Horizon CX

OCTOBER 2, 2023

An airline Gate Agent is asked by a passenger to check-in for a same-day, earlier flight. SUPERVISOR: Has the customer enrolled in our loyalty program? And of course, there is data, an ocean of data. A customer has purchased $4,500 of lumber and doors, three carts full and all is paid for. They’ll tell you.

Net Promoter Score 130

Net Promoter Score Survey System Retail 130

Currency Alliance

MARCH 24, 2020

But there are things we can do to ease the financial stress of those most affected, give customers hope, and proactively manage loyalty program liability. Currency Alliance operates a B2B SaaS loyalty currency management platform. Currency Alliance already has integrations with dozens of travel loyalty programs.

Travel 40

Travel Loyalty Programs Airlines Hotels 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. This is something that we see gathering pace in 2018.

Loyalty 49

Loyalty Trends Brands Loyalty Programs 49

C3Centricity

AUGUST 26, 2019

More and more CPG companies and brands now offer a loyalty program, especially to their higher-value consumers. Another example used by Swiss airlines and their parent company Lufthansa almost had me agreeing to give all my information, not just the necessary data to make my experience more comfortable. Make them Feel Special.

Customer Centricity 149

Customer Centricity Fashion Airlines Connections 149

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. Hybrid points programs.

Loyalty 52

Loyalty Innovation Travel Loyalty Programs 52

Currency Alliance

NOVEMBER 22, 2017

Take loyalty programs for example. There was one airline I flew with a lot and I got a decent amount of value from that one, but the others were a waste of time. Apart from that one airline I flew with a lot, I never felt like I was offered anything that made me smile or feel appreciated. I get that.

Case Study 45

Case Study Study Airlines Hotels 45

ClearAction

NOVEMBER 25, 2017

Southwest Airlines is an outstanding example of rising above industry norms, charting its own course, and vowing to win customers’ hearts and customers’ cash through policies that set them free. Exclusions, caveats, change fees, extensive fine print, loyalty program changes, warranty limitations, extra steps (hassles), long-term (e.g.

Policies 63

Policies Customer Experience Government Airlines 63

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

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. Improving customer insight and loyalty personalization.

Loyalty 52

Loyalty Marketing Airlines Loyalty Programs 52

Pretium Solutions

OCTOBER 26, 2011

Convenience Loyalty is generated by companies primarily through customer loyalty programs, which are essentially ways for retailers and other kinds of businesses to encourage the continued patronage of customers. One of the best examples is, of course, the frequent-flier airline miles program. Probably not.

Loyalty 40

Loyalty Airlines Effort Score Loyalty Programs 40

Pretium Solutions

OCTOBER 26, 2011

Convenience Loyalty is generated by companies primarily through customer loyalty programs, which are essentially ways for retailers and other kinds of businesses to encourage the continued patronage of customers. One of the best examples is, of course, the frequent-flier airline miles program. Probably not.

Loyalty 40

Loyalty Airlines Effort Score Loyalty Programs 40

Pretium Solutions

OCTOBER 26, 2011

Convenience Loyalty is generated by companies primarily through customer loyalty programs, which are essentially ways for retailers and other kinds of businesses to encourage the continued patronage of customers. One of the best examples is, of course, the frequent-flier airline miles program. Probably not.

Loyalty 40

Loyalty Airlines Effort Score Loyalty Programs 40

Currency Alliance

JUNE 11, 2019

The smart ones kept a loyalty strategy even if they eliminated the points, but some foolishly acted as though their rewards program was their loyalty strategy – and threw the baby out with the bath water. For a time, banks hoped that third-party CLO providers would help banks achieve their loyalty goals.

Banking 40

Banking Loyalty Consumers Loyalty Programs 40

Qualtrics

FEBRUARY 20, 2020

Wednesday sees the event kick off with Qualtrics CEO Ryan Smith , Oscar-winning actor Matthew McConaughey , Co-founders of Magnolia Chip and Joanna Gaines , Co-founder and CEO of The Character Lab Angela Duckworth and of course former First Lady, Michelle Obama. And that’s just day 1! 16:00 // Weds, March 11. Building 'Best Places to Work'.

Government 32

Government Employee Experience Leadership Employee Engagement 32

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

JULY 24, 2018

His chosen airline made him so mad that he wrote a song about them, which has since been viewed over 18m times on YouTube ( [link] ). The anecdotes revealed some interesting themes, and they should make for useful learnings for airline and hotel brands. The airline put us up in a hotel, as you’d expect, but managed it horrifically.

Travel 40

Travel Course Customer Experience Airlines 40

Currency Alliance

NOVEMBER 4, 2022

Of course, this has happened before in other jurisdictions. 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. Shutting down the loyalty programs was a huge strategic mistake by the banks.

Loyalty 52

Loyalty Marketing Loyalty Programs Banking 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. The article covers the various brands which have joined the Scene+ loyalty coalition.

Loyalty 59

Loyalty Trends Data Marketing 59

Currency Alliance

NOVEMBER 16, 2021

What is strange today, is that most brands have evolved their public-facing ecommerce platforms into dynamic, content-rich, and personalized shopping experiences, while their loyalty program redemption catalog may not have changed in ten years, leaving it looking static with minimal appeal.

Loyalty 52

Loyalty Loyalty Programs Ecommerce Touchpoint 52

Currency Alliance

NOVEMBER 16, 2021

What is strange today, is that most brands have evolved their public-facing ecommerce platforms into dynamic, content-rich, and personalized shopping experiences, while their loyalty program redemption catalog may not have changed in ten years, leaving it looking static with minimal appeal.

Loyalty 52

Loyalty Loyalty Programs Ecommerce Touchpoint 52

Kustomer

NOVEMBER 25, 2021

Now people hear that and what they say is, well of course because the customer is in a bad spot already. It was that on any day of the week, your average customer service interaction is four times more likely to leave your customer in a state of disloyalty. They’ve got a problem; they need help fixing it and so it stands to reason.

Customer Service 98

Customer Service Effort Score Self Service Customers 98

Currency Alliance

DECEMBER 20, 2022

During 2023, brands will make it easier for more customers to realize value from loyalty program participation. This will help them engage many more customers – particularly in the mid-to-long tail: previously not seen as a valuable target for loyalty marketing, but now recognized as a leading source of incremental revenue.

Loyalty 52

Loyalty Trends Innovation Loyalty Programs 52

Currency Alliance

OCTOBER 4, 2023

Recognizing loyalty program members at the Point of Sale (POS) has been challenging for over 30 years. The result is that it can be difficult for a retailer to deliver a smooth customer experience when identifying their own loyalty program members, or customers in partner loyalty programs, at the POS.

Loyalty 59

Loyalty Loyalty Programs Retail Banking 59

Currency Alliance

FEBRUARY 26, 2019

Having benchmarked and talked to hundreds of loyalty programs in the past few months, what we think program leaders ought to be doing during the next 3-6 months is preparing a plan to realign their loyalty program design with the broader business strategy and core value propositions. Customer data: maximize ROI.

Loyalty 45

Loyalty Strategy Loyalty Programs Hotels 45

Currency Alliance

MARCH 30, 2022

Such a simple program quickly revealed invaluable insight into the customer and opened a whole new channel of communication across email, SMS and good old post! but within a few years it had become South Africa’s leading loyalty program. I co-founded Currency Alliance seven years ago based on two bets.

Loyalty 52

Loyalty Loyalty Programs Resources Airlines 52

Currency Alliance

DECEMBER 17, 2019

But there remain some fundamental things that loyalty programs need to achieve to weather the looming storm that open banking, mobile payments, aggregation models, and other marketplace dynamics will bring. More customers will want to earn more loyalty currencies – which is potentially fantastic for all brands.

Loyalty 64

Loyalty Strategy Loyalty Programs Travel 64

Currency Alliance

NOVEMBER 17, 2020

But those brands pursuing each of the trends predicted for 2020 probably suffered less as the course of this year evolved. Rebalancing loyalty program economics. The loss of value in loyalty programs has become far more visible in the past two years. migrating to new suppliers with lower operating cost.

Loyalty 52

Loyalty Trends Loyalty Programs Travel 52

Currency Alliance

OCTOBER 29, 2019

If 74% of consumers choose a store based on their loyalty program, then why do few loyalty programs have more than 25% of their customers participating? Of course, dishing out ‘value’ sounds scary to a chief financial officer. Rewards are transactional; loyalty is emotional. The answer is simple.

Loyalty 40

Loyalty Loyalty Programs How To Hotels 40

Currency Alliance

MAY 9, 2019

Of course, until a few years ago, there was no “mobility sector”. We discovered 6 years ago that during the customer’s trip, the most value we could provide after selling the airline ticket was to show alternative mobility options in the traveler’s destination. Building such habits is precisely what loyalty programs do. .

Loyalty 56

Loyalty Strategy Loyalty Programs Airlines 56

Currency Alliance

JUNE 19, 2019

Independent of individual program achievements, the most important development across the industry has not been in individual technological triumphs, but a hastening structural shift in how brands understand and approach the purpose of their loyalty programs. This effort is a marked improvement. Kudos to them.

Loyalty 49

Loyalty Loyalty Programs Gamification Airlines 49

Currency Alliance

NOVEMBER 14, 2019

Nobody in loyalty could have missed The Times’ headline in October, about the Committee for Climate Change (CCC) proposal to start taxing frequent flyer programs (FFPs), or even to shut them down, under the assumption that they increase flying. Nonetheless, the legacy loyalty points bank kept them from innovating more quickly.

Loyalty 40

Loyalty Trends Loyalty Programs Hotels 40

Kustomer

MARCH 12, 2020

Now people hear that and what they say is, well of course because the customer is in a bad spot already. It was that on any day of the week, your average customer service interaction is four times more likely to leave your customer in a state of disloyalty. They’ve got a problem; they need help fixing it and so it stands to reason.

Effort Score 52

Effort Score Self Service Customers Multi-Channel 52

ProProfs Chat

DECEMBER 21, 2020

Of course, training your sales team accurately on what the company is capable of also is an important aspect of churn reduction strategy. Online Training Course. The online training course can be taken by both your existing employees and new sales team members. If anything, loyalty programs are soaring.

Strategy 98

Strategy Loyalty Programs Customers Loyalty 98

Currency Alliance

MAY 9, 2022

Loyalty programs are supposed to enable tailored and targeted forms of customer engagement, via the ability to learn more about the customer in each interaction. One of the unusual characteristics of the loyalty industry is that over 20 years, tens of thousands of unique loyalty program management systems have been deployed.

Loyalty 52

Loyalty Technology Loyalty Programs Multi-Channel 52

Currency Alliance

OCTOBER 27, 2017

We recognize that these are difficult times for merchants managing loyalty programs. What’s more, a lot of customers only have small amounts of loyalty currency in each program they’re a member of – so they have trouble seeing how they can get to meaningful rewards (which produces apathy).

Loyalty 49

Loyalty Loyalty Programs Airlines Brands 49

Currency Alliance

OCTOBER 27, 2017

Unfortunately, the customer loyalty sector has not kept pace. Most loyalty programs still retain largely the same design as 20 years ago. The key to getting customers once again actively involved in loyalty program participation is through providing greater liquidity.

Loyalty 45

Loyalty Customer Engagement Engagement Loyalty Programs 45

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