Beyond Philosophy

DECEMBER 14, 2023

Most times, I don’t check other airlines when I need to go somewhere—that is, until my friend mentioned how he flies JetBlue business class for a lot less than Delta. Perhaps all this time, I hadn’t distinguished between loyalty and inertia, either. The rewards program becomes part of the offer.

Loyalty 89

Loyalty Rewards Programs Loyalty Programs Airlines 89

Beyond Philosophy

OCTOBER 7, 2021

However, customer loyalty necessitates thinking long term. The management at Wells Fargo put so much pressure on their team to get their customers to sign up for additional services at the bank that the attitude became “do whatever you have to” to get that new product or service signup. Airlines have this a bit, too.

Loyalty 173

Loyalty Airlines Banking Customers 173

ShepHyken

AUGUST 30, 2019

Manage Your Customer Lifecycle Properly to Maximize Opportunities. To sustain your customer lifetime value, you also need to manage the customer lifecycle. Proper customer lifecycle management means reaching out to customers in the right manner according to their current lifecycle stage. Conclusion.

Loyalty Programs 105

Loyalty Programs Loyalty Lifetime Customer Poor Customer Service 105

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.

Loyalty 59

Loyalty Loyalty Programs Airlines Travel 59

ShepHyken

FEBRUARY 26, 2018

Can awful airline customer service be overridden with AI and analytics? tnooz) After the debacles that occurred within domestic air travel in 2017, it’s clear airlines need to look carefully at their customer service tactics. Managing the Fragile Customer Experience by Laurent Bride. (IT by Scott Kendrick.

Airlines 78

Airlines Customer Service Loyalty Programs Chatbots 78

LoyaltyPlus

APRIL 8, 2022

Currency Alliance is on a mission to create a Global B2B Loyalty Marketplace, with an extraordinary platform that any company can use to create their own loyalty ecosystems with complementary brands – regardless of size, industry, geographic location, and incumbent technology. Contact: Len Lubbe. Telephone: +27 82 452 3595.

Loyalty 52

Loyalty Airlines Customer Relationship Management Loyalty Programs 52

SurveySensum

SEPTEMBER 26, 2023

As a product manager, this can be a disheartening experience. Imagine this scenario: Sarah, a dedicated product manager, launched a cutting-edge SaaS platform with an intuitive user interface and robust features. For example, create content for marketing managers that focuses on how your product can improve their marketing campaigns.

Strategy 52

Strategy Management User Experience Measurement 52

Currency Alliance

OCTOBER 12, 2020

About three years ago, I was flying from Barcelona to New York on United Airlines. 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 programs must evolve to keep customers engaged.

Loyalty 98

Loyalty Marketing Loyalty Programs Banking 98

Horizon CX

OCTOBER 2, 2023

An airline Gate Agent is asked by a passenger to check-in for a same-day, earlier flight. The Competence Gap My initial days at the frontline were spent watching LMS (learning management system) videos, reading PDF attachments, and clicking through hundreds of multiple-choice quizzes. IMS (inventory management system) said we had two.

Net Promoter Score 130

Net Promoter Score Survey System Retail 130

Experience Investigators by 360Connext

APRIL 7, 2015

We booked our flight through US Airways , but all our flights were operated by American Airlines. It should be noted it was booked this way through the airline, meaning we weren’t cobbling together two flights. The AIRLINE changed both flight times in the months between booking and leaving. Thanks, AA! No complaints.

Airlines 110

Airlines Customer Experience Travel Hotels 110

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. Benefits of Improving Customer Loyalty.

Loyalty 109

Loyalty Loyalty Programs Social Media Retail 109

Currency Alliance

MARCH 24, 2020

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. Currency Alliance operates a B2B SaaS loyalty currency management platform. Currency Alliance already has integrations with dozens of travel loyalty programs.

Travel 40

Travel Loyalty Programs Airlines Hotels 40

Currency Alliance

FEBRUARY 20, 2023

It is the most powerful, yet under appreciated module (or tool) in a loyalty marketing stack of software. The loyalty rules engine is the module that enables the types of promotions that are familiar from every major loyalty program. This would not require much of a rules engine – since your program has no variation.

Loyalty 52

Loyalty Loyalty Programs Social Media ROI 52

LoyaltyPlus

MAY 18, 2020

However, the year so far has placed the world in a position few could have ever predicted – the new normal characterised by social distancing, selective buying with limited choice and decisions almost entirely based on brand recognition and loyalty rewards.

Loyalty 52

Loyalty Brands Airlines Tourism 52

LoyaltyPlus

MAY 18, 2020

However, the year so far has placed the world in a position few could have ever predicted – the new normal characterised by social distancing, selective buying with limited choice and decisions almost entirely based on brand recognition and loyalty rewards.

Loyalty 52

Loyalty Brands Airlines Tourism 52

Kitewheel

MARCH 4, 2019

Enormous budget airline brands and luxury hotel chains alike are seeing increased competition. Top-rated airlines like JetBlue have managed to combine reasonable prices with quality service and experience. To accomplish this, they need to better manage their customer journeys.

Travel 40

Travel Hospitality Customer Journeys Examples 40

ShepHyken

JUNE 20, 2016

(Customer Guru) Here are our top three picks for the most customer centric companies and some lessons on how they manage to be customer-centric despite their size and diversity. The big take away is the level beyond customer loyalty, which is desire. The concept of desire is loyalty on steroids. That is a big promise to make.

Customer Service 78

Customer Service Loyalty Programs Customer Centricity Chatbots 78

Currency Alliance

DECEMBER 18, 2017

This year we’ve seen examples of brands offering increased liquidity in their loyalty programs – typically in the form of allowing their members to redeem beyond their own store. Brands will also find that enabling greater customer freedom will also help proactively manage program liabilities in a profitable way.

Loyalty 49

Loyalty Trends Brands Loyalty Programs 49

Up Your Service

MAY 3, 2017

For airlines, hotels, resorts and other companies in the travel and hospitality industry, this presents new challenges in terms of managing their reputation. Personalization and memorization deal with the fact that airlines or hotel brands should already know something about who I am and what I like.”.

Hospitality 74

Hospitality Travel Industry Brands 74

Bold360

APRIL 27, 2017

Time and time again they top the list of airlines to which customers feel loyal. One great example is how frequent fliers with elite status on other airlines can make the jump to JetBlue and start reaping the rewards of the premium Mosaic status immediately. engender loyalty! Take a look at JetBlue. trillion on travel by 2020.

Tourism 56

Tourism Travel Customer Service e-support 56

Currency Alliance

JUNE 16, 2020

While travel and retail brands have made a lot of progress in the last 24 months, the bulk of innovation has come from other consumer sectors – including media businesses, entertainment, and telecoms providers, which in recent years appeared to regard loyalty as a lost cause. Hybrid points programs.

Loyalty 52

Loyalty Innovation Travel Loyalty Programs 52

ShepHyken

APRIL 6, 2020

My Comment: I’ve always preached that there are two types of loyalty programs. The other is more of a marketing program that rewards customers for coming back. For example, an airline frequent flier program. In the end, you must have a good relationship with the customer.

Customer Service 76

Customer Service Loyalty Airlines Loyalty Programs 76

C3Centricity

AUGUST 26, 2019

More and more CPG companies and brands now offer a loyalty program, especially to their higher-value consumers. But it does take a dedicated team within the company to manage such a club, as these customers are naturally the most demanding for services and constant information updates. Make them Feel Special.

Customer Centricity 149

Customer Centricity Fashion Airlines Connections 149

Customer Bliss

OCTOBER 11, 2016

A lot of my impetus for starting this podcast was to give younger and/or middle management customer experience would-be executives more context on building out a career. He creates innovative programs, products and partnerships that drive engagement, grow share of wallet and accelerate performance. Power-winning guest loyalty program.

Chief Customer Officer 0

Chief Customer Officer Hospitality Industry Travel 0

SurveySensum

DECEMBER 16, 2019

SurveySensum report showed that Malls and Smartphones have become adept at delivering superior customer experience, while Airlines and Big Restaurant Chains have yet to live up to evolving customer expectations. Loyalty programs will be the Next Game Changer. The rise of the On-Demand Economy. Convenience is the key to the game.

Trends 52

Trends Customer Experience Loyalty Programs Touchpoint 52

SurveySensum

JULY 13, 2023

Understand your customer’s expectations regarding personalized offers, rewards, loyalty programs, and customer service – these are important factors when it comes to customer retention. Touchpoints Post-purchase services, customer support, loyalty programs. To assess the user-friendliness of your loyalty program.

Retail 52

Retail Survey Tools Customer Experience 52

SurveySensum

JULY 13, 2023

Understand your customer’s expectations regarding personalized offers, rewards, loyalty programs, and customer service – these are important factors when it comes to customer retention. Touchpoints Post-purchase services, customer support, loyalty programs. To assess the user-friendliness of your loyalty program.

Retail 52

Retail Survey Tools Customer Experience 52

ReviewTrackers

MAY 8, 2017

This is why more and more businesses are investing in customer experience, learning and applying industry best practices, and developing strategies in customer experience management. To help your leaders and managers in your organization become CX experts, we compiled a list of customer experience conferences and events to attend this 2017.

Conference 50

Conference Omni-Channel Customer Journeys Customer Experience 50

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

ClearAction

NOVEMBER 25, 2017

Southwest Airlines is an outstanding example of rising above industry norms, charting its own course, and vowing to win customers’ hearts and customers’ cash through policies that set them free. Exclusions, caveats, change fees, extensive fine print, loyalty program changes, warranty limitations, extra steps (hassles), long-term (e.g.

Policies 63

Policies Customer Experience Government Airlines 63

LiveChat

JULY 10, 2015

Seduce your customers with an awesome loyalty program or by representing the same values that your audience believe in. Customer loyalty hack #1: reward your customers. There is no better way of showing that you care about your customers than by introducing a great loyalty program. loyalty programs of all times.

Loyalty 28

Loyalty How To Loyalty Programs Airlines 28

Oracle

NOVEMBER 5, 2018

Expert panel includes: Lorna Rickett, Manager of Online Support & Applications, TomTom; Nuno Mateus, Head of Global Sales, Ineos; Fabian van Hoegee, Senior Director EMEA B2B Marketing, Canon; Robert Jonker, Manager Quality & Customer Service, iBood. Loyalty programs as we know them will become obsolete.

Customer Experience 40

Customer Experience Hotels B2B Innovation 40

Currency Alliance

JUNE 11, 2019

The smart ones kept a loyalty strategy even if they eliminated the points, but some foolishly acted as though their rewards program was their loyalty strategy – and threw the baby out with the bath water. Furthermore, they will perform a very natural role – which is managing economic value on behalf of merchants and consumers.

Banking 40

Banking Loyalty Consumers Loyalty Programs 40

Qualtrics

APRIL 22, 2020

Conjoint/MaxDiff can help you manage those trade-offs from physical to digital with ease, showing you the relative value of your brand as well as the role that brand plays in purchase decisions and perception. Food and beverage companies, cruise lines, airlines, and hotels are facing some unique challenges as people are forced to stay home.

Hospitality 29

Hospitality Retail Rewards Programs Analysis 29

Qualtrics

FEBRUARY 20, 2020

Get the inside track from innovators at the world’s largest and most disruptive tech, media and telecom brands, industry experts, and the world’s experience management leaders at X4 Summit 2020. When XM is truly embedded across an organization, you need a governance structure to manage it. 13:20-13:35 // Weds, 11 March // Growth Shop.

Government 32

Government Employee Experience Leadership Employee Engagement 32

ClearAction

MAY 29, 2016

Historically, customer experience management may have been thought of as the Service organization’s domain: dealing with post-purchase questions, returns, and misunderstandings. For example, airlines used to send generic lists of deals, which now zero-in on the customer’s home city and preferences.

Marketing 48

Marketing Customer Experience Chief Customer Officer Self Service 48

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. And, since Currency Alliance is not in the data management business, I hope these trends are considered as unbiased.

Loyalty 59

Loyalty Trends Data Marketing 59