2017

5 Customer Data Platform Use Cases for Quick Service Restaurants

The quick service restaurant industry is up against a mounting number of challenges from greater costs and lower margins to consumer demands for higher quality, more options and increased expectations for how they interact and engage with brands. It’s no easy feat to deliver that one-of-a-kind customer experience that consumers have come to expect in an omnichannel world, especially when many QSRs are stuck with legacy technology that limits their ability to gain a single view of the customer and deliver personalized engagements on the right channel at the moment of impact. Here’s the good news though: the birth of a new category of technology--the Customer Data Platform (CDP)--is making it possible for brands to execute all that and then some. Not a believer? Keep reading to learn five CDP use cases for quick service restaurants!

2017

5 Customer Data Platform Use Cases for Retailers

In an omni-channel world, retailers are under immense pressure to differentiate themselves from competitors and deliver a consistent customer experience across all channels at every stage of the buyer’s journey. That’s a tall order for marketers that are limited by legacy technology that can’t distinguish between Customer A and Customer B in time to trigger a tailored response to each individual. Fear not though because real-time unified, actionable data that drives customer experience and deeper brand loyalty isn’t just the stuff of fairytales or the far off future anymore. The emergence of the Customer Data Platform (CDP) is making all that and more a reality. Still skeptical? Keep reading to learn five CDP uses cases for retailers!

2017

How Hotels Can Strengthen Customer Relationships

In the competitive travel and hospitality industry, hotel chains must think and act with the personal touch of a B&B proprietor in order to keep guests coming back again and again. Even with thousands of guests checking in and out of different properties across the globe every day, there are some tactics hotel chains can leverage to make every interaction with every customer on every channel feel unique and tailormade.

2017

How the Worst QSR Apps Can Improve Customer Loyalty & Engagement

Back in June 2016 ARC analyzed the mobile user sentiment of the native Android and iOS apps of 55 of the top 100 restaurant brands. In order to qualify for the analysis, brands had to have a native Android and/or iOS app with a statistically significant cumulative volume of app store reviews. ARC ranked the chains based on a weighted average of their Android and iOS mobile user sentiment scores (see image below).

2017

Customer Engagement Gone Wrong: When Bad Things Happen to Good Brands--Neiman Marcus

A couple weeks ago we discussed the pitfalls of West Elm’s customer engagement strategy. This week we’ll visit the scene of the customer engagement crime of another otherwise wonderful brand--Neiman Marcus--and try to provide some guidance using our experience helping hundreds of other brands correct similar infractions.