By 2020, customer experience is expected to overtake both price and product as a key brand differentiator. Not all customers are equal, there is no ‘single experience’ that meets everyone’s needs. Every customer is different, and they respond in different ways. Personalisation is by no means...
Most brands ask their customers for feedback, typically via email with a couple of basic questions, predominantly to capture an NPS score. We’ve already touched on how brands can use the Voice of the Customer to capture much more than just an NPS score. But...
Apps are part of our day-to-day lives, we use them to communicate, manage our banking, order our food and transport, order products and services. It’s no surprise that brands are integrating Apps into their existing loyalty program as a way to reach and target their...