Category: Customer Engagement

Customer Engagement, Marketing

Customer Engagement: Ideas for Airlines to Improve Customer Engagement

The airline industry has been notoriously infamous about the poor customer experience and engagement. This has also played a big part on the overall profitability of the industry. The only airlines that are making profits are the one’s that have some semblance of good customer experience going. If you take flights for work on a regular basis, you will agree that we spend enormous amounts of time reaching the airport, at the airport (both at the destination & the origin), on-board the aircraft and the drive away from the airports. So, I thought what could the airlines do to help […]

Customer Engagement, Marketing, Sales

Did You Wish Happy Valentines Day to Your Customers

Valentine’s Day is a day when we don’t fail to wish and take special care of our loved one’s. So, why not spread the love to our customers, who are also special people in our lives (after all, we spend a significant amount of time with them or thinking about them). So, what could you do this Valentine’s Day for your customer: Send a hand written thank you note to the key people who have worked with you in the recent past (whether as part of a sale – won or lost, more importantly so if you lost the deal). […]

Customer Engagement, Marketing

Whats Worse Than Delivering A Bad Customer Experience?

Ignoring a customer who after having a bad experience, makes the effort to share his feedback to help you understand where did the slip up happen. Last week, I blogged about my not so great experience of watching a movie at INOX Cinemas. I  shared my feedback to the cinema by the following methods: I gave my feedback to the employees there at the cinema itself. I tweeted my blog post (and tagged their official twitter account)  which not only chronicled my experience but also shared some ideas about how they could learn from the same and improve the overall […]

Customer Engagement

Brands, Please Stop Sabotaging Yourself (Like @InoxLeisure did)

Today, I went to watch a movie at the INOX cinemas in Bangalore with my extended family. There were five of us and a small kiddo.  We bought Gold Class tickets and went and took our seats. The entire experience so far was neither too good not too bad. I was fine with that.  The movie started and 10 minutes into the movie, someone came by and asked me to show my tickets so that he could verify if we indeed had Gold Class tickets. I let this go once. Then came the interval. We ordered some snacks and came […]

Customer Engagement

Burger King (Norway) Gives Away BigMacs to test the Loyalty of their Fans!

Burger King has attempted a coup of sorts.. Their Norway operations decided that they wanted to identify and engage with their true fans who would not trade their whoppers for anything.  They decided to test the loyalty of their facebook fans (~ 38000 of them). All their fans on Facebook got an offer, the “Whopper Sellout”:   Burger King gave their fans an option to get a free “BIG Mac” (a product of McDonald’s, their biggest competitor) and get banned for life on their fan page or to stay a fan and join the new facebook page for the true […]