Kerry Bodine

JUNE 5, 2019

We use awareness, consideration, evaluation, conversion as the phases of the journey and connect to relevant touchpoints/marketing mixes. John Lewis, LATAM Airlines, Nestlé, Barclays and British Gas each had 6. What is the best or most common way to determine the health of your customer touchpoints?

Customer Journeys 120

Customer Journeys Management Touchpoint Banking 120

Currency Alliance

DECEMBER 19, 2022

During the past 5 years, many airline loyalty programs have proclaimed they intend to become lifestyle businesses. I receive dozens of emails from airline loyalty programs each month, and to be honest, none of them feel personalized in spite of the significant data most of the airlines have about me.

Loyalty 52

Loyalty Marketing Airlines Loyalty Programs 52

Currency Alliance

DECEMBER 4, 2023

The ability to target investment more precisely, with less wastage, and greater certainty of a positive customer experience, is steadily removing a lot of the uncertainty and risk around brands’ marketing ROI. And, since Currency Alliance is not in the data management business, I hope these trends are considered as unbiased.

Loyalty 59

Loyalty Trends Data Marketing 59

NICE inContact

SEPTEMBER 4, 2019

But here’s the thing: customer service agents are the touchpoint between brand and customer, and if they’re not given the tools to work efficiently, they’re unlikely to make customers happy and keep them coming back. Why efficient agents = big ROI. Why might customer service agents be unhappy? But what does that really mean?

Customer Service 136

Customer Service Contact Center Omni-Channel Airlines 136

ECXO

APRIL 26, 2023

The partnership is critical to creating a seamless and consistent customer and employee experience across all touchpoints. This makes it easier to prove ROI. Co-operation with the CCO makes it easier to prove the business value (the ROI) of a CX improvement. But, no matter the level, working together is crucial. The reason?

Chief Customer Officer 52

Chief Customer Officer Net Promoter Score Competitive Advantage ROI 52

Hero Digital

MARCH 12, 2019

Instead of trying to integrate all touchpoints at once, create a test case with a high likelihood of delivering an acceptable and short term ROI. An airline, for example, might choose a group of their frequent flyers who sometimes board other airlines on competing routes. Understand Each Customer Touchpoint.

Omni-Channel 46

Omni-Channel Customer Experience Airlines Touchpoint 46

CX Journey

MARCH 13, 2019

According to CX Network’s latest Annual Global State of CX Report , showing return on investment (ROI) from CX projects is one of the top challenges troubling CX practitioners. Evidencing ROI was highlighted by almost half of the respondents as the biggest block to gaining approval for future CX investments. The model ".uses

Customer Experience 81

Customer Experience ROI NPS Return on Investment 81

Currency Alliance

APRIL 15, 2024

A low-frequency business would be an airline (for most people), or brands selling occasional purchases such as refrigerators, cars, laptops, shoes, gala dresses, etc. On the other hand, 60-70% of customers may be motivated to redeem in the currency of a partnered airline or hotel. Consider the example of a retailer (i.e.,

Loyalty Programs 52

Loyalty Programs Loyalty Airlines Banking 52

Currency Alliance

MARCH 28, 2023

the modest number of reward seats that an airline makes available on a flight, or the items curated in a redemption catalog). In short: it will increase loyalty engagement by enabling greater freedom and choice around redemptions; and, when dynamic value allocation is incorporated, will produce greater ROI.

Loyalty Programs 52

Loyalty Programs Loyalty Hotels Airlines 52

Currency Alliance

FEBRUARY 26, 2021

But those significant advances now have diminishing returns, so companies need to be considering the customer experience across all touchpoints; not just digital. What needs to happen next is for CX to infiltrate every customer-facing part of the company to help customers save time, and obtain better overall experiences from every touchpoint.

Loyalty 59

Loyalty Customer Engagement Engagement Airlines 59

Currency Alliance

FEBRUARY 20, 2023

This means that if you can vary the value of an action or price of a reward, you can optimize your loyalty program for greater customer engagement and ROI. Context’, as described in the next section, is constantly changing, and incentives should change as well to optimize medium-term ROI.

Loyalty 52

Loyalty Loyalty Programs Social Media ROI 52

Currency Alliance

NOVEMBER 4, 2022

Next, we explain how to increase the perceived value of your loyalty currency, so that your loyalty program is more effective, and the ROI increases. Rationalizing loyalty ROI vs other marketing channels. The more sophisticated merchants allocate funds across all these channels based on the CAC and channel ROI.

Loyalty 52

Loyalty Marketing Loyalty Programs Banking 52

Currency Alliance

APRIL 10, 2021

Certainly that’s the case if the outcome will be greater ROI from the department, and an increase in my brand’s NPS score. You might have noticed that several airlines mortgaged their loyalty programs in 2020 for many billions of dollars. Rewarding non-transactional touchpoints increases the customer’s lifetime value.

Loyalty 52

Loyalty Marketing Loyalty Programs Touchpoint 52

Currency Alliance

FEBRUARY 10, 2021

You might have noticed that several airlines mortgaged their loyalty programs in 2020 for many billions of dollars. I’m not going to quote a bunch of statistics, but if loyalty programs did not generate positive ROI, thousands of top brands would have given up on them decades ago. Nobody granted those loans on a whim.

Loyalty Programs 52

Loyalty Programs Loyalty How To Touchpoint 52

Currency Alliance

DECEMBER 17, 2019

This has mostly been via low-investment, tactical approaches that increase ROI, and educate the C-suite regarding long-term strategic value. incentivizing more touchpoints so that you can build emotional loyalty. >Data collection: integrate more touchpoints. being present at more stages in the customer journey.

Loyalty 64

Loyalty Strategy Loyalty Programs Travel 64

Pointillist

MAY 23, 2018

Forrester defines customer journey analytics is “an analytics practice that combines quantitative and qualitative data to analyze customer behaviors and motivations across touchpoints and over time to optimize customer interactions and predict future behavior.”. Uncover behavioral segments.

Customer Journeys 90

Customer Journeys Analytics How To Touchpoint 90

Kitewheel

MARCH 25, 2019

For an airline, it may be as simple as streamlining the boarding process, a major source of stress for travellers. The first step to completing this spring cleaning activity is to take a look at the CX data that you do have and compare that with a list of experiences and touchpoints your various teams have built out.

ROI 76

ROI Hotels Customer Journeys Retail 76

CSM Magazine

AUGUST 22, 2019

The Summit provides a space for us to learn best practices from each other and about new technologies from sponsoring vendors.” – Michelle Buckley, Director of Operations, Customer Relations/Rapid Rewards, Southwest Airlines. Director of Operations, Customer Relations/Rapid Rewards, Southwest Airlines.

Customer Service Strategies 40

Customer Service Strategies Meeting Strategy Customer Service 40

ReviewTrackers

MAY 8, 2017

Customer experience (CX) — defined as “the cumulative impact of all interactions and experiences between your business and the customer, at every touchpoint across the entire customer journey, and viewed entirely from your customer’s perspective” — has become one of today’s most important business benchmarks. Where: London, UK.

Conference 50

Conference Omni-Channel Customer Journeys Customer Experience 50

SurveySensum

FEBRUARY 10, 2022

Are you capturing feedback at all the relevant touchpoints/customer interactions handled by multiple teams? That’s why, NPS is measured at every touchpoint of marketing, sales, product, after-sales, onboarding, support, and renewal. . Understanding customer feedback at individual touchpoints won’t help you.

NPS 52

NPS Net Promoter Score Strategy Effort Score 52

SurveySensum

FEBRUARY 3, 2022

Are you capturing feedback at all the relevant touchpoints/customer interactions handled by multiple teams? That’s why, NPS is measured at every touchpoint of marketing, sales, product, after-sales, onboarding, support, and renewal. . Understanding customer feedback at individual touchpoints won’t help you.

NPS 52

NPS Net Promoter Score Strategy Effort Score 52

Currency Alliance

NOVEMBER 14, 2019

Airlines will spend a good portion of 2020 proving that their programs are fundamental to minimizing the environmental impact as the industry grows. At the Loyalty Surgery this year, IBM’s Greg Land said that their modern martech trial at Malaysia Airlines performed extremely well, delivering a 43% improvement in ROI.

Loyalty 40

Loyalty Trends Loyalty Programs Hotels 40

SurveySparrow

SEPTEMBER 20, 2022

Find ordinary interaction touchpoints and make them memorable with the help of technology. Colleen Barrett, Southwest Airlines, President Emeritus: “To earn the respect (and eventually love) of your customers, you first have to respect those customers. Herb Kelleher, Southwest Airlines co-founder.

Customer Success 52

Customer Success Airlines Effort Score Net Promoter Score 52

Currency Alliance

NOVEMBER 17, 2020

We also tend to trust companies less and are overwhelmed with information coming at us via multiple channels – 24/7 – so deploying solutions that help customers save time is key across every touchpoint. deploying AI to automate touchpoints. The functionality in loyalty systems is being broken up. enabling more customer self-service.

Loyalty 52

Loyalty Trends Loyalty Programs Travel 52

Currency Alliance

NOVEMBER 16, 2021

In such an ecosystem, customers can burn at any touchpoint, with any partner, and a team member can enable new redemption options with a few clicks of a mouse and no dependency on the IT department or a vendor. Airlines and hotel groups are masters at this. Burn touchpoints in a redemption ecosystem. Management.

Loyalty 52

Loyalty Loyalty Programs Ecommerce Touchpoint 52

Currency Alliance

NOVEMBER 16, 2021

In such an ecosystem, customers can burn at any touchpoint, with any partner, and a team member can enable new redemption options with a few clicks of a mouse and no dependency on the IT department or a vendor. Airlines and hotel groups are masters at this. Burn touchpoints in a redemption ecosystem. Management.

Loyalty 52

Loyalty Loyalty Programs Ecommerce Touchpoint 52

Currency Alliance

OCTOBER 29, 2019

At a business level, this is because they breed short-sighted reporting, drawing undue attention to the immediate transactional relationship, rather than the long-term value of a customer relationship across multiple touchpoints. Second, emotional loyalty involves rewarding your customers for many more touchpoints than just purchases.

Loyalty 40

Loyalty Loyalty Programs How To Hotels 40

Currency Alliance

MARCH 30, 2022

At many businesses, however, loyalty teams still attract relatively few resources compared to the ROI that loyalty can deliver when best-practices are observed. Innovating with scant resources. In recent years, brands have invested more in loyalty. Loyalty departments have not always had easy relationships with CFOs and CEOs.

Loyalty 52

Loyalty Loyalty Programs Resources Airlines 52

Qualtrics

APRIL 22, 2020

Food and beverage companies, cruise lines, airlines, and hotels are facing some unique challenges as people are forced to stay home. Tailoring packages for maximum ROI - hospitality offerings usually involve a matrix of different features and services, and so it’s essential to understand how consumers respond to different combinations.

Hospitality 29

Hospitality Retail Rewards Programs Analysis 29

ECXO

APRIL 13, 2023

Service culture – there is a strong service culture, with a high level of emphasis placed on hospitality and customer service in industries such as hotels and airlines. This cultural orientation can provide a strong foundation for CX practices. Different, but the same. What do customers expect?

Culture 52

Culture Customer Experience B2B B2C 52

Pointillist

JUNE 15, 2018

Much of the marketing world is still focused on customer acquisition, but to improve customer retention will yield f ar better ROI and cost about 5-25X less than customer acquisition. The first step is to integrate customer data available to you from different touchpoints. The answer isn’t acquiring two new customers. Data Integration.

Customer Retention 110

Customer Retention Analytics Loyalty Programs Customer Journeys 110

Currency Alliance

FEBRUARY 26, 2019

Customer data: maximize ROI. Emotional loyalty: add incentives along many touchpoints in customer journeys. You can see this in the Gartner CMO survey: Loyalty marketing has traditionally suffered from the difficulty in measuring ROI (especially in the short-term). Maximize ROI from Customer Data. Define the strategy.

Loyalty 45

Loyalty Strategy Loyalty Programs Hotels 45

Currency Alliance

NOVEMBER 14, 2018

Ideally, all brands get meaningful and actionable data on a far wider audience, and enjoy a better marketing ROI as well as a net uplift in sales. Emirates, Etihad, and United Airlines joined the party, adding many more partners. marcomms integrations across more consumer touchpoints. pay-as-you-go service with no upfront fees.

Loyalty 45

Loyalty Loyalty Programs Hotels Travel 45

Currency Alliance

DECEMBER 13, 2018

This should happen across touchpoints: social engagement, reviews, referrals, etc. This is a terrific waste; whereas dynamically calculated investments in highly personalized experiences promise a far stronger likelihood of a positive ROI. Payments coming into fruition as a loyalty touchpoint. Deeper marketing integrations.

Loyalty 45

Loyalty Trends Loyalty Programs Rewards Programs 45

Currency Alliance

JUNE 16, 2020

As more holistic marketing initiatives, loyalty mechanics were harnessed to drive and measure engagement across channels, and across many more customer touchpoints. Such an approach is going to be all the more important now that airlines’ and hotel chains’ budgets seem likely to be heavily restricted for a couple of years.

Loyalty 52

Loyalty Innovation Travel Loyalty Programs 52

Currency Alliance

OCTOBER 27, 2017

The CFO will obviously have something to say about this, but we are confident a strong business case can be made that restricted liquidity damage long-term program ROI. The airline industry has gone through massive expansion over the past 25 years and now traveling by air is accessible to nearly everyone.

Loyalty 45

Loyalty Customer Engagement Engagement Loyalty Programs 45

Currency Alliance

JUNE 11, 2019

Your payment card may register at dozens of online and offline touchpoints every day. Traditionally, retailers, hotels and airlines feared that points too easily spent would furnish other companies’ coffers, to no real gain for themselves. More money, fewer monies. Such an appreciation of the importance of liquidity (i.e., i] [link].

Banking 40

Banking Loyalty Consumers Loyalty Programs 40