Airlines, CEM, Multi-Channel and Social Media

McKinsey Thinks Bland, Generic Loyalty Programs Are Killing Business – And They May Be Right!

Beyond Philosophy

JUNE 1, 2015

These programs produce positive sales increases for hotels, for example, but negative sales impact on car rental, airlines and food retail. Loyalty programs continue to grow, but they are also tending to become more closely integrated with brand-building and multi-channel customer experience optimization.

Loyalty Programs

Loyalty Programs Loyalty Airlines Hotels

Is ‘Being Human’ With Customers A New Concept? And, Does It Create Emotional, Experiential, Social and Financial Value?

Beyond Philosophy

JUNE 4, 2015

From Products to Customers to the Human Spirit, noted marketing scholar Philip Kotler recognized that the new model for organizations was to treat customers not as mere consumers but as the complex, multi-dimensional human beings that they are. Is communication, and are marketing efforts, omni-channel, micro-segmented and even personalized?

Financial

Financial Omni-Channel Airlines Multi-Channel

Customer Experience Update

McKinsey Thinks Bland, Generic Loyalty Programs Are Killing Business – And They May Be Right!

Is ‘Being Human’ With Customers A New Concept? And, Does It Create Emotional, Experiential, Social and Financial Value?

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