Storyminers

JULY 6, 2020

His coverage topics include the ROI of CX, CX strategy and governance, how CX leaders secure and retain sponsorship, the buy/own/advocate customer journey, voice of customer (VoC) and survey strategies, customer journey mapping, CX analytics and measurement, the role of social media and word of mouth (WOM) in CX, and persona development.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

His coverage topics include the ROI of CX, CX strategy and governance, how CX leaders secure and retain sponsorship, the buy/own/advocate customer journey, voice of customer (VoC) and survey strategies, customer journey mapping, CX analytics and measurement, the role of social media and word of mouth (WOM) in CX, and persona development.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Currency Alliance

JUNE 11, 2019

Efforts included combining CRM data with data from its Facebook page as part of a push to encourage more customers to use and download their app. They even make the points more valuable when redeemed for aspirational items like hotel nights, than when a customer uses them to reduce their monthly bill. References. [i] i] [link]. [ii]

Banking 40

Banking Loyalty Consumers Loyalty Programs 40

Magellan Solutions

JULY 15, 2021

The client handles credit and debit card transactions for over 100,000 restaurants, hotels, and other retail merchants. . Finally, in order to speed up their lead flow, the outsourcing company provides real-time reporting using pipeline CRM. They process the information in the client’s updated CRM. . Company’s Background.

Call Center 40

Call Center B2B Sales Retail 40

Currency Alliance

JUNE 16, 2020

The Qitaf program noted, in its Awards entry, that integrating such a large number of partners entailed standardizing processes across many different POS/CRM systems provided by Oracle, NCR, Microsoft and others. New technology platforms make partner collaboration much easier than it has ever been, at quite a low cost.

Loyalty 52

Loyalty Innovation Travel Loyalty Programs 52

Currency Alliance

MARCH 20, 2020

Do this first, and you will generate high-velocity point earning and redemption; a virtuous ecosystem that drives significant ROI, and significant barriers to competitors trying to make a similar move. Maintain low operating cost. On average, most brands that operate a loyalty program spend about 2.5% of revenue on it. What to do?

Loyalty Programs 52

Loyalty Programs Loyalty Hotels Travel 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. Top priorities remain: getting all your customer data in one enterprise CRM. Double-down on getting all customer data into a single enterprise CRM, so that you can….

Loyalty 64

Loyalty Strategy Loyalty Programs Travel 64

Currency Alliance

FEBRUARY 26, 2019

Customer data: maximize ROI. 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). Choice Hotels’ Smart Privilege scheme is another good example. Choice Hotels introduced a Book. Maximize ROI from Customer Data.

Loyalty 45

Loyalty Strategy Loyalty Programs Hotels 45

Eptica

APRIL 1, 2020

That means bots will be able to provide answers to more complex queries with multiple intents, such as “Please book a hotel room.and email me the bill for my last stay.” Democratising self-service The best self-service deployments currently require resources to manage, tune and update them.

Self Service 75

Self Service Knowledge Base ROI Hotels 75

Optimove

JANUARY 16, 2024

First, an overview of the State of the CRM Marketing Industry: Since our founding in 2012, we’ve understood that consumers go through a mix of rational, emotional, analytical, and illogical phases in their journey toward making a purchase. This shift signifies the evolving landscape of CRM Marketing with AI-driven solutions.

Net Promoter Score 52

Net Promoter Score CRM Analytics Telecommunications 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. Those companies that started this migration to modernize technology in the past 2-3 years will certainly start seeing the ROI in 2024.

Loyalty 59

Loyalty Trends Data Marketing 59

North Highland

SEPTEMBER 16, 2019

Brands were able to target hotel guests, resort partners, or travelers who enjoyed certain types of destinations or entertainment. The timeshare industry needs to reconsider its value proposition, customer relationship management (CRM) infrastructure, and data strategy to inform a better acquisition process.

Travel 45

Travel ROI CRM Entertainment 45

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. Companies have been striving to get all their customer data in one CRM or CDP for a decade, but that end-state may never be realized. Innovating with scant resources.

Loyalty 52

Loyalty Loyalty Programs Resources Airlines 52

Customer Guru

MARCH 7, 2018

While still deliberating on what career I must choose, I moved on to the Taj Group of Hotels, serving as a guest relation executive with Taj Land’s End in Bandra, Mumbai. To prepare myself in advance, I would go through their profile saved on our CRM to understand them better. For me, going over the top might not help.

Customer Experience 65

Customer Experience Customer Centricity Chief Customer Officer B2C 65

Currency Alliance

NOVEMBER 14, 2018

Hotel loyalty programs are coming round to this view. They are mostly geared towards business travellers; but as hospitality expert Douglas Rice discussed last month, 75 – 80% of hotel guests are infrequent holidaymakers. easy interaction between your existing CRM and campaign management systems.

Loyalty 45

Loyalty Loyalty Programs Hotels Travel 45

Currency Alliance

DECEMBER 13, 2018

This is a terrific waste; whereas dynamically calculated investments in highly personalized experiences promise a far stronger likelihood of a positive ROI. In 2017, Marriot’s social media team spotted that two guests had just become engaged – and swiftly contacted hotel staff to send a bottle of champagne to their room[x].

Loyalty 45

Loyalty Trends Loyalty Programs Rewards Programs 45

John Paul

JULY 26, 2018

In the past, the success of the luxury concierge industry has in part, been built on the ability of concierges to capture all information on a client and either remember it, or manually enter requests and preferences into a CRM, which is then used for future requests. Modern technology is streamlining this process.

Technology 45

Technology Hospitality Hotels Loyalty 45

Currency Alliance

NOVEMBER 14, 2019

Hotels need to get rid of tiny plastic shampoo bottles (or prove that they are better than alternatives). 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. Brands reward more touchpoints to grow emotional loyalty.

Loyalty 40

Loyalty Trends Loyalty Programs Hotels 40

Currency Alliance

OCTOBER 29, 2019

Correctly managed, your loyalty program can be the antidote to the wastage of other forms of offline or digital marketing: a tightly-run, carefully measured profit center that optimizes ROI. Hotel rooms forecast to be vacant would be a classic example. Higher points value for customers; bigger profits for brands. They may be worth.5

Loyalty 40

Loyalty Loyalty Programs How To Hotels 40

Currency Alliance

NOVEMBER 16, 2021

Relationships with suppliers, partners, dealing with customer issues, accounting, etc, needs to be proactively managed to optimize ROI. These include: hotel rooms that would go vacant. Airlines and hotel groups are masters at this. Management. spa treatments when staff and facilities are available but there’s no customer demand.

Loyalty 52

Loyalty Loyalty Programs Ecommerce Touchpoint 52

Currency Alliance

NOVEMBER 16, 2021

Relationships with suppliers, partners, dealing with customer issues, accounting, etc, needs to be proactively managed to optimize ROI. These include: hotel rooms that would go vacant. Airlines and hotel groups are masters at this. Management. spa treatments when staff and facilities are available but there’s no customer demand.

Loyalty 52

Loyalty Loyalty Programs Ecommerce Touchpoint 52

Thematic

MARCH 29, 2020

Make sure that you link each piece of feedback to as much information (such as demographic, behavioural, CRM and operational data) as possible that’s relevant to how your company views their customers: New or old customer, existing or churned? Advantages: Some structure (they have scores!),

Feedback 111

Feedback How To Analysis e-support 111

SurveySensum

JULY 14, 2020

A CX Influencer, Leader, Speaker, Author, and Consultant, Michael Hinshaw coaches executives and helps companies integrate digital and customer-centric innovation to improve business performance and drive verifiable, customer-centric growth and measurable increases in ROI. LinkedIn : [link]. Website : [link]. LinkedIn : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

NetBase

JULY 24, 2019

Brands like Stance , Edible Arrangements, Airbnb, and Etsy have given the likes of Nike, FTD, the entire hotel and eCommerce industries, and many major retailers a run for their money. That means using tools that integrate with your CRM and other systems, to give you the most comprehensive competitive picture available. Restructuring.

Social Media 78

Social Media Analysis Tools Effort Score 78

Pointillist

MAY 23, 2018

The first step to journey discovery is to integrate all your sources of customer data (digital, web and mobile analytics, CRM, call center, point of sale, voice of the customer, and others). How to Maximize Your Journey Analytics ROI. Customer Journey Orchestration: Accordant on Finding a Path to Purchase. Journey Insights.

Customer Journeys 90

Customer Journeys Analytics How To Touchpoint 90

Currency Alliance

NOVEMBER 17, 2020

Under the microservices model, customer data is in one enterprise CRM that coordinates with one enterprise Campaign Management System to coordinate touchpoints. But the ROI will be meaningful for the entire organization, as fewer people on the loyalty team will be able to achieve much more. About Currency Alliance.

Loyalty 52

Loyalty Trends Loyalty Programs Travel 52

Currency Alliance

FEBRUARY 10, 2021

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. And you also know that if a small investment of your time can produce greater ROI from any department, and raise your NPS score significantly, then that’s time well spent.

Loyalty Programs 52

Loyalty Programs Loyalty How To Touchpoint 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. For example, I may fly to London on Ryanair but stay in a 4-star hotel. Ryanair thinks I am their type of customer and the hotel thinks I am a 4-star type person. Without trust, there can be no loyalty.

Loyalty 52

Loyalty Marketing Loyalty Programs Touchpoint 52