Marketing, customer satisfaction and loyalty

Satisfied customers will follow you everywhere

Airlines loyalty programs : different countries, different benefits
Jun28

Airlines loyalty programs : different countries, different benefits

Loyalty cards have been an important innovation when it comes to increase customer loyalty. It ll started with American Airlines and the least we can say is that the airline industry is the one which has probably pushed the concept the farest. The concept of “miles” has become synonym of loyalty. Collecting miles was once limited to airlines tickets but has in the meantime extended to other purchases too. For instance,...

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Moncler and DKV don’t care about customer complaints
Jun23

Moncler and DKV don’t care about customer complaints

Who said big companies are customer-centric and focused on customer satisfaction ? Besides firms which tweak their satisfaction surveys to obtain better results (see the example of Belfius), others simply seem to ignore the basic principles that ensure satisfied customers. Handling complaints is one of them. Moncler : how to NOT handle a complain You all know Moncler. It’s one of the most successful high-end leisure fashion...

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Facebook doesn’t tell you really why you get targeted advertising
Jun19

Facebook doesn’t tell you really why you get targeted advertising

In the data world, the topics of transparency, privacy and ethics are more and more discussed. As we predicted a year ago, this may well be the next revolution in data science. We ran an experiment to understand the level of information Facebook users get on targeted advertising. Data literacy is essential Educating people on the role of data in their lives is essential. We see too many companies which revamp their terms and...

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Ugly vegetables look more natural and give stores a better image
Jun12

Ugly vegetables look more natural and give stores a better image

Consumers perceive “ugly”, misshappen vegetables, as more natural. Moreover communication campaigns promoting these “abnormal” products benefit also the stores , such campaign convey indeed a positive image in the minds of the customers. Those are the results of a study by Mia Birau and Corine Faure (University of Grenoble) which was presented at the latest EMAC 2017 conference in Groningen (The Netherlands)....

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The single most loyal customer American Airlines wanted to get rid of
Jun08

The single most loyal customer American Airlines wanted to get rid of

Some customers are better than others and need to be very well taken care off. But not Steve Rothstein. For American Airlines this customer was the one to get rid of and American Airlines did spend a lot of efforts to kick that customer out after he had flown 10,000 flights in first class with the airline. Discover this amazing story below. Probably the single most loyal customer Rothstein bought a lifetime AAirpass in 1987 for...

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CRM : most strategies are outdated. Is yours too ?
Jun06

CRM : most strategies are outdated. Is yours too ?

In a keynote speech at the 2017 EMAC conference in Groningen, Michael Haenlein pointed the irrelevance of current CRM (Customer Relationship Management) strategies. Firms still believe that they can keep customers forever, nurturing them and growing their customer base forever. This is obviously not true. Comparing CRM strategies with marriage, Hänlein had this wonderful word about CRM managers : “people try to date today by...

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