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

Strativity

JANUARY 6, 2023

In the travel space, for example, you can book a flight on American Airlines and earn points for Hyatt hotels. Behavioral changes that used to unfold over the course of a decade now happen in a matter of months. Some industries are already doing this well. Seek connection, not perfection. Seek connection, not perfection.

Brands 52

Brands Apparel Airlines Hotels 52

Currency Alliance

MAY 20, 2024

Consumers used to show loyalty to their main bank more or less by default. Back in 2017, when interchange fees were slashed by the European Union, most banks’ response was to simply to give up on their loyalty program; this was lazy and a huge strategic mistake.

Banking 52

Banking Loyalty Loyalty Programs Ecommerce 52

Kerry Bodine

JUNE 5, 2019

John Lewis, LATAM Airlines, Nestlé, Barclays and British Gas each had 6. What are best practices for measuring ROI when making improvements to the customer journey? Of course, to show ROI, you then need to: Fix what’s broken. build customer loyalty) and to attract new customers. Combining multiple types of data.

Customer Journeys 136

Customer Journeys Management Touchpoint Banking 136

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

Kerry Bodine

JUNE 5, 2019

John Lewis, LATAM Airlines, Nestlé, Barclays and British Gas each had 6. What are best practices for measuring ROI when making improvements to the customer journey? Of course, to show ROI, you then need to: Fix what’s broken. build customer loyalty) and to attract new customers. Combining multiple types of data.

Customer Journeys 120

Customer Journeys Management Touchpoint Banking 120

Kerry Bodine

JUNE 5, 2019

John Lewis, LATAM Airlines, Nestlé, Barclays and British Gas each had 6. What are best practices for measuring ROI when making improvements to the customer journey? Of course, to show ROI, you then need to: Fix what’s broken. build customer loyalty) and to attract new customers. Combining multiple types of data.

Customer Journeys 120

Customer Journeys Management Touchpoint Banking 120

Michel Falcon Experience

OCTOBER 23, 2014

Southwest Airlines taught me that you must first begin with your employee’s experience. I also know that onboarding employees (how your employees are welcomed to your organization once they’re hired) will increase employee retention and loyalty. As of today, the entire module course will be $999.99 January 2015.

Course 154

Course Training Competitive Advantage Customer Retention 154

Beyond Philosophy

APRIL 15, 2019

Singapore Airlines, which has been consistently voted one of the top airlines in the world, has a strong customer service culture. Add to it that leadership also wants to have an ROI. And of course, the ten best practices will help your efforts also. Essential Considerations for Your Customer Service Culture.

Culture 114

Culture Customer Service Leadership Airlines 114

ECXO

APRIL 13, 2023

Experiences rooted in great design and emotional connections, which drive adoption, loyalty and advocacy. Of course, in B2B digital payment is preferred with IBAN and wire transfers. However, there is also an opportunity here for companies to develop tailored customer experiences that resonate with domestic and international customers.

Culture 52

Culture Customer Experience B2B B2C 52

BirdEye

APRIL 3, 2023

Rollin King, a businessman in the airline industry, saw this need and recognized the success of another airline, Pacific Southwest Airlines. The result was Southwest Airlines. Remember, investors are interested in their return on investment (ROI), first and foremost. An outline for a business plan can be simple.

Examples 52

Examples How To Financial Analysis 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

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. Evolution of businesses’ CX functions.

Loyalty 59

Loyalty Customer Engagement Engagement Airlines 59

Currency Alliance

NOVEMBER 4, 2022

This fee is commonly how financial services brands have funded their loyalty rewards for at least the past decade. Of course, this has happened before in other jurisdictions. Within one year, over 100 bank-sponsored loyalty programs in Europe disappeared. Rationalizing loyalty ROI vs other marketing channels.

Loyalty 52

Loyalty Marketing Loyalty Programs Banking 52

Qualtrics

MAY 22, 2019

You Have To Go And Earn Loyalty’. And so it’s deliberateness, it’s uniting and it’s being clear about your purpose in improving lives and then taking the actions to get that right and staying the course. You’ve got to earn it too — you can’t just go get loyalty. This isn’t a one and done.

Chief Customer Officer 40

Chief Customer Officer ROI Leadership Airlines 40

Currency Alliance

DECEMBER 20, 2022

Some brands will do this in 2023, but actually, the loyalty & marketing industries have learned from recent experience that this costs you money in the long run. So, while the major loyalty trends for 2023 will be oriented around cost control, this will be accompanied by refocusing investment where it’s most profitable.

Loyalty 52

Loyalty Trends Innovation Loyalty Programs 52

Comm100

JANUARY 14, 2016

Nevertheless, if your aim is to ultimately increase brand loyalty, customer satisfaction, and sales revenues, then it is crucial for you to first improve the quality and efficiency of your company’s customer service and sales support. Of course, one of those channels is social media. Conclusion.

Omni-Channel 0

Omni-Channel Trends Self Service Customer Service 0

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

Currency Alliance

NOVEMBER 16, 2021

Flexibility around loyalty redemptions is crucial to creating meaningful value for every customer. This is really important, because the lifetime value of a customer that reaches a reward soon after joining a loyalty program, or if one sees they are making good progress towards something aspirational, is typically dozens of times higher.

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. This is really important, because the lifetime value of a customer that reaches a reward soon after joining a loyalty program, or if one sees they are making good progress towards something aspirational, is typically dozens of times higher.

Loyalty 52

Loyalty Loyalty Programs Ecommerce Touchpoint 52

Currency Alliance

DECEMBER 17, 2019

This is the blog version of our Loyalty Strategy Guide 2020. For a more engaging read, click here to Currency Alliance Loyalty Strategy Guide 2020. There was a mix of good and bad, for loyalty in 2019. The widespread devaluation of loyalty currencies during the past few years brings this into sharp focus.

Loyalty 64

Loyalty Strategy Loyalty Programs Travel 64

Currency Alliance

OCTOBER 4, 2023

Recognizing loyalty program members at the Point of Sale (POS) has been challenging for over 30 years. Large brands with their own loyalty program typically invest heavily to integrate the loyalty platform into one or more POSs, but for smaller and medium-sized companies, this is often out of reach in terms of cost and technical complexity.

Loyalty 59

Loyalty Loyalty Programs Retail Banking 59

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. source aspirational redemption options at better cost, so the value of your loyalty currency is magnified. Not every loyalty program seems to appreciate this.

Loyalty Programs 52

Loyalty Programs Loyalty Hotels Travel 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. Businesses, their markets, and customer behavior have evolved dramatically in the past 10 years, yet most loyalty programs have only made incremental changes (in some cases to the detriment of customers). A little more context.

Loyalty 45

Loyalty Strategy Loyalty Programs Hotels 45

Elevio

APRIL 12, 2017

In a personal experience, I remember being super annoyed with a certain airline that I called and immediately said, “Can I speak with someone who has the authority to solve my problem?” How do you measure the ROI of customer service, as well as customer happiness? Connect the customer with someone who can solve the problem.

Effort Score 40

Effort Score Airlines Measurement Brands 40

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. Loyalty marketing has always existed as a primary method for building direct relationships with your customers. The functionality in loyalty systems is being broken up.

Loyalty 52

Loyalty Trends Loyalty Programs Travel 52

Currency Alliance

OCTOBER 29, 2019

The following quote baffles my mind: According to IRI Worldwide, 74% of consumers globally choose a store based on its effective loyalty programme.[i]. 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? The answer is simple.

Loyalty 40

Loyalty Loyalty Programs How To Hotels 40

Currency Alliance

NOVEMBER 14, 2019

The overarching loyalty trend of 2020 will continue to be brands getting to grips with digital transformation. If that sounds like loyalty is late to the party, that’s not necessarily a bad thing. 2020, however, seems likely to be the year in which stars align for a more profitable, productive and open future for loyalty.

Loyalty 40

Loyalty Trends Loyalty Programs Hotels 40

Storyminers

JULY 6, 2020

She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. Evan has completed assignments for marquee clients such as American Express, Southwest Airlines, FM Global, IBM, Dupont, BlackRock, E*Trade, etc.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. Evan has completed assignments for marquee clients such as American Express, Southwest Airlines, FM Global, IBM, Dupont, BlackRock, E*Trade, etc.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Currency Alliance

OCTOBER 27, 2017

We have seen tremendous change across many industries during the past 40-50 years, and these changes can help predict the next evolution in the loyalty sector. Unfortunately, the customer loyalty sector has not kept pace. Most loyalty programs still retain largely the same design as 20 years ago.

Loyalty 45

Loyalty Customer Engagement Engagement Loyalty Programs 45

QuestionPro Audience

AUGUST 28, 2017

We will walk you through customer journey mapping and best practices and present alongside a case study with Emirates Airlines. David: Emirates is the most profitable airline. These papers are from large research organizations such as HBR and Forrester who have proven the CX value in terms of ROI. 3 months after a sale?

Customer Journeys 150

Customer Journeys Touchpoint Airlines Metrics 150

Kitewheel

MARCH 25, 2019

Identifying customer pain points isn’t easy – VoC data only reflects those customers willing to fill out your surveys and is difficult to use for immediate experience course correction. Filling these gaps will have quick value and drive customer loyalty. Measure ROI across interactions.

ROI 76

ROI Hotels Customer Journeys Retail 76

Currency Alliance

SEPTEMBER 17, 2019

In this new content series, we show what a world-beating loyalty program would look like in four different sectors, and discuss the brands currently showing the potential to build that ‘world-beating’ program. are now ripe for inclusion in loyalty coalitions. are now ripe for inclusion in loyalty coalitions.

Loyalty Programs 40

Loyalty Programs Travel Loyalty Airlines 40

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

Pointillist

MAY 23, 2018

This often leads to misleading results, as customers may rate an individual interaction highly yet be unhappy over the course of an entire journey. How to Maximize Your Journey Analytics ROI. Deeper insights into these customers’ journeys helped the airline avoid their pain points and improve customer experience.

Customer Journeys 90

Customer Journeys Analytics How To Touchpoint 90

Comm100

FEBRUARY 6, 2018

Astute has specific CRM solutions for the industries such as the restaurant industry (McDonalds, Domino’s, and Buffalo Wild Wings use this CRM), the airline industry (serving British Airways and Aer Lingus), the CPG – or consumer packed goods — industry (McCormick and Co., Bush Brothers and Company, and Land O’Lakes use this CRM), and more.

Software 105

Software Customer Engagement Engagement Omni-Channel 105