Kerry Bodine

JUNE 5, 2019

Here are a few data points from our The State of Customer Journey Managers, 2018 report: Air New Zealand, BBVA, Fiat Chrysler, Greenpeace, Lloyds Banking Group, and Qantas Airways each had 3 journey managers. John Lewis, LATAM Airlines, Nestlé, Barclays and British Gas each had 6. And Royal Bank of Scotland alone had more than 70.

Customer Journeys 120

Customer Journeys Management Touchpoint Banking 120

Oracle

MARCH 30, 2018

On April 10 at Oracle Modern Customer Experience 2018 in Chicago, the Markie Awards ceremony will take place, where winners in 19 categories of marketing and customer experience excellence will be announced. Ready to register now for Modern Customer Experience 2018? Meet the 2018 Markies Finalists. LATAM Airlines.

Omni-Channel 15

Omni-Channel Meeting B2C Airlines 15

Verint

JANUARY 17, 2018

I also suggested a four-part automation innovation strategy framework to consider as part of your 2018 automation strategy planning. The airline also eliminated the need for the online “live chat” support channel, because Jenn was able to handle those customer engagement areas.

Self Service 36

Self Service Innovation Airlines Competitive Advantage 36

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

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. This undermines loyalty; it’s a strategy that sank Plenti – American Express’s attempt at a coalition – in 2018.

Loyalty 59

Loyalty Trends Data Marketing 59

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

C Space

MAY 4, 2020

Billionaire investor Warren Buffett says his company Berkshire Hathaway has sold all of its shares in the four largest US airlines. Mr. Buffett said he had been wrong to invest in the airline industry. The firm began investing in the four airlines in 2016, after avoiding the aviation industry for years.

Brands 52

Brands Airlines Advertising e-support 52

Currency Alliance

DECEMBER 13, 2018

The Economist, November 2018. The brands we reported on in 2018 have already proven it can be done – but they were only the beginning of a much brighter, more profitable future in loyalty marketing. 2018 saw a 14.2% Marketing technology (martech) spending, meanwhile, rose from 22% of budget in 2017 to 29% in 2018.

Loyalty 45

Loyalty Trends Loyalty Programs Rewards Programs 45

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. Test & learn to see if this engages a previously disengaged audience, and how much it increases ROI. Maintain low operating cost.

Loyalty Programs 52

Loyalty Programs Loyalty Hotels Travel 52

Currency Alliance

NOVEMBER 14, 2019

Airlines will spend a good portion of 2020 proving that their programs are fundamental to minimizing the environmental impact as the industry grows. 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.

Loyalty 40

Loyalty Trends Loyalty Programs Hotels 40

Currency Alliance

DECEMBER 20, 2022

Cutting cost has 2-4 times more impact on ROI than generating incremental revenue. At many brands, we are now seeing this play out, even elevating the importance of loyalty-driving engagement to optimize ROI across customer engagement initiatives. More on this below. For those who have not considered this, let me share an example.

Loyalty 52

Loyalty Trends Innovation Loyalty Programs 52

Currency Alliance

FEBRUARY 26, 2019

In December 2018, we published what we consider will be the Top 10 Trends in loyalty marketing during 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). Maximize ROI from Customer Data.

Loyalty 45

Loyalty Strategy Loyalty Programs Hotels 45

Currency Alliance

NOVEMBER 17, 2020

The value of customer insight and degree of engagement was made very visible in 2020 as brands like United Airlines, Delta, American Airlines, Hilton, etc. Such a loyalty program might take over an airline, or sell goods online or coordinate travel – as well as services attached to the customer-facing loyalty marketing efforts.

Loyalty 52

Loyalty Trends Loyalty Programs Travel 52

SurveySparrow

SEPTEMBER 23, 2020

We can take the Delta Airlines example here. billion, in 2018. . From building employee engagement to retain employees, the ROI can be huge if you do the mapping right. No one knows what kind of workforce experience is useful except your employees. So always ask their help before designing an employee experience journey map.

Customer Journeys 59

Customer Journeys Employee Engagement Employee Experience Feedback 59

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

C3Centricity

AUGUST 17, 2020

Another CNBC article highlights others including cruises, fitness, energy and airlines. With so much information available today, marketing is being challenged to demonstrate its ROI. in 2018, once again confirming that there continues to be no "significant" growth recorded in the past seven years! Contact us Now.

Strategy 158

Strategy Customer Centricity Social Media Analysis 158

Currency Alliance

OCTOBER 27, 2017

The CFO will obviously have something to say about this, but we are confident a strong business case can be made that restricted liquidity damage long-term program ROI. The airline industry has gone through massive expansion over the past 25 years and now traveling by air is accessible to nearly everyone. lower cost).

Loyalty 45

Loyalty Customer Engagement Engagement Loyalty Programs 45

Currency Alliance

FEBRUARY 10, 2020

In early 2018, the supermarket issued a ‘slap in the face to loyal customers’ when it slashed the value of its points, replacing mostly 4x redemptions with 3x redemptions. Those exchanges might be to a wide selection of gift cards or to hotel and airline loyalty schemes. All that said, the program isn’t perfect.

Loyalty Programs 52

Loyalty Programs Loyalty How To Hotels 52

C3Centricity

DECEMBER 3, 2018

With so much information available today, marketing is being challenged to demonstrate its ROI. SOURCE: ESOMAR Global MR Report 2018. Even in the sector with the smallest range (airlines), there was a 5% difference between companies. You will immediately make noticeable progress. MARKETING IS TOO BUSY BUILDING BRANDS.

Strategy 149

Strategy Poor Customer Service Social Media Analysis 149

Comm100

FEBRUARY 6, 2018

All data is the most recent information available as of the beginning of 2018. By nurturing leads across various platforms, Hubspot promises superior lead conversion, a full-funnel inbound strategy, and an amplified ROI on both inbound and traditional marketing. Set Your 2018 Business Priorities with CCW Digital’s Winter Report.

Software 104

Software Customer Engagement Engagement Omni-Channel 104