Currency Alliance

NOVEMBER 21, 2016

Airline cards. Most consumers belong to many customer loyalty programs, but are not active in a lot of them. So they lose interest in participating, and most of those loyalty cards end up in a drawer rather than the wallet. The majority of consumers just don’t get value from standalone programs.

Loyalty Programs 40

Loyalty Programs Loyalty Airlines Hotels 40

Currency Alliance

JUNE 1, 2020

The long break in spending habits due to Covid-19 will cause customers to re-evaluate their relationship with brands. This isn’t just a casual observation, but a sign of a widespread consumer trend which every loyalty marketer should be thinking about. They don’t use the data that customers provide.

Loyalty 72

Loyalty Consumers Marketing Loyalty Programs 72

Beyond Philosophy

JUNE 1, 2015

Are, beyond customers who would be loyal anyway, are they driving more purchase activity and narrowed consideration sets? And, what is the impact of loyalty programs on enterprise profitability? This, as they see it, may be indicative of hope among companies with programs that long-term customer value can be generated.

Loyalty Programs 60

Loyalty Programs Loyalty Airlines Hotels 60

Beyond Philosophy

MAY 10, 2017

If you’re like me, you have loyalty cards for three different supermarkets, a half dozen airlines, several hotels, a dozen or so assorted retailers and the local frozen yogurt shop. As I’ll discuss later, most consumers are a lot like me. As I’ll discuss later, most consumers are a lot like me. What is Loyalty Anyway?

Loyalty 138

Loyalty Loyalty Programs Airlines Rewards Programs 138

ProProfs Chat

FEBRUARY 13, 2020

“What can help me get committed and loyal customers?”. But trust me, factors like: Product quality, Awesome support, Marketing reach, Efforts to engage customers, . Efforts to retain customers, help you formulate effective loyalty programs that your customers enjoy being a part of. Mobile Customer Loyalty.

Loyalty 109

Loyalty Loyalty Programs Social Media Retail 109

ShepHyken

AUGUST 30, 2019

This week we feature an article by Lukas Sitar who writes about growing and sustaining customer lifetime value for the entire customer cycle. While many marketers look at metrics like conversion rates, net profit per sale, average value of a lead, and average customer order, they often overlook their customer lifetime value.

Loyalty Programs 105

Loyalty Programs Loyalty Lifetime Customer Poor Customer Service 105

Currency Alliance

OCTOBER 12, 2020

About three years ago, I was flying from Barcelona to New York on United Airlines. That type of simple recognition goes a great way in building loyalty with customers. This presentation is about driving customer engagement, and how the loyalty industry is transforming in order to engage with the mid-tail and long-tail customer.

Loyalty 98

Loyalty Marketing Loyalty Programs Banking 98

CSM Magazine

OCTOBER 18, 2023

The casino industry has always been at the forefront of delivering exceptional customer service. With the proliferation of casino sites on the internet today, the competition has intensified, making customer service a pivotal differentiator. Recognizing this gap, the casino industry has been striving to enhance its customer service.

Customer Service 52

Customer Service Multi-Channel Loyalty Programs Social Media 52

ProProfs Chat

FEBRUARY 22, 2019

A Forrester report highlights increasing customer retention by 5% can increase profits by up to 95%. Loyal customers spend about 30% more with brands than new customers. For effective customer retention, a focused and dedicated approach needs to be kept in mind. Other aspects include: Showing customers you care.

Customer Retention 82

Customer Retention Engagement Strategy Rewards Programs 82

C3Centricity

AUGUST 26, 2019

And more importantly, I got to thinking about customer privacy and how to build a mutually beneficial relationship whilst also respecting it. Customers don’t want to be automatically segmented and followed as they go about the web, viewing different sites. A recent article on Business2Community by Owen Ray said that.

Customer Centricity 149

Customer Centricity Fashion Airlines Connections 149

CSM Magazine

OCTOBER 4, 2023

Hamish Sherlock of Applause , explains how to build a next-generation loyalty scheme. For centuries, merchants have been offering special tokens that repeat customers could redeem for goods. Today, stamps, vouchers and coupons have mostly been replaced by apps and digital methods of tracking customer engagement.

Loyalty 59

Loyalty How To Banking Airlines 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]. In 2000, UK consumer bank Halifax launched a fairly successful marketing slogan: the people that give you extra [iv]. Extra what?

Banking 40

Banking Loyalty Consumers Loyalty Programs 40

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

LoyaltyPlus

MAY 18, 2020

However, the year so far has placed the world in a position few could have ever predicted – the new normal characterised by social distancing, selective buying with limited choice and decisions almost entirely based on brand recognition and loyalty rewards. These are what will carry a programme and the company through the current ‘storm’.

Loyalty 52

Loyalty Brands Airlines Tourism 52

LoyaltyPlus

MAY 18, 2020

However, the year so far has placed the world in a position few could have ever predicted – the new normal characterised by social distancing, selective buying with limited choice and decisions almost entirely based on brand recognition and loyalty rewards. These are what will carry a programme and the company through the current ‘storm’.

Loyalty 52

Loyalty Brands Airlines Tourism 52

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

SurveySensum

DECEMBER 16, 2019

Indonesian Customer Experience Trends to watch for in 2020. A report by SurveySensum revealed preferences of 1000 consumers across 25 categories and 300+ brands in Indonesia. Today, customer experience is perhaps the most important aspect for any business to succeed. Customer Experience as The Competitive Differentiator.

Trends 52

Trends Customer Experience Loyalty Programs Touchpoint 52

Currency Alliance

JUNE 16, 2020

While travel and retail brands have made a lot of progress in the last 24 months, the bulk of innovation has come from other consumer sectors – including media businesses, entertainment, and telecoms providers, which in recent years appeared to regard loyalty as a lost cause. The program is actually called, ‘ Voxi Drop ’.

Loyalty 52

Loyalty Innovation Travel Loyalty Programs 52

SurveySensum

JULY 13, 2023

According to a research report by PwC titled, “ Experience is Everything ”, 73% of the customers pointed to customer experience as an important factor in their shopping experience. Yet only 49% of the customers said that they had positive customer experiences with companies. Then this guide is for you. Why Survey?

Retail 52

Retail Survey Tools Customer Experience 52

SurveySensum

JULY 13, 2023

According to a research report by PwC titled, “ Experience is Everything ”, 73% of the customers pointed to customer experience as an important factor in their shopping experience. Yet only 49% of the customers said that they had positive customer experiences with companies. Then this guide is for you. Why Survey?

Retail 52

Retail Survey Tools Customer Experience 52

Up Your Service

MAY 3, 2017

Our previous blog post demonstrated the power of customer voice in an unsolicited book review from a technology industry guru. Read on… Customer loyalty is a powerful marketing force that travel and hospitality businesses are always chasing. The rise of white-glove customer service.

Hospitality 74

Hospitality Travel Industry Brands 74

Currency Alliance

FEBRUARY 20, 2023

The loyalty rules engine is the module that enables the types of promotions that are familiar from every major loyalty program. These loyalty rules are created in order to improve customer appeal and profitability, and the job of enabling them in a loyalty program falls to the rules engine.

Loyalty 52

Loyalty Loyalty Programs Social Media ROI 52

ShepHyken

MARCH 31, 2018

Over the last few years, customer service has shifted from traditional phone support toward social media channels like Twitter, Facebook, Instagram, and others. Dan Gingiss started the Social Customer Care Track and interest has grown exponentially. Social Media Changes Customer Service. Happy customers tell an average of 6.

Social Media 87

Social Media Self Service Customer Service Marketing 87

ClearAction

NOVEMBER 25, 2017

Do Customer Experience Policies Empower Growth? Do your policies set free your customers and your employees? Policies are designed to protect, but sometimes they disintegrate — rather than protect — customer relationships. And customers’ mistrust of companies propels regulations, protests and negative word-of-mouth.

Policies 63

Policies Customer Experience Government Airlines 63

C Space

JULY 2, 2020

We see Covid-19 as an accelerator of the transition to EVs [electric vehicles] and renewables, from consumers and public policy,” they said. United Airlines has announced that it would add nearly 25,000 flights in August, tripling the size of its schedule and flying roughly 40% of its fleet capacity when compared to August of 2019.

Brands 52

Brands Airlines Policies Social Media 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. add complementary partners in every spending category so the program and the currency are more useful and interesting. Not every loyalty program seems to appreciate this.

Loyalty Programs 52

Loyalty Programs Loyalty Hotels Travel 52

Kustomer

NOVEMBER 25, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Matt Dixon from Tethr to reinvent what it means to delight your customers. Delight typically means going above and beyond customer expectations, so what is there to reinvent? Is Customer Delight Expensive?

Customer Service 98

Customer Service Effort Score Self Service Customers 98

Qualtrics

APRIL 22, 2020

Life as we knew it before COVID-19 will take time to return, and even when it does we’re likely to be in a ‘new normal’, as the crisis impacts consumer behaviors going forward. 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

Kustomer

MARCH 12, 2020

In this episode of Customer Service Secrets , Gabe Larsen is joined by Matt Dixon to discuss creating an effortless experience for customers. Matt worked for a profit think tank and currently works at a company called Tethr, an AI platform that helps customers understand and interpret data. What Creates Disloyal Customers?

Effort Score 52

Effort Score Self Service Customers Multi-Channel 52

Currency Alliance

FEBRUARY 26, 2021

Therefore, all types of marketing and sales disciplines started to evolve to incentivize and influence customer choice in order to drive more revenue. So, with competition across nearly every category, all companies now need a loyalty strategy. Incentives must be tailored to the customer’s context.

Loyalty 59

Loyalty Customer Engagement Engagement Airlines 59

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

Currency Alliance

NOVEMBER 4, 2022

Within one year, over 100 bank-sponsored loyalty programs in Europe disappeared. Shutting down the loyalty programs was a huge strategic mistake by the banks. Next, we explain how to increase the perceived value of your loyalty currency, so that your loyalty program is more effective, and the ROI increases.

Loyalty 52

Loyalty Marketing Loyalty Programs Banking 52

SurveySensum

AUGUST 24, 2023

According to the Harvard Business Review article, Kick-Ass Customer Service , 81% of customers stated that they intend to take care of matters by themselves before reaching out to a customer service representative. And this will enable you to retain your customers and make them feel loyal to your brand.

Self Service 52

Self Service Brands Effort Score Airlines 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

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

DECEMBER 20, 2022

This is caused by many factors beyond the scope of this article, but the result is that customers are more conscious about value, and companies are focusing more on cost control. Until a few years ago, brands would have reacted to an uncertain economy by cutting services that deliver customer value.

Loyalty 52

Loyalty Trends Innovation Loyalty Programs 52

SurveySensum

FEBRUARY 20, 2024

That feeling is what businesses aim to achieve in order to keep customers happy and satisfied and keep coming back for more. But why is it important to improve customer satisfaction? Because acquiring a new customer can cost five times more than retaining an existing one. So, what exactly is customer satisfaction?

Customer Satisfaction 52

Customer Satisfaction Self Service Strategy Customer Journeys 52