an understanding of how to meet and exceed guest expectations. However, in a world where technology solutions are abundant, but the connection between them is sparse, understanding behavior is much easier said than done. The idea of leveraging data for…

20 Jun '18

Rachel Newton Customer Data Customer Experience Travel & Hospitality

Customer Experience