Customer experience is a staple of any successful organization, but there’s no doubt that some industries place more emphasis on CX practices than others. Some verticals, like airlines and hotel chains, are the first to come to mind when...Read More

Not so long ago, brands held an enormous amount of power over consumers. Loyalty (if you could call it that) was based largely on the product offered and the scarcity of options in the sector. Thanks to this market dynamic, organizations operated...Read More

There was a time when loyalty fraud was almost a punchline; after all, in a world of electronic bank accounts and online credit card information, why would a hacker instead go after something like frequent flier miles?   As the customer...Read More

There’s no doubt that self-service has grown as a means for delivering CX in recent years. This does not mean, however, that communication with representatives via phone is going anywhere anytime soon. This is evident in the data collected...Read More

As social media continues to dominate the world of modern marketing, brands are scrambling to find ways to utilize the platform in new and engaging ways. Specializing in just that, Chirpify recently partnered with Togo’s Sandwiches to reward...Read More

Pop quiz: What do Marc Jacobs, Kanye West, and Lands’ End all have in common? Besides a razor sharp fashion sense, these brands have all jumped aboard the bandwagon of pop-up shops, the latest trend in customer engagement and interactivity. ...Read More

Given the availability of omnichannel shopping solutions today, consumers expect nothing less than a truly seamless experience when moving between devices. Crate and Barrel, a leading retailer of home furnishings, has taken these expectations to...Read More

Loyalty programs offer rewards of all kinds; some reward repeat business with apparel and electronics, while others opt for complimentary travel and accommodations. One organization, however, is taking a step into almost unprecedented territory by...Read More

Despite their best efforts, most drivers will eventually need to deal with the replacement of an old or broken transmission. For these drivers, the process is wholly negative; these repairs are rarely cheap, which forces the owners to find an...Read More

With the number of brands available to consumers, customer experience is the X-factor by which companies rise and fall in the marketplace. If an organization fails to provide the CX that’s come to be the expectation, it risks being left...Read More