Bold360

AUGUST 18, 2020

COVID-19 and today’s almost fully remote workforce have forced many organizations into “scramble mode” as they’ve rapidly adopted digital-first approaches to employee and customer experience (EX and CX). Customer Engagement Maturity (CEM): Where Are You & Where Should You Be? Key Building Blocks of CEM.

Self Service 52

Self Service Customer Engagement CEM Engagement 52

Beyond Philosophy

JUNE 1, 2015

In 2010, Southwest Airlines revamped its loyalty program to make rewards more proportional to ticket price; and this has better targeted the most profitable customers as well as enabled the airline to adopt a loyalty behavior metric that is closely tied to actual revenue generation.

Loyalty Programs 60

Loyalty Programs Loyalty Airlines Hotels 60

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. Does it understand customers, and their individual journeys?

Financial 60

Financial Omni-Channel Airlines Multi-Channel 60