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3 Ways That Airbnb Fights Survey Fatigue

October 21, 2014 by Kerry Bodine

3 Ways That Airbnb Fights Survey Fatigue

The good news: companies of all shapes and sizes are implementing Voice of the Customer programs.  The bad news: customers are being inundated with feedback surveys. Just this week, I’ve received survey requests from United Airlines, my veterinarian, my gym, and Airbnb. Airbnb’s was the only one I filled out. Here’s what Airbnb’s email invitation (Read More...)

How Loyalty Program Rewards Impact Customer Perceptions

October 13, 2014 by Kerry Bodine

How Loyalty Program Rewards Impact Customer Perceptions

In a recent post, I talked about the increasing complexity of loyalty programs — and how the earning schemes that marketers employ can influence customers’ perceptions of not only the program, but of the brand itself. However, it’s not just loyalty program inputs that have gotten complex. Program outputs — the rewards that customers get (Read More...)

My Head Just Exploded: Capital One Acquires Adaptive Path

October 6, 2014 by Kerry Bodine

My Head Just Exploded: Capital One Acquires Adaptive Path

It’s not often I hear news that makes me scratch my head for hours on end. But Adaptive Path’s announcement last week that they’ve sold to Capital One really got my wheels turning. Even Jesse James Garrett, Adaptive Path’s Chief Creative Officer, admits that the match is a weird one. Here’s what’s rolling around in (Read More...)

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How Loyalty Program Earning Schemes Impact Customer Perceptions

September 29, 2014 by Kerry Bodine

How Loyalty Program Earning Schemes Impact Customer Perceptions

Loyalty programs have gotten increasingly complex in recent years. As companies fight for share of wallet, simple sandwich punch cards have been replaced with complex point earning schemes, tiers of status upgrades, and labyrinths of prize redemption. The result is that loyalty programs have grown as a proportion of the overall interactions a customer has (Read More...)

The Connection Between Loyalty Programs & Customer Experience

September 12, 2014 by Kerry Bodine

The Connection Between Loyalty Programs & Customer Experience

Over the years, I’ve talked a lot about customer loyalty — the type of behavior that results from great customer experiences and drives additional revenue through repeat purchases and word of mouth. What I haven’t talked about so much are loyalty programs — initiatives that are specifically created to encourage repeat business. Loyalty programs and (Read More...)

Experiences That Matter: A Focus on Enjoyability

August 14, 2014 by Kerry Bodine

Experiences That Matter: A Focus on Enjoyability

Earlier this summer I flew from San Francisco to Tokyo with an upgrade from economy to business class. I was excited about my flat-bed seat and the nice snooze I’d be able to take as we crossed the Pacific. But I was even more excited about the opportunity to order the Japanese in-flight dinner, which (Read More...)

Once Again, It’s Time For SXSW Voting!

August 8, 2014 by Kerry Bodine

Once Again, It’s Time For SXSW Voting!

I’ve submitted two really fun sessions for SXSW 2015. The first, It’s Time To Design Better Smartwatch Interfaces, will share the results of a wearables research study that I’m collaborating on with the talented folks at AnswerLab. The second, How Kids Changed The Way We Design For Adults, is based on the amazing design work (Read More...)

Experiences That Matter: A Focus on Easiness

July 25, 2014 by Kerry Bodine

Experiences That Matter: A Focus on Easiness

In a recent post, I presented the first of three core pillars of great customer experiences: usefulness. In short, customers spend money because they’re trying to get something done — a job, a task, a goal — and companies must focus on providing that utility. But while being useful is essential, it’s not sufficient. In (Read More...)

Q&A About Brand, Marketing, & Customer Experience

July 16, 2014 by Kerry Bodine

Q&A About Brand, Marketing, & Customer Experience

Last week I did a webinar with the fine folks at the Society of Digital Agencies about the disconnect among brand, marketing, and customer experience (CX) that exists in many organizations. My advice to the attendees, who were (unsurprisingly) mostly from digital agencies, was to strive to connect the marketing promises that they create with (Read More...)

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