ShepHyken

JANUARY 21, 2024

You will love his opening story about what happened in a well-known, name-brand hotel. The 2024 Marigold Global Consumer Trends Index Report provides insights into consumer preferences that drive marketing decisions and explores the influence of brand relationships. Connect with Shep on LinkedIn.

Customer Service 61

Customer Service Self Service Trends Loyalty Programs 61

ShepHyken

AUGUST 30, 2019

In order to grow your customer lifetime value, there needs to be a connection with your customers. The best way to build and maintain this connection is through valuable content. As a matter of fact, 97 percent of consumers say customer service is a big factor when it comes to brand loyalty. Conclusion.

Loyalty Programs 107

Loyalty Programs Loyalty Lifetime Customer Poor Customer Service 107

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

Alida

JULY 17, 2017

Creating shared value is essential for developing an authentic brand and truly connecting with customers. Loyalty programs, for example, are a great way to ensure a constant flow of insight from your customers. Develop personal connections with customers. How do insight communities foster this personal connection?

Customer Experience 172

Customer Experience Hotels Survey Loyalty Programs 172

Retently

JUNE 28, 2022

Considering that 73% of consumers are more likely to recommend a brand with a good loyalty program, putting together one is worth the try. Meaningful loyalty programs not only drive customer retention by showing care towards existing customers. Turn organic Promoters into partners and referrals.

NPS 148

NPS Net Promoter Score Feedback Case Study 148

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 11, 2019

Many consumers now ‘multibank’[iii], keeping their traditional provider on-hand for the same reasons they always did, but branching out in search of enhanced value. In 2000, UK consumer bank Halifax launched a fairly successful marketing slogan: the people that give you extra [iv]. Actually, they do. Extra what?

Banking 40

Banking Loyalty Consumers Loyalty Programs 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

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. Today’s consumers expect seamless and convenient interactions across multiple channels. What is Guest Experience?

Guest Experience 260

Guest Experience Trends Hospitality Customer Journeys 260

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

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. In today’s connected world, customer service experiences — especially the bad ones — often spread like wildfire.

Hospitality 74

Hospitality Travel Industry Brands 74

ShepHyken

JULY 11, 2016

Maritz Motivation Solutions: Six Questions to Ask Before Launching a Loyalty Program by PR Web. My Comment: While this is a press release put out by Maritz, it links to a free download of “The Insider’s Guide to Customer Loyalty.” Well worth your attention, especially if you have any type of customer loyalty program.

Customer Service 48

Customer Service Loyalty Programs Loyalty Tips 48

BirdEye

DECEMBER 8, 2022

Let’s say you’re a business-to-consumer (B2C) company selling retail products. About: Social networking sites are designed to connect people in a shared online space. These platforms can also increase your brand awareness as you connect with other content creators on the platform. Social networks. Examples: Facebook, LinkedIn.

Social Media 98

Social Media Brands Video Entertainment 98

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

Talkdesk

JULY 31, 2017

We have to continue to support the voice network, and that connection is super important. I think the lines are blurring between the business phone and your personal phone to become just one channel, and it’s a very easy way to connect. Another personal story: I arrived in a hotel in Melbourne, Australia. It’s getting bigger.

Innovation 42

Innovation Omni-Channel Average Handle Time Contact Center 42

SurveySparrow

JANUARY 5, 2021

In The Consumer Insight Survey, 2019, PwC made a model including five factors for measuring the returns on experience. But, customer satisfaction has a close connection with employee satisfaction. For example, Hilton hotels are famous for serving their customers. The real reason behind this is their investment in employees.

Employee Experience 52

Employee Experience Measurement Net Promoter Score Effort Score 52

Currency Alliance

DECEMBER 1, 2020

Apart from adapting to mobile apps and ditching plastic cards, the typical loyalty programs in 2020 still operate pretty much the same as they did at the turn of the century. And there are many, many more of these lookalike programs. Why hasn’t loyalty? Why should investing in loyalty be different? Multi-serviced.

Loyalty Programs 52

Loyalty Programs Loyalty Multi-Channel Hotels 52

Talkdesk

JULY 31, 2017

We have to continue to support the voice network, and that connection is super important. I think the lines are blurring between the business phone and your personal phone to become just one channel, and it’s a very easy way to connect. Another personal story: I arrived in a hotel in Melbourne, Australia. It’s getting bigger.

Innovation 40

Innovation Omni-Channel Average Handle Time Contact Center 40

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.

Travel 52

Travel System Loyalty Loyalty Programs 52

C Space

SEPTEMBER 21, 2020

We created too much product, we paid too much attention to fashion week and not enough to the consumer. Direct-to-consumer partnerships could offer a lifeline to independent brands that could otherwise fail, he added. But, he says, “Amazon is not to blame. The fashion industry made its own mistakes. We created a monster.”

Brands 40

Brands Sports Fashion Video 40

Currency Alliance

NOVEMBER 16, 2021

What is strange today, is that most brands have evolved their public-facing ecommerce platforms into dynamic, content-rich, and personalized shopping experiences, while their loyalty program redemption catalog may not have changed in ten years, leaving it looking static with minimal appeal. tours or museum visits. restaurant capacity.

Loyalty 52

Loyalty Loyalty Programs Ecommerce Touchpoint 52

Currency Alliance

NOVEMBER 16, 2021

What is strange today, is that most brands have evolved their public-facing ecommerce platforms into dynamic, content-rich, and personalized shopping experiences, while their loyalty program redemption catalog may not have changed in ten years, leaving it looking static with minimal appeal. tours or museum visits. restaurant capacity.

Loyalty 52

Loyalty Loyalty Programs Ecommerce Touchpoint 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. The article covers the various brands which have joined the Scene+ loyalty coalition.

Loyalty 59

Loyalty Trends Data Marketing 59

Currency Alliance

FEBRUARY 26, 2019

Having benchmarked and talked to hundreds of loyalty programs in the past few months, what we think program leaders ought to be doing during the next 3-6 months is preparing a plan to realign their loyalty program design with the broader business strategy and core value propositions. Customer data: maximize ROI.

Loyalty 45

Loyalty Strategy Loyalty Programs Hotels 45

Currency Alliance

DECEMBER 20, 2022

During 2023, brands will make it easier for more customers to realize value from loyalty program participation. This will help them engage many more customers – particularly in the mid-to-long tail: previously not seen as a valuable target for loyalty marketing, but now recognized as a leading source of incremental revenue.

Loyalty 52

Loyalty Trends Innovation Loyalty Programs 52

Currency Alliance

DECEMBER 13, 2018

Our top 10 picks (click to skip through) are: Smarter budgeting: loyalty points receiving less funding in favor of complementary actions. Greater investment to meet consumers’ insatiable appetite for experiences. Loyalty marketing breaking ground in new sectors. Firstly, loyalty tech isn’t as expensive as it used to be.

Loyalty 45

Loyalty Trends Loyalty Programs Rewards Programs 45

Currency Alliance

DECEMBER 17, 2019

But there remain some fundamental things that loyalty programs need to achieve to weather the looming storm that open banking, mobile payments, aggregation models, and other marketplace dynamics will bring. More customers will want to earn more loyalty currencies – which is potentially fantastic for all brands.

Loyalty 64

Loyalty Strategy Loyalty Programs Travel 64

Currency Alliance

MARCH 30, 2022

Such a simple program quickly revealed invaluable insight into the customer and opened a whole new channel of communication across email, SMS and good old post! but within a few years it had become South Africa’s leading loyalty program. The business model was known to work, but the market context led to a costly mistake.

Loyalty 52

Loyalty Loyalty Programs Resources Airlines 52

Currency Alliance

NOVEMBER 14, 2019

Nobody in loyalty could have missed The Times’ headline in October, about the Committee for Climate Change (CCC) proposal to start taxing frequent flyer programs (FFPs), or even to shut them down, under the assumption that they increase flying. Brands made it easier to spend their loyalty currencies in 2018 and 2019 – which is great.

Loyalty 40

Loyalty Trends Loyalty Programs Hotels 40

Currency Alliance

AUGUST 22, 2022

The Points Bank in a loyalty program is the module of software that keeps track of all transactions related to issuing, redeeming, or exchanging points among loyalty program members, partners and other stakeholders. Core functionality of the loyalty points bank. Flexibility around loyalty incentives.

Banking 52

Banking Loyalty Loyalty Programs Airlines 52

Currency Alliance

MAY 9, 2022

Various loyalty systems have been built over the years specializing and catering to clients in one sector. When such systems provide an API to connect, they inherently force the requirements of the sector onto any other client. There is not even an effort in the loyalty sector to set standards. Flexibility: sector agnostic.

Loyalty 52

Loyalty Technology Loyalty Programs Multi-Channel 52

Currency Alliance

MAY 9, 2019

Consumers thought about cars and mass transit, while manufacturers of transportation assets thought about market share. Over the past 25 years, intense battles have been fought for flights, hotels, rental cards, activities between suppliers and aggregators. Building such habits is precisely what loyalty programs do. .

Loyalty 56

Loyalty Strategy Loyalty Programs Airlines 56

SurveySensum

FEBRUARY 20, 2024

Brand Example : Starbucks often surprises customers with free drink vouchers or extra loyalty points as a gesture of appreciation for their patronage. This could include freebies, exclusive access to events or promotions, or loyalty program benefits they weren’t expecting.

Customer Satisfaction 52

Customer Satisfaction Self Service Strategy Customer Journeys 52

SurveySensum

FEBRUARY 20, 2024

Brand Example : Starbucks often surprises customers with free drink vouchers or extra loyalty points as a gesture of appreciation for their patronage. This could include freebies, exclusive access to events or promotions, or loyalty program benefits they weren’t expecting.

Customer Satisfaction 52

Customer Satisfaction Self Service Strategy Customer Journeys 52

Currency Alliance

OCTOBER 29, 2019

The following quote baffles my mind: According to IRI Worldwide, 74% of consumers globally choose a store based on its effective loyalty programme.[i]. If 74% of consumers choose a store based on their loyalty program, then why do few loyalty programs have more than 25% of their customers participating?

Loyalty 40

Loyalty Loyalty Programs How To Hotels 40

Currency Alliance

JUNE 19, 2019

Independent of individual program achievements, the most important development across the industry has not been in individual technological triumphs, but a hastening structural shift in how brands understand and approach the purpose of their loyalty programs. This effort is a marked improvement. Kudos to them.

Loyalty 49

Loyalty Loyalty Programs Gamification Airlines 49

ProProfs Chat

DECEMBER 21, 2020

In fact, 47% of consumers end up switching to a different brand due to bad customer service. Work on fostering a deeper connection with both new and existing customers. Such sign ups or even product purchases later result in a high percentage of consumer defection. If anything, loyalty programs are soaring.

Strategy 98

Strategy Loyalty Programs Customers Loyalty 98