InMoment XI

NOVEMBER 20, 2023

It goes beyond the traditional methods of customer feedback analysis, offering a sophisticated approach that enables brands to stay ahead in an intensely competitive landscape. With AI, brands spend less time analyzing text-heavy analytics and more time making smarter decisions to drive change.

Customer Experience 324

Customer Experience Strategy Chatbots e-support 324

Kustomer

JANUARY 2, 2024

Welcome to The Kustomer Service Pulse , a new series on the Kustomer blog where we share our point of view n customer service experiences that showcase how companies can create unforgettable moments with their customers, drive impact for their business, and elevate their brands.

Customer Service 105

Customer Service Wait Times Airlines Social Media 105

Experience Investigators by 360Connext

JANUARY 8, 2018

These often point back to the annoying, outdated, or altogether defunct touchpoints that don’t just disappear when you start a larger initiative. They are silently chipping away at your customers’ loyalty RIGHT NOW while you chase after that elusive “WOW” experience. Ask your front-line folks.

Customer Journeys 273

Customer Journeys Airlines Social Media Banking 273

Maru Group

JUNE 5, 2023

Airlines can differentiate their offer through their airport lounges. Airlines can differentiate their offer through their airport lounges. It is a crucial touchpoint on the journey providing an opportunity to drive loyalty through the brand experience. The role of staff is a vital brand touchpoint.

Airlines 52

Airlines Travel Touchpoint Case Study 52

Currency Alliance

DECEMBER 18, 2017

There are of course many trends taking shape, but we thought we would take a look at what we consider to be the three top loyalty trends for 2018, and the implications of these for both brands and customers. Everyone knows that trust is key in brand loyalty. Top loyalty trends for 2018: No.1

Loyalty 49

Loyalty Trends Brands Loyalty Programs 49

CSM Magazine

DECEMBER 13, 2023

It operates as a key touchpoint between a business and its customers – a platform where relationships are built, trust is established, and loyalty is earned. For example, many airlines now offer self-service check-in kiosks at airports, reducing long queues and wait times for customers.

Customer Service Strategies 52

Customer Service Strategies Self Service Trends Strategy 52

Kustomer

AUGUST 28, 2023

Welcome to The Kustomer Service Pulse , a new series on the Kustomer blog where we share our point of view on customer service experiences that showcase how companies can create unforgettable moments with their customers, drive impact for their business, and elevate their brands.

Customer Service 52

Customer Service Airlines Hotels CRM 52

Experience Investigators by 360Connext

MAY 16, 2023

And when that does happen, they want to hear directly from the brand. Recovering well and proactively addressing the pain points could actually lead to more loyalty. Southwest Airlines, while still recovering from their holiday-time meltdown, is known for proactively addressing customer concerns. Customers have bad experiences.

Airlines 143

Airlines Feedback Customer Service Representative Contact Center 143

Currency Alliance

JUNE 16, 2020

For most of the last decade, loyalty marketing seemed to be on autopilot for many brands – but the tide is turning. Many of the entrants to this years’ Loyalty Magazine Awards were as adept with data and technology as marketers in many other disciplines. What really stood out is which brands were pulling off these feats.

Loyalty 52

Loyalty Innovation Travel Loyalty Programs 52

SurveySensum

JULY 13, 2023

Improving retail customer experience for your brand is not only an expectation from your customers but also a requirement for your business growth. Delivering exceptional customer experiences not only fosters customer loyalty but also generates positive word-of-mouth and drives sustainable growth for your business.

Retail 52

Retail Survey Tools Customer Experience 52

SurveySensum

JULY 13, 2023

Improving retail customer experience for your brand is not only an expectation from your customers but also a requirement for your business growth. Delivering exceptional customer experiences not only fosters customer loyalty but also generates positive word-of-mouth and drives sustainable growth for your business.

Retail 52

Retail Survey Tools Customer Experience 52

SurveySparrow

JUNE 28, 2023

Understanding what customer experience optimization entails and implementing effective strategies can significantly impact customer satisfaction, loyalty, and ultimately, business growth. It encompasses every touchpoint, from the first point of contact to post-purchase support.

Customer Experience 52

Customer Experience Customer Journeys Net Promoter Score Customer Centricity 52

Clarivate

SEPTEMBER 19, 2017

Every business delivers a customer experience, and whether this is done with intention or by default, this experience is your brand brought to life. But in this context, Brand can be defined as the emotions, thoughts, feelings, and even physical reactions your audience has in response to your brand representations.

Brands 53

Brands Customer Success Airlines User Experience 53

Michelli Experience

APRIL 14, 2017

We were on our way to a wedding in Norway, with a layover in Hamburg, when the airline lost my husband’s luggage. Anjali Lai writes in her Forrester report that several high-intensity emotions are tightly linked to consumer spend, brand preference, and brand love. The analysts tell brands: These are the emotions that matter.

Analysis 223

Analysis Feedback Effort Score NPS 223

SurveySparrow

JUNE 21, 2023

Hence, each time you interact with a consumer, you have the chance to establish a long-lasting bond with them and win their loyalty. Therefore, by addressing this issue promptly and implementing automated systems, they improved customer satisfaction and loyalty. Also, demonstrating empathy and understanding fosters trust and loyalty.

Customer Experience 52

Customer Experience e-support Touchpoint Loyalty 52

Currency Alliance

JUNE 11, 2019

Part of the solution is to take on some of the characteristics of a challenger bank – but that space is already crowded with lookalike competitors, and straying too far along this path may create branding problems for a venerable institution. Indeed, banks are mostly not pursuing this strategy. Rewards value rose 15% in Q3 2018 alone[vi].

Banking 40

Banking Loyalty Consumers Loyalty Programs 40

NICE inContact

SEPTEMBER 4, 2019

It’s no surprise that brands are becoming more customer-focused, because it seems like every day a new study is published about the importance of making customers happy. Customer service agents for large companies like major airlines may have to simultaneously utilize half a dozen applications to serve a customer.

Customer Service 136

Customer Service Contact Center Omni-Channel Airlines 136

LoyaltyPlus

OCTOBER 4, 2020

Customer experience and loyalty continue to dominate business considerations across most industries today. LoyalyPlus says there has been extensive coverage in the media about the impact of lockdown conditions on aviation, with numerous reports of airlines announcing retrenchments and of operators having to close doors. “At

Airlines 52

Airlines Travel Transportation Government 52

ECXO

APRIL 26, 2023

The partnership is critical to creating a seamless and consistent customer and employee experience across all touchpoints. High levels of customer satisfaction, loyalty and advocacy are built on well-designed user experiences; products and services that customers want and need. But, no matter the level, working together is crucial.

Chief Customer Officer 52

Chief Customer Officer Net Promoter Score Competitive Advantage ROI 52

SurveySensum

DECEMBER 16, 2019

A report by SurveySensum revealed preferences of 1000 consumers across 25 categories and 300+ brands in Indonesia. According to a study, “67% of customers switch brands not because of the price or the features, but because of the lack of good customer experience”. Loyalty programs will be the Next Game Changer.

Trends 52

Trends Customer Experience Loyalty Programs Touchpoint 52

Michelli Experience

APRIL 14, 2017

We were on our way to a wedding in Norway, with a layover in Hamburg, when the airline lost my husband’s luggage. Anjali Lai writes in her Forrester report that several high-intensity emotions are tightly linked to consumer spend, brand preference, and brand love. The analysts tell brands: These are the emotions that matter.

Analysis 100

Analysis Feedback Effort Score NPS 100

NetBase

MAY 23, 2019

The longer consumers must wait for an answer – particularly when things are going wrong, but not only then – the more likely they will find another brand to do business with in the future. Hertz is one brand we’ve seen taking this idea of maximizing customer touchpoints to heart – with great success. Here are some ways!

Travel 56

Travel Customer Care Hotels Touchpoint 56

Currency Alliance

DECEMBER 19, 2022

It has the potential to address a lot of business challenges, and enable many forms of elusive innovation in loyalty marketing. The biggest opportunities for loyalty programs relate to operating more efficiently to reduce cost, and improving personalization. Using AI to improve profitability of pricing and promotions.

Loyalty 52

Loyalty Marketing Airlines Loyalty Programs 52

Beyond Philosophy

FEBRUARY 5, 2015

Most brands and corporations get by on transactional approaches to customer relationships. Moreover, the customer has no personal investment in choosing, and staying with, one brand or supplier over another. Beyond simply selling a product or service, these ‘experiential brands’ connect with their customers.

CEM 60

CEM Omni-Channel Training Customer Experience 60

Qualtrics

JUNE 21, 2019

Polishing every touchpoint between company and customer is key. Merely meeting industry standards isn’t enough to earn loyalty and brand ambassadors. Finding your brand of magic can be a difficult pursuit, but once you get it right, your customers aren’t going anywhere. Watch on YouTube here. Watch on YouTube here.

Customer Experience Professionals 52

Customer Experience Professionals Video Customer Experience Touchpoint 52

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

ijgolding

AUGUST 12, 2018

Creating an emotional link with customers demonstrates the ability to identify the WOW moments in the customer journey – the compelling brand proposition that leaves customers in no doubt as to why they keep coming back – and telling all their friends to do the same.

Customer Journeys 185

Customer Journeys Customers Airlines Social Media 185

CSM Magazine

AUGUST 22, 2019

As experience overtakes price and product as a key brand differentiator, customer service is being recognized as the face of, and driver for, organization-wide strategy. Join the America’s biggest brands in their mission to bring customer service to the center of the business. VP, Client Services, Boston Red Sox.

Customer Service Strategies 40

Customer Service Strategies Meeting Strategy Customer Service 40

delighted

DECEMBER 17, 2019

More often than not, many brands get caught up in fixing these symptoms by addressing the issues that are easily visible, without actually identifying and remediating the root cause. The airline began to dig deeper by asking their customers more questions and conducting a root cause analysis. The airline didn’t stop there.

Analysis 40

Analysis Customer Experience Airlines NPS 40

Currency Alliance

FEBRUARY 26, 2021

So, with competition across nearly every category, all companies now need a loyalty strategy. Not every company needs a loyalty program with points, gift cards, or other incentives, but very few businesses can survive without a base of loyal customers that makes up 30-50% of recurring total sales.

Loyalty 59

Loyalty Customer Engagement Engagement Airlines 59

Currency Alliance

NOVEMBER 16, 2021

Flexibility around loyalty redemptions is crucial to creating meaningful value for every customer. Rewards that are interesting for less-frequent customers, as well as to frequent customers, motivate every customer to engage more, and increase the share of wallet that they allocate to your brand.

Loyalty 52

Loyalty Loyalty Programs Ecommerce Touchpoint 52

Currency Alliance

NOVEMBER 16, 2021

Flexibility around loyalty redemptions is crucial to creating meaningful value for every customer. Rewards that are interesting for less-frequent customers, as well as to frequent customers, motivate every customer to engage more, and increase the share of wallet that they allocate to your brand.

Loyalty 52

Loyalty Loyalty Programs Ecommerce Touchpoint 52

InteractionMetrics

OCTOBER 16, 2023

customers find a positive experience with a brand to be more influential than great advertising.” Note that often CX is defined ONLY as the touchpoints a customer has with a company. Other metrics include the Ease of Business Score, Competitive Edge Score, Brand Compliance Score, and more. 65% of U.S.

Customer Experience 52

Customer Experience Effort Score Survey Net Promoter Score 52

ReviewTrackers

MAY 8, 2017

Customer experience (CX) — defined as “the cumulative impact of all interactions and experiences between your business and the customer, at every touchpoint across the entire customer journey, and viewed entirely from your customer’s perspective” — has become one of today’s most important business benchmarks. Forrester CXNYC.

Conference 50

Conference Omni-Channel Customer Journeys Customer Experience 50

Qualtrics

APRIL 22, 2020

Across every industry, how you respond to the crisis and these seismic shifts in behavior will have a lasting impact on how your brand comes out the other side. Food and beverage companies, cruise lines, airlines, and hotels are facing some unique challenges as people are forced to stay home. Hospitality.

Hospitality 29

Hospitality Retail Rewards Programs Analysis 29

Currency Alliance

NOVEMBER 4, 2022

This fee is commonly how financial services brands have funded their loyalty rewards for at least the past decade. So how should New Zealand’s banks and brands respond, and how should other brands collaborate with partners to reduce dependency on any single source of funding?

Loyalty 52

Loyalty Marketing Loyalty Programs Banking 52

Currency Alliance

MARCH 30, 2022

As I reflected on the presentation footage, I decided I wanted to share these principles with the many loyalty professionals I’ve met building Currency Alliance over the last seven years. In recent years, brands have invested more in loyalty. but within a few years it had become South Africa’s leading loyalty program.

Loyalty 52

Loyalty Loyalty Programs Resources Airlines 52