Most enterprises address customer acquisition and customer loyalty programs as distinct functions; one held by marketing, the other held by CRM or retention teams. This structural divide leaves a...
It’s very rare when CRM selection falls at the demo stage. It fails months after deployment, when the platform is no longer able to support a new business unit,...
Customer experience leaders have long understood that physical retail has an inherent advantage: the ability to interact with customers using multiple sensory channels simultaneously. The scent of a luxury...
The transportation sector is undergoing a significant reconfiguration. Shifting commuter behaviours, multimodal travel adoption and the increasing penetration of electric and autonomous mobility are collectively destroying the assumptions on...
Customer acquisition is the top subject in eCommerce budget discussions. Yet the economics of retention are consistently superior to acquisition on almost every measure, be it margin contribution, revenue...
Free loyalty programs have long been the default for eCommerce brands trying to retain customers. Low barrier to entry, wide participation and simple points mechanics; on paper, it’s an...
Loyalty programmes start with enthusiasm and lapse into autopilot. Points are added, rewards redeemed and the programme is allowed to operate without anyone asking if it still delivers strategic...
User-generated content has become one of the most credible forms of brand marketing. When customers post pictures of products, write reviews or share their experience, the authenticity with the...
Loyalty programs are most effective when they reach customers where they already are. For most consumers across the Middle East as well as south Asia and beyond, that place...
Small businesses today operate in a world in which customer expectations are evolving at a faster pace than ever before. Good service and quality products are no longer sufficient...
