Kerry Bodine

JUNE 5, 2019

We use awareness, consideration, evaluation, conversion as the phases of the journey and connect to relevant touchpoints/marketing mixes. John Lewis, LATAM Airlines, Nestlé, Barclays and British Gas each had 6. What is the best or most common way to determine the health of your customer touchpoints?

Customer Journeys 120

Customer Journeys Management Touchpoint Banking 120

Kerry Bodine

JUNE 5, 2019

We use awareness, consideration, evaluation, conversion as the phases of the journey and connect to relevant touchpoints/marketing mixes. John Lewis, LATAM Airlines, Nestlé, Barclays and British Gas each had 6. What is the best or most common way to determine the health of your customer touchpoints?

Customer Journeys 120

Customer Journeys Management Touchpoint Banking 120

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

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

Qualtrics

JUNE 21, 2019

Polishing every touchpoint between company and customer is key. Pointing to the example of Prego opening up the spaghetti sauce to a new palette, Malcolm Gladwell emphasizes keenly that success lies in catering to the individual, which, of course, tends to have universal application. Watch on YouTube here. Watch on YouTube here.

Customer Experience Professionals 52

Customer Experience Professionals Video Customer Experience Touchpoint 52

Beyond Philosophy

FEBRUARY 5, 2015

They understand that delivering on the tangible and functional elements of value are just table stakes, and that connecting, and having an emotionally-based relationship with customers are keys to leveraging loyalty, advocacy, and brand-bonding behavior. Southwest Airlines could offer first-class seating, but they don’t.

CEM 60

CEM Omni-Channel Training Customer Experience 60

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

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

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 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

InteractionMetrics

OCTOBER 16, 2023

Note that often CX is defined ONLY as the touchpoints a customer has with a company. Of course not. Alaska Airlines once sent me a 94-question survey. But that leaves out the all-important fact that no company is an island, and experiences will always be judged in relation to a constellation of influences. Don’t do that!

Customer Experience 52

Customer Experience Effort Score Survey Net Promoter Score 52

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

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

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

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

ProProfs Chat

DECEMBER 23, 2019

Of course, they do. With several avenues of customer touchpoints, pinning them down can be tricky. Your monitoring should not be just restricted to your website touchpoints only. And that’s exactly what you see from Southwest Airlines, consistently ranking as one of the best employers to work for.

Customer Centricity 96

Customer Centricity Customer Journeys Effort Score Knowledge Base 96

Smith+co CX

JANUARY 30, 2018

I exaggerate of course, there are innovative brands like Amazon, MetroBank, Lush, Lego, CitizenM and many others that do ‘get’ customer experience and the need to take bold decisions to differentiate their offers. How does this change to the product deliver on their purpose of ‘To Fly To Serve’ or their positioning as a quality airline?

Culture 28

Culture Leadership Airlines Brands 28

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. We also tend to trust companies less and are overwhelmed with information coming at us via multiple channels – 24/7 – so deploying solutions that help customers save time is key across every touchpoint.

Loyalty 52

Loyalty Trends Loyalty Programs Travel 52

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

Currency Alliance

JUNE 19, 2019

This was my second year on the judging panel at the Loyalty Magazine Awards. Gamification and personalization have come on leaps and bounds in loyalty to supplement points and rewards. Points are perceived by customers as a kind of currency; underperforming loyalty brands, equally, prioritize this purely transactional insight.

Loyalty 49

Loyalty Loyalty Programs Gamification Airlines 49

Currency Alliance

MAY 19, 2021

Modifying legacy loyalty technology, to enable consistent and relevant engagement across the expanding number of customer-facing platforms, is becoming cost-prohibitive. If you want a more technical description of headless loyalty, read our previous article on the topic here. This article has three sections.

Loyalty 52

Loyalty Touchpoint Loyalty Programs Social Media 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

MAY 9, 2019

Of course, until a few years ago, there was no “mobility sector”. Enter: loyalty marketing. In 3-5 years’ time, the market leaders will have emerged, so now is the moment to include loyalty mechanics to get the upper-hand. Building such habits is precisely what loyalty programs do. . It was a profitable discovery.

Loyalty 56

Loyalty Strategy Loyalty Programs Airlines 56

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. Customer Experience is a blend of a company’s rational performance and the emotions evoked in all the interactions with the customer, across all touchpoints. We usually start off with a single touchpoint.

Customer Journeys 150

Customer Journeys Touchpoint Airlines Metrics 150

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

Currency Alliance

MARCH 21, 2019

Loyalty systems were some of the first marketing technology, dating back 35 years. Making the same progress in loyalty has been much more difficult. The typical incumbent loyalty technology platform comprises five core modules: CRM/Analytics Platform. Loyalty Rules Engine. Now, these legacy systems are showing the strain.

Loyalty 58

Loyalty Banking Loyalty Programs CRM 58

GetFeedback

JANUARY 6, 2020

Winning CX initiatives–those achieving tangible benefits or a competitive edge–tend to include more stages (also known as touchpoints) in journey maps. These can serve as planning tools for marketing, sales, customer service, and, of course, CX professionals. To answer my rhetorical question, of course not.

Customer Journeys 195

Customer Journeys B2C B2B Social Media 195

Beyond Philosophy

JUNE 4, 2015

They understand that delivering on the tangible and functional elements of value are just table stakes, and that really connecting, and having an emotionally-based relationship, with customers is the key to leveraging loyalty and advocacy behavior. Companies need to focus on the touchpoints which are most influential.

Financial 60

Financial Omni-Channel Airlines Multi-Channel 60

ProProfs Chat

AUGUST 19, 2020

Here is a quick recap: Right before an overbooked United Express flight took off on April 9, 2017, airplane staff were recorded manhandling and forcibly removing passengers to make room for airline employees. . Now, it would be wrong to say that such a big airline company did not have a devised structure of customer service policies.

Policies 105

Policies Customer Service How To Guidelines 105

Pointillist

MAY 23, 2018

Forrester defines customer journey analytics is “an analytics practice that combines quantitative and qualitative data to analyze customer behaviors and motivations across touchpoints and over time to optimize customer interactions and predict future behavior.”. Uncover behavioral segments.

Customer Journeys 90

Customer Journeys Analytics How To Touchpoint 90

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. Still, VoC is a useful tool for some contexts.

ROI 76

ROI Hotels Customer Journeys Retail 76

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

Retently

APRIL 11, 2019

Tracks loyalty towards brand. Email surveys measure customer loyalty towards your whole company and would not be influenced by recent experiences with a specific aspect of your business, as in the case of in-app surveys. That’s in direct contrast with what NPS measures: the loyalty that exists between the company and its customers.

NPS 95

NPS Survey Multi-Channel Chatbots 95

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