Customer Engagement

Was the customer EVER ‘always right’?

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Uber says it will deactivate riders if their rating drops below a certain level, which raises the question whether this heralds the end of the notion that ‘the customer is always right’. But was the customer EVER always in the right? Hotels and restaurants have a way of being fully booked if an obnoxious customer wants to use their services, and so do most other service industries. Even in retail stores, staff are adept at removing those who are difficult, unruly or rude. Online, it … [Read more...] about Was the customer EVER ‘always right’?

If you are not relaunching your loyalty programme, you are in a minority

Across the globe companies are re-evaluating their offering to customers to make them more relevant to the end-users and more valuable to the business. Loyalty practitioners and the executive boards they report to are considering which technologies to employ, to please their customers, to learn more from this valuable but often untapped store of loyalty data – and crucially – to gain a march on competitors. Loyalty is in transition and emerging from this crysallis state … [Read more...] about If you are not relaunching your loyalty programme, you are in a minority