C3Centricity

JUNE 8, 2020

After all, the hospitality industry should be highly customer centric, as it relies on satisfying its guests. However, it can learn a lot from consumer packaged goods (FMCG/CPG), as I shared with industry experts at a Faculty Day of one of the leading hospitality schools in Switzerland. Build Relationships with Strangers.

Hospitality 107

Hospitality Hospitality Social Media Innovation 107

C3Centricity

MAY 20, 2019

Every industry strives to improve their customers’ experience with their products and services. Hospitality is perhaps one of the most visible industries where customer satisfaction, or lack of, is quickly shared with the world. Both the hospitality and CPG industries have their customers at their heart.

Hospitality 87

Hospitality Hospitality Social Media Innovation 87

Confirmit

OCTOBER 27, 2020

To serve its established and new clients – particularly those in healthcare, travel & tourism, and CPG – MDRG quickly developed a dashboard using Dapresy to track consumer behavior, thoughts, and feelings on a weekly basis in this unprecedented time. • Used by clients from different industries for agile decision-making.

Healthcare 52

Healthcare 52

C3Centricity

SEPTEMBER 14, 2020

Like many CPG companies, they were considering online retailing. No wonder my client at the time had been scared to develop this area, as in fact were most other CPG companies. In several industries, consumers will want to see, compare and appreciate items before they purchase something. And life too, come to think of it!

Retail 77

Retail E-commerce Manufacturing Transportation 77

C3Centricity

APRIL 29, 2020

Like many CPG companies, they are considering online retailing. No wonder my client had been scared to develop this area, as in fact are most other CPG companies. In several industries, consumers will want to see, compare and appreciate items before they purchase something. Will the future of retail be without physical outlets?

Retail 71

Retail E-commerce Manufacturing Transportation 71

CX Journey

MARCH 13, 2018

The gap varies by industry, with Utilities (78% - 7%) and CPG (81% - 14%) having the largest gaps. Capgemini reported that 81% of customers are willing to pay more for a better experience; in some industries, it goes as high as 87%! Their findings still show a disconnect between customer expectations and companies' beliefs.

CX 69

CX VOC Customer Experience Customer Expectations 69

C3Centricity

JANUARY 4, 2021

Starting from a personal experience in the hotel industry, this article goes on to share the lessons for all industries in how and why we all need to understand and follow our customers’ journey from thinking about buying the category to successfully turning purchasers into raving fans of our brands. #5. This may surprise you.

Hospitality 62

Hospitality Hospitality Actionable Insights Artificial Intelligence 62