Comm100

JANUARY 11, 2023

As a result, customer service expectations are now sky-high as consumers demand the very best support – and will even switch brands for better service. Travel: 16%. 80% of consumers surveyed say that they would be more loyal to brands that understanding them. Lower service costs and substantial ROI. Education: 14%.

Customer Service 212

Customer Service Self Service Chatbots Healthcare 212

BirdEye

MAY 3, 2023

The right marketing channel: Allows you to reach diverse audiences Is ideal for promoting specific products and services Increases brand visibility Boosts audience engagement Builds online communities with loyal patrons for your brand Every marketing channel has its core demographics; businesses may need more than one to reach their target audience.

Marketing 98

Marketing B2C Social Media Multi-Channel 98

Currency Alliance

MARCH 28, 2023

Over the past 3-4 years, brands with loyalty programs have been more focused on offering members new ways to redeem points and obtain interesting rewards. Marketing and payment technologies have now matured to the point where enabling pay with points is far easier and more affordable for brands.

Loyalty Programs 52

Loyalty Programs Loyalty Hotels Airlines 52

Currency Alliance

FEBRUARY 20, 2023

Such vendors had very fixed views on how customers should be engaged and rewarded – regardless of how much they knew about the brand’s business, their customer, or their industry. Brands no longer need to be held hostage by legacy rules engines. This is how you can continually optimize value for the customer, and ROI for the business.

Loyalty 52

Loyalty Loyalty Programs Social Media ROI 52

Currency Alliance

JUNE 16, 2020

For most of the last decade, loyalty marketing seemed to be on autopilot for many brands – but the tide is turning. What really stood out is which brands were pulling off these feats. Travel brands have featured less heavily among the winners, this year, than ever before. The program is actually called, ‘ Voxi Drop ’.

Loyalty 52

Loyalty Innovation Travel Loyalty Programs 52

ShepHyken

JULY 31, 2020

Customer experience, on the other hand, means the overall customer journey across various touchpoints and involves every interaction the customer has with the business. It involves all the different ways that you, as a brand, interact with the customer and constitutes of three main components: Customer service. Customer Experience.

Customer Experience 109

Customer Experience Customer Service Net Promoter Score Self Service 109

Currency Alliance

JANUARY 18, 2021

Ask any traveler checking into a hotel after an exhausting business meeting, a white-knuckle flight, or a surprise marriage proposal. This will enable a company to invest less in its loyalty operations and deliver more customer value – generating higher program ROI. 3: The unavoidable requirement to partner with complementary brands.

Hospitality 52

Hospitality Loyalty Industry Hotels 52

InMoment XI

APRIL 3, 2024

The customer experience—how buyers feel about their collective interactions with a brand—defines and motivates customer action. But where customer experience takes every interaction into account, the digital experience focuses more specifically on those interactions that occur with digital touchpoints.

Customer Expectations 260

Customer Expectations Meeting Customer Experience Touchpoint 260

Currency Alliance

JUNE 11, 2017

From the customer perspective, it amounts to a Revolution – where brands are finally giving into what has been a ‘peaceful demonstration’ gaining momentum for several years – namely that it is too difficult to accumulate much value among so many incompatible loyalty point currencies/programs – so consumers quit.

Loyalty 52

Loyalty Loyalty Programs Multi-Channel Rewards Programs 52

Qualtrics

APRIL 22, 2020

People are changing the way they shop, how they can travel, where they eat, how they work, and how they stay in contact with loved ones. Across every industry, how you respond to the crisis and these seismic shifts in behavior will have a lasting impact on how your brand comes out the other side. Retail Banking and Financial Services.

Hospitality 29

Hospitality Retail Rewards Programs Analysis 29

InMoment XI

SEPTEMBER 1, 2022

You get a greater return on your investment (ROI) from repeat customers than trying to acquire a first-time customer Even though only 12% to 15% of customers are loyal to a single retailer, they represent between 55% to 70% of the retailer’s sales. Deploy Microsurveys at Key Touchpoints: Get customer feedback in the moments that matter.

Customer Retention 260

Customer Retention How To Customer Journeys Telecommunications 260

Currency Alliance

JUNE 11, 2019

Part of the solution is to take on some of the characteristics of a challenger bank – but that space is already crowded with lookalike competitors, and straying too far along this path may create branding problems for a venerable institution. Merchants across retail, travel, utilities, healthcare, etc. in 2017[vii].

Banking 40

Banking Loyalty Consumers Loyalty Programs 40

Currency Alliance

DECEMBER 4, 2023

Loyalty trends, as we’ve said in our previous years’ trends articles, are interesting to think about – but they are not necessarily reflective of what your own brand should be focusing on in the next year. As ever, it’s worth emphasising that customers become loyal to a brand because of two things: value and/or experience.

Loyalty 59

Loyalty Trends Data Marketing 59

Currency Alliance

DECEMBER 19, 2022

This article will cover the key opportunities for AI in loyalty – and more widely in the travel and retail sectors. This will allow brands to build greater affinity by anticipating customer objectives and being present when the customer needs your help. As the saying goes, ‘garbage in, garbage out’.

Loyalty 52

Loyalty Marketing Airlines Loyalty Programs 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. More customers will want to earn more loyalty currencies – which is potentially fantastic for all brands. incentivizing more touchpoints so that you can build emotional loyalty.

Loyalty 64

Loyalty Strategy Loyalty Programs Travel 64

SurveySensum

MAY 2, 2024

Impact of Closed Loop on Customer Service: 10 Brand Examples 1. Brand Example: Airbnb implemented a proactive approach to customer service by reaching out to guests who encountered issues during their stays. The ROI of Closing the Loop It’s not just about warm and fuzzy feelings; closing the loop delivers a resounding ROI.

Examples 52

Examples Customer Service Social Media Loyalty 52

BirdEye

APRIL 24, 2023

This enables businesses to optimize their efforts and achieve a better return on investment (ROI) compared to traditional marketing methods. It evens the playing field and allows you to compete with bigger brands. Goals: Inbound marketing aims to establish long-term relationships and brand loyalty. It’s measurable.

Marketing 93

Marketing Social Media B2C Advertising 93

Currency Alliance

FEBRUARY 26, 2021

The question, now, is how we organize and optimize our marketing efforts to deliver consistency in the brand message, build a loyal base of customers, and increase share of wallet. The next wave of challenges for brands will be related to embracing the marketplaces where customers now spend most of their time.

Loyalty 59

Loyalty Customer Engagement Engagement Airlines 59

Inbenta

OCTOBER 20, 2020

Boost brand loyalty. Ensuring that interactions with your brand are positive and personalized can make all the difference in making you more valuable than your competitors. Bad word-of-mouth travels fast as dissatisfied customers are eager to share their negative experiences with their social circle. Increase ROI.

Interaction 98

Interaction Self Service How To Social Media 98

Currency Alliance

NOVEMBER 16, 2021

Rewards that are interesting for less-frequent customers, as well as to frequent customers, motivate every customer to engage more, and increase the share of wallet that they allocate to your brand. Relationships with suppliers, partners, dealing with customer issues, accounting, etc, needs to be proactively managed to optimize ROI.

Loyalty 52

Loyalty Loyalty Programs Ecommerce Touchpoint 52

Currency Alliance

NOVEMBER 16, 2021

Rewards that are interesting for less-frequent customers, as well as to frequent customers, motivate every customer to engage more, and increase the share of wallet that they allocate to your brand. Relationships with suppliers, partners, dealing with customer issues, accounting, etc, needs to be proactively managed to optimize ROI.

Loyalty 52

Loyalty Loyalty Programs Ecommerce Touchpoint 52

Currency Alliance

NOVEMBER 4, 2022

This fee is commonly how financial services brands have funded their loyalty rewards for at least the past decade. So how should New Zealand’s banks and brands respond, and how should other brands collaborate with partners to reduce dependency on any single source of funding?

Loyalty 52

Loyalty Marketing Loyalty Programs Banking 52

Kustomer

FEBRUARY 25, 2022

It’s becoming clear that customers are more inclined to engage with businesses through multiple touchpoints within a single purchasing journey. Creating a seamless, harmonious customer experience strategy with single-channel purchasing was a simpler task for most brands. Sometimes, these failures exist in specific touchpoints.

Multi-Channel 105

Multi-Channel Omni-Channel Touchpoint e-support 105

TechSee

FEBRUARY 5, 2019

ROI is fundamental, as C-suite executives at leading service providers demand measurable returns from their outlay. Answering the pressing need for ROI, the do it yourself approach – powered by intelligent virtual assistants – will continue to deflect the need for human interaction, delivering huge cost savings.

Trends 173

Trends Customer Experience Self Service ROI 173

Currency Alliance

FEBRUARY 26, 2019

We believe these trends will occupy most brands’ efforts during 2019. Therefore, we offer this fairly extensive summary of what most brands should be doing with their loyalty programs to maximize business impact this year. Customer data: maximize ROI. This realignment will also set themselves up to win in the next decade.

Loyalty 45

Loyalty Strategy Loyalty Programs Hotels 45

Kustomer

DECEMBER 21, 2021

It’s becoming clear that customers are more inclined to engage with businesses through multiple touchpoints within a single purchasing journey. Creating a seamless, harmonious customer experience strategy with single-channel purchasing was a simpler task for most brands. Sometimes, these failures exist in specific touchpoints.

Customer Experience 98

Customer Experience Multi-Channel Omni-Channel Touchpoint 98

Hero Digital

MARCH 12, 2019

But even the most iconic brands that are redefining customer expectations often start small, rolling out new technology to a small test group of customers or in a single location before expanding. 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.

Omni-Channel 46

Omni-Channel Customer Experience Airlines Touchpoint 46

Currency Alliance

NOVEMBER 14, 2019

The overarching loyalty trend of 2020 will continue to be brands getting to grips with digital transformation. There is a growing divide in customer experience delivered by brands whose digital transformations are progressing well, and those being left behind. Brands embrace shared environmental goals with customers.

Loyalty 40

Loyalty Trends Loyalty Programs Hotels 40

Currency Alliance

MARCH 30, 2022

In recent years, brands have invested more in loyalty. 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. Below, I’ll also talk in more detail about your partner network.

Loyalty 52

Loyalty Loyalty Programs Resources Airlines 52

inQuba

JUNE 7, 2021

Imagine deciding upon a much-needed family holiday to the beach and asking a travel agent friend to arrange every aspect of it. These factors differ across individuals and touchpoints, and change over time. Are customers terminating due to brand, or is there a channel failure. The perfect getaway, without the admin. Book a demo.

Customer Journeys 52

Customer Journeys Touchpoint Measurement Insurance 52

Currency Alliance

DECEMBER 13, 2018

As a result, major loyalty trends for 2019 will see a wave of innovation as established brands trial new ways to retain share of mind. But sustainable loyalty is based on the customer´s perceived value of, and cumulative experience with, each brand – and not on the points. Personalization powered by artificial intelligence.

Loyalty 45

Loyalty Trends Loyalty Programs Rewards Programs 45

Currency Alliance

NOVEMBER 17, 2020

But those brands pursuing each of the trends predicted for 2020 probably suffered less as the course of this year evolved. Today, the best experience we receive from any brand becomes our expectation of every brand. In November 2019 when we published the Top Trends for 2020 , we could not have known about the Covid-19 pandemic.

Loyalty 52

Loyalty Trends Loyalty Programs Travel 52

Currency Alliance

NOVEMBER 14, 2018

First, it gives marketers a basic grounding in economics which can directly impact on your loyalty strategy, complete with real-world examples of brands putting the theory into practice. Marketplaces deliver unique value for customers that your own brand cannot deliver on its own. This blog serves two purposes. This is a good thing.

Loyalty 45

Loyalty Loyalty Programs Hotels Travel 45

Avaya

JANUARY 3, 2017

Better yet, have you considered how you’re nurturing that end-to end-journey with your brand? Today, it’s not so much about what channels are used during the service experience, but rather how those channels are used to engage customers at every touchpoint, enterprise-wide. From Servicing Channels to Channeling Your Customers.

Multi-Channel 52

Multi-Channel Omni-Channel Travel Customer Journeys 52

Kitewheel

MARCH 25, 2019

What changes has your business made this year to improve the experience customers have with your brand? For an airline, it may be as simple as streamlining the boarding process, a major source of stress for travellers. Instead CX has to be viewed as part of the overall journey a customer takes with your brand.

ROI 76

ROI Hotels Customer Journeys Retail 76

Experience Matters

APRIL 7, 2015

1) Company Overview: Clarabridge’s customer experience management platform helps hundreds of the world’s leading brands understand and improve the customer journey. 2) Make the case : Winning brands win the hearts of their customers. Clarabridge. For more information, visit www.clarabridge.com.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

Currency Alliance

OCTOBER 29, 2019

To derive far greater profits from loyalty programs, brands should reappraise the way they issue loyalty rewards. It also means building more value into the loyalty program, through personalized offers and partnerships with complementary brands, that make your currency easier to earn, and more rewarding to burn.

Loyalty 40

Loyalty Loyalty Programs How To Hotels 40