CSM Magazine

FEBRUARY 1, 2024

It may include everything from answering phones at a hotel to providing social media support for a large corporation. In these places, no matter how great the product is, the service affects the consumer’s view of the company. Customer service is a broad term that covers a large number of tasks.

Net Promoter Score 52

Net Promoter Score How To Social Media Self Service 52

Currency Alliance

JUNE 11, 2019

Many consumers now ‘multibank’[iii], keeping their traditional provider on-hand for the same reasons they always did, but branching out in search of enhanced value. In 2000, UK consumer bank Halifax launched a fairly successful marketing slogan: the people that give you extra [iv]. Actually, they do. Extra what?

Banking 40

Banking Loyalty Consumers Loyalty Programs 40

Currency Alliance

APRIL 15, 2024

Plus, many types of points are widely appreciated by customers, and are useful to the brand for scoring different customer actions while influencing behavior. Many loyalty program members will now be accustomed to similar liquidity enhancements, such as exchanging your American Express Membership Rewards Points into Avios or Bonvoy.

Loyalty Programs 52

Loyalty Programs Loyalty Airlines Banking 52

Currency Alliance

JUNE 16, 2020

While travel and retail brands have made a lot of progress in the last 24 months, the bulk of innovation has come from other consumer sectors – including media businesses, entertainment, and telecoms providers, which in recent years appeared to regard loyalty as a lost cause. Hybrid points programs. A disloyal generation?

Loyalty 52

Loyalty Innovation Travel Loyalty Programs 52

Currency Alliance

FEBRUARY 26, 2019

We believe these trends will occupy most brands’ efforts during 2019. An example of effective alignment of strategy with tactics include Australia’s Coles Supermarket chain and its flybuys reward program. This sounds remarkably simple, but this action delivered multiple benefits: driving program engagement.

Loyalty 45

Loyalty Strategy Loyalty Programs Hotels 45

Currency Alliance

OCTOBER 29, 2019

The following quote baffles my mind: According to IRI Worldwide, 74% of consumers globally choose a store based on its effective loyalty programme.[i]. If 74% of consumers choose a store based on their loyalty program, then why do few loyalty programs have more than 25% of their customers participating?

Loyalty 40

Loyalty Loyalty Programs How To Hotels 40

Currency Alliance

JUNE 19, 2019

More enlightened marketers, on the other hand, see points as a way to keep score of customer actions at many different touchpoints along complex customer journeys. When I last converted a hotel currency into United Airlines MileagePlus, it took three or four business days. This effort is a marked improvement.

Loyalty 49

Loyalty Loyalty Programs Gamification Airlines 49