TRA's Colleen Ryan uses a positive experience at an Italian restaurant to illustrate the joy that consumers can experience when the freedom from choice is coupled with a dash of the unknown and unexpected.
Loyalty schemes have two functions: data gathering and encouraging an emotional connection with your brand, says TRA’s Colleen Ryan. If yours isn’t doing either, maybe you should consider scrapping it.
Customer journey mapping is not only in vogue, but it is being hailed as the holy grail of a customer-centric organisation. Colleen Ryan, head of strategy at consumer demand agency TRA, explains how customer journey mapping has started to become moulded into pre-designated customer experience
Colleen Ryan is head of strategy at The Research Agency. She looks at how the presence of brands and commerce on social media networks is accepted by users, and what retailers can do to fit in.