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

CX Journey

MAY 8, 2019

It appeared on their blog on July 12, 2018. Simply stated, service profit chain thinking maintains that there are direct and strong relationships between profit; growth; customer loyalty; customer satisfaction; the value of goods and services delivered to customers; and employee capability, satisfaction, loyalty, and productivity.

Airlines 151

Airlines Travel Loyalty Customer Satisfaction 151

ProProfs Chat

FEBRUARY 13, 2020

Efforts to retain customers, help you formulate effective loyalty programs that your customers enjoy being a part of. Let’s take a look at customer loyalty statistics and observe the various ways that help a business improve and boost customer loyalty. Customer Loyalty Statistics 2020 You Shouldn’t Miss.

Loyalty 109

Loyalty Loyalty Programs Social Media Retail 109

ShepHyken

JUNE 17, 2018

5 Ways to Build Customer Loyalty by Christy Bieber. My Comment: Who doesn’t want customer loyalty!? The post 5 Top Customer Service Articles For the Week of June 18, 2018 appeared first on Shep Hyken. It’s simple: You don’t just create a customer experience that’s better. You create one that’s different.

Customer Service 83

Customer Service Airlines Tips Retail 83

ShepHyken

NOVEMBER 26, 2018

The Wise Marketer) Companies are realizing the importance of focusing on their repeat customers and designing special loyalty rewards program exclusively for this category of customers. Marketoonist) Singapore Airlines has long been a pioneer in customer experience, not just in airlines, but the hospitality industry in general.

Customer Service 80

Customer Service Airlines Employee Engagement Rewards Programs 80

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

Experience Investigators by 360Connext

NOVEMBER 17, 2020

We know that building loyalty requires more positive interactions than negative ones. I love this example from Southwest Airlines. — Southwest Airlines (@SouthwestAir) May 6, 2020. Christopher Moloney (@Moloknee) September 2, 2018. And when talking business strategy, showing customers gratitude is hardly mentioned.

How To 372

How To Airlines Social Media Tips 372

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

Comm100

AUGUST 23, 2018

It’s 2018, and customer expectations are changing faster than ever. This blog post is not about the top customer service trends to watch out for in 2018. The following best practices set contemporary leaders in innovation apart from the pack and represent what exceptional customer service looks like in 2018.

Exceptional Customer Service 100

Exceptional Customer Service Customer Service Chatbots Hotels 100

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

CX Journey

MAY 8, 2019

It appeared on their blog on July 12, 2018. Simply stated, service profit chain thinking maintains that there are direct and strong relationships between profit; growth; customer loyalty; customer satisfaction; the value of goods and services delivered to customers; and employee capability, satisfaction, loyalty, and productivity.

Airlines 88

Airlines Travel Loyalty Customer Satisfaction 88

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 Enter: loyalty marketing. In 3-5 years’ time, the market leaders will have emerged, so now is the moment to include loyalty mechanics to get the upper-hand.

Loyalty 56

Loyalty Strategy Loyalty Programs Airlines 56

Experience Investigators by 360Connext

NOVEMBER 22, 2022

We know that building loyalty requires more positive interactions than negative ones. I love this example from Southwest Airlines. — Southwest Airlines (@SouthwestAir) May 6, 2020. Christopher Moloney (@Moloknee) September 2, 2018. And when talking business strategy, showing customers gratitude is hardly mentioned.

How To 143

How To Airlines Social Media Tips 143

ShepHyken

JANUARY 22, 2018

10 Customer Experience Mistakes You Need to Avoid in 2018 by Ronak Meghani. The authors started by surveying 400,000 customers who interacted with brands in the airline and wireless industries to find out how much more customers would spend if they received better service. Here are my top five picks from last week.

Customer Service 89

Customer Service Chatbots Wireless Airlines 89

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

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

Beyond Philosophy

JUNE 15, 2018

Airlines Run Mental Accounting Too Often in the Red. The airlines’ industry as a whole is another excellent example of how not to structure your pricing. Airlines’ pricing often irritates and disappoints customers. These surcharges feel annoying, a far cry from the happy and pleased emotions airlines should be seeking.

Airlines 144

Airlines How To Guidelines Customer Experience 144

Currency Alliance

AUGUST 16, 2019

Loyalty programs once enabled relatively personalized marketing. They did this by embarking on ‘no-brainer’ partnerships: where the customer journey is so linear (think airline + car rental) or the customer frequency so high (think grocery store + fast-casual dining) that a brand partnership creates obvious value.

Loyalty 40

Loyalty Brands Loyalty Programs Airlines 40

Oracle

NOVEMBER 5, 2018

Modern Customer Experience 2018 is heading to Europe and will take place in Amsterdam (November 6), Frankfurt (November 13), London (November 14), and Stockholm (November 15) with planned sessions on topics including keeping up with customer demands, expanding your network, the future of customer loyalty, and more. View more details.

Customer Experience 40

Customer Experience Hotels B2B Innovation 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

JUNE 11, 2019

A 2018 Collinson study reported that 66% of financial services professionals say their bank “does not understand why customers are loyal or have a strategy to strengthen customer relationships”[i]. Rewards value rose 15% in Q3 2018 alone[vi]. Card attrition rates rose to 15% in 2018 from 10.5% Actually, they do. in 2017[vii].

Banking 40

Banking Loyalty Consumers Loyalty Programs 40

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

West Monroe

JUNE 8, 2018

West Monroe attended the 2018 CS Week conference hosted in Tampa earlier this month. Coming off the heels of CS Week, I also had the opportunity to attend DNV GL’s 2018 Energy Executive Forum, an annual gathering of C-suite executives actively engaged in defining the future of energy. we will give you airline miles for signing up).

Loyalty 40

Loyalty Self Service Chatbots Retail 40

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

FEBRUARY 10, 2020

One of the earliest loyalty programs came out of the grocery sector. Broadly speaking, most of the chains’ loyalty efforts have been in proprietary, albeit digitalized versions of the original S&H program: collecting in order to redeem for rewards, some digital couponing, and pushing out offers via a mobile app.

Loyalty Programs 52

Loyalty Programs Loyalty How To Hotels 52

Aveus

OCTOBER 3, 2017

Dear Sandeep Dube , Vice President – Delta Air Lines (Customer Engagement & Loyalty). The experience on many international airlines tops anything Delta offers, and usually at a lower price. No loyalty required. I will qualify for Diamond in 2018. CC: Denise Pickett , President, U.S.

Airlines 100

Airlines Travel Customer Experience Advertising 100

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

C3Centricity

AUGUST 17, 2020

Another CNBC article highlights others including cruises, fitness, energy and airlines. It would be good if they used it to increase satisfaction and loyalty, no? in 2018, once again confirming that there continues to be no "significant" growth recorded in the past seven years! The industry grew a measly 2.1%

Strategy 158

Strategy Customer Centricity Social Media Analysis 158

C Space

OCTOBER 1, 2018

Christina turns stats to story and is the lead researcher of our 2018 Customer, Experienced. In C Space’s 2018 report, Customer, Experienced. some of the most vilified and poorest rated industries include telecommunications, financial services and airlines. Alaska Airlines put customers first. Christina Stahlkopf , Ph.D.

Trends 40

Trends Brands Airlines Wireless 40

Team Support

DECEMBER 21, 2021

Don’t just take our word for it, here are real live chat service success stories: Kayako states that 79% of businesses who reported using live chat resulted in increased customer loyalty, greater sales, and higher revenue growth. Virgin Airlines grew conversion rates by 23% by adopting live chat. times more than visitors that don’t.

B2B 98

B2B Software Airlines Communication 98

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. Traditional messaging from airlines has been broad-strokes driven, trying to catch the most people to ensure the most tickets sold.

Travel 40

Travel Hospitality Customer Journeys Examples 40

GetFeedback

NOVEMBER 20, 2018

It isn’t a one-and-done achievement—you have to devote constant attention to activities that drive customer satisfaction and loyalty. And we’ve all seen the damage bad customer experience can do to even established companies like United Airlines. And they’re losing profit as a result.

Customer Satisfaction 257

Customer Satisfaction Survey Net Promoter Score Social Media 257

C Space

OCTOBER 1, 2018

To understand how and why, let’s look at two success stories; Costco and Southwest Airlines. Southwest Airlines. With three safety-related incidents in 2018—one of which resulted in the death of a passenger—it’s not surprising that Southwest Airlines ’ Customer Experience Score declined from that of 2017.

Brands 40

Brands Airlines Retail Customer Centricity 40

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. United Airlines is still working to repair its image on its services and passenger treatment. #3. Even small mistakes can damage brand perceptions.

Strategy 59

Strategy Social Media Airlines Software 59

Helen Dewdney

AUGUST 23, 2019

said “Presented with a choice of 50 words to describe the airline, most of the airline’s passengers opted for ‘greedy’, ‘sneaky’ and ‘arrogant’, with one going as far as to say “Ryanair seem to make things deliberately difficult in order to make more money out of their customers” People take a calculated risk when booking with Ryanair.

Customer Service 46

Customer Service Airlines Sports Apparel 46

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

ShepHyken

MARCH 23, 2018

Recent findings in the Global Leadership Forecast 2018 found that companies that connected purpose to their mission statement outperformed other companies in their market by 42%. Situation : A top goal for 2018 is hiring key talent. Read Shep’s latest Forbes Article: How Southwest Airlines Keeps The Romance Alive With Its Customer.

Communication 81

Communication Leadership Airlines Social Media 81