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.

2016

How Can Retailers Create the Same Buzzworthy Experiences As Amazon Go?

Retail of the future has arrived, courtesy of Amazon. The e-commerce superpower has released plans for Amazon Go, a physical grocery/convenience store leveraging the power of mobile to allow for lightning fast “grab-and-go” checkout. Customers scan a QR code when entering the store, add items to their bags as they please, and simply walk out of the store when finished shopping, with the charge hitting their existing Amazon account. This next generation of retail will come to life early next year, with the first location slotted for Seattle.

2016

What Clues Can Apple’s iOS 10 and iPhone 7 Provide to Brands (Part 3)

Apple’s new operating system, iOS10, was released to iPhone users in mid-September. Last week, Apple reported an adoption rate of roughly 54% for the new operating system. This news represents that over the course of approximately one month, more than half of all iPhone users are now up-to-date with the newest software. This type of adoption timeframe is unheard of with other mobile hardware/software providers.