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

C3Centricity

JUNE 8, 2020

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. Brands that have a high following and loyalty, have found a way to consistently engage their fans and keep them coming back. Loyalty is never really Won.

Hospitality 268

Hospitality Customer Centricity Hotels How To 268

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

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

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. Pay with points is trending upward in loyalty marketing for three main reasons. In the first section, I will set out why pay with points is a valuable marketing tactic for businesses.

Loyalty Programs 52

Loyalty Programs Loyalty Hotels Airlines 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

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

Beyond Philosophy

NOVEMBER 2, 2016

Have you ever spent a night at a hotel, on business, and been charged a “resort fee” even though you never had time to take advantage of the pool, the spa or any of the other “amenities?”. hotels are expected to add on $2.55 When it comes to hotel fees, unexpected expenses can mean different things to different guests.

Hotels 60

Hotels Tourism Hospitality Social Media 60

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

Blake Morgan

MARCH 13, 2023

Companies with female CEOs aren’t just more profitable —they also tend to lead in customer experience. But it’s also challenging to find that balance between leading a company and fulfilling other passions. Guild partners with companies to create benefits programs that enable employees to get college degrees for free.

Customer Centricity 66

Customer Centricity Company Insurance Travel 66

InMoment XI

JANUARY 16, 2024

By integrating these advanced technologies, these companies aim to streamline customer interaction, automate routine tasks, and optimize their overall operations. Improved customer satisfaction not only fosters loyalty but can also lead to positive word-of-mouth, attracting new customers to the brand. What is Contact Center AI?

Contact Center 260

Contact Center Virtual Agent e-support Chatbots 260

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

InMoment XI

MARCH 27, 2024

A well-crafted automotive reputation management strategy is essential for any auto brand looking to build trust, foster customer loyalty, and thrive in a competitive market environment. Positive perceptions lead to increased sales and customer loyalty, while negative perceptions can harm sales and brand value.

Automotive 260

Automotive Management Social Media Feedback 260

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

Experience Investigators by 360Connext

SEPTEMBER 11, 2014

My work is definitely focused on for-profit organizations and much of what I do helps largish companies make more money. Whether it’s as individuals or representing a company, we are human. ” Having a strong company mission means investing in the customer experience. “Creating fewer ruined days for customers.”

Company 231

Company Hotels Social Media Innovation 231

Experience Matters

SEPTEMBER 9, 2014

The research shows the connection between customer experience, loyalty, and revenue growth for 19 industries. Here’s the executive summary: To understand how customer experience corresponds to loyalty, we examined feedback from 10,000 U.S. consumers describing their experiences with and their loyalty to 268 companies.

ROI 316

ROI Report Net Promoter Score Customer Experience 316

Experience Investigators by 360Connext

JANUARY 12, 2015

How can we increase loyalty? You like being loyal to these businesses because they earn your loyalty. They earn your loyalty because of how they make you feel. All loyalty and authentic word-of-mouth marketing results are based on emotion. As an example, I stayed at a hotel monthly in Birmingham, Alabama, for a while.

Loyalty 110

Loyalty Hotels Hospitality Loyalty Programs 110

BlueOcean

JUNE 26, 2018

With that in mind, we reached out to Paul Jones, an award-winning hotel manager within the Best Western organization. Paul has earned acclaim for his exceptional management skills in the hospitality field – particularly his ability to generate loyalty with both staff and guests. Everything else we can teach. Are they listening?

Customer Service 353

Customer Service Hospitality Contact Center Hotels 353

ReviewTrackers

APRIL 6, 2017

The consumers who are, however, care about how your company invests in environment-friendly practices. Jeff Siegel, editor at Wealth Daily , says that being an environment-friendly company can help drive customer loyalty. One thing I find interesting is the food that hotels serve,” he says. “I

Loyalty 73

Loyalty Hotels Travel Hospitality 73

Horizon CX

MAY 7, 2021

And more importantly, if the action plan and timeline are not executed with precision, the customer will begin to lose faith and trust in the company and its ability and desire to meet their needs and expectations. Let’s say you visited a hotel for a short stay on a business trip. Will you come back to this hotel if you don’t have to?

Culture 130

Culture Net Promoter Score Hotels Survey 130

ShepHyken

SEPTEMBER 4, 2023

Elevating Customer Experience: Embracing Hospitality as the Foundation by Charles Ryan Minton (Newsweek) When it comes to providing exceptional customer experiences, few industries excel quite like the hotel business. It can lead to increased customer loyalty, repeat business and, ultimately, higher profits. they’re everywhere.

Customer Service 67

Customer Service Hospitality Hotels Customer Retention 67

C3Centricity

MAY 20, 2019

Adopting a customer first strategy is therefore in many company objectives. It is true that without satisfaction, customers will not return to a hotel or restaurant. However, as the world changes, customer demands do too and companies need to stay current if not ahead of these requirements in order to ensure continued growth. #1.

Industry 218

Industry Strategy Hospitality Hotels 218

LoyaltyPlus

SEPTEMBER 1, 2021

Continued lockdown restrictions are resulting in the closures of many airlines, hotels, restaurants, bed and breakfasts, and the list goes on. But whether it is safety or a seamless online environment, everything points to how important engendering loyalty has become in these difficult times. Customers want to feel valued.

Loyalty 52

Loyalty Airlines Hospitality Hotels 52

ShepHyken

AUGUST 1, 2023

One of them asked us to work with her team on a customer experience initiative that included every company employee. The client is a travel company and had a VIP client that had worked with them for more than 20 years. The client is a travel company and had a VIP client that had worked with them for more than 20 years.

Hotels 117

Hotels Travel Exercises Customer Service Training 117

CSM Magazine

AUGUST 14, 2020

In the regular world, obtaining customer loyalty is an important goal for any business to achieve. All of these aspects comprise the most holistic approach to driving customer loyalty and guaranteeing success… even in a post-pandemic situation. For us, it results in more loyalty and trust. C losed feedback loops.

Loyalty 85

Loyalty Strategy CRM Customer Retention 85

Steve DiGioia

OCTOBER 8, 2018

I was standing outside our hotel restaurant one evening and noticed a middle-aged couple walking out of the restaurant. As an experienced hospitality professional, I just had to speak with this couple and find a way to turn their experience around and rekindle their loyalty to our company. Case in point…. Here’s what I did.

Hospitality 222

Hospitality Hotels ROI Touchpoint 222

C3Centricity

FEBRUARY 20, 2018

A recent post by John Ollila on Loyalty Lobby about customer journey maps and touchpoints in the leisure industry prompted me to share with you, an experience I had recently with the Hilton Group. After all, why pay a booking site when I know the hotel I want to stay in, right? On this occasion I was proven seriously wrong!

Customer Journeys 195

Customer Journeys Hotels Touchpoint CRM 195

Customer Bliss

OCTOBER 30, 2018

QuikTrip and Make-Mom-Proud companies ensure that won’t happen by making hiring their most important decision. These companies focus on filling up their companies with people who care. These are increasingly deciding factors for engaging deeper with a company or leaning away from it. She couldn’t help her.

Case Study 256

Case Study Study Hotels Chief Customer Officer 256

ShepHyken

JANUARY 25, 2021

My Comment: In this article, Nate Brown introduces us to his take on something he refers to as “mission-driven CX,” which is about companies who win over their customers’ business and hearts by embodying the core values of what’s most important to them. My Comment: Here’s a great article about customer loyalty.

Customer Service 154

Customer Service Guest Experience Loyalty Programs Hospitality 154

CSM Magazine

MAY 18, 2023

The global technology platform will power personalised guest experiences to increase revenue while providing deeper guest insights for the global hospitality company. SevenRooms is currently live across 25 countries at Marriott brands including W Hotels, The Ritz-Carlton, St.

Technology 52

Technology Hotels Guest Experience Hospitality 52

ijgolding

DECEMBER 9, 2014

The most significant event that a company can connect with is the certainty that is a birthday. Some of the emails are from my wonderful friends and family wishing me ‘many happy returns’ However many of the emails are from companies eager to show me how important I am as a customer. Sadly, JD Williams did not.

Hotels 212

Hotels Customer Retention Retail Communication 212

C3Centricity

OCTOBER 1, 2019

Companies need to deliver more, a lot more! I was recently in the US and as seems to be the norm these days, the hotel in which I stayed asked me to rate their performance afterwards. I completed their form, giving only four and five-star ratings, as I had been very satisfied with my stay, the hotel rooms, the staff and their services.

Customer Satisfaction 180

Customer Satisfaction Hotels Marketing Customer Centricity 180

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

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

Think Customers

JULY 5, 2016

Or when a hotel charges separate WiFi fees for each device that's used. On the flip side, consider the goodwill and loyalty that's generated when a company provides assistance to a customer at no charge.

Loyalty 58

Loyalty Entertainment Hotels Banking 58

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