C3Centricity

JUNE 8, 2020

After all, the hospitality industry should be highly customer centric, as it relies on satisfying its guests. They both (should) have their customers at their heart. As the world changes, customer demands are changing too and companies need to stay current, if not ahead of these demands, in order to ensure continued growth.

Hospitality 268

Hospitality Customer Centricity Hotels How To 268

ShepHyken

MAY 29, 2023

Top Takeaways: Loyalty programs are used in different industries to attract new customers and retain existing ones. They typically involve incentives for spending money on a brand through points, perks, upgrades, or free products. Loyalty programs have now evolved to include enhancing the customer experience.

Loyalty 62

Loyalty Loyalty Programs Airlines Hotels 62

AskNicely

AUGUST 22, 2018

How many customer loyalty programs do you belong to? That’s not good news for those brands I’m signed up with, is it? customer loyalty programs and yet is only active in 3.9. And research from Capgemini points out that almost 90% of social media comments on loyalty programs are negative.

Loyalty Programs 150

Loyalty Programs Loyalty Feedback Net Promoter Score 150

Beyond Philosophy

OCTOBER 30, 2017

Hotel chains, worried about competition from Airbnb , are rolling out these and other special experiences for their best rewards customers. Customers bid points for the privilege of participating in these elite, one-of-a-kind experiences. It’s all part of the company’s plan to deepen its relationship with loyal customers.

Hotels 127

Hotels Travel Rewards Programs Loyalty 127

CSM Magazine

AUGUST 22, 2023

In an age where digital convenience is no longer a luxury but a basic expectation, the hotel industry faces the challenge of constantly evolving to meet and exceed guests’ needs. But how can hotels stay on top of their Customer Experience (CX) game using chatbots? Chatbots for boutique hotels can amplify this exclusivity.

Hotels 52

Hotels Chatbots Hospitality Guest Experience 52

SurveyGizmo

FEBRUARY 4, 2021

Loyalty and retention are not the same, but they are definitely related. Loyalty is personal and emotional, while retention is a financial measure, is what Ryan Tamminga, VP of Customer Success at Alchemer, and Vanessa Bagnato, Director of Enterprise Solutions at Alchemer, explained recently in a webinar.

Loyalty 98

Loyalty Net Promoter Score Airlines Loyalty Programs 98

Experience Investigators by 360Connext

NOVEMBER 12, 2014

The North Face asked customers to walk their talk recently in Korea. In this viral video, customers who identified as those who seek adventure were given a choice. And it’s a great way to help customers identify with your products and experience. These customers had, after all, self identified as adventure seekers.

Brands 259

Brands Hotels Consulting Loyalty Programs 259

Oracle

MARCH 18, 2021

Hotels worldwide were operating at 29% compared to 2019’s occupancy rates of 72%. And for the most avid travelers engaged in airline, credit card, and hotel loyalty programs, 2020 provided extremely limited opportunities to maintain status, earn points, or redeem travel rewards. Travel loyalty reimagined.

Loyalty Programs 62

Loyalty Programs Travel Loyalty Brands 62

CX Journey

SEPTEMBER 5, 2018

Coming up with a brand identity isn’t an easy task. Ideally, a strong brand identity will mesh both your needs and those of your customer. 77 percent of B2B marketers say that proper branding plays a big role in company growth. Ideally, a strong brand identity will mesh both your needs and those of your customer.

Brands 238

Brands How To Social Media Travel 238

Optimove

JULY 19, 2022

We love our hotel apps. In 2022, travelers expect their hotel of choice to treat them as valuable customers and not just as a number in a vast sea of other numbers. They want it? They want it? So give it to them. Check-in with geofencing. But there’s another benefit to location-based check-in.

Hotels 52

Hotels Marketing Guest Experience Travel 52

Currency Alliance

MARCH 28, 2023

The term ‘pay with points’ implies that a customer can burn loyalty points or miles at a point of sale as the method of payment. It also implies that the customer can do this quite easily and freely, across a large proportion of a brand’s inventory, in its primary commerce channels.

Loyalty Programs 52

Loyalty Programs Loyalty Hotels Airlines 52

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

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

LoyaltyPlus

JUNE 12, 2022

Hotels are showing signs of recovery across the Southern, Western, and East African markets following the turbulence of the past two years. Hotels must therefore look to strengthening relationships with guests and deliver more tailored services if they are to capitalise on this momentum. Furthermore, hotels contributed 66% to the 98.3%

Hotels 52

Hotels Self Service Tourism Guest Experience 52

Currency Alliance

OCTOBER 12, 2020

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 programs must evolve to keep customers engaged.

Loyalty 98

Loyalty Marketing Loyalty Programs Banking 98

Currency Alliance

OCTOBER 11, 2018

Countless articles have been written about enhancing the hotel customer experience (CX) with technology. The hotel market is becoming more competitive, with a larger share of wallet being spent on a greater variety of services. On the contrary, the hotel remains a highly valued experience offering.

Hotels 40

Hotels Hospitality Loyalty Travel 40

ProProfs Chat

FEBRUARY 13, 2020

“What can help me get committed and loyal customers?”. But trust me, factors like: Product quality, Awesome support, Marketing reach, Efforts to engage customers, . Efforts to retain customers, help you formulate effective loyalty programs that your customers enjoy being a part of. Customer Loyalty B2B Statistics.

Loyalty 109

Loyalty Loyalty Programs Social Media Retail 109

ijgolding

OCTOBER 17, 2017

This is the not the first article I have written about the subject of Customer Effort. On that occasion, Vauxhall provided the case study to bring Customer Experience ‘theory’ to life. Apart from both beginning with the letter ‘S’, they are both towns in England that have at least one Premier Inn hotel. Allow me to explain….

Hotels 395

Hotels Travel How To Customers 395

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

Alida

MARCH 27, 2018

At Customers for Life, a recent Vision Critical event in Hong Kong, we immediately felt the grandeur, magnificent presence and ambience of the flagship Mandarin Oriental (MO) hotel in Central Hong Kong as soon as we stepped in. Mandarin Oriental Hotel Group: Not all customers are created equal.

Brands 124

Brands Hotels Rewards Programs Insurance 124

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. Brands no longer need to be held hostage by legacy rules engines.

Loyalty 52

Loyalty Loyalty Programs Social Media ROI 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

Doing CX Right

OCTOBER 23, 2022

author of ten business books, explains how you can achieve brand loyalty similar to reputable customer experience companies including Airbnb, Starbucks, Zappos, Mercedes-Benz, The Ritz-Carlton Hotel Company, and others. Joseph Michelli, Ph.D.,

Brands 45

Brands Customer Experience Hotels Loyalty 45

InMoment XI

JANUARY 16, 2024

Specifically, the world’s leading brands have begun using contact center AI to create a more efficient and effective customer service experience. By integrating these advanced technologies, these companies aim to streamline customer interaction, automate routine tasks, and optimize their overall operations.

Contact Center 260

Contact Center Virtual Agent e-support Chatbots 260

C3Centricity

MAY 20, 2019

Every industry strives to improve their customers’ experience with their products and services. Adopting a customer first strategy is therefore in many company objectives. Hospitality is perhaps one of the most visible industries where customer satisfaction, or lack of, is quickly shared with the world.

Industry 218

Industry Strategy Hospitality Hotels 218

GetFeedback

JANUARY 19, 2020

To prepare for a recent business trip, I booked a roundtrip flight, hotel, and rental car. For example, a few hours after checking into my hotel, I got an email with this message. If I just wanted to give feedback to Expedia or the hotel, I’d probably drop out at this point. . Think “Survey+” for Customer Feedback.

Customer Journeys 365

Customer Journeys Touchpoint Survey Measurement 365

GetFeedback

NOVEMBER 25, 2019

If you’re new to Customer Satisfaction Score (CSAT), a good starting point is seeing how you compare to peers in your industry. To do so, you can rely on the American Customer Satisfaction Index (ACSI). . The ACSI is the only national economic indicator that measures customer satisfaction across the U.S. Hotels: 76%.

Customer Satisfaction 293

Customer Satisfaction Industry Effort Score Apparel 293

Currency Alliance

FEBRUARY 26, 2021

Therefore, all types of marketing and sales disciplines started to evolve to incentivize and influence customer choice in order to drive more revenue. So, with competition across nearly every category, all companies now need a loyalty strategy. Incentives must be tailored to the customer’s context.

Loyalty 59

Loyalty Customer Engagement Engagement Airlines 59

Currency Alliance

OCTOBER 31, 2022

A recent article on PhocusWire helpfully outlined a range of security vulnerabilities common to loyalty programs. Most loyalty program operators now recognize the urgency of improving their platform security, but are still unsure how to proceed. a unique customer identifier – typically the membership ID.

Travel 52

Travel System Loyalty Loyalty Programs 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. So how should New Zealand’s banks and brands respond, and how should other brands collaborate with partners to reduce dependency on any single source of funding?

Loyalty 52

Loyalty Marketing Loyalty Programs Banking 52

Beyond Philosophy

MAY 10, 2017

If you’re like me, you have loyalty cards for three different supermarkets, a half dozen airlines, several hotels, a dozen or so assorted retailers and the local frozen yogurt shop. No of course not, and that’s the problem with calling these pieces of plastic “loyalty cards.” What is Loyalty Anyway? That’s loyalty.

Loyalty 137

Loyalty Loyalty Programs Airlines Rewards Programs 137

Currency Alliance

JANUARY 18, 2021

It’s time for hotel operators to re-evaluate how well their ace in the hole – their loyalty program – is enabling every function of their business to deliver more value. Here are three predictions of how loyalty programs must evolve in hospitality. The hotel is a dispensary of experiences. A bed is not just a bed.

Hospitality 52

Hospitality Loyalty Industry Hotels 52

Currency Alliance

JUNE 1, 2020

The long break in spending habits due to Covid-19 will cause customers to re-evaluate their relationship with brands. This isn’t just a casual observation, but a sign of a widespread consumer trend which every loyalty marketer should be thinking about. People in Barcelona are buying a lot more ice-cream lately.

Loyalty 72

Loyalty Consumers Marketing Loyalty Programs 72

Oracle

FEBRUARY 28, 2019

When it comes to omnichannel customer experience, brands are able boost sales while at the same time improving customers’ experiences at various touchpoints. ” So how can brands leverage an omnichannel approach that attracts new customers, increases individual sales, and builds a more loyal customer base?

Omni-Channel 106

Omni-Channel Brands Customer Experience Hotels 106

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

AUGUST 16, 2019

Loyalty programs once enabled relatively personalized marketing. From a standing start of zero customer data some 20 years ago, brands became able to incentivize desired behaviors in highly-predictable customer segments. Value, that is, to a minority of highly-frequent, high-spending customers.

Loyalty 40

Loyalty Brands Loyalty Programs Airlines 40

Experience Investigators by 360Connext

JANUARY 12, 2015

How can we increase loyalty? Consider yourself as a loyal customer. We are most likely loyal to some brand or another. You like being loyal to these businesses because they earn your loyalty. They earn your loyalty because of how they make you feel. Their customers did their promoting. So what can YOU do?

Loyalty 110

Loyalty Hotels Hospitality Loyalty Programs 110