How Direct-To-Consumer Engagement Helps CPGs Boost CSAT & Reduce Costs
D2C can improve CPGs' CSAT and costs. CPGs can convert widely disparate sets of consumer data into actionable intelligence that leads to profitable consumer engagement.
Perfecting Airline Customer Service On The Fly, Without Winging It
Airlines must pivot fast to keep customers happy. With the right digital solutions, airlines can respond to fluid conditions in real time, every time.
AI-Powered Digital Engagement for Auto Company
Read our case study about how Sutherland used AI and Analytics to put a global conglomerate's automotive retail entity on the road to success.
How CPGs Can Rise To The Direct-To-Consumer Challenge
In 2020, more than one-third of consumer-packaged goods brands (CPGs) started to develop direct to consumer (D2C) channels. This is a major shift for an industry that traditionally relied on retailers to distribute their products and to provide customer intelligence. This has forced many CPG firms to focus on learning more about their end consumers, what motivates them, and how they transact at the point of purchase.
Delivering Exceptional Guest Experience In Volatile Times
These days, dealing with uncertainty is the new definition of business as usual. What hasn't changed is the hospitality industry's laser focus on driving occupancy, RevPAR, loyalty/retention and competitively differentiated guest experiences.
Maximize the Effectiveness of Salesforce in Your Contact Center
Are you getting as much out of Salesforce in the Contact Center as you should be? If you suspect your answer to that question is "no", you're far from alone.
Rethinking The Hotel Experience: Top 5 Ways To Greet Your Future Guest
Hotel occupancy is on the rise in many places, thanks to pent-up demand for leisure travel. While this is good news for hotels that have enough staff, overall revenue remains down for much of the hotel industry. That's because conventions and mid-week business bookings haven't rebounded to anywhere near pre-Covid levels in most markets. And there's no telling whether they ever will, now that video meetings are the norm.
5 Ways To Get Successful at Customer Success
As switching SaaS providers continues to get easier, the goal of reducing churn and improving retention can be a challenge. To help, the primary goal of Customer Success (CS) is to ensure subscription customers achieve their desired outcomes while having an exceptional experience doing so. These five essential elements can help you become more successful at reducing churn, increasing retention, and improving Customer Success.
Top 5 ways Customer-focused Airlines Can Stay Aloft
No one likes to wing it when the stakes are high. Airlines had little choice when the pandemic hit, scrambling to accommodate millions of grounded customers while also rapidly implementing new safety protocols on near-empty flights. As domestic flights rebound in high-vax regions like the US, the biggest challenge now is making up for lost international and business class bookings. Here are the strategies customer-focused moves airlines can consistently apply to glide closer to profitability.
Are You a Customer Success Leader Or Laggard?
Many today are subscribing to the use of goods and services rather than purchasing them outright. These subscription relationships are proving economically beneficial, convenient to consumer, and typically easy to exit. This has meant a shift in priorities for brands, away from customer satisfaction and toward customer success.