- Customer Service in a Multi-Channel World
Today's retail customers don't just interact with one channel. To succeed, retailers must apply cross-channel strategies. They must acknowledge that providing customer service is not about any specific channel, it’s about providing a seamless experience across channels. Because it’s not about the channel customers are using, it’s about the activity customers are trying to accomplish.
Read more (pdf)
- Mobile in Retail and Multi-Channel Strategy
One of the key opportunities facing retailers today is the expanding definition of "multi-channel," which now includes mobile and social shopping. How can retailers effectively integrate their sales channels? Mobile serves as a critical link. Read more (pdf)
- Social Media Intelligence Platforms: Peeling Back the Onion
Social Media Intelligence (SMI) firms scour the web to capture what people say about products, consumer lifestyle brands, retailers, and more. But as with any new technology in a hot industry, firms vary in quality, it can be overwhelming to assess them all, and total costs vary considerably.
Our intent is to help you peel back the onion and gauge how effectively SMIs can help your business.
Read more:
-SMI and the Retail Industry (pdf)
-SMI and the Travel Industry
- Can Airlines Power Ancillary Revenue With Digital Media And Better WiFi Platforms?
Airlines are at a distribution inflection point, with new technology enabling better merchandising and high-margin ancillary services. Already feasting on bag fees, digital media (video, eBook, gaming, music, LBS) is a compelling way for airlines to drive more ancillary revenue, cut old-school costs, and deliver what consumers want. We first evaluated the potential in late 2009, but as digital entertainment continues to explode in early 2011, airlines’ approach to WiFi may be missing opportunity. Part 1 Part 2
- The Google-ITA Software Deal - Can Mobile Voice Recognition Spark Travel Search Innovation?
Google’s $700M acquisition of ITA has inspired good debate and sometimes illogical lobbying on risks to airfare search integrity, web traffic, advertising costs, and service to industry “frenemies”. In the cacophony of positioning as the DOJ nears conclusion, however, potential positives for consumers may have been missed. In this case, Android voice recognition is rapidly improving for natural language travel search, and integrating ITA’s airfare structure could drive welcome innovation and a better consumer travel experience. Read more
- Developing Strategic Positioning in a Tight Timeframe
The marketing teams we work with often find themselves in a quandary: they've been tasked with quickly rolling out a campaign, but they lack sufficient time to develop an underlying positioning strategy. Or – worse – the campaign is already underway, and its positioning has been left to be developed after the fact. Read more
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Driving Consumer Engagement with Online Health Content
Consumers go online to manage their health. Traditional health care organizations face an uphill battle to
engage consumer audiences online in an environment where a few players such as WebMD have become
dominant. The challenge can be overcome by thinking in a new way about segmentation and then focusing
on an end-to-end consumer experience. Read more
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Creating Scale and Connection for Business Services
In a time when resources are scarce and expensive, scalable well-connected business services
constitute a powerful framework for maximizing organizational capabilities. Managers looking to expand usage and adoption should pay close attention to how their current services and resources map to customer needs. Read more
- App Stores -
If You Build It, They May Not Come
Apple's iPhone App Store has been revolutionary and changed the mobile content ecosystem, largely leaving the carriers on the sideline. As more and more applications become available, it becomes difficult for developers to make money and for consumers to find the right apps. This can be overcome through better customer engagement and marketing. It's a golden opportunity for the carriers to get back in the game -- but they must move quickly before the window is shut.
Read more
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Building Mobile Customer Connection
Increasingly, businesses are rushing to get into the "mobility game." Many businesses end up building a mobile application that is a copy of their
traditional website simply so they can say they have a mobile solution. But this approach fails to anticipate how customers behave in the mobile
environment. It's more effective to build a mobile solution around customer usage scenarios -- and the value that your company can add. Read more
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