Technology helps you understand your customers not just acquire them

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Proof that you’re missing out

Retail

Social proof is one of the most powerful psychological heuristics, it links the persuasiveness of a behavior or idea with how other people respond to it. Your brain reduces the perception of risk associated with an idea, or activity, when you see other people engaging in it. That’s why we’re all drawn to movies with high IMDb scores, best-selling books, and crowded restaurants.

 

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Avoiding turbulence in customer experience

Travel

Last week we held a webinar exploring the future of customer experience for airlines. Unfortunately time constraints meant we were not able to answer all of the questions so I thought I’d answer those that were submitted here.

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Four digital challenges for hotels and how to solve them

Travel

Traditionally, hotels have focused their efforts on providing a superior in-hotel customer experience. Hiring the best people to service their guests and providing luxurious facilities to promote their venue used to be enough to ensure customer satisfaction and loyalty.

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How test and learn drives Expedia’s innovation: An interview with Andy Washington, Managing Director, Expedia Northern Europe

Travel

During our recent Future of Travel event, it became clear that across the entire travel industry many brands are experiencing digital transformation, as they seek to address the challenge of competing on customer experience in order to remain competitive.

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Enhancing the digital customer experience: The Scott Dunn story

Travel

“I like to think of working with Qubit as a partnership, we share all our goals with them and they know exactly what we're aiming for. We can really trust them to come up with the test ideas to really take us forward and deliver the next level of experience for our website.”
Graham Horner, CMO, Scott Dunn

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Missing out on maximizing ancillary revenue? The digital conversion conundrum

Travel

Welcome to the good times.

Travel brands are surging ahead with $600 billion in online travel sales in 2014 (PR Newswire, 2015). Airlines, for example, have had their most profitable quarter since 2007, in large part due to the key role now played by extra add-on fees. 

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Competing on Customer Experience: An Interview with British Airways’ Sir Colin Marshall

Travel

“We focus intensively on the customer...we strive to make our customers’ travel experience seamless, personal, and caring”
Sir Colin Marshall, Former Chairman, British Airways

Twenty years ago, Sir Colin Marshall, Former Chairman of British Airways, featured in an interview for Harvard Business Review on how BA aim to differentiate in their approach to customer experience. Sir Colin noted that even in an intensely competitive and price-sensitive market, there are plenty of people who would be willing to pay a premium for a good service. Twenty years on, there are still pertinent lessons in this interview that resonate with companies such as Qubit, who are empowering brands with a toolkit to enhance their customer experience for better business results.

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James Villa Holidays: How Qubit became “the third man” in their business decision making

Travel

"What's been exciting for me, working with Qubit over the last few years, is that it's become a hub for all insights from all web traffic. Their recommendations on testing and the journey process has been extraordinary."
Mark Bloxham, Managing Director, James Villa Holidays

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Welcome to the expectation economy

Retail

Between 2012 and 2013, Twitter’s fastest growing demographic was between ages 54 to 66, growing at 79% (Buffer, 2013). Women make up the highest percentage of gamers (IAB, 2014), while sub-Saharan Africa is now the world’s largest mobile technology market (Gallup, 2014).

These statistics fly in the face of conventional wisdom about consumer behavior.

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