Customer Personalization: The Good, Bad and Ugly of 2017

In 2017 we learned how important customer personalization truly is; according to Accenture the retail industry lost out on $756 billion due to a failure to personalize. To add insult to injury the same study showed that 44% of US consumers became frustrated when companies failed to provide relevant personalized experiences. . The good news is that 2017 is over and in 2018 marketers can use their new budget to create a smarter engagement strategy! With this in mind we wanted to look back at the past year and point out a brand doing personalization right, another one that needs a bit of work and a couple that are dangerously behind the eight ball.


Customer Engagement Love Story: Shopbop

I’m a marketer (for a company that makes software for other marketers), but I’m also a consumer. The two sides are intertwined. For better or for worse, I can’t turn the marketer off while I shop. The marketer side of me is always taking mental notes about customer engagement wins and missed opportunities and thinking about what is going on behind the scenes at a company to cause their customer experience to soar or flop. I shop a lot, so there are abundant examples to choose from. However, there’s one company that stands out from the pack time and time again: Shopbop. I wish other companies would take a page out of Shopbop’s customer engagement book. That’s why I’m putting my love story down on paper in an effort to help less fortunate brands find their happy ending.


Systems of Insight and Systems of Engagement -- Don't Decide

Listening to a lot of Martech vendor pitches that are all starting to sound the same? Unsure which type of technology is supposed to solve your problems and fulfill your use cases? We’re trying to solve pain points around not only customer data management and real-time engagement, but also navigating the martech and data management landscape. That’s why we’ve put together this post outlining the differences between three of the most commonly confused types of software -- the Data Management Platform, the Customer Data Platform and the Customer Data Platform + Orchestration. Keep reading for an easy-to-digest summary!


How AI and Data Management Help Airlines Improve the Customer Experience

According to Travel Daily News over the next three years 52% of airlines are planning major AI programs. Airlines are particularly interested in leveraging AI for prediction and warning systems; however there are numerous other ways airlines can leverage AI to improve the customer experience and differentiate themselves from competitors. To do this though, airlines must first have access and insight into individual customer data. In this blog post, we’re taking a look at some specific ways airlines can benefit from AI and data management strategies to improve the customer experience. Keep reading to learn more!


Build Greater Customer Loyalty Through Non-Transactional Behaviors

While loyalty programs have become a must-have feature of most companies’ acquisition and retention strategy, many of these programs are failing at actually creating loyal customers. According to a recent Accenture report, 71% of respondents said that loyalty programs didn’t make them any more loyal. Punch cards, points for spend, and irrelevant discounts sent to the masses aren’t the best avenue for developing a committed customer base.