Aveus

OCTOBER 3, 2017

Dear Sandeep Dube , Vice President – Delta Air Lines (Customer Engagement & Loyalty). Consumer Products & Services at American Express; Edward Bastian , CEO, Delta. The experience on many international airlines tops anything Delta offers, and usually at a lower price. No loyalty required.

Airlines 100

Airlines Travel Customer Experience Advertising 100

Helen Dewdney

AUGUST 23, 2019

The consumer organisation Which? When asked about how well the airline handles complaints, half (50%) of respondents gave it the lowest possible rating. easyJet, another budget airline, came in at 79 th place, not hugely better but it was the highest ranking airline, demonstrating that Ryanair could definitely improve.

Customer Service 46

Customer Service Airlines Sports Apparel 46

Kitewheel

MARCH 4, 2019

Enormous budget airline brands and luxury hotel chains alike are seeing increased competition. Top-rated airlines like JetBlue have managed to combine reasonable prices with quality service and experience. Power reported higher consumer satisfaction than ever – largely due to increased seat sizes and cheaper fares.

Travel 40

Travel Hospitality Customer Journeys Examples 40

Eptica

JANUARY 24, 2018

Date: Wednesday, January 24, 2018 Understanding your customers to transform CX. Published on: January 24, 2018. High profile CX issues, such as those suffered by United Airlines , BA and Uber all demonstrate the impact that a poor experience has on reputation and revenues. Consumer research bears this out.

Self Service 49

Self Service Multi-Channel Airlines Social Media 49

ijgolding

AUGUST 12, 2018

A customer NEED is something that is very important (rather than just desirable) and that is a necessity or a basic requirement – an airline getting you to your chosen destination on time, for example. I have always been intrigued to know exactly what is most important to us as consumers.

Customer Journeys 185

Customer Journeys Customers Airlines Social Media 185

LoyaltyPlus

OCTOBER 19, 2018

DATE: 18 OCTOBER 2018. In today’s retail market, there is no mistaking the value of the loyalty programme. LoyaltyPlus offers services ranging from loyalty business design (including actuarial financial design) to custom software development and specialised hosting needs.

Retail 40

Retail Comparison Airlines Hospitality 40

Second to None

MARCH 30, 2018

You can access the article by clicking here , or by reading below: This piece was originally published by AdWeek on March 30, 2018: “In 1997, I was flying out to San Jose, Calif., I recently had a meeting with a marketing executive from an airline. Check out the following list written by Carlos Dominguez for AdWeek.

Customer Experience 112

Customer Experience Airlines Brands Voice of Customer 112

Second to None

AUGUST 2, 2018

From unclean environments to terrible examples of customer service, these moments can have a permanent and poisonous impact on the perception that consumers have of your organization. In this instance, a customer who refused to give up his seat after the airline overbooked his flight was violently removed from the aircraft. 1] [link].

Brands 59

Brands Airlines Social Media Voice of Customer 59

NetBase

OCTOBER 12, 2018

It’s not about what you put out there – it’s about how social consumers interact with you and each other. Sentiment insights deliver specifics you can use to make brand decisions based on consumer wants and needs versus brand assumptions. Here’s a look at Brand Passion for some of the major airlines. Engagement. What’s trending?

Social Media 49

Social Media Analytics Metrics Airlines 49

Kitewheel

AUGUST 14, 2020

Customer experience is the overall impression that consumers have of your brand. While pleasing the consumer is not a new concept, expectations for companies have grown and changed over the years. Well, according to a 2018 survey, only 49% of US consumers believe that companies provide a better customer experience.

Net Promoter Score 52

Net Promoter Score Customer Experience Effort Score Social Media 52

Clarabridge

FEBRUARY 23, 2017

They combine leading-edge technology with customer-centric policies and procedures to improve consumers’ experiences, satisfaction and loyalty for the betterment of their business. Winners will get two free passes to next year’s not-to-be-missed C3 2018 event. 3- Get some solid PR. 4- And of course, win some prizes !

Customer Experience 49

Customer Experience Hotels Airlines Social Media 49

Clarabridge

FEBRUARY 21, 2017

They combine leading-edge technology with customer-centric policies and procedures to improve consumers’ experiences, satisfaction and loyalty for the betterment of their business. Winners will get two free passes to next year’s not-to-be-missed C3 2018 event. 3- Get some solid PR. 4- And of course, win some prizes !

Customer Experience 40

Customer Experience Hotels Airlines Social Media 40

Retently

AUGUST 22, 2018

“You can’t have a mid-life crisis in the airline industry, because everyday is a crisis.” – Herb Kelleher. Maintaining an airline is a mess. However, in the pursuit of keeping their operational costs lower, airlines often compromise on one element that has become the crucial competitive differentiator – customer experience.

Airlines 83

Airlines Customer Satisfaction NPS Net Promoter Score 83

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. This year, a continuing key theme in loyalty will be the ability to drive even greater customer value at lower direct cost.

Loyalty 59

Loyalty Trends Data Marketing 59

Smith+co CX

OCTOBER 19, 2017

One of the recent falls from grace featured aviation giant, and fifth biggest airline on the planet, Ryanair. The airline revealed that it will now carry 4 million less travellers than planned, reducing the number from 142 million to 138 million. However, the benefit to people and passengers is less clear. Crossing the Gulf.

Brand Values 28

Brand Values Brands Airlines Travel 28

Currency Alliance

DECEMBER 13, 2018

The Economist, November 2018. Escalating competition across sectors – not a purported “death of loyalty” – is making loyalty harder earned. 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. The evolution of loyalty marketplaces.

Loyalty 45

Loyalty Trends Loyalty Programs Rewards Programs 45

Currency Alliance

DECEMBER 20, 2022

Some brands will do this in 2023, but actually, the loyalty & marketing industries have learned from recent experience that this costs you money in the long run. So, while the major loyalty trends for 2023 will be oriented around cost control, this will be accompanied by refocusing investment where it’s most profitable.

Loyalty 52

Loyalty Trends Innovation Loyalty Programs 52

C Space

JUNE 11, 2020

In a move to shore up support among frequent customers, British Airways has written to travelers belonging to its loyalty scheme to offer them an extra year’s membership. Members have been given an extra 12 months in recognition of their “loyalty and support.” Last year, consumers spent an estimated $95.7

Brands 52

Brands Retail Government Advertising 52

Currency Alliance

MARCH 20, 2020

There are really only four ways to create value for all stakeholders in a loyalty program: maintain low operating costs, and funnel the savings into rewards. source aspirational redemption options at better cost, so the value of your loyalty currency is magnified. Not every loyalty program seems to appreciate this.

Loyalty Programs 52

Loyalty Programs Loyalty Hotels Travel 52

Storyminers

JULY 6, 2020

She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. Temkin Group was acquired by Qualtrics in October, 2018. The firm is a leading customer experience (CX) research, consulting, and training firm.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Currency Alliance

FEBRUARY 26, 2019

In December 2018, we published what we consider will be the Top 10 Trends in loyalty marketing during 2019. Businesses, their markets, and customer behavior have evolved dramatically in the past 10 years, yet most loyalty programs have only made incremental changes (in some cases to the detriment of customers).

Loyalty 45

Loyalty Strategy Loyalty Programs Hotels 45

C3Centricity

AUGUST 17, 2020

Another CNBC article highlights others including cruises, fitness, energy and airlines. 89% of consumers have stopped doing business with a company after experiencing poor customer service. 94% of consumers say they are more likely to be loyal to a brand that offers transparency. CEI Survey. Customers 2020 Report.

Strategy 158

Strategy Customer Centricity Social Media Analysis 158

SurveySparrow

OCTOBER 19, 2020

It hosts different types of templates, including customer satisfaction, customer loyalty, event surveys, market research, opinion polls, concept testing, employee engagement, etc. . SAP bought Qualtrics for $8 billion in 2018. Airline passenger survey, 7. It has many specialized products that add more strength to its tool.

Comparison 59

Comparison Omni-Channel Survey Software 59

Storyminers

JULY 6, 2020

She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. Temkin Group was acquired by Qualtrics in October, 2018. The firm is a leading customer experience (CX) research, consulting, and training firm.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

ProProfs Chat

DECEMBER 23, 2019

Looking at the example to get more clarity on the concept: Example: Facebook’s strong brand perception hit a rough patch in 2018. A global survey by Adobe and EConsultancy in 2018 reported that 65% of respondents felt that “improving their data analysis is a very important factor in delivering better customer experience.”.

Customer Centricity 96

Customer Centricity Customer Journeys Effort Score Knowledge Base 96

Currency Alliance

JUNE 19, 2019

This was my second year on the judging panel at the Loyalty Magazine Awards. Gamification and personalization have come on leaps and bounds in loyalty to supplement points and rewards. Points are perceived by customers as a kind of currency; underperforming loyalty brands, equally, prioritize this purely transactional insight.

Loyalty 49

Loyalty Loyalty Programs Gamification Airlines 49

Currency Alliance

APRIL 26, 2018

It’ll be several years before blockchain tech has any significant impact on the loyalty industry. They are too slow, expensive at scale, and insufficiently evolved at the application layer (business logic) to be of much use in the loyalty sector until five key roadblocks are overcome. Why would loyalty marketers even need blockchain?

Loyalty 40

Loyalty Loyalty Programs Technology Brands 40

Currency Alliance

NOVEMBER 14, 2019

The overarching loyalty trend of 2020 will continue to be brands getting to grips with digital transformation. If that sounds like loyalty is late to the party, that’s not necessarily a bad thing. 2020, however, seems likely to be the year in which stars align for a more profitable, productive and open future for loyalty.

Loyalty 40

Loyalty Trends Loyalty Programs Hotels 40

Currency Alliance

NOVEMBER 17, 2020

2021 will be another year in the long-term journey to become customer-centric, balance the economics of loyalty programs to deliver more value to customers, and ensure the right systems are in place to reduce dependencies on the IT department or vendors. The functionality in loyalty systems is being broken up.

Loyalty 52

Loyalty Trends Loyalty Programs Travel 52

Currency Alliance

MAY 9, 2019

Last December, a McKinsey report said that 2018 represented… “…a tipping point from thinking, talking about, and planning for future mobility to implementing it.…when Consumers thought about cars and mass transit, while manufacturers of transportation assets thought about market share. Enter: loyalty marketing.

Loyalty 56

Loyalty Strategy Loyalty Programs Airlines 56

Kustomer

APRIL 15, 2021

Employee Satisfaction Leads to Brand Loyalty. So we, we’ve got in there some consumer products companies, some travel and leisure companies, utilities, financial services, card issuers, telco, and cable. So I thought that just, when you mentioned Twitter and agents guiding customers to that just triggered that airline story.

Omni-Channel 92

Omni-Channel Effort Score Contact Center Call Center 92

BirdEye

OCTOBER 6, 2023

Reputational risk is potential damage to an organization’s image caused by negative publicity, scandals, or crises that can impact revenue, brand value, and stakeholder loyalty. Once it’s damaged, your relationships with consumers take a hit. And consumers saw that the brand didn’t care about ethical labor standards.

Strategy 58

Strategy Social Media Airlines Software 58

AskNicely

JANUARY 10, 2019

Validating that, AskNicely’s 2018 NPS Benchmark Study found forward-looking companies that strategically step away from price wars to concentrate on customer experience metrics are discovering more retention and better growth. The five common customer experience metrics measure one of three things: Loyalty, Satisfaction, and Quality.

NPS 150

NPS Metrics Effort Score Customer Experience 150

Currency Alliance

OCTOBER 27, 2017

We have seen tremendous change across many industries during the past 40-50 years, and these changes can help predict the next evolution in the loyalty sector. Unfortunately, the customer loyalty sector has not kept pace. Most loyalty programs still retain largely the same design as 20 years ago.

Loyalty 45

Loyalty Customer Engagement Engagement Loyalty Programs 45

Qualtrics

AUGUST 1, 2019

In fact, consumers are willing to spend 17 percent more with companies that deliver excellent service, according to American Express. Paul Brown was flying JetBlue airlines when he casually tweeted that he couldn’t grab his Starbucks coffee before boarding the plane because he was flying out of the smaller terminal at Boston’s Logan airport.

Omni-Channel 8

Omni-Channel Examples Customer Service eBook 8

GetFeedback

JANUARY 6, 2020

Let’s start with some basics about what it means to be a business-to-business (B2B) and business-to-consumer (B2C) company. . B2C companies sell to consumers. Just one company selling to one consumer, right? . Of course, one consumer purchase of a Gulfstream jet would overshadow a small business owner buying office supplies.

Customer Journeys 195

Customer Journeys B2C B2B Social Media 195

C3Centricity

DECEMBER 3, 2018

74% of consumers have spent more due to good customer service (Source: Entechus.com). 89% of consumers have stopped doing business with a company after experiencing poor customer service. ” It would be good if they (also) used it to increase customer satisfaction and loyalty, no? SOURCE: ESOMAR Global MR Report 2018.

Strategy 149

Strategy Poor Customer Service Social Media Analysis 149