Experience Investigators by 360Connext

NOVEMBER 17, 2020

” Of course, I was proud of my kids for being polite. We know that building loyalty requires more positive interactions than negative ones. While it’s great to send personal notes, of course, it’s possible to get creative. I love this example from Southwest Airlines. Thank you for the thank yous!

How To 372

How To Airlines Social Media Tips 372

Currency Alliance

JUNE 1, 2020

This isn’t just a casual observation, but a sign of a widespread consumer trend which every loyalty marketer should be thinking about. Of course, after decades of increasingly easy and affordable travel, no consumer’s ambitions will stop with an ice-cream cone. One year ago, there might have been 2 people in 50.

Loyalty 72

Loyalty Consumers Marketing Loyalty Programs 72

Experience Investigators by 360Connext

NOVEMBER 22, 2022

” Of course, I was proud of my kids for being polite. We know that building loyalty requires more positive interactions than negative ones. While it’s great to send personal notes, of course, it’s possible to get creative. I love this example from Southwest Airlines. Thank you for the thank yous!

How To 143

How To Airlines Social Media Tips 143

Experience Investigators by 360Connext

JANUARY 8, 2018

And of course, don’t forget to educate the executives and employees throughout your organization! They are silently chipping away at your customers’ loyalty RIGHT NOW while you chase after that elusive “WOW” experience. Airlines have long practiced “re-accommodating” ticketed passengers.

Customer Journeys 273

Customer Journeys Airlines Social Media Banking 273

Lumoa

JUNE 14, 2023

When it comes to gauging customer sentiment and loyalty, few metrics enjoy such widespread acclaim as the Net Promoter Score (NPS). Moreover, at least two-thirds of Fortune 1000 companies pore over their NPS results religiously, using the metric as a barometer of customer satisfaction and loyalty.

NPS 208

NPS Effort Score Customer Centricity Loyalty 208

GetFeedback

JANUARY 12, 2020

What’s behind the improved performance is what some call the “loyalty effect.” Great experiences lead to higher levels of customer loyalty which, over time, not only increases revenue growth but also reduces costs. . Yes, of course, you should resolve issues of “broken promises” if at all possible. The product failed.

Customer Journeys 221

Customer Journeys How To Touchpoint Airlines 221

Calabrio

OCTOBER 19, 2022

This year’s theme was “Power Up,” and little did we know how fitting this theme would be, after Hurricane Ian changed course. Brand Guardianship Is Key to Consumer Loyalty. The State of the Contact Center Report 2022 revealed that consumer loyalty is fleeting which directly impacts brand revenue.

Connections 147

Connections Contact Center Analytics Travel 147

Beyond Philosophy

SEPTEMBER 23, 2021

His new book, I’ll Be Back: How to Get Customers to Come Back Again and Again , has some fantastic ideas on building customer loyalty. . I like this, of course, because I am always talking about the difference between what people say and what people do. However, the airline was proactive and made me feel special.

Airlines 109

Airlines Net Promoter Score Self Service Comparison 109

ijgolding

SEPTEMBER 18, 2014

These words were posted on Irish airline Aer Lingus’s Facebook page on the 17th September (2 days ago): It unfortunately has had to come to this. Unfortunately their plans this year were completely thrown off course when in July after a series of tests my dad, William, was diagnosed with cancer. is non-refundable.

Airlines 211

Airlines Travel Social Media Course 211

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. Brilliantly, Voxi has spun this very feature into a loyalty driver.

Loyalty 52

Loyalty Innovation Travel Loyalty Programs 52

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

Customer Bliss

MAY 15, 2019

Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done. Today’s video is an excerpt from my online course , inspired by my book, Would You Do That To Your Mother? Click here to learn more about the course and enroll. .

Case Study 164

Case Study Chief Customer Officer Video Course 164

Beyond Philosophy

JUNE 1, 2015

And, what is the impact of loyalty programs on enterprise profitability? Overall, companies with loyalty programs have grown at about the same rate as companies without them; but there is variance in performance value among industries. Key among these are: Integrate Loyalty Into the Full Experience. Michael Lowenstein, Ph.D.,

Loyalty Programs 60

Loyalty Programs Loyalty Airlines Hotels 60

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

Peter Lavers

JULY 3, 2018

Like many people I’m a member of many loyalty programmes – from grocery retail through to airline frequent flyer clubs. I recently received two very similar direct mail offers from major retailers that got me thinking about the strengths and weaknesses of loyalty programmes. Do loyalty programmes work? Don’t work at what?

Retail 40

Retail Loyalty Airlines Marketing 40

Retently

MARCH 23, 2023

There are two lessons here for businesses aiming to improve retention, increase customer satisfaction, and foster loyalty. The average NPS dropped from 40 to 22 over the course of two years, and from approximately 27 to just 11 for credit card providers. First, poor service can and will hurt your customer relationships.

Net Promoter Score 113

Net Promoter Score Company NPS Effort Score 113

Beyond Philosophy

OCTOBER 29, 2020

Changing the culture within your organization is vital if you want to deliver a Customer Experience that fosters customer loyalty and retention. I was with a big corporate telecom at the time, and we went on a training course for Total Quality Management. Culture change is not easy. Which leads me to…. Rule #5: Lead from the top.

Culture 167

Culture Airlines Call Center Customer Centricity 167

Currency Alliance

JUNE 11, 2019

“Extra” was a 4% interest rate which earned the average working family £100-200 a year – the kind of value you can earn from a supermarket loyalty card. In legacy banking loyalty models, these customers are instead prone to disloyalty in exchange for tiny rewards, and likely to be of very poor lifetime value (LTV) to your business.

Banking 40

Banking Loyalty Consumers Loyalty Programs 40

NetBase

APRIL 14, 2020

People are talking about travel – and it’s not all about boycotts or travel bans, which of course makes for salacious news in and of itself. It seems the travel industry is in the news constantly these days, as consumers dispute everything from airline fees to cruise ship nightmares. People Love to Travel.

Travel 81

Travel Airlines Social Media Consumers 81

Pretium Solutions

OCTOBER 26, 2011

The word loyalty is thrown around quite a bit inside the customer service world today. Numerous books and scores of articles have been written and blogs posted about the importance and relevance of customer loyalty , as compared to customer satisfaction , and that there is actually little relationship between the two. Probably not.

Loyalty 40

Loyalty Airlines Effort Score Loyalty Programs 40

Pretium Solutions

OCTOBER 26, 2011

The word loyalty is thrown around quite a bit inside the customer service world today. Numerous books and scores of articles have been written and blogs posted about the importance and relevance of customer loyalty , as compared to customer satisfaction , and that there is actually little relationship between the two. Probably not.

Loyalty 40

Loyalty Airlines Effort Score Loyalty Programs 40

Pretium Solutions

OCTOBER 26, 2011

The word loyalty is thrown around quite a bit inside the customer service world today. Numerous books and scores of articles have been written and blogs posted about the importance and relevance of customer loyalty , as compared to customer satisfaction , and that there is actually little relationship between the two. Probably not.

Loyalty 40

Loyalty Airlines Effort Score Loyalty Programs 40

Magellan Solutions

OCTOBER 28, 2021

Singapore Airlines partnering with AOE integrated airports and shopping malls. Believe it or not, aviation companies like Singapore Airlines can create a customer-centric omni experience. . The airlines partnered with AOE integrated airports and shopping malls for airport solutions. Sephora and their Beauty Bag accounts.

Omni-Channel 52

Omni-Channel Contact Center Airlines Marketing 52

ShepHyken

OCTOBER 12, 2020

The author includes five customer loyalty strategies, the first one being empathy. Four proven ways to foster stronger customer loyalty by Liem Viet Ngo. UNSW Business School) Managers and marketers who want to boost customer loyalty post-COVID-19 should focus on four key areas, according to UNSW Business School research.

Customer Service 79

Customer Service Loyalty Airlines Meeting 79

Experience Investigators by 360Connext

JULY 15, 2015

This brings to mind the online obstacle courses that derail the customer journey with redundant steps or unusual registration requirements, but what about the offline experiences that can be just as ridiculous? Assume that customers will always be loyal, for loyalty’s sake. Skills don’t create customer loyalty. People do.

Customer Experience 110

Customer Experience Airlines Loyalty Social Media 110

Horizon CX

JANUARY 6, 2020

When visiting amusement parks, roller-coasters in general never really drew me in and of course the “tower of terror” would have been completely out of the question. I had a total of nine bosses over the course of 17 years—that’s about one new boss every two years where I had to prove my value and worth repeatedly.

Airlines 100

Airlines Course Management Survey 100

C3Centricity

OCTOBER 22, 2020

Both of these trends have been further exacerbated by the pandemic of course. Retailers need it to deliver products of course, but we all seem to have become data mad! I almost fell for this one, but was so disappointed, as it is from the website of my favourite airline, Swiss. I don’t even think so. Let me show you.

Retail 218

Retail Advertising Course Survey 218

Michel Falcon Experience

APRIL 2, 2020

Of course, things such as Covid-19 and a recession can cause this too. The airline industry took years to return to it’s regular operating levels after 9/11. Group 1 is your most loyal team member but don’t assume that blind loyalty is a good thing. Many things can cause a team to be dismantled. Think About Your Labour Forecast.

How To 158

How To Groups Airlines Leadership 158

Michelli Experience

AUGUST 26, 2016

As hard as this may be to believe, I think the airline industry is actually on the cusp of using technology in a forward thinking way that reflects the “best of times and the age of wisdom.” Over the course of about 120 seconds, Sophia and her creators suggest she will be our friend while also suggesting she will destroy humans.

Technology 100

Technology Customer Experience Airlines Customers 100

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. Of course, like most business people, likely any Amex carrying person, I have other cards.

Airlines 100

Airlines Travel Customer Experience Advertising 100

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. ” The above events are real.

Net Promoter Score 130

Net Promoter Score Survey System Retail 130

SurveySparrow

JUNE 20, 2023

A positive customer service experience plays a crucial role in building customer loyalty and fostering long-term business relationships. Regular refresher courses can help keep these skills sharp. Hence, this personalized touch helps foster a sense of belonging and loyalty among their customers.

Examples 52

Examples Customer Service Customer Experience Exceptional Customer Service 52

Currency Alliance

MARCH 24, 2020

Currency Alliance is offering fee-free exchanges of loyalty currencies, between travel and non-travel brands, for the next six months. 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.

Travel 40

Travel Loyalty Programs Airlines Hotels 40

NetBase

FEBRUARY 7, 2020

And it has consumers and investors talking, while creating a host of opportunities for the airline. based airline to set this goal, though UK-based EasyJet threw its hat in the ‘carbon neutral ring’ first , this past November. Social listening reveals all. Carbon Neutral Business Impact. JetBlue is the first U.S.-based

Consumers 67

Consumers Airlines Trends Social Media 67

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

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. My points even expired in most of them.

Case Study 45

Case Study Study Airlines Hotels 45

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