The Insight Files
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The Insight Files
Consumer trends and news curated by Tourism Australia
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Five tips to make sure that customers transact with your travel app

Five tips to make sure that customers transact with your travel app | The Insight Files | Scoop.it

The challenge with mobile commerce apps is that they need to engage your customers positively while generating revenue for your company, says Jumio. Just because an app is available doesn't mean it will be successful. The statistics show a shocking attrition rate in that 25% of downloaded apps are never opened and are discarded. This article lists five tips to make sure your business's app doesn't get deleted:


  1. Be aware which operating system or platform will deliver the best return for your app.
  2. Be sensitive to data privacy concerns that may inhibit app usage.
  3. Reduce payment friction.
  4. Balance functionality with speed and performance.
  5. Build customer retention into your app.


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Improving customer experiences on social media

Improving customer experiences on social media | The Insight Files | Scoop.it

There is a reason why customer experience is so widely discussed and on top of every marketer's agenda - positive customer experiences keep customers coming back. There are many components to creating positive experiences. However, social media is often overlooked as an important aspect of a company's customer experience strategy. Social consumers are on the rise, and they expect companies to engage with them on social channels. Many consumers use social media for all aspects of customer service, from beginning to end. Notably, 67% of consumers have used a company's social media site for servicing, compared with 33% for social marketing. Furthermore, 33% of users prefer to contact brands using social media rather than the telephone. This article details tips on how to improve customer experiences on social. 

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An airline merchandising perspective – what customers want and what they say they want

An airline merchandising perspective – what customers want and what they say they want | The Insight Files | Scoop.it

There has been much rhetoric recently about how to offer ancillary services to consumers, what services to offer and when, that it raises the question whether consumers want all these elements.

 

There has been much rhetoric recently about how to offer ancillary services to consumers, what services to offer and when, that it raises the question whether consumers want all these additional/complementary elements.

Many travellers will tell you they just want a comfortable seat at a reasonable price and to arrive on time.

 

Simple, right?

 

Tnooz put these questions (and some others) to SAS vice president of global digital sales, Christina Ericsson, for an airline perspective.

 

 

The airline is not alone in trying to ‘figure it all out’ but the basic mantra is around making travel easier.

 

One of the basic issues is whether to go down the shopping basket route like many ecommerce companies or remain true to the traditional airline way of doing things.

 

Whatever it decides, SAS is already looking at the various products and services it could provide and plans launches throughout this year on what Ericsson calls the basics as well as the potential for new revenue streams via non-flight related products – eg things that support the customer such as a belt consumers don’t have to remove at security.

 

So, what’s the Holy Grail when it comes to ancillaries?

 

With the pressure airlines are under in terms of yield, the basic need according to Ericsson, is to be able to offer something else and earn more revenue.


Read more at http://www.tnooz.com/2013/06/19/news/an-airline-merchandising-perspective-what-customers-want-and-what-they-say-they-want/#1t67qKo4u5RMkSDH.99

 


 

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Customer data: stop drowning and start swimming

Customer data: stop drowning and start swimming | The Insight Files | Scoop.it

From transactional data to customer survey data and everything in between, most companies have all the customer information they need to create insightful, intelligent marketing communication. Yet most of them aren't because they are drowning in data. A recent report published by Econsultancy offers up some interesting insights into how businesses are deciphering consumer data to better drive better engagement with their brand. The report looks in detail at how organisations are using data and technology to deliver highly personalised customer experiences and the opportunities and challenges involved. The report is based on a global survey of almost 600 digital marketers and ecommerce experts. Among the report's key findings include:


  • 62% of respondents felt overwhelmed by the volume of incoming data,
  • 96% of companies declared customer experience as at least 'important,' with more than two in five companies ranking it as high priority.
  • Only 3% of companies have a strong capability for using cross-channel or cross-device data for real-time online or mobile app personalisation.


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Technology in tourism: help or hindrance

Technology in tourism: help or hindrance | The Insight Files | Scoop.it

Technology is a tool used to enhance the customer experience; however, it can also be seen as a distraction, according to industry experts.

During the World Travel and Tourism Council (WTTC) Asia Summit 2013, leaders in travel technology gathered to discuss the future potential and current pitfalls that exist within the industry.

“Technology, well-being and design are the three mega-trends associated with the future traveller,” Hong Kong Polytechnic University Professor Kaye-Sung Chon said.

While technology is notably important for the next generation of tourists, its potential is still unclear.

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Andrea Rossi's curator insight, October 3, 2013 4:00 AM

“Technology, well-being and design are the three mega-trends associated with the future traveller,” Hong Kong Polytechnic University Professor Kaye-Sung Chon said.

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Seven truths for designing great customer experiences

Seven truths for designing great customer experiences | The Insight Files | Scoop.it

Who owns the customer experience?

 

Brands like Nordstroms, Gemvara, Life is Good, Zipcar, Warby Parker, Boloco and Mt. Hood Meadows answer this question differently.

 

The titles of our customer experience leaders ranged from CEO and CMO, to VP of Customer Experience, and the Chief Customer Officer. One of our speakers ended their marketing department entirely, giving responsibility to every department to create the plan of how they will market their organization through radical service.

 

1. Delight isn’t a tagline – it’s the bottom line

2. Delight isn’t an ideal – it’s a pragmatic everyday activity, and its built on failure

3. Get clear about the value of your brand to customers

4. Rethink the role of customers for your company

5. Rethink content: Less story telling – More story living

6. Technology is nothing without humanity

7. The age of miracles is not past

 

Read more: http://econsultancy.com/au/blog/11079-seven-truths-for-designing-great-customer-experiences

 

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