Archive for the ‘customer experience’ Category

By Stephen Hay, Regional Director, Asia Pacific, ICLP

Travel is for most of us the ultimate motivator. Ever since our ancestors crossed the land bridge out of Africa, we have yearned to travel and seek out new experiences. Little wonder then that one of the industries that has been most transformed by the digital revolution is the travel industry. A personal selection of my favorite trends and future innovations.

Selling online

From the 1990′s onwards, websites fundamentally changed the way consumers find and buy travel services. Information is power and for the first time this power fell into the hands of the consumer rather than the travel agent secretively looking into their CRS terminal. The challenge was and remains how to effectively aggregate all that information, render it simply, and make the sale.

There is an interesting divergence between traditional network airlines and their low cost rivals. For the traditional players generating bookings online …

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I attended the Next Generation Customer Experience conference in Las Vegas last month. Below are some of my top-line thoughts. Paul Hagen, an analyst at Forrester, feels experience is even more critical for brands as products become service-based platf…

It was 10:30 at night. I had just sat down with my burger and fries from Shake Shack in Madison Square Park when I had the sudden sneaking suspicion that something was missing. But it wasn’t the napkins, the condiments or my appetite. My sense of emp…

To better understand how brands work and what a name contributes to a brand, you can think of brands as human beings. It’s fair to say that our interactions with brands are remarkably similar to our interactions with people. Take first impressions, f…

Passover, the most widely observed Jewish holiday, started last week. The eight-day festival commemorates the exodus of the ancient Hebrews from Egypt during the time of the pharaohs. Jews around the world celebrate by gathering for a Seder, reliving t…

I recently attended the Customer Engagement Technology World (CETW) conference in San Francisco. During the conference I presented some of the work that Siegel+Gale has been doing with Bloomberg to create a cohesive brand experience through social medi…

In the 1960s and 70s a retail revolution swept across Germany and captured my imagination, changing the way I would shop forever. For the first time, “self-service” stores, like those I had envied on American television shows, began to appear. S…

By Chris Reed, Regional Partnerships Director – Asia Pacific, Partnership Marketing Agency

Hasbro and online social game star Zynga have created a brand partnership to mesh the internet firm’s facebook hits with real-world products.

The agreement lets Hasbro develop toys and games based on the Zynga brand and will contain joint branding which will enable the wealthy Zynga to “share a common vision for play and a mission to connect the world through games,” …and make even more money by exploiting Facebook played games in the offline world.

Zynga games are free to play but the company makes money by selling virtual in-game goods to players and serving up advertising. Zynga rose to global popularity tailoring games for friends to play at leading online social network, Facebook, and is building its own online community for players.

Zynga bills itself as the world’s largest developer of social games and boasts more than 227 million monthly …

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When we embarked on conducting the first Global Simplicity Brand Index in 2010, my colleagues and I were trying to prove that simplicity had value, not only for brand perceptions but also for the bottom line. And I for one was happy to see that indeed,…

As we all know, United and Continental Airlines entered into holy matrimony last summer. But we had to wait until the beginning of March to officially ring in their new union as their reservations systems finally came together. As with any new marriage…