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Luxury brands Gucci, Balenciaga, and Alexander McQueen have fallen victim to a cyber attack, leading to the potential theft of millions of customer’s private details. The assault targeted Kering, the French corporation that owns these prestigious labels.…
Chatbots in customer support can backfire and result in the loss of business, according to a new Brunel Business School study. The research, published in Services Industry Journal, investigates factors that make chatbot interaction a negative experience for…
Consumers now want to talk to businesses and find resolutions the way they talk to their friends and family, and this is pushing a big transition towards messaging channels, according to Adam Geneave, chief customer happiness officer for the low-cost Asian…
McDonald’s customers in China can now earn loyalty points when they order a Big Mac or Filet-o-Fish through Ele.me, Alibaba Group’s on-demand delivery platform. Ele.me users can activate a McDonald’s membership card with just one click on the app to earn…
A commissioned study conducted by Forrester Consulting on behalf of Collinson, a global leader in loyalty and benefits, reveals that the majority of organisations do not understand what is driving customer loyalty, and are therefore putting customer…
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