Currency Alliance

APRIL 15, 2024

Many people assume that operating a loyalty program necessarily implies issuing your own loyalty points or miles. Points and miles are a dominant and popular form of loyalty value. Points and miles are a dominant and popular form of loyalty value. For some brands, issuing your own loyalty currency is certainly desirable.

Loyalty Programs 52

Loyalty Programs Loyalty Airlines Banking 52

Customer Bliss

JUNE 28, 2018

Let’s face it: the airline industry is tough. Do you remember how many airlines there were when you were a kid?) To stay ahead of the competition, airlines keep close tabs on customer experience to address flyers’ concerns, preferences, and needs through reports like the recently released J.D.

Airlines 135

Airlines Industry Competitive Advantage Travel 135

ShepHyken

MAY 29, 2023

Top Takeaways: Loyalty programs are used in different industries to attract new customers and retain existing ones. Loyalty programs have now evolved to include enhancing the customer experience. In the recent Achieving Customer Amazement study , 69% of customers say loyalty programs are important to them.

Loyalty 62

Loyalty Loyalty Programs Airlines Hotels 62

Experience Investigators by 360Connext

NOVEMBER 17, 2020

We know that building loyalty requires more positive interactions than negative ones. So let’s get proactive about how we thank customers. To inspire you, here are a few of my favorite examples and ideas around how to do this. I love this example from Southwest Airlines. Five Ways to Thank Customers.

How To 372

How To Airlines Social Media Tips 372

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. . Say you fly on Southwest Airlines and don’t care for their A/B/C boarding scheme with no assigned seats.

Customer Journeys 221

Customer Journeys How To Touchpoint Airlines 221

InMoment XI

OCTOBER 28, 2021

As Jan Carlzon, former CEO of Scandinavian airline SAS, once said, “If you’re not serving the customer, your job is to be serving someone who is.”. Marketing and Sales have to correctly position your products and services, and set proper expectations for how customers can use them and, more importantly, what benefit(s) they will derive.

CRM 493

CRM Airlines Government ROI 493

Experience Investigators by 360Connext

NOVEMBER 22, 2022

We know that building loyalty requires more positive interactions than negative ones. So let’s get proactive about how we thank customers. To inspire you, here are a few of my favorite examples and ideas around how to do this. I love this example from Southwest Airlines. Five Ways to Thank Customers.

How To 143

How To Airlines Social Media Tips 143

Currency Alliance

OCTOBER 12, 2021

Loyalty partnerships with complementary brands are the best way to create additional value, for customers and for your business. Depending on the maturity of your loyalty program, you may already have some program partners, or be a partner in somebody else’s program. How loyalty partners co-create value.

Loyalty 59

Loyalty Loyalty Programs Airlines Travel 59

Currency Alliance

FEBRUARY 20, 2023

This article on the loyalty rules engine is probably the second-most important article I will ever write on loyalty marketing*. It is the most powerful, yet under appreciated module (or tool) in a loyalty marketing stack of software. This would not require much of a rules engine – since your program has no variation.

Loyalty 52

Loyalty Loyalty Programs Social Media ROI 52

Currency Alliance

OCTOBER 12, 2020

About three years ago, I was flying from Barcelona to New York on United Airlines. That type of simple recognition goes a great way in building loyalty with customers. This presentation is about driving customer engagement, and how the loyalty industry is transforming in order to engage with the mid-tail and long-tail customer.

Loyalty 98

Loyalty Marketing Loyalty Programs Banking 98

Beyond Philosophy

JUNE 15, 2018

Airlines Run Mental Accounting Too Often in the Red. This T-Mobile ad is an excellent example of how mental accounting and other costs can affect your customers. The airlines’ industry as a whole is another excellent example of how not to structure your pricing. I wasn’t keen on booking that flight. Money order?

Airlines 144

Airlines How To Guidelines Customer Experience 144

ProProfs Chat

FEBRUARY 13, 2020

Efforts to retain customers, help you formulate effective loyalty programs that your customers enjoy being a part of. Let’s take a look at customer loyalty statistics and observe the various ways that help a business improve and boost customer loyalty. Customer Loyalty Statistics 2020 You Shouldn’t Miss.

Loyalty 109

Loyalty Loyalty Programs Social Media Retail 109

ijgolding

SEPTEMBER 2, 2015

In November 2014, I described Ryanair as ‘the brand we can now learn to love’ Quite frankly, there is so much to write about when you come across a business that provides such an amazing wealth of insight in how to do things WELL and how to do things BADLY!! Love them or hate them, no-one can ignore the hard, simple facts.

Airlines 120

Airlines Travel Financial Customer Experience 120

Clarabridge

OCTOBER 17, 2017

Clarabridge released a report, Customer Experience in the Clouds , last month that looked at the airline industry through the lens of passenger expectations. One of the more surprising findings was that almost three quarters of travellers don’t bother complaining to airlines when things go wrong. This is not good.

Airlines 40

Airlines Feedback Study Hospitality 40

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. Loyalty marketing is a mix of science and art, but in its most basic form, loyalty programs are a value exchange. One year ago, there might have been 2 people in 50.

Loyalty 72

Loyalty Consumers Marketing Loyalty Programs 72

Comm100

NOVEMBER 23, 2016

We all know customer loyalty is the driving engine for a flourishing business. But what is customer loyalty, actually? Customer loyalty is having customers who are committed your company and your products , not just a price point that a competitor can easily emulate. A solid customer loyalty program. A free item?

Loyalty Programs 100

Loyalty Programs Loyalty Rewards Programs Airlines 100

Kerry Bodine

MARCH 18, 2020

Build customer loyalty that will ensure the long-term viability of your business. But a handful of companies have taken the lead over the past few days — and can offer valuable lessons on how to rethink your customer experience in the time of the coronavirus.

Customer Experience 292

Customer Experience Airlines Insurance Travel 292

Kayako

MAY 13, 2022

A customer self-service portal is an important tool for improving customer satisfaction and increasing loyalty. A well-managed customer community can increase customer loyalty and convert some engaged customers to brand evangelists. How to Create a Customer Self-Service Portal. Benefits of Customer Self-Service Portals.

Self Service 275

Self Service Knowledge Base e-support Policies 275

Michel Falcon Experience

APRIL 2, 2020

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. The post How to Rebuild Your Team (5 Steps to Rebound From Temporary Lay Offs) appeared first on Customer Experience Customer Service Keynote Speaker.

How To 158

How To Groups Airlines Leadership 158

GetFeedback

NOVEMBER 25, 2019

Airlines: 73%. Learn how to use the CSAT metric, boost loyalty, and prove the ROI of your efforts. However, when it comes to industry, CSAT varies. . A new list of benchmarks is published each year by ACSI, with minor quarterly updates. . Below is the complete list of the newest CSAT benchmarks. Ambulatory Care: 77%. Banks: 81%.

Customer Satisfaction 293

Customer Satisfaction Industry Effort Score Apparel 293

Think Customers

AUGUST 31, 2020

The importance of customer loyalty and retention can’t be overstated. But what does it mean when the usual factors that drive customer loyalty—product, price, place, and promotion—have been stripped away or nullified? As companies reshape their business strategies, here are 3 predictions for the evolution of customer loyalty.

Loyalty 52

Loyalty Company Net Promoter Score Contact Center 52

Kustomer

APRIL 9, 2020

Listen and subscribe to our podcast: In this episode of Customer Service Secrets , Gabe Larsen is joined by John DiJulius of The DiJulius Group to discuss customer loyalty, growth preparation, and employee management. By keeping the needs of customers at the center of managerial focus, companies will be able to maintain customer loyalty.

Loyalty 59

Loyalty Airlines Leadership Groups 59

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

West Monroe

JULY 5, 2023

Research and data show that trust drives sales and solidifies brand loyalty, making it critical for businesses regardless of external factors—but especially so in today’s tumultuous economic environment. According to research, trust drives results: from top-line growth and bigger spending to brand loyalty. The result?

Technology 52

Technology Airlines Financial Hospitality 52

CSM Magazine

MAY 19, 2021

Customer service expert John Tschohl outlines eleven key steps for successfully remembering and using your customers’ names to create memorable customer experiences, passion and loyalty. Delta Airlines, Amazon and Apple. Ask customers to remind you how to pronounce their name. All three are customer service role models.

Loyalty 59

Loyalty Airlines Training Tips 59

inmoment

AUGUST 27, 2020

Keeping commitments is much easier said than done, but customer loyalty lives and dies by companies’ ability to follow through. Succeed, and the brand generates loyalty and retention. So, how can brands avoid breaking promises? Delivering promises is one of the most important things a brand must do for its customers.

Brands 52

Brands How To Airlines Loyalty 52

BirdEye

APRIL 3, 2023

In this article, we’ll share strategies and tips on how to write a business plan that will help launch your new business in the right direction. 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.

Examples 52

Examples How To Financial Analysis 52

Experience Investigators by 360Connext

JANUARY 8, 2018

They are silently chipping away at your customers’ loyalty RIGHT NOW while you chase after that elusive “WOW” experience. How can you find those unstable parts of the journey and level them out for your customers, before you get carried away with bigger goals? You may not know HOW to fix them.

Customer Journeys 273

Customer Journeys Airlines Social Media Banking 273

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. . The flight attendant told me the airline was canceling the flight and wanted to let me know first because I had so many miles with the airline.

Airlines 109

Airlines Net Promoter Score Self Service Comparison 109

ProProfs Chat

DECEMBER 22, 2019

With the ever-changing scenario of business globalization, companies are thriving hard to retain their brand’s loyalty by creating cutting-edge product sales strategies. And proactive customer support is the prime reason which can ace up the customer retention rate, which eventually boosts brand loyalty in return.

Customer Service 101

Customer Service How To Social Media Customer Retention 101

Maru Group

JUNE 5, 2023

Airlines can differentiate their offer through their airport lounges. Airlines can differentiate their offer through their airport lounges. It is a crucial touchpoint on the journey providing an opportunity to drive loyalty through the brand experience. The role of staff is a vital brand touchpoint. Learn more

Airlines 52

Airlines Travel Touchpoint Case Study 52

ShepHyken

DECEMBER 21, 2020

How to Provide the Best Possible Customer Experience? Keep it simple, collect lots of data, personalize the experience, and maintain loyalty… Seems like a formula for success just about every company can use. Airline Customer Service Improved In 2020. Here are my top five picks from last week. by GISuser. Here’s Why.

Customer Service 156

Customer Service Airlines Tips Customer Service Strategies 156

Up Your Service

MAY 3, 2017

Read on… Customer loyalty is a powerful marketing force that travel and hospitality businesses are always chasing. For airlines, hotels, resorts and other companies in the travel and hospitality industry, this presents new challenges in terms of managing their reputation. Turning loyalty members into evangelists.

Hospitality 74

Hospitality Travel Industry Brands 74

Michelli Experience

OCTOBER 12, 2016

For example, had I read about something like Indian airline, IndiGo’s, recent effort to create a “quiet zone” (no children under age 12 in rows 1-4 or 11-14), I would have assumed a well thought out process. Ultimately, the marketplace will determine if “quiet zones” are a positive innovation for the airline traveler or if they are a flop.

Airlines 100

Airlines Travel How To Customer Experience Design 100

LiveChat

JULY 10, 2015

Some people think that customer loyalty is a relic of the past. But does it mean that loyalty sank into the oblivion? But does it mean that loyalty sank into the oblivion? There is only one thing that has changed: the way customer loyalty can be gained. Customer loyalty hack #1: reward your customers. Not at all.

Loyalty 28

Loyalty How To Loyalty Programs Airlines 28

LiveChat

JULY 10, 2015

Some people think that customer loyalty is a relic of the past. But does it mean that loyalty sank into the oblivion? But does it mean that loyalty sank into the oblivion? There is only one thing that has changed: the way customer loyalty can be gained. Customer loyalty hack #1: reward your customers. Not at all.

Loyalty 28

Loyalty How To Loyalty Programs Airlines 28

Kustomer

JANUARY 2, 2024

Here is a collection of some viral customer service moments this year, and how brands can learn from these experiences to improve their offerings and ultimately build trust and loyalty among consumers. Viewers were thrilled to see the brand step in to help Danielle, who shared her gratitude to Stanley for replacing her car.

Customer Service 105

Customer Service Wait Times Airlines Social Media 105