The Beacon/Social Reviews Connection: What’s In Store for Indoor

As a proponent of omnichannel conversational commerce, I’ve been fascinated by technologies that The Beacon/Social Reviews Connection: What's In Store for Indoorimprove indoor (or in-store) customer experience. Of course, there is always a balance to be struck between “creepy” apps (which smack of unwanted surveillance and privacy invasion) and “intelligent” assistance (which brings several technologies under the control of shoppers to improve their experience). In reality, there is no black-or-white distinction between the two. The toggle is whether an indoor tracking app delivers true value to a shopper or passer-by.

Here are a couple of examples. Satisfi, which started life as a company called SuperSolver, uses an indoor location aware mobile application to provide a direct feedback loop between a customer and a “the person in charge” at a business before he or she leaves the premises and Tweets or posts a review on Yelp!

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How can Airlines Find Customers with Social Media

The End of Traditional Customer Service Model
frustrated-woman-standing-in-airport_ssThere are thousands of flights every day, transporting millions of passengers all over the world. In the midst of all this traffic, there is one experience and emotional experience that everyone has faced so far: confusion.

We all know traveling can be a confusing experience, and it’s easy to become frustrated in an unfamiliar environment. Unexpected delays, locating the correct gate, and lost or missing baggage can lead to the rise in the level of frustration, anger, and hopelessness among flyers. Prior to the age of social media, customers would reach out to customer service representatives to ask for directions, information or other miscellaneous concerns. Through the efforts of the customer service representative, customer concerns were examined, logged, and transferred to the airline and airport headquarters for evaluation. Customers were patient, given their only option was to wait “on hold” with customer service on the phone in order to receive their information. Read More

Japan Airlines combines beacons and smartwatches to improve customer service at airports

Japan Airlines (JAL) staff at Tokyo’s Haneda airport are being provided with smartwatches that work in conjunction with Bluetooth Low Energy (BLE) beacons, to give management a way to assign staff more efficiently and respond more swiftly to customer requests.


Beacons are being placed at each of the airport’s domestic terminal one boarding gates, with staff issued with Galaxy Gear 2 smartwatches. The LG G Watch will also be tested during the pilot, JAL says. Read More


This afternoon I was pleased to have the opportunity to present at Sprinklr‘s Social @ Scale event in Toronto, as part of an impressive lineup of speakers featuring Mitch Joel, Keith McArthur, Di Gallo, Mathieu Legace and Tara Hunt.

In my presentation – entitled The Power of Loyalty in Social Media – I posited that social media presents an opportunity to drive significant ROI through customer loyalty. That means shifting from one-way advertising to focusing on customers.

I focused on several insights: Read More

Customer Acquisition through Social Media Referrals

Posted by Troy Leland on Mon, Jan 19, 2015 @ 10:01 AM

Much of the buzz in loyalty marketing has to do with bringing customers back to your store for repeat business and increasing the amount of their transaction once they return. While increased repeat business and higher rings for current customers are great ways to grow your sales, it’s also important to consider how your loyalty program will bring you new customers as well.

-How will buyers within your target market find out about your business in the first place?

-What will motivate these buyers to leave the competition and come to your business instead?

Acquiring new customers may be perceived as a more difficult task with
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Is 2015 the Year of the Digital Wallet?

2014 will go down as the year of the major corporate hack. It happened in retail, in banking, in entertainment, in government and probably in many other places that never went public. Personally I have had new debit cards issued three times this past year, all because of a retail hack. Everytime it happens I spend countless hours tracking down and changing all of the automatic payments that are “wired” to that card number. Often I miss several and have threatening emails and calls because my payment was “declined” (not so, just a victim here!). More and more I have moved to my longstanding digital wallet partner, PayPal. If a vendor takes PayPal, I’m using it for auto payments and for online shopping. I also just received my new iPhone 6 plus a couple of weeks ago, and have started setting up Apple Pay for use in stores (unfortunately one of my banks, Read More

Proximity Marketing

Proximity marketing or hyperlocal marketing as it’s sometimes called, is on the upsurge this year. The fact that the smartphone market continues to grow with ~1.3B shipments in 2014 WW, and a CAGR of near 10% through 2018 (based on the IDC Smartphone Tracker) is a part of that of course, but also the technology supporting proximity marketing is much more refined and available. There are also some good successes that are getting the attention of all types of businesses.
Proximity marketing uses Read More

The future of automatic engagements with passengers



(all images: Air France – KLM)

Airports and airlines embraced the self-service revolution over a decade ago. The industry started by replacing traditional check-in desks with kiosks and simple bag drop positions, reducing the need for large check-in areas and – more importantly – staff. After all, the salary of an agent printing a bag tag and labelling a suitcase is much lower than a highly departure control system (DCS)-trained colleague.

Subsequently, online services were added which enabled passengers to check-in at home, choose their seats and print their boarding passes in advance. This further reduced the need for having multiple agents and desks.

Those airports that are ahead of the pack are now offering a fully automated passenger ground experience, including self-check-in, self-bag drop, automated border control, self-transfer, self-boarding and even self-service recovery. Of course, Read More

Airlines Take Mobile Services Beyond Check-In

In-transit contact with customers opens new marketing opportunities

Digital check-ins are nothing new to air travelers. Online check-ins are showing signs of maturity, and mobile check-ins are gaining ground quickly, according to J.D. Power & Associates’ 2012 North America Airline Satisfaction Study. As of June 2012, nearly half of all check-ins for North American airlines were conducted either online or through a mobile device, with mobile increasing from 5% of all check-ins in 2011 to 11% in 2012.

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