3 Principles of Personalization: How to Personalize the Customer Experience Without Being Creepy

January 22, 2020 Allison Kingsley

Personalized marketing campaigns have been around for years. Today’s consumers are offended when they receive a generic email with little relevance to them. Imagine receiving an ad promoting a retirement community when you just turned 21. In fact, 74% of consumers are frustrated when website content isn’t personalized to a degree. Basic personalization is easy […]

How Companies Can Avoid the Ad Blocker Arms Race

February 27, 2019 Christian Buechel

The struggle between companies trying to advertise and customers wanting a better experience has resulted in an escalating ad blocker arms race. But there has to be a way for companies to reach customers while still respecting their wishes. We explore this middle ground with three strategies to get past the need for ad blockers. […]

Aligning Across Channels in Omnichannel Retail

February 19, 2019 Dylan Compo

When in-store and online experiences are aligned, everyone wins. Customers enjoy a smoother experience across channels and retailers are better equipped to understand how their customers interact with their brand, both online and offline. Therefore, retailers have emphasized aligning omnichannel efforts through driving consistency across their channels and leveraging data to better understand customers. Forrester […]

How Data Is Creating Better Customer Experiences at Spotify

September 19, 2018 Jenna Swinney

In recent years, customer experience in the digital space has improved dramatically. Uber, Amazon, Netflix, Facebook, and Waze, for example, have made customer experience a key differentiator. We, as consumers, receive a greater personalized experience than ever before due to the information these companies gather about us and our habits. With this data, they are […]

Customer Experience Insights From Steamboat Springs

May 10, 2018 Ben Grotta

How often do you think about customer experience? If you are a product manager, marketer, or business strategist, the answer is likely “quite a bit.” For these professionals, every purchase, event, and brand interaction possesses potential customer experience insight, at least as long as you are paying attention. This was the case during a recent […]

Benchmarking Airline Customer Experience: Pre-Trip Experience Lessons

May 2, 2018 Allie Rubenstein

What makes an air travel experience positive? This is not an easy question for marketers, business strategists, and other customer experience professionals to answer. Air travel is a notoriously complex process that involves multiple organizations, processes, and touchpoints over the course of several days, if not weeks. Yet the difficulty of answering this question is […]

5 Steps to Better Customer Experience in 2018

March 26, 2018 Gabe Knapp

Recent Forrester data confirms that 72% of businesses say improving customer experience is their top priority. While some companies are making progress, others are spending significant resources in the wrong places and leaving their brands vulnerable. As I reflect on some high-profile brand incidents from 2017, it becomes clear why customer experience matters so much. […]

Benchmarking Airline Customer Experience: 7 Steps to Building a Framework

February 13, 2018 Allie Rubenstein

Recently, I worked with a small Credera team to develop a framework to benchmark the customer experience across major U.S. airlines. We decided to not only create a framework, but to also pressure test it by flying and rating our experiences on different airlines. After reflecting on this exercise, we landed on seven key, repeatable […]

Marketing Personalization: Making My Wardrobe Upgrade Easier Than Ever

September 12, 2016 Josh Smith

With back to school and the fall season coming, many people are updating their wardrobes. As for me, I hate shopping. Especially for clothes. I can think of a thousand things I would rather do at any given moment. For that reason, I generally tend to buy clothes online and avoid crowded malls and tiresome […]

How a Great Customer Experience Changed My Mind About Golf

September 6, 2016 Nate Raymond

I hate golf. With summer golf season in full swing, I’m reminded of how boring I find the game. Sure, the pleasure of navigating a pristine course, the fresh air, and time enjoyed with friends are all great. But for me, hitting a static ball toward a hole in the ground is a stale undertaking. […]