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

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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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Customer experience is the new black

Travel

Points-based loyalty systems, introduced by airlines over three decades ago, transformed the travel industry overnight. The prospect of a free trip to a dream city was enough to entice customers to stay loyal to an airline. It was just that simple.

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Airlines on the edge: shifting from simple upsell to customer experience

Travel

In the Middle Ages, a tradition of maps was born called the Mappae Mundi. These depicted how power structures intersected with an early understanding of contemporary geography. In many of the English maps they place the superpower, Rome, at the centre of the world.

England, on the other hand, places itself on the edge of the world. Historians have often pondered why.

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3 ways your customers use their mobile for travel bookings

Travel

“What factors influence mobile personalization strategies for travel businesses?” is a question our clients frequently ask us. It’s a great question. Essentially, they are trying to determine how to extract as much value from the channel and deliver the best customer experience possible.

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How travel websites can differentiate themselves through personalization

Travel

Today, travel companies are able to gather more customer data than ever before – including search and session history, previous purchases, and behavioral patterns. This data can be used to define buyer personas, and map content to users’ interests to ‘get personal’ on the web.

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The death of distance? 5 reasons geolocation matters to your customers

Retail

In 1995, Frances Cairncross wrote an infamous article in The Economist, announcing the ‘death of distance. Since then, waves of technologies have emerged claiming to save time, reduce distance, and shrink the world. In spite of this, understanding where your customer is, remains a valuable tool for any marketer.

Through 5 simple measures I’ll show how geolocation can be one of the most compelling ways to connect with your customers.

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Ryanair focuses on customer experience to stop the rot

Travel

One of my proudest moments as editor of Marketing Week was stealing Mark Ritson away from our direct competitor and hiring him as my lead columnist.

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The biggest digital challenges facing the travel industry: Qubit roundtable insights

Travel

Last week Qubit hosted a roundtable with some of the travel industry's leading experts and practitioners. The aim of the discussion was to unpick some of the biggest digital challenges facing the online travel industry. Attendees included Richard Singer, European MD of Travelzoo, CEO of Onefinestay, Robin Frewer, Director at Google and Greg Marsh the CEO of Onefinestay. The table was moderated by Lee Hayhurst, the Head of News at Travel Weekly. 

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