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Just when many brands thought they had customer loyalty figured out with new technology and the ability to capture data, Dave Andreadakis, Kobie’s Chief Innovation Officer, suggests there may be something just as important that marketers need to do. Kobie is a recognized industry leader in customer loyalty strategy, platform development and program management, serving brands across travel, hospitality, retail, and financial services verticals.
“They need to relearn the customer,” says Andreadakis, the Chief Innovation Officer at Kobie Marketing. His organization has a lot of clients right now that are looking at their data models that they. have used for years and realizing they do not quite work anymore.
“They need to add more information — or go get new data points or kind of reset the baseline — because of covid,” he says. “In an industry like airlines, you know they’ve got customers who’ve been absent for a while, and it’s causing those customers to rethink a little bit.”
It is the same for a customer who is paying an annual fee on a credit card they have not used in a while. He says many consumers are questioning why they have the card and why it is attached to that specific airline.
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