Customer Loyalty – is the mobile wallet the way of Loyalty in the future? http://wp.me/s3aCAV-2

What does it mean to be “customer-centric” as a Business?

Assuming that you start with a quality product and service, being customer-centric means understanding the customer’s point of view and respecting the customer’s interest. You fix problems, handle complaints, and remember individual customer preferences.

Customer Loyalty programmes assist and are the platform to meet this objective. Mobility plays an important part in meeting the demands of the customer and achieving the company objectives

But customer centricity isn’t merely a matter of adding up the different components of quality, service, insight and responsiveness.

You can and should introduce all these ideas into your business model, but if you don’t grapple with your company’s most basic strategic objective, then sooner or later your efforts will fail.

In the past I’ve found it helpful to explain the contrast between customer centricity and product centricity by understanding three criteria that actually help organisations to differentiate themselves from the competition. If you think about it, for a business to be competitively successful, it must meet three criteria:

  1. It must be able to satisfy a customer’s need
  2. It must identify a customer who wants that need satisfied
  3. Organisations must communicate in the media of preference and choice.

In this world of immediacy that we live in is the mobile wallet the way to go for customer loyalty in the future? What are your views

Loyalty and Mobile

 

Customer Lifetime Value is still a valuable metric (LTV)

How To calculate Lifetime Value (LTV) – Interesting example Starbucks Infographic

Net Promoter Score or traditional LTV model  or predictive analysis. Many ways to look at LTV myself I still prefer the traditional LTV model for customer acquisition to estimate retention (“LTV”) of a customer. Roughly defined, LTV is the projected revenue that a customer will generate during their lifetime. What are your views welcome as always.

Interesting Infographic on the model.

How To Calculate Customer Lifetime Value

Airline Fees – Blessing or Burden? http://wp.me/p3aCAV-58

Airlines have been adding so many extra  passenger fees lately

Due to the increased costs imposed on Airlines by Airport charges and increased fuel costs, Airlines have had to pass on the additional costs by way of ancillary fees. These fees range from carry-on luggage to in-flight drinks, pillows and food. As a result of that what you see  on your ticket is not the true cost of flying. From overweight bags to flight changes and pets to unaccompanied minors, there is no shortage of fees that airlines will have to pass the additional charge to you as a customer.

Is the passing on of ancillary fees and charges to the passenger justified or is it just another way of making money?

Is there a need for a better  understanding of all of the true operational airline costs- in other words a more joined up holistic view? Or an increased need for the community to collaborate and lobby against Government regulations imposed on the Airline community to avoid passing on the costs to the customer.

In the final analysis I believe everybody in the industry has an agenda to improve the customer experience of travel not negate it – I am sure the Airline industry is doing everything it can not to pass on additional charges to the customer.

Your views welcome as always.

Here is an in-depth look at the complex world of airline fees. See the different add-on fees of 10 major domestic  airlines here.

A Guide to the Complex World of Airline Fees

A New Marketing Triad (Trifecta) – email,Social Media & Mobile. http://wp.me/p3aCAV-53

The new Marketing Triad (Trifecta)

A multiplicity of communication channels are open to the consumer in many platforms, formats and media.

The most popular means of customer channel for the marketing of products and services is a combination of the traditional Marketing channels (Triad) and the new Digital interactive & Social Channels (Trifecta). Understanding the technology platforms to deploy which social networks to produce results more effectively and what metrics to track is core to the future enterprise Marketing Strategy.

Below is an interesting infographic into the new Marketing Trifecta and the metrics, effectiveness of the various channel.

Comments welcome as usual please.

New World Marketing

 

Customer-Centricity – is the mobile wallet the way of Loyalty in the future? http://wp.me/s3aCAV-2

What does it mean to be “customer-centric” as an Airline or Business? Assuming that you start with a quality product and service, being customer-centric means understanding the customer’s point of view and respecting the customer’s interest. You fix problems, handle complaints, and remember individual customer preferences. Customer Loyalty programmes assist in this objective.

But customer centricity isn’t merely a matter of adding up these different components of quality, service, insight and responsiveness. You can introduce all these ideas into your business model, but if you don’t grapple with your company’s most basic strategic objective, then sooner or later your efforts will fail.

In the past I’ve found it helpful to explain the contrast between customer centricity and product centricity by understanding three criteria that actually help organisations to differentiate themselves from the competition. If you think about it, for a business to be competitively successful, it must meet three criteria:

  1. It must be able to satisfy a customer’s need
  2. It must identify a customer who wants that need satisfied
  3. Organisations must communicate in the media of preference and choice.

In this world of immediacy that we live in is the mobile wallet the way to go for customer loyalty in the future?  What are your views

Customer Loyalty – is the mobile wallet the way of Loyalty in the future? http://wp.me/s3aCAV-2

What does it mean to be “customer-centric” as an Airline or Business? Assuming that you start with a quality product and service, being customer-centric means understanding the customer’s point of view and respecting the customer’s interest. You fix problems, handle complaints, and remember individual customer preferences. Customer Loyalty programmes assist in this objective.

But customer centricity isn’t merely a matter of adding up these different components of quality, service, insight and responsiveness. You can introduce all these ideas into your business model, but if you don’t grapple with your company’s most basic strategic objective, then sooner or later your efforts will fail.

In the past I’ve found it helpful to explain the contrast between customer centricity and product centricity by understanding three criteria that actually help organisations to differentiate themselves from the competition. If you think about it, for a business to be competitively successful, it must meet three criteria:

  1. It must be able to satisfy a customer’s need
  2. It must identify a customer who wants that need satisfied
  3. Organisations must communicate in the media of preference and choice.

In this world of immediacy that we live in is the mobile wallet the way to go for customer loyalty in the future?  What are your views

Aside

Customer-Centricity – is the mobile wallet the way of Loyalty in the future? http://wp.me/s3aCAV-2

What does it mean to be “customer-centric” as an Airline or Business? Assuming that you start with a quality product and service, being customer-centric means understanding the customer’s point of view and respecting the customer’s interest. You fix problems, handle complaints, and remember individual customer preferences. Customer Loyalty programmes assist in this objective.

But customer centricity isn’t merely a matter of adding up these different components of quality, service, insight and responsiveness. You can introduce all these ideas into your business model, but if you don’t grapple with your company’s most basic strategic objective, then sooner or later your efforts will fail.

In the past I’ve found it helpful to explain the contrast between customer centricity and product centricity by understanding three criteria that actually help organisations to differentiate themselves from the competition. If you think about it, for a business to be competitively successful, it must meet three criteria:

  1. It must be able to satisfy a customer’s need
  2. It must identify a customer who wants that need satisfied
  3. Organisations must communicate in the media of preference and choice.

In this world of immediacy that we live in is the mobile wallet the way to go for customer loyalty in the future?  What are your views