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Retail Asia15/07/2020

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 customers, which can cause them to abandon a purchase or even a brand altogether, blaming the company rather […]

Retail Asia20/08/2019

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 airline. The carrier added support for Tencent’s WeChat in China earlier this year and […]

Retail Asia17/06/2019

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 loyalty points for purchases and receive vouchers worth up to RMB 88.5 (US$12.80). The […]

Retail Asia24/10/2018

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 relationships and profitability at risk. Surveying decision-makers in organisations with revenue exceeding US$300 million, respondents graded their programmes […]

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Chatbots are backfiring, ‘pushing away customers’

AirAsia Wants Tools to Engage Customers Moving to Messaging Apps

McDonald’s China Teams up loyalty program with Ele.me app

Two thirds of the company wrong in measuring customer loyalty