Customer Experience Matrix

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SessionM Expands from Loyalty to Full Customer Engagement Management

Customer Experience Matrix

SessionM launched in 2012 as a platform that increased user engagement by adding gamification and loyalty rewards to mobile apps. Compared with these vendors, SessionM’s loyalty features are probably its most unusual feature. But it would be misleading to pigeonhole SessionM as a system for loyalty marketers.

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Responsys Buys Loyalty Matrix

Customer Experience Matrix

Speaking of integrated systems, consider yesterday’s announcement that email marketing provider Responsys has purchased Loyalty Matrix , which offers on-demand marketng analytics. Loyalty Matrix also extends beyond digital channels to take data from all sources and produce multi-channel contact strategies.

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Privacy Regulations Will Lead to Advertising Innovation

Customer Experience Matrix

Suppose a hotel chain and airline agree to identify loyalty program members on each others' lists. That is, the airline would learn which of its customers were members of the hotel loyalty program and the hotel would learn which of its customers were members of the airline program.

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Here's Why Airlines Treat Customers Poorly

Customer Experience Matrix

Indeed, when the survey explicitly asked about priorities, 51% rated improving operations as the top priority, compared with just 39% for aligning operations, marketing and IT, and only 35% for building customer loyalty. There’s a brutal utilitarian logic in this: after all, planes that don’t run on time inconvenience everyone.

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In a World Run by AI, The Best Data Wins

Customer Experience Matrix

But loyalty is really won or lost when there’s a problem or special request. If you consider the true commodity industries, such as telecommunications, air travel, hotels, and financial services, what makes customers loyal to one or another provider is rarely the actual product or price. Rather, it’s the way they are treated.

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Eager to Sell Your Personal Data? You'll Have to Wait

Customer Experience Matrix

Sensors are currently running in a handful of stores and the loyalty and couponing systems are under development. Momentum is an outgrowth of the existing MobileBridge loyalty system. Each retailer runs its own program, so this isn’t a marketplace where different buyers bid for each consumer’s data.

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Why Are There So Many Types of Customer Data Platforms? It's Complicated.

Customer Experience Matrix

There’s also lots of other data that source systems discard once they have no immediate need for it, such as location, loyalty status or life-to-date purchases at the time of a transaction. Marketing and analytical systems may need these and it’s often not possible or practical to reconstruct them from what the source systems retained.