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. Happily, this increased competition does not pose an existential threat to the hotel as a business model.

Hotels 40

Hotels Hospitality Loyalty Travel 40

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

ShepHyken

MARCH 28, 2022

What Today’s Guests Really Want When It Comes To Hotel Loyalty Programs Might Surprise You by Ellis Connolly. Hospitality Net) Why do so many hotel loyalty programs fail? My Comment: Here’s an interesting take on loyalty programs. For a hotel, that could mean an upgrade.

Loyalty Programs 64

Loyalty Programs Customer Service Hotels Entertainment 64

ShepHyken

JUNE 6, 2022

The DiJulius Group) Even as the demand for Chick-fil-A is at an all-time high, the private company will only grow at a pace they ensure they won’t jeopardize the brand experience. My Comment: Regardless of the industry you and your company might be in, a good customer service strategy is to have a “hospitality mentality.”

Customer Service 67

Customer Service Loyalty Programs Hotels Loyalty 67

Currency Alliance

OCTOBER 12, 2020

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. Every business needs a loyalty strategy, but not every business needs a loyalty points program.

Loyalty 98

Loyalty Marketing Loyalty Programs Banking 98

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.

Hospitality 52

Hospitality Loyalty Industry Hotels 52

ShepHyken

JANUARY 2, 2023

Entrepreneur) Customer loyalty is an essential source of revenue for any business. Use these four tips to create a customer loyalty program that will give you the highest return on your investment. My Comment: How do we create customer loyalty? This goes way beyond loyalty programs. by Matt Bertram.

Customer Service 64

Customer Service Loyalty Programs e-support Loyalty 64

ShepHyken

AUGUST 30, 2019

By working to increase your customer lifetime value, you can afford to spend more on advertising, out-market competitors, and increase company profits. Most companies tell their customers about other products and services related to their purchase, but fail to mention why these products and services are valuable. Conclusion.

Loyalty Programs 103

Loyalty Programs Loyalty Lifetime Customer Poor Customer Service 103

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

ShepHyken

JANUARY 21, 2024

You will love his opening story about what happened in a well-known, name-brand hotel. In this year’s report, consumers indicated that they value relationship marketing strategies, personalization and loyalty programs, while third-party tracking tools and social media advertisements continued to rank among the most unpopular.

Customer Service 58

Customer Service Self Service Trends Loyalty Programs 58

Retently

JUNE 28, 2022

It’s a valuable metric – for most companies and it’s the most valuable metric available for measuring customer loyalty and satisfaction. Considering that 73% of consumers are more likely to recommend a brand with a good loyalty program, putting together one is worth the try.

NPS 148

NPS Net Promoter Score Feedback Case Study 148

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

Experience Investigators by 360Connext

NOVEMBER 12, 2014

A gentleman who travels extensively and is a top-tier member of a hotel loyalty program was telling me he just wished they’d ask him a few questions. He is often greeted in his hotel room with a bottle of wine and chocolates. A great experience, but for whom? He’s diabetic and doesn’t drink or eat sugar.

Brands 259

Brands Hotels Consulting Loyalty Programs 259

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. And it makes you wonder, why do we call them “loyalty” programs if they don’t make customers loyal? What is Loyalty Anyway?

Loyalty 138

Loyalty Loyalty Programs Airlines Rewards Programs 138

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

JUNE 1, 2020

Loyalty marketing is a mix of science and art, but in its most basic form, loyalty programs are a value exchange. I hate bashing the industry, but a great many loyalty programs still don’t even have this basic equation right. They don’t use the data that customers provide. It is making people more deliberate.

Loyalty 72

Loyalty Consumers Marketing Loyalty Programs 72

Customer Bliss

JUNE 6, 2017

Peloton is a mission based company that deliberately crafted every element of its experience, from the build of the bike to its delivery, usage and even helping people move their bike from one home to another. Our conversation charts Brad’s path from consultant to Bain, to Starwood hotels and his groundbreaking work at Peloton.

Hotels 149

Hotels Social Media Consulting Loyalty Programs 149

Zeisler Consulting

NOVEMBER 30, 2020

My partner and I actually had a hotel cancel our reservation after the world ended. Too many companies don’t think their own people are competent enough or, even more tragically, ethical enough, to make such decisions and so keep the tools they need to best help Customers locked away like dangerous knives.

Loyalty Programs 93

Loyalty Programs Hotels Retail Course 93

ShepHyken

OCTOBER 11, 2021

Fast Company) Providing exceptional customer service is a tried and tested way for brands to stand out and succeed. TechRepublic) A Zendesk report found a series of commonalities among companies it calls CX champions. Are Hotel Loyalty and Rewards Programs Enough to Keep Customers Loyal to the Brand?

Customer Service 71

Customer Service Hospitality Rewards Programs Self Service 71

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

Customer Bliss

OCTOBER 11, 2016

He is responsible for inspiring customers across the world to explore, experience and fall in love with Hilton’s hotels and brands. He creates innovative programs, products and partnerships that drive engagement, grow share of wallet and accelerate performance. Power-winning guest loyalty program. Go to the hotels.

Chief Customer Officer 0

Chief Customer Officer Hospitality Industry Travel 0

Beyond Philosophy

FEBRUARY 27, 2017

Hotel giant Hilton recently dropped the H from its rewards program , replacing the linguistically puzzling Hilton HHonors with an easier to pronounce version, Hilton Honors. The new rewards program will be the first in the industry to allow members to combine points and money for a hotel visit. I like these changes.

Rewards Programs 60

Rewards Programs Hotels Travel Chief Customer Officer 60

InMoment XI

JANUARY 17, 2024

Guest experience refers to the overall impression and satisfaction that a guest has during their interactions with a hospitality brand or establishment, such as hotels, restaurants, resorts, and attractions. What is Guest Experience? This means that operators should double down on efforts to ensure that guests feel safe, secure, and clean.

Guest Experience 260

Guest Experience Trends Hospitality Customer Journeys 260

Kitewheel

MARCH 4, 2019

Travel and hospitality companies have a difficult job. Enormous budget airline brands and luxury hotel chains alike are seeing increased competition. Personalize Based On Past Behavior to Drive Loyalty. Customers who are most willing to share information are often members of the loyalty system already.

Travel 40

Travel Hospitality Customer Journeys Examples 40

Experience Investigators by 360Connext

JANUARY 12, 2015

In fact, they are 70% more likely to do so if they are part of a loyalty program or “VIP” customers. The ways to increase loyalty AND gain more word-of-mouth traction is to treat your customers fabulously. As an example, I stayed at a hotel monthly in Birmingham, Alabama, for a while.

Loyalty 110

Loyalty Hotels Hospitality Loyalty Programs 110

Maru Group

APRIL 22, 2021

They are avid loyalty program subscribers, and seek to capitalize on those points as much as possible when traveling for pleasure. Not surprisingly, the large hotel brands are referenced, namely Marriott, Starwood Preferred Guest, and Hilton.

Travel 52

Travel Hotels Financial Groups 52

ShepHyken

JANUARY 22, 2023

13 ways to retain existing loyal clients—no matter what the market climate by Fast Company Executive Board (Fast Company) Reassuring your customer base that you value their business and want them to succeed—whether they’re up or down—is what really matters and builds better partnerships. How do you keep your loyal customers?

Customer Service 48

Customer Service Self Service Contact Center Loyalty 48

Up Your Service

MAY 3, 2017

But a whole other degree of devoted customer exists: The brand evangelist, described as the kind of traveler who feels so connected to a company that they proactively share their positive experiences with others. However, smart companies see this as an opportunity to create brand evangelists. Turning loyalty members into evangelists.

Hospitality 74

Hospitality Travel Industry Brands 74

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

SurveySparrow

JUNE 28, 2023

In the competitive landscape of today’s business world, the success mantra that resonates among most thriving companies is the strategy of providing a personalized customer experience.This concept is rooted in the understanding that every customer is unique, with their own set of preferences, behaviors, and past interactions.

Industry 52

Industry Tips Customer Experience Healthcare 52

John Paul

FEBRUARY 28, 2019

This month’s star is Louise, a Concierge VIP working on the customer service team for a large hospitality company. We help them whether it’s before their stay, while they’re booking, during the stay if there’s a problem with the hotel, or after the trip if there are any problems with their loyalty points for example.

Hospitality 40

Hospitality Loyalty Programs Hotels Loyalty 40

John Paul

FEBRUARY 28, 2019

This month’s star is Louise, a Concierge VIP working on the customer service team for a large hospitality company. We help them whether it’s before their stay, while they’re booking, during the stay if there’s a problem with the hotel, or after the trip if there are any problems with their loyalty points for example.

Hospitality 40

Hospitality Loyalty Programs Hotels Loyalty 40

Bold360

APRIL 27, 2017

Travel and tourism can be difficult areas for retaining customer loyalty, with websites set up exclusively to pit brands against one another on the best deals for hotels and rock-bottom prices on flights. With the average American signed up to 29 loyalty programs and only active in 12, this human element is more essential than ever.

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

JULY 11, 2016

This article is not about how a company gives better service with a smile, but how a customer gets better service with a smile. Maritz Motivation Solutions: Six Questions to Ask Before Launching a Loyalty Program by PR Web. Well worth your attention, especially if you have any type of customer loyalty program.

Customer Service 48

Customer Service Loyalty Programs Loyalty Tips 48

Currency Alliance

MARCH 20, 2020

There are really only four ways to create value for all stakeholders in a loyalty program: maintain low operating costs, and funnel the savings into rewards. add complementary partners in every spending category so the program and the currency are more useful and interesting. Not every loyalty program seems to appreciate this.

Loyalty Programs 52

Loyalty Programs Loyalty Hotels Travel 52

Oracle

NOVEMBER 5, 2018

Innovation Business Cases: Driven by Business, Enabled by Technology: Yamaha Motors and Melia Hotels. Successful companies know how to recognize the expectations of their customers and derive value-adding solutions from them. Does your company meet the expectations of today’s empowered customers? Kitty Koelemeijer.

Customer Experience 40

Customer Experience Hotels B2B Innovation 40