The rise in digital adoption and a culture of instant gratification is increasing as the result of the tech-savvy, mobile-first generation entering the work and marketplace. Switching brands is commonplace now, as loyalty is always based on the last experience. Given that 75% of South African consumers shifted their spending last year due to lacklustre customer service, broken promises and poor experiences, failing to have a strategy to address this inevitably means that brands will fail to compete.
http://www.itnewsafrica.com/2018/03/how-brands-are-using-digital-media-to-improve-customer-experience/
Established in 2001 in the Netherlands, Translink operates as the connecting force behind the OV-chipkaart. One card used for accessing all sorts of public transportation, the OV-chipkaart is an easier and more secure way for people to travel. The OV-chipkaart also allows Dutch public transportation companies to make more efficient use of capacity, resources and staff.
Translink aims to give its customers a personal, relevant and seamless online experience using a mobile-first approach – so that customers can access their personal OV-data at any time or place.
https://mopinion.com/translink-provides-seamless-online-experience-with-customer-feedback/
