Currency Alliance

JUNE 16, 2020

As more holistic marketing initiatives, loyalty mechanics were harnessed to drive and measure engagement across channels, and across many more customer touchpoints. Such an approach is going to be all the more important now that airlines’ and hotel chains’ budgets seem likely to be heavily restricted for a couple of years.

Loyalty 52

Loyalty Innovation Travel Loyalty Programs 52

CSM Magazine

MAY 19, 2023

At its core, customer experience engineering seeks to ensure that every touchpoint a customer has with a company leaves a positive and lasting impression. Consistency Consistency is vital for delivering a cohesive customer experience across multiple touchpoints.

Customer Journeys 52

Customer Journeys Customer Experience Net Promoter Score Effort Score 52

Currency Alliance

NOVEMBER 16, 2021

In such an ecosystem, customers can burn at any touchpoint, with any partner, and a team member can enable new redemption options with a few clicks of a mouse and no dependency on the IT department or a vendor. Airlines and hotel groups are masters at this. Burn touchpoints in a redemption ecosystem.

Loyalty 52

Loyalty Loyalty Programs Ecommerce Touchpoint 52

Currency Alliance

NOVEMBER 16, 2021

In such an ecosystem, customers can burn at any touchpoint, with any partner, and a team member can enable new redemption options with a few clicks of a mouse and no dependency on the IT department or a vendor. Airlines and hotel groups are masters at this. Burn touchpoints in a redemption ecosystem.

Loyalty 52

Loyalty Loyalty Programs Ecommerce Touchpoint 52

Currency Alliance

DECEMBER 4, 2023

Airlines should take note of this, as their extremely successful programs over the past decade will be under threat going forward if they don’t realign with the partners who have contributed to their success. Composable systems also make it much easier to accept points value as the method of payment.

Loyalty 59

Loyalty Trends Data Marketing 59

Currency Alliance

DECEMBER 17, 2019

Top priorities remain: getting all your customer data in one enterprise CRM. incentivizing more touchpoints so that you can build emotional loyalty. Double-down on getting all customer data into a single enterprise CRM, so that you can…. >Data collection: integrate more touchpoints. MASTER YOUR CUSTOMER DATA.

Loyalty 64

Loyalty Strategy Loyalty Programs Travel 64

Currency Alliance

FEBRUARY 26, 2019

Emotional loyalty: add incentives along many touchpoints in customer journeys. Furthermore, given the historically high entry costs to deploy a comprehensive loyalty system, faster payback is often found among many of those other marketing disciplines cited by Gartner. Define the strategy. Evaluate Resources.

Loyalty 45

Loyalty Strategy Loyalty Programs Hotels 45

Currency Alliance

MAY 19, 2021

The only efficient path forward is to put headless technology in front of your legacy systems – or, to migrate altogether. Less-technical businesspeople may only care about loyalty technology to the degree that it serves two key objectives: Delivering a consistently good brand experience across all customer touchpoints.

Loyalty 52

Loyalty Touchpoint Loyalty Programs Social Media 52

Comm100

DECEMBER 22, 2016

However with an omni-channel system, these customer service channels are not as segregated. Instead, you can think of them as touchpoints on a single, highly effective channel, which gives customers a seamless experience across devices and platforms. Third Party Messaging Support Will Win You Fans.

Omni-Channel 80

Omni-Channel Trends Multi-Channel Customer Service 80

Currency Alliance

MARCH 30, 2022

Heads of loyalty should take responsibility for extending their department’s reach into other business functions, including working towards the sharing of data and systems to produce a unified understanding of the customer. I believe those indirect costs could fall to 25% by replacing legacy systems with best-in-class microservices.

Loyalty 52

Loyalty Loyalty Programs Resources Airlines 52

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

SurveySparrow

JULY 3, 2021

When each touchpoint shows customers that you care about their time, money, and overall experience, your brand will be more efficient at driving loyalty and inspiring customers to share their positive experiences with others. Your POS system is outdated. Companies should understand them and their needs at every touchpoint.

Brands 59

Brands Customer Experience Customer Journeys Social Media 59

Currency Alliance

NOVEMBER 17, 2020

2021 will be another year in the long-term journey to become customer-centric, balance the economics of loyalty programs to deliver more value to customers, and ensure the right systems are in place to reduce dependencies on the IT department or vendors. The functionality in loyalty systems is being broken up.

Loyalty 52

Loyalty Trends Loyalty Programs Travel 52

Currency Alliance

NOVEMBER 14, 2019

Airlines will spend a good portion of 2020 proving that their programs are fundamental to minimizing the environmental impact as the industry grows. At the Loyalty Surgery this year, IBM’s Greg Land said that their modern martech trial at Malaysia Airlines performed extremely well, delivering a 43% improvement in ROI.

Loyalty 40

Loyalty Trends Loyalty Programs Hotels 40

Currency Alliance

JUNE 19, 2019

More enlightened marketers, on the other hand, see points as a way to keep score of customer actions at many different touchpoints along complex customer journeys. Collecting data at more touchpoints is very useful. Asia Miles, the loyalty program of Cathay Pacific airline group, teamed up with Accenture to do just this.

Loyalty 49

Loyalty Loyalty Programs Gamification Airlines 49

CSM Magazine

MARCH 31, 2020

The chatbot is able to update the customer’s information within the accounts system, just like an agent would. But it only works when you design your chatbot in line with real use cases, trained on your real customer service data, and connected to your real systems. Remember: your customers will use your chatbot touchpoint a lot.

Chatbots 72

Chatbots Contact Center Travel Customer Journeys 72

Currency Alliance

MARCH 21, 2019

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

Loyalty 58

Loyalty Banking Loyalty Programs CRM 58

Currency Alliance

DECEMBER 13, 2018

Currency Alliance has often chided crude percentage-based rewards systems as a waste of marketing budget. This should happen across touchpoints: social engagement, reviews, referrals, etc. Cendyn, a hospitality CRM provider, claims to have helped Greystone Hotels achieve a 200% improvement on CRM campaign revenue. “By

Loyalty 45

Loyalty Trends Loyalty Programs Rewards Programs 45

Currency Alliance

MAY 9, 2019

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. In fact, many airlines make more money from their loyalty programs than they do from ticket sales. It was a profitable discovery.

Loyalty 56

Loyalty Strategy Loyalty Programs Airlines 56

SurveySparrow

FEBRUARY 3, 2019

It can be defined as the sum of all interactions and touchpoints between you and the customer. Tracking and analyzing all the touchpoints and interactions is not an easy job. It helps you to engage everyone in a relentless effort to improve the system. Customer Service. They are not the same. SurveyMonkey.

Software 75

Software Customer Experience NPS Survey 75

Currency Alliance

OCTOBER 29, 2019

At a business level, this is because they breed short-sighted reporting, drawing undue attention to the immediate transactional relationship, rather than the long-term value of a customer relationship across multiple touchpoints. Second, emotional loyalty involves rewarding your customers for many more touchpoints than just purchases.

Loyalty 40

Loyalty Loyalty Programs How To Hotels 40

Pointillist

JUNE 15, 2018

Different customers will have different experiences and you will visually be able to see each one, the various touchpoints encountered and the actions taken from there. They integrate their in-house CRM system, customer support platform and data analytics to build a powerful and rich understanding of their customers. “We

Customer Retention 110

Customer Retention Analytics Loyalty Programs Customer Journeys 110

Currency Alliance

NOVEMBER 14, 2018

Emirates, Etihad, and United Airlines joined the party, adding many more partners. This is what gave rise to the “earn and burn” system: where “burn” partners offer the something extra, whilst the “earn” brand shares in the loyalty that those experiences engender. marcomms integrations across more consumer touchpoints.

Loyalty 45

Loyalty Loyalty Programs Hotels Travel 45

Currency Alliance

APRIL 10, 2021

You might have noticed that several airlines mortgaged their loyalty programs in 2020 for many billions of dollars. On a personal note, I don’t sell loyalty systems or provide consulting services. Massive businesses, such as Kodak and Blockbuster and – recently – some large airlines, have already suffered that fate.

Loyalty 52

Loyalty Marketing Loyalty Programs Touchpoint 52

Currency Alliance

FEBRUARY 10, 2021

You might have noticed that several airlines mortgaged their loyalty programs in 2020 for many billions of dollars. I don’t sell loyalty systems or provide consulting services. Non-purchase touchpoints might include your customers: mentioning your brand in a positive way on social media. Nobody granted those loans on a whim.

Loyalty Programs 52

Loyalty Programs Loyalty How To Touchpoint 52

Comm100

FEBRUARY 6, 2018

Business Seeks Industry-Leading CRM. Business on a Budget Seeks Uncomplicated CRM. Business Seeks Industry-Specific CRM. Company with Reliable CRM Seeks Hassle-Free Live Chat Software. Business Seeks Social Media Software with Integrated Social CRM. Business Seeks Industry-Leading CRM. SalesForce.

Software 105

Software Customer Engagement Engagement Omni-Channel 105