Customer Experience Archives

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

The Weekly Roundup 6/15

Welcome to the weekly roundup: a culmination of news, ideas and learnings from the SessionM world. Quote of the week: “Technology has changed the consumer purchase journey. We need to make sure we seize the opportunities and prepare ourselves to give consumers what…

15 Jun '18

Sam Langrock Customer Experience Sports

Amazon vs. Grocery: The Grocery Retail War Is On

It is no secret that the $800 billion dollar US grocery industry has been experiencing a period of upheaval since Amazon’s acquisition of Whole Foods last year. Angela Spivey, a food and beverage attorney at McGuireWoods LLP who is advising clients on how…

13 Jun '18

Katherine Dolphin Customer Data Customer Experience Retail

Customer Engagement Love Story: Nike

Nike doesn’t just create some of the best products in the athletic footwear and apparel industry. They also motivate and engage their customers in a personalized way that develops meaningful loyalty. While we can’t help other organizations come up with the next Air…

18 Apr '18

Sam Langrock Customer Experience Engagement

How to Reactivate the Last Guest

Restaurant chains strive to drive loyalty and retention in the hopes of turning one-time customers into repeat guests. This is something restaurants know they need to do -- it’s how to do it that poses a problem. Based on hundreds of conversations with…

12 Mar '18

Alex Hill Customer Experience Restaurants

How Grocers Can Stand Out From Competitors

Grocers have always been a low margin business, but this poses a greater challenge than ever before when they’re up against a new set of competitors in online services, meal kits etc. and customers whose expectations cannot be met without the help of…

01 Mar '18

Lindsay Bloom Customer Experience Retail

Customer Experience