Beyond Philosophy

FEBRUARY 5, 2015

Some, through culture, discipline, and purpose have succeeded in creating consistent, positive experiences which are appealing to customers and which customers consider worthy of passing along through informal conversation and recommendation. Most brands and corporations get by on transactional approaches to customer relationships.

Customer Experience 391

Customer Experience Customer centricity B2C Airlines 391

Pointillist

OCTOBER 22, 2018

Sentiment and intent can be particularly useful for a number of use cases, such as determining why customers churn. Airline X never responded to my complaint. Emotion AI. “By By 2022, your personal device will know more about your emotional state than your own family.” — Gartner. I love being ignored.”.

Customer Experience 40

Customer Experience Analytics Metrics Multichannel 40

Beyond Philosophy

JUNE 4, 2015

Most brands and corporations slide by on fairly macro, passive, and transactional approaches to customer relationships. These might include customer service speed, occasional price promotions, merchandising gimmicks, new product offerings, and the like. These companies are also invariably quite disciplined and proactive.

Airlines 360

Airlines Marketing Enterprise Advertising 360