“Customer service shouldn’t just be a department, it should be the entire company.” – Tony Hsieh, Zappos As consumers return to visiting destinations and booking experiences, Covid has changed their approach to physically and digitally engaging...
It’s no secret that a bad customer experience drives people away and decreases their likelihood of spending any money with you. Therefore, if we look at that statement in its opposite form, then a positive customer experience will increase their chances of spending...
As a result of the pandemic, situations and seasons can change at the drop of a hat. Therefore, fans are constantly seeking answers to information that is rapidly changing. Due this change in behavior and need, organizations have had to start implementing new...
As the world continues to navigate COVID-19, collegiate athletics programs across the country must take proactive measures to lessen the blow caused by the impact of the virus. Guest services personnel are getting bombarded with new questions and requests pertaining...
Privacy and security are two big factors consumers think about when browsing the internet. It’s hard not to think about data collection at this point since everyone has encountered one of these: What personal information are they collecting and what are they using it...
We collected data from more than 6 million fans, across 92 teams in the MLB, NBA, NFL, NHL, MLS, and MiLB to look at what people really want from their in-game experience. We analyzed the types of questions fans are asking on our conversational platform, from where...
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