Beyond Philosophy

JUNE 11, 2015

From my perspective, the second explanation is good common sense; however, the first statement is really questionable, even counterintuitive if a subordinating goal of loyalty behavior is to help drive customer-centricity. What Publix does, instead of loyalty cards, is try different alternative approaches to build sales.

Airlines 274

Airlines Customer centricity Multichannel Sales 274

Beyond Philosophy

JUNE 1, 2015

Are, beyond customers who would be loyal anyway, are they driving more purchase activity and narrowed consideration sets? These programs produce positive sales increases for hotels, for example, but negative sales impact on car rental, airlines and food retail.

Airlines 210

Airlines Entertainment Consulting Consulting 210

CSM Magazine

MAY 19, 2023

Understanding Customer Experience Engineering Role of Experience Engineering in Business Growth Customer Experience Engineering (CXE) is a strategic approach to designing and optimizing the interactions between a business and its customers. This involves prioritizing customer needs and preferences.

Engineering 52

Engineering Customer Experience Journey mapping CRM 52

Beyond Philosophy

JUNE 4, 2015

More than just a buzzword, ‘being human’, especially in brand-building and leveraging customer relationships, has become a buzz-phrase or buzz-concept. To understand customers, the effective enterprise needs to think in human, emotional terms. But, there is little that is really new or trailblazing in this idea.

Airlines 360

Airlines Marketing Enterprise Advertising 360

Pointillist

MAY 23, 2018

Journey discovery is the best approach to reveal the numerous paths your customers actually take, as they engage with your company across channels and over time. How to Improve Customer Experience Using Journey Analytics. How to Create a Single Customer View to Deliver Better Customer Experience. Journey Mapping.

Analytics 90

Analytics Journey mapping Customer centricity Multichannel 90