Not all touchpoints are created equal. While some brands have the luxury (or disadvantage, in some cases) of a more interactive customer relationship than others, companies across all industries must ensure that they’re making the most of every chance to “wow” their consumers. For example, those in the hospitality space are looking to become a guest’s home away from home for at least one night, which provides ample opportunity to demonstrate appreciation and create a meaningful bond with customers. Contrast this with the retail space, in which brands may have only minutes to make an impact and show customers why the company deserves their continued business.
This variation in customer interaction strategy is the focus of this panel, featuring Jonathan Ruchman, Senior Director, Customer Experience at Brookdale Senior Living, Jamie Russo, VP, Loyalty & Customer Management at Choice Hotels and Danielle Quatrochi, SVP of Digital Customer Experience & Innovation at Finish Line. Join Russo and Quatrochi as they dive into the similarities and differences that come with the customer engagement strategies at their respective companies.