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Nothing pays off quite like customer loyalty. It’s not just that loyal customers spend more — though they do — they’re also brand evangelists: 4x more likely to refer a friend. Plus, reaching current customers is simpler and more cost effective than customer acquisition. That’s why a small lift in loyalty can deliver big on ROI.
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How To Reduce Customer Churn With Personalisation
When something is broken in your business, it can be difficult to come together as a team and identify the root of the problem. In the case of customer churn, however, there’s a strong consensus among industry experts who say that your broader customer experience strategy has a profound impact on your retention rate. According to Gartner, CX drives over 66% of customer loyalty, more than price and product combined. That includes everything from onboarding to customer service. It’s whatever makes your experience unique from your competitors. And as you’ll read below, reducing customer churn requires a customer-centric approach, enriched through personalization and a strong CX. While churn is often overlooked, secretly undercutting your bottom line, if you’re here, you know it’s a problem. We’ll dig into causes and solutions below, leave you with a few next steps for churn prevention and, even better, build a roadmap to strengthen customer
Earning Customer Loyalty Starts With Personalised Marketing
With customers having an abundance of choices at their fingertips, earning their loyalty is essential for any business aiming to thrive. After all, loyal customers are 50% more likely to try new products and spend 31% more than new customers. Securing a loyal customer base not only fuels business growth but also serves as a powerful competitive advantage. Don’t you want customers who not only choose your brand but stay loyal to it, returning again and again? They become your cheerleaders, your ride-or-die fans. Sounds like a dream, doesn’t it? Well, turning that dream into a reality starts with personalized marketing. By putting the customer at the center of their marketing efforts, brands can forge deep and lasting connections that go beyond transactional interactions and build brand loyalty amidst the noise and constant distractions. In this post, we’ll explore the transformative power of personal marketing and how it acts as
The ROI of Personalisation – Here’s How It Pays Off
The marketing industry has moved beyond questioning whether or not to personalize. I think we can all unanimously agree that not personalizing your marketing efforts is a pretty serious oversight. The numbers don’t lie. Not only do 71% of consumers now expect companies to deliver personalized interactions but 76% actually get frustrated when it doesn’t happen. Clearly, there’s a major opportunity for brands to rise above the competition by delivering exactly what customers want. With rapidly innovating technology, almost any type of media can be personalized. From homepages to email copy, recommendations to loyalty discounts, sales funnels to Personalized Videos, you can personalize the living daylights out of pretty much anything as long as you have the data and it fits your goals. A lot of you may start to worry when you hear the word “personalization.” It means more work, more hassle and more room to mess up, right?
5 Surprising Ways Video Marketing Can Improve Customer Retention
If you’re looking to improve your customer retention rate, video marketing might just be your secret weapon. We’ve talked about it before. Customer engagement positively impacts ROI, with fully engaged customers more likely to stay loyal and spend more money over time. And here’s where video comes: It’s one of the best tools you can use to build and maintain that engagement. People are drawn to video because it’s dynamic, entertaining and easy to digest, making it the perfect medium to engage your audience. Instead of just telling them why they should stick around, you can use video content to give them a reason to. Think about it this way. If you had to pledge your loyalty to a particular friend, wouldn’t you choose the friend that regularly connects with you? The one who shares exciting updates, offers helpful advice and adds value to your life? The same goes for
What the World Would Be Like Without Marketing Personalisation
Imagine, if you will, a world without marketing personalization. A world where, regardless of how many times you interacted with a company, no matter how frequently you set preferences and shared data about yourself, you weren’t treated like an individual. Heck, you weren’t even remembered. Can people live without marketing personalization? For some companies, this is the reality they deliver to people every day. There’s no brand connection, no “thanks for your business” or incentive to come back. Despite 74% of consumers believing brand loyalty is about feeling valued and understood, some brands don’t care about creating relationships with their customers and, in return, their customers look elsewhere for better service. But, of course, this isn’t you. You want to offer your customers a unique, data-driven, individualized brand experience. You want to deliver incredible solutions that make their lives better. It’s why you’re here reading this blog post. It’s why
Gamification in Retail: The Interactive Trend Driving Loyalty and Sales
Gamification might sound like another one of those marketing catchphrases of the moment, but behind the hype is a legitimate trend that’s driving loyalty and sales. And it’s only growing in popularity. Turning something into a game to encourage the right behavior is nothing new. Chances are if you think back to the chore charts and stickers of childhood, you can see how parents and educators have been using games to make everyday tasks appealing for years. Now, brands have perfected the art. From enterprise-level corporations to boutique brick-and-mortars, retailers of all sizes are finding ways to gamify their customer experience to increase engagement and, ultimately, improve sales. Here’s everything you need to know about this method for increasing brand loyalty and revenue. What Is Gamification? Gamification applies game concepts to everyday business activities. It’s the art of creating a set of challenges and rules that an individual must navigate
How To Calculate Retention Rate: A Beginner’s Guide
If you want to evaluate how effective your customer service program is, simply take a look at your customer retention rate. To put it simply, the definition of retention is keeping your customers. More broadly, it includes the actions brands take to reduce customer churn. The retention rate meaning, therefore, is a measure of the effectiveness of those actions. Calculating your retention rate is the quickest, simplest and most accurate way to track how healthy your current customer base is, and it’s a good way to predict future growth. But why should you learn how to calculate customer retention rate when there’s a whole world of new potential customers out there waiting for your next brilliant advertising campaign? Here are some stats that might surprise you. The Value of Retention It can be tempting to focus more on acquiring new customers than keeping your current ones — but there are
Churn Management: How To Prevent Customer Loss
Churn management is an important component of any business. Research shows that it’s 5x-6x more expensive to acquire a new customer than it is to simply retain an old one, underscoring the importance of preventing churn by keeping your current clients happy and engaged. To help your business drive long-term loyalty, we’ll cover how to perform and optimize churn management by analyzing data from past interactions with customers. We’ll also cover various ways that you can use churn management techniques within your organization, including improving customer satisfaction, measuring customer loyalty, identifying problem areas within your business and implementing effective retention strategies. Whether you’re looking to build a loyal customer base or aiming to enhance your retention efforts, this guide will provide you with the tools and knowledge needed to keep your customers coming back. Want to watch instead of read? Check out the overview view below, made in minutes from
The Ultimate Guide to Personalised Video
From reducing service calls by 30% to uplifting conversions by 9x, we’ve seen firsthand how Personalized Video can improve the customer experience and drive real results for businesses. While Personalized Video is undeniably transforming how we connect with audiences, the concept can be a bit confusing at first. Is it just adding someone’s name to a video or is there more to it? Who can leverage Personalized Video and what do you need to launch campaigns effectively? No worries — we’ve got you covered. This guide will demystify Personalized Video, explaining what it is, what it looks like and how you can use it to connect with your target audience in a truly unique way. Ready to dive in? Here’s everything you need to know about Personalized Video. What Is Personalized Video? Picture a video that speaks directly to you — literally. It greets you by name, shows content tailored
Personalisation in Health and Wellness: 7 Digital Trends Reshaping the Industry
Personalization is no longer an option when it comes to customer communications. Recent research has revealed that an overwhelming 82% of customers cite personalized experiences as a key driver in their brand choices. And this trend holds particular significance in an industry like health and wellness, where every person’s journey is unique and deeply personal. Whether you’re a gym, a doctor’s office or a health insurance company, your customers already expect 1:1 attention. This is about their health, after all. Every touchpoint, from the front office to a bill explainer, needs to make that person feel like you know and understand their individual needs. Take a look at these results about personalization in healthcare from a recent survey. 54% of consumers think healthcare providers and insurers aren’t doing a good job personalizing healthcare recommendations. 75% of patients want deeper personalization in healthcare. 61% would visit their provider more often if
Why Is Customer Engagement Important? The Hidden Tie to ROI
In today’s fast-paced and constantly evolving business landscape, customer engagement has become more vital than ever before. It’s no longer enough to simply attract customers. Businesses must now find ways to actively involve them, fostering a relationship that goes beyond the initial purchase. According to a report by Harvard Business Review Analytics Services, 92% of companies consider having effective customer engagement “extremely critical” or “very critical” to their organization’s success, with 88% agreeing that customer engagement has a significant impact on their organization’s bottom line. But what exactly is customer engagement and why is it so essential? Let’s talk about that. In this post, we’ll explore the impact that improving customer engagement has on ROI. We’ll also break down the challenges companies face in fostering engagement and cover the most effective strategies for increasing customer engagement. How Customer Engagement Influences ROI First, let’s define customer engagement. Think of customer engagement
7 Tips for a Personalised Year-in-Review Video
For many, the new year is an opportunity to look back at memories made — the good times, the big wins, maybe some lessons learned. It’s a period of reflection and celebration, and tapping into this sentiment is a great way to create deeper connections with your audience. With the massive amounts of data brands now have access to, the potential for creating highly personalized and impactful content has never been greater. Video can be a great way for brands to get in on the action. Personalized year-in-review videos help you engage customers with relevant, data-driven content they’ll want to watch and share with friends. Don’t know where to start? We’ve compiled a list of our top tips for smart personalization when it comes to this popular trend. Whether you’re looking to boost customer engagement or improve customer loyalty, these tips will help you craft year-in-review videos that aren’t just
Why Loyalty Programmes Need To Be Personalised
These days, it’s commonplace to make a purchase at a shop, cafe or online store and get asked to join its loyalty program. Many times, these programs are enticing. Getting perks for simply continuing your spending habits seems like a no-brainer and is probably why U.S. consumers hold more than 3.8 billion memberships in these kinds of programs. At the same time, companies are more than well-aware of all the benefits they get from implementing loyalty programs. After all, what’s better than having customers that wholly trust and recommend your brand? And this is true beyond retail. Think of hotel loyalty programs or rewards credit cards.
7 Hyper-Personalisation Examples From Brands Who Got It Right
Your inbox dings. “Happy birthday,” your dentist says. But before you can even react, here’s another alert. Chewy’s got a treat for Bark Ruffalo, your goldendoodle. Another day, another marketing strategy. It’s one more email with your name slapped in the greeting, and it’s fast losing its shine. It’s no surprise to see your name (or your dog’s) in an email anymore. It’s not personalized enough to take up real estate in our brains. Enter companies using hyper-personalization strategy to engage customers. The goal of hyper-personalization is for your customers to feel that your brand knows them just like a person would know them. First, let’s define this buzzword — hyper-personalization. Then, we’ll check out 7 stellar examples of hyper-personalization used by bold companies open to experimenting with it. What is Hyper-Personalization? Consider hyper-personalization your favorite barista. They’ve memorized your name (and its correct spelling). They also know your exact
A Beginner’s Guide to Understanding Churn Models
In business, success isn’t just about scoring new customers — it’s also about holding onto them. Unfortunately, customer churn exists as a challenge to this goal. Also called customer attrition, churn refers to your customers saying sayonara to your brand. So much more than just a statistical metric, your churn rate is a major indicator of brand health. Churn chips away at your brand’s strength and hinders its growth potential. To keep your business in tip-top shape for the long haul, you need to size up this enemy, predict its next moves and hit back with countermeasures. Thankfully, recent tech advancements have simplified this task with churn prediction models. In this post, we’re breaking down what churn models are and how they can help you retain your most precious asset: your customers. But first, let’s talk a little bit more about churn, retention and how they’re connected. Customer Churn vs.
Decade in Review: Saints Take a Long Look Back With Personalised Video
You’ve heard about a year in review. But what about a decade in review? When it comes to sending your customers personalised recap videos, a year in review might be the most common scenario. The end of the year is a natural time to reflect on what you’ve accomplished over the past year. Dozens of brands, from Delta to Weight Watchers, have used Personalised Video to connect with their audience and grab attention. They’ve created videos that sum up the viewer’s readership (the Financial Times), player stats (gaming brands), workouts (Orangetheory Fitness), and much more. And we don’t need to name-drop Spotify here, but let’s do it anyway. Year after year, Spotify Wrapped is one of the most talked-about marketing campaigns out there. Recap videos are engaging, shareable and personalised, made for the era of viral social sharing. What’s not to love? A Decade To Remember Southampton Football Club had
How You and Your Brand Can Use Personalised Video Messages
Between video calls and TikTok, we’ve seen a huge shift to video as the dominant form of content in recent years. One study found that people watch an average of 17 hours of online video content each week, with video noted as the most “shareable” type of online content. Of course, video is not a recent invention; it’s been around for over a century. What’s relatively new is that it’s easier to make and share and, with that, we’re seeing a shift from generic content produced for the masses to tailored videos made for smaller audiences or single viewers. Just think about your own day-to-day experiences. You’ve probably used video to share something intimate with friends on social media. Or maybe you’ve received a celebratory happy birthday video with heartfelt birthday wishes from a loved one. In place of static text or photo-filled messages, many of us are turning to
Enhancing Your Digital Customer Experience: A Guide for Success
With today’s consumers constantly bombarded with choices and information, the key to success lies in delivering an exceptional customer experience (CX). It’s not just about selling products or services anymore. It’s about creating unforgettable journeys that lead to long-term customer relationships. Every brand wants to keep its customers engaged, satisfied and loyal. And the best way to do that is to provide them with an amazing CX. That’s why we’re exploring some of the top strategies and insights for customer experience enhancement. But first, let’s delve into why a well-crafted digital CX is so essential to modern business success. What Is Digital CX and Why Is It Important? As digital landscapes shape our daily lives, nailing the digital customer experience has become a must for businesses. But what exactly is it? Digital CX is the culmination of all the interactions and engagements customers have with your brand through digital channels.
Predicting Churn in Financial Services: How To Keep Customers Longer
Picture this: A customer who has been with your company for years suddenly decides to leave. Ouch. That’s what we call churn, my friends, and it can hit a company where it hurts the most — right in the bottom line.
Hi-Rez Doubles Game Time With Personalised Video
To kick off their 10th year of SMITE, Hi-Rez created a Personalised Video for each player, recapping individual highlights from their last decade of gameplay.
Mastering Churn Analysis To Keep Your Customers Coming Back
Have you ever wondered why some customers leave your business, never to return? That’s what we’re here to talk about today: churn.
How Huuuge Games Boosted Conversions 4x With Personalised Video
Huuuge Games surprised fans with their first ever Personalised Video, and it was a huge success, if you’ll pardon the irresistible play on words. The videos invited players to look back on their top wins, their luckiest day and more over the past year. It was even interactive, with calls-to-action to keep spinning and share the video.
Become an Expert in Interactive Marketing with These 5 Tips
In the world of customer-driven marketing, interactive experiences are gaining traction. After all, marketing isn’t really about the brand — it’s about the customer and their needs. Interactivity highlights this, letting current and potential customers guide the digital experience so they get what they want out of it. And frankly, more often than not, it’s a lot more fun than staring at another ad or tagline telling you to “buy now.” In this blog, we’ll take a look at what interactive marketing is, its benefits, the tactics that can support it, and how a few brands have implemented it. By the end, you’ll be an expert — or at least savvy enough to wow your boss, client or marketing colleagues. What Is Interactive Marketing? We’ve got to start with this essential question: what is interactive marketing? The Harvard Business Review has a definition of interactive marketing from its earliest days
4 Things Your Boss Wishes You Knew About Customer Retention
Before you can master customer retention, you’ve got to understand people. People, after all, make up 100% of your customer base. So what makes us purchase? What makes us loyal? Or, conversely, what ultimately pushes us away and makes us check out the competition? If you’re thinking cost, that’s only one factor, and as you’ll see below, it’s not even the biggest one. In this blog, we’ll shine a light on what motivates customers to stick with the same brand for the long haul. And we’ll talk about how to use retention marketing strategies to boost customer lifetime value. These are the things your boss wants you to know about customer retention. Ready? Let’s get started. 1. Current Customers Cost Less and Are Worth More You might have heard this stat — it costs 5x more to attract a new customer than it does to keep one you already have.
How Video Marketing Clarifies Bill Communication
Go ahead — shout out some words to describe video marketing. Sleek? Modern? Easy to watch? Engaging? Now think of how you’d describe bill communication. Dry? Confusing? Boring? Boring? Did I guess right? In general, video gets labeled trendy and fun (if you said “expensive,” you need to read the first in our roundup of video marketing myths) while bill communications are considered dull. So how can video and bills — two things that are so very different — get into the same message? And why does it matter? That’s a lot of questions for one blog intro. Read ahead. We’ve got answers. The Problem With Bill Communications If you think your bill communications are tedious, we can guarantee your customer thinks the same way. Just imagine how it feels from their end. We do so much to get new customers on board with fancy advertising campaigns. Marketeers, designers, brand
5 Reasons Your Customer Service Strategy Isn’t Working
You know customer service matters. The vast majority (95%) of consumers say it’s critical for brand loyalty. And 93% of customers are likely to make repeat purchases with companies that provide excellent customer service. But an influx of new technology, processes and channels have made customer service increasingly complex, leaving brands struggling to keep customers happy. What happens when your customer service strategy falls short? Ultimately, loyalty suffers. Maybe you’re seeing a dip in your NPS scores or noticing that churn is on the rise. We’re here to help. Below, we’ll dig into the top 5 reasons your customer service strategy may be leaving customers frustrated. 1. You’re Reactive, Not Proactive Customer service isn’t just about solving problems. It’s also about preventing them. By doing so, you avoid preventable issues that can upset customers. Better still, it shows customers your dedication to creating a seamless customer experience before they have
Year-In-Review Video Campaigns: Why Your Brand Needs Them
We’ve all seen them: those short videos that show off your brand’s best moments of the year. A few years ago, brands only used these year-in-review campaigns for internal purposes — to highlight company milestones and successes for employees. Nowadays, however, many brands are turning to year-in-review video campaigns as a way to reach their audiences and engage with them. With the latest video technology, it’s possible for any business to create its very own year-in-review campaign — and the benefits are invaluable. From driving deeper engagement across social platforms to boosting loyalty, we’ll share why these videos are a must-have for your own brand. Year-In-Review Videos: Explained Spotify’s “Wrapped” campaign takes social media by storm every year, and it’s likely your brand has heard about its success, too. Subscribers love learning new things about their listening history, from their favorite artists to their top songs. Now picture putting this
The Video Hack Gaming Brands Are Using To Reengage Players
A version of this article appeared on PocketGamer. You can read it here. Engagement is a must-have in the gaming industry. Standing in the way of this key metric, though, are lapsed players — especially as pandemic-related restrictions are lifted. For instance, brands saw a three-point decline in gamers last year alone. To add fuel to the fire, the cost of player acquisition is on the rise, making retention all the more essential. But gaming brands can remind their players of their love for the game to win them back. The only challenge is finding an approach that is just as immerse and visually-stunning as today’s games. The solution? Reminds players of their epic battles, the friends they’ve made and other memorable moments from gameplay with a shareable, fun highlights reel. We’ve seen first-hand how top gaming brands are doing this to earn deeper engagement with existing players and spark
How To Build Brand Loyalty that Lasts in Today’s Digital Age
Customer loyalty is a potent weapon in the modern marketplace — and it’s something that every company wants to cultivate. However, many brands are finding it difficult to develop and maintain customer loyalty in this fast-moving digital age. As consumers have more choices than ever before and can switch between brands with ease, companies need to work harder than ever to earn their customers’ trust and keep them engaged — especially if they want their business to thrive. We’ll share our best tips and tricks for inspiring loyalty among today’s digital-first customers, plus examples of brand loyalty from some of the biggest brands for inspiration. Why Is Brand Loyalty Important? Brand loyalty is critical to the long-term success of your business — and for good reason, too. Just take a look at the numbers. 57% of customers spend more on brands they’re loyal to. Loyal customers are 4x more likely
Customer Onboarding: Best Practices for Your Business
A positive customer onboarding process can instill confidence in your customers to stick with your brand. A negative experience, on the other hand, can quickly turn them away to your competition. Over 60% of consumers consider a company’s onboarding process in their purchasing decision, and close to 9 out of 10 (86%) say that for them, better onboarding content means higher loyalty. It’s obvious the onboarding process plays a critical role in customer churn. How can you make sure your brand offers an onboarding experience that inspires customer loyalty and boosts satisfaction? From adding personal touches to collecting customer data and more, we’ll share how to start the customer journey off right. Why Is Customer Onboarding Important? New users are just getting started with your product or service. And a customer that fails to learn how to use your product or service is unlikely to stick with your brand for
5 Top Tips for Boosting Your Customer Lifetime Value
In today’s business climate, customer loyalty is increasingly elusive. According to research from Inmar Intelligence, almost 65% of consumers have switched brands either “often” or “very often” within the past three months. With that being said, it’s more important than ever to make the most of your current customers — and increasing your customer lifetime value is a great way to start. Boost your customer loyalty. Encourage repeat business. Watch your bottom line grow — it’s all possible when you start investing in ways to increase your customer lifetime value. We’ll share our five top tips and tricks to help keep your CLV high throughout the customer journey. Ready to get started? Let’s go. What Is Customer Lifetime Value? Customer lifetime value (CLTV) measures the value of a customer over the course of their relationship with that business. It shows the total revenue a brand can expect to earn from
Retention Marketing: Tips and Tricks for Long-Term Loyalty
While many business owners focus on marketing their products and services to new customers, it’s important to pay attention to the customers that you already have. Your current customers are a source of repeat sales, whether you’re selling physical goods or digital marketing services. Good retention marketing practices help you build strong customer relationships over time and keep your brand top-of-mind so customers come back when they need more of your products or services. This can have a huge impact on your CX, customer satisfaction — and profits. Research from Bain & Company shows a 5% increase in retention increases profit by 25%-95%. Ready to start? Here are our tips and tricks on how you can use retention marketing to drive long-term loyalty. What Is Retention Marketing? One of the most important aspects of any business is keeping your customers happy. However, keeping your customers’ needs in mind is more
The Financial Times Increases Subscriber Engagement With Personalised Video
Building on the success of their first year-in-review campaign, the Financial Times launched their second Personalised Video campaign to recap subscribers’ individual reading journeys over the past year. They expanded this campaign to include a wider audience. The newspaper also leveraged Idomoo’s advanced interactivity with in-video CTAs for subscription offers and a newsletter sign-up. Key objectives included reaffirming their relationship with readers, increasing subscriptions and high engagement with the video. Campaign Details and Results Combining creative from AlphaGrid with Idomoo’s Next Generation Video Platform, the videos merged dynamic scenes with personalised data points, such as the subscriber’s first name and the first article they read last year. Interactivity was spread throughout the video, allowing users to click through to sign up for the newsletter, take advantage of subscription offers and more. Take a look below. Subscribers loved their personalised year in review. More than 4 out of 5 viewers finished
The Benefits of Video Marketing: Why Your Business Needs It
There’s no denying it: video is one of the hottest topics on the web. From short videos to how-to tutorials to vlogs, videos are in demand among all demographics. Gen Z, for instance, loves TikTok — over 60% of the app’s user base is Zoomers.
Why Banking Loyalty Is More Important Than Ever
The value of brand loyalty cannot be overstated — especially in the banking sector. Loyal customers recommend their bank up to 6x more, spend 25% more (on average) on their credit cards and are less likely to switch to a competitor, according to a study by Bain & Company. It’s obvious loyalty is critical for banks, but it’s getting hard to come by.
Customer Experience Marketing for Better Business Results
Imagine you’re about to contact a company’s customer service. You come to find out the employees are unhelpful and the wait time is long. Would you continue to do business with them?
Adding Personalised Video as a Gift to Your Business
Ecommerce is a booming industry. Reports show ecommerce’s market share has grown from 13.8% in 2019 to an estimated 21% in 2021. But with growth comes new challenges, like an increase in competing retailers. How do you stand out from the competition?
The Future of Travel Is a Personalised Guest Experience
People are ready to travel. After 2 years spent mostly at home in front of our screens, most of us crave new experiences and adventures. And the data supports this — 25% of travelers expect to travel more than before COVID-19 while 58% expect to go back to their usual travel routine.
How To Embed Video in Email (And Increase Engagement)
Email marketing is a powerful tool. Despite the continued growth and innovation of other channels, email campaigns remain the best way to promote your brand.
Kindred Boosts Conversions With Personalised Video for Players
Kindred Group, one of the world’s leading online gambling operators, has seen increased engagement and conversions following its data-driven video campaigns.
18 Personalised Video Examples From Top Brands That Will Wow You
In a world filled with information and content overload, the average consumer is an expert at filtering out irrelevant and uninteresting content. So how can brands capture and keep their customer’s attention? Two words: Personalised Video.
4 Ways to Leverage Data for Marketing and CRM Personalisation
The democratisation of big data means today’s marketers are more equipped with a wealth of information about their customers’ preferences, history and buying habits.
4 Reasons Why You Shouldn’t Ignore the Importance of Customer Retention
Why bother keeping an eye on your current customers if there’s a whole world of potential new customers ripe for the picking, right? Unfortunately for everyone, that seems to be the mentality of quite a few businesses, and it couldn’t be more wrong. While there may be a short-term gain in acquiring new customers, a model that primarily focuses on converting new versus keeping old customers will lose in the long run.
How Travel Marketing Is Adapting for the Post-Pandemic World
It’s been just over a year since a global pandemic restricted travel, crippling what was once a thriving travel and hospitality sector. With two-thirds of passenger jets grounded, hotels and resorts emptied, and halted cruises turning into floating hospitals, the industry scrambled to survive until the day came that travel was fully back. And it seems that day has arrived sooner than most anticipated.
Digital Personalisation: Making Customer Service Human Again
Think back to your last customer service interaction. Maybe it went great! Or, more likely, there was room for improvement. Perhaps it began with an online search. But since you couldn’t find the answers you needed online, you turned to the customer service number. You may have encountered some hold music, a few transfers before you got to the right person and then finally had your issue resolved. How long did it take? How did you feel? If these kinds of challenges frustrate you, you can bet your customers feel the same way when they encounter something similar.
Where Video Marketing Meets Customer Experience
These days, it’s rare to go a day without watching some type of video. From enjoying your favorite show on Netflix to scouring YouTube for a cooking tutorial, video has emerged as one of the most popular forms of content. In fact, Cisco estimates that the medium will make up a whopping 82% of total IP traffic by 2022. This dominance of video means exciting opportunities to incorporate such content into every part of the customer experience. Beyond being an advertising tool, data-driven video can be used as a CX tool that boosts customer lifetime value.
Personalisation in Higher Ed: How to Reach and Retain Gen Z
When it comes to digital experiences, personalisation is the new standard. That’s especially true among the rising generation currently filling high school and college classrooms, making personalisation all the more critical for higher education.
EVE Online Rewards Top Fans With Personalised Year-in-Review
To celebrate its top players and a banner year, CCP Games created a personalised year-in-review video for the EVE Online community. Deployed to over a million pilots, the “My Year in EVE” campaign allowed gamers to handpick achievements to include in their video, then generate that video in real time with the click of a button.
Interactive, Personalised Video Eases the Load on Mortgage Customer Service During COVID-19
During the COVID-19 pandemic, mortgage companies are offering their customers several loan forbearance options to provide temporary relief to those who have suffered financial hardship during this time.
American Airlines “Checks In” to Offer Hope During COVID-19
Virtually every industry is suffering – directly or indirectly – over the worldwide shut-down caused by the novel Coronavirus. And of course, the airline industry is perhaps one of the hardest hit: In April 2020, global passenger capacity was down by a crippling 91%; the International Civil Aviation Organization (ICAO) of the U.N. predicts 1.2 billion fewer travelers by September 2020 as compared to a typical year, with a revenue loss of $160-$253 billion for the first nine months of 2020. This complete decimation would have been hard to imagine a few months ago.