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Customer relationship management

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Article

This article covers how Circles.Life, a challenger brand, is disrupting Singapore's highly competitive telecommunications category with innovative data products and mobile-first customer experience.

News

GLOBAL: Customer experience is now the next battlefield for brands, according to a new study, which highlights how marketer's priorities are shifting with implications for business structures and investment in technology.

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CAMBRIDGE, MA: For all the speculation about where the outer reaches of artificial intelligence may lie, brands can usefully deploy AI today in order to both make and save money.

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COSTA MESA, CA: Customer satisfaction in the $360bn US home improvement market is driven by three factors which have significant impact on repurchase and recommendation, according to a new study.

Article

This event report details how artificial intelligence tools can be used to process vast amounts of data in seconds, help brands better serve their customers, and free up marketers' time.

News

TOKYO: Following record losses, McDonald's Japan needed to understand its customers and rediscover what made the brand important to them.

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LONDON: Retailers are more likely to protect their return on investment from direct marketing and retain consumer engagement if they focus on relevant and highly personalised content, according to new research.

Article

This article explores how McDonald's was able to turn around its ailing brand in Japan to revitalize and re-engage customers with an emphasis on digital content, customer experience and extensive market research.

News

HAMPSHIRE: Call centres are under threat, a new study suggests, as chatbots redefine the customer service industry, with healthcare and banking sectors set to reap the greatest rewards from staffing reductions.

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NEW DELHI: Different retail sectors in India have built particular forms of loyalty with shoppers, and each can learn something from the other, new research suggests.

Article

This event report covers how Domino’s, the pizza chain, is leveraging new digital technologies to connect with consumers and drive sales.

Article

This event report outlines how Carnival Corporation, the cruise-line group, is delivering personalized experiences to guests using wearable tech and smart software.

Article

This event report outlines how Staples, the retailer, is seeking to drive revenues through tapping new technologies.

Article

This event report outlines how Chipotle, the restaurant chain, survived a brand crisis.

News

CHICAGO: After video footage of a United Airlines passenger being forcibly removed from an overbooked flight was posted online, the actions of the airline's chief executive officer in backing his staff and describing the passenger as "disruptive ...

Article

This article posits that marketers must remember that they are in the business of building customer relationships and that the best brands behave as butlers.

Article

In this article, the author warns brands against overestimating the customer's desire for enhanced customer experience management.

Article

This event report outlines how Capital One, the financial-services provider, is moving into the chatbot space.

Article

The article explores how Woolworths, one of Australia's biggest grocery retails, successfully relaunched its loyalty scheme with a personalisation focus after the company was forced to abandon an unpopular change.

Article

This article highlights how a good online experience wins through efficiency and transparency, and by optimising for every device and customer group, allowing online retailers to keep customers engaged and avoid basket abandonment.

News

SINGAPORE: Consumers in Singapore are showing signs of disengagement from traditional loyalty programmes with a quarter (24%) reporting that their expectations of brand loyalty have completely changed, a global study has found.

Article

This article explores how organisations can find new opportunities for business, and develop a stronger brand, by rallying around the needs and the data of consumers.

News

SHANGHAI: Brands, including Mondelez and Moleskine, are using a huge influx of new Chinese customers on Singles Day to fuel their data and CRM marketing efforts through the rest of the year.

Article

This article outlines how brands need to redesign the customer experience to give consumers the feeling that exchanging their personal information is worthwhile, by seeking permission through creative engagement.

Article

This event report outlines how Boeing, the aerospace group, builds deep relationships with key clients through a Customer Advisory Board.