Singapore Airlines, A Great Way To Fly

The success of an intangible service, relies heavily on its ability to make  an emotional bond with its customers.  Each moment of truth creates an experience that enhances the relationship and brings about loyalty in the customers. Singapore Airlines (SIA), the world’s second largest airline based on market capitalisation, has been successful in delivering an excellent service and in creating an exceptional experience for its customers throughout their journeys.  Continue reading

CRM in the Tourism Industry – The case of Four Seasons Hotels

Customer Relationship Management, or “CRM”, is one of the most important topics in the world of business. Its effects and dimensions simply cannot be denied. Without proper customer relationship management, there is no way to attract and retain customers to the business and therefore to be profitable.

Today, especially in the Hotel industry, CRM is crucial. The hotel industry is facing an increasingly competitive market that pushes the hotels to have a greater need to differentiate for their customers. Hotels need to have a deep knowledge of their customers’ needs, behavior, and preferences to be aware of the ways in which their hospitality services will be delivered. The purpose is to create value and therefore, stimulate customer retention and loyalty. In other words, they need create an exceptional experience adjusted to their customers’ needs to maintain the company’s long-term success; and that is exactly what Four Season Hotels and Resorts do. Continue reading

Zalando – A CRM Success Story

Zalando GmbH, was founded by David Schneider, and Robert Gentz, in 2008. The company engages in the online retail of apparel and shoes and is based in Berlin, Germany.  It is one of the most conspicuous and likewise mysterious start-ups in Germany.

Founded only three years ago, Zalando has become the market leader, mainly due to operational excellence; and partly thanks to fancy television advertising in the online shoe retail market. Revenues in 2010 were 160 Million Euros and are expected to increase at least threefold in 2011.

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An Experience that just Makes Sense – HTC

HTC product development

Photo by Snapeveverything

The HTC brand with its innovative smartphones has, during the last year or two, grown massively in reputation and sales and has made a positive impression on me. There are many brands that have succeeded and exceeded in these last few years, but this specific brand with some of its products has brought something new and innovative to an already defined market. Continue reading