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NOVEMBER 25, 2019

Consumer Shipping: 78%. Hotels: 76%. Learn how to use the CSAT metric, boost loyalty, and prove the ROI of your efforts. Computer Software: 79%. Cooperative Energy Utilities: 75%. Credit Unions: 81%. Department and Discount Stores: 76%. Financial Advisors: 80%. Fixed-Line Telephone Service: 70%. Food Manufacturing: 82%.

Customer Satisfaction 293

Customer Satisfaction Industry Effort Score Apparel 293

C3Centricity

MAY 20, 2019

It is true that without satisfaction, customers will not return to a hotel or restaurant. However, despite this, I believe that the hospitality industry has a lot it can learn from consumer packaged goods (CPG). From ROI / ROR to ROE. And they will almost certainly share their (bad) experiences with anyone who will listen.

Industry 218

Industry Strategy Hospitality Hotels 218

Kerry Bodine

OCTOBER 20, 2021

We find this simple, yet powerful chain of events in both business-to-consumer (B2C) organizations — like hotels and retailers — and in business-to-business (B2B) organizations — like consulting firms and enterprise software developers. Add that into your CX business case, and you’ll soon be on the superhighway to success.

Customer Experience 227

Customer Experience B2C Hotels B2B 227

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. Consumers are becoming a lot more deliberate in their pursuit of pleasure – but also a lot more deliberate in other spending categories. One year ago, there might have been 2 people in 50.

Loyalty 72

Loyalty Consumers Marketing Loyalty Programs 72

TechSee

FEBRUARY 5, 2019

ROI is fundamental, as C-suite executives at leading service providers demand measurable returns from their outlay. Answering the pressing need for ROI, the do it yourself approach – powered by intelligent virtual assistants – will continue to deflect the need for human interaction, delivering huge cost savings.

Trends 173

Trends Customer Experience Self Service ROI 173

Gravy Analytics

AUGUST 19, 2019

Anonymous mobile location signals, when cleansed, aggregated, and enriched, give marketers new insight into consumer behavior. This data can be used to improve ad CTRs and ROI, for competitive intelligence, and to improve the customer experience. What are Visitations? How can I use Visitations?

Hotels 71

Hotels Travel ROI Consulting 71

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? The problem with CLOs.

Banking 40

Banking Loyalty Consumers Loyalty Programs 40

Strativity

JANUARY 6, 2023

This year and beyond, companies in any space—whether apparel, food, or fitness—need to prioritize creating ecosystems consumers can’t live without. In the travel space, for example, you can book a flight on American Airlines and earn points for Hyatt hotels. Some industries are already doing this well. Design for the ecosystem.

Brands 52

Brands Apparel Airlines Hotels 52

Currency Alliance

APRIL 15, 2024

Today, brands in many industries, from ecommerce or direct-to-consumer brands, to CPGs, to publishers and more, are now investing more heavily in loyalty. But the truth is that consumers simply don’t need or want a different loyalty currency for every brand they shop. This is in the best interests of both consumers and brands.

Loyalty Programs 52

Loyalty Programs Loyalty Airlines Banking 52

Eptica

APRIL 1, 2020

Author: Steve Nattress Self - service is already a key part of delivering the customer experience that today’s consumers expect. Whether it is providing answers to routine queries via web self - service systems or enabling consumers to make changes to their accounts themselves without calling or emailing, the benefits are clear.

Self Service 75

Self Service Knowledge Base ROI Hotels 75

Currency Alliance

MARCH 28, 2023

This is to increase participation among those less frequent customers who are never going to get to a free flight, hotel stay, or iPad. In short: it will increase loyalty engagement by enabling greater freedom and choice around redemptions; and, when dynamic value allocation is incorporated, will produce greater ROI.

Loyalty Programs 52

Loyalty Programs Loyalty Hotels Airlines 52

North Highland

SEPTEMBER 3, 2019

While measuring impressions and reach of a sponsorship at an event like this will easily show one facet of success, it can be challenging to prove ROI and show that the sponsorship was a worthwhile business investment. But these human connections are hard to measure and challenging to relate to ROI.

Hospitality 61

Hospitality Industry Sports ROI 61

Currency Alliance

MAY 20, 2024

Consumers used to show loyalty to their main bank more or less by default. Furthermore, younger consumers now like incurring far less debt than older generations, so banks are now earning less revenue from credit card fees and loans. as well as travel.

Banking 52

Banking Loyalty Loyalty Programs Ecommerce 52

Currency Alliance

NOVEMBER 4, 2022

Next, we explain how to increase the perceived value of your loyalty currency, so that your loyalty program is more effective, and the ROI increases. Rationalizing loyalty ROI vs other marketing channels. The more sophisticated merchants allocate funds across all these channels based on the CAC and channel ROI.

Loyalty 52

Loyalty Marketing Loyalty Programs Banking 52

C3Centricity

DECEMBER 31, 2018

This post shares the three lessons learnt from a personal (bad) experience with a hotel chain and its “guaranteed lowest price” promise. If this is your situation, just follow the detailed steps of this post and you will soon be doubling, quadrupling, if not 10x the ROI of your data! These are: 1.

Brands 208

Brands Strategy Customer Journeys Infographics 208

Currency Alliance

MARCH 20, 2020

Do this first, and you will generate high-velocity point earning and redemption; a virtuous ecosystem that drives significant ROI, and significant barriers to competitors trying to make a similar move. To tackle this problem, Choice Hotels has positioned itself as ‘A Faster Way to Rewards’, allowing customers to select perks such as $2.50

Loyalty Programs 52

Loyalty Programs Loyalty Hotels Travel 52

Storyminers

JULY 6, 2020

Arie’s industry specialties include: Financial Services, Credit Card, Consumer Lending, Retail, Internet, Telecommunications, and other services companies. A Renaissance Golf Resort, MI, recognized as one of the World’s Best Hotels by Travel+Leisure magazine. Most recently, he was named one of Campaign US ’ Digital 40 over 40.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Currency Alliance

OCTOBER 12, 2020

You might know that prior to the 1980s, consumer demand for products typically exceeded supply. So, let’s wrap up by envisioning a loyalty program that would dominate the market and shift consumer spending to the collaborating partners. But, the hotel operator also knows it only costs about 7€ to clean a room.

Loyalty 98

Loyalty Marketing Loyalty Programs Banking 98

Maru Group

AUGUST 13, 2019

It reports: “Several big-name companies have recently done away with the CMO position altogether—including Johnson & Johnson, Uber, Lyft, Beam Suntory, Taco Bell and Hyatt Hotels, accelerating a trend that began a few years ago.”. From the GRBD report ROI of Insights. Insights is transitioning from reacting to leading.

Handbook 40

Handbook Marketing ROI Return on Investment 40

Experience Matters

JUNE 16, 2015

We asked thousands of consumers to give an NPS to 293 companies across 20 industries, and then we examined the connection between NPS and four key areas of loyalty.

Report 120

Report Net Promoter Score Wireless Airlines 120

Storyminers

JULY 6, 2020

Arie’s industry specialties include: Financial Services, Credit Card, Consumer Lending, Retail, Internet, Telecommunications, and other services companies. A Renaissance Golf Resort, MI, recognized as one of the World’s Best Hotels by Travel+Leisure magazine. Most recently, he was named one of Campaign US ’ Digital 40 over 40.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

North Highland

SEPTEMBER 16, 2019

Summer 2019 provided the timeshare industry with its first glimpses of a shifting consumer landscape. This shift sees all industry players reexamining product offerings, marketing, and sales processes as traditional consumers begin to wane and the next generation of buyers comes into view.

Travel 45

Travel ROI CRM Entertainment 45

Optimove

JANUARY 16, 2024

To the Stakeholders of Optimove: At Optimove, we have the job of ensuring that leading brands create deep, lasting relationships with their consumers. However, this method has proven rigid and unable to meet consumers on their terms. Similarly, marketers cannot predict each consumer’s journey.

Net Promoter Score 52

Net Promoter Score CRM Analytics Telecommunications 52

Eptica

APRIL 18, 2018

Author: Pauline Ashenden Not only are holidaymakers now booking their travel and accommodation online, but the web has also paved the way for new business models, with more people going direct to hotels and airlines rather than booking complete packages from traditional travel agents. Why it is time to calculate the ROI of VoC programs.

Travel 49

Travel Brands Airlines Customer Experience 49

Currency Alliance

FEBRUARY 20, 2023

This means that if you can vary the value of an action or price of a reward, you can optimize your loyalty program for greater customer engagement and ROI. Context’, as described in the next section, is constantly changing, and incentives should change as well to optimize medium-term ROI. These are just examples.

Loyalty 52

Loyalty Loyalty Programs Social Media ROI 52

Currency Alliance

DECEMBER 4, 2023

The ability to target investment more precisely, with less wastage, and greater certainty of a positive customer experience, is steadily removing a lot of the uncertainty and risk around brands’ marketing ROI. Those companies that started this migration to modernize technology in the past 2-3 years will certainly start seeing the ROI in 2024.

Loyalty 59

Loyalty Trends Data Marketing 59

ShepHyken

JULY 26, 2019

Your tickets happen to arrive early, and the hotel automatically upgrades your room as complimentary. Consumer research. Measure the ROI at regular intervals – Last but certainly not the least, measuring the return of Investment. Here you get a chance to deliver excellent customer service. Marketplace data.

Software 115

Software Strategy Company Customer Experience 115

Currency Alliance

DECEMBER 17, 2019

This has mostly been via low-investment, tactical approaches that increase ROI, and educate the C-suite regarding long-term strategic value. Of course, as well as consumer-facing data collection points, the right technology on the business-side is needed to reap the benefits. >Data management: apply modern tools.

Loyalty 64

Loyalty Strategy Loyalty Programs Travel 64

Currency Alliance

NOVEMBER 14, 2018

Nectar Points, Air Miles and Amex’s short-lived Plenti all ran into trouble at least in part because their high fees prevented brands from passing sufficient value on to consumers. Hotel loyalty programs are coming round to this view. Indeed, some loyalty program operators have got greedy. This is a missed revenue opportunity.

Loyalty 45

Loyalty Loyalty Programs Hotels Travel 45

SurveySparrow

JANUARY 5, 2021

We are quite familiar with the term, ROI or returns on investment. When it comes to measuring the benefits of a particular cost-related investment, there’s no effective metric available then return on investment (ROI). You can use both ROX and ROI to form a more controlled and better experience for your company’s success.

Employee Experience 52

Employee Experience Measurement Net Promoter Score Effort Score 52

Qualtrics

APRIL 22, 2020

Life as we knew it before COVID-19 will take time to return, and even when it does we’re likely to be in a ‘new normal’, as the crisis impacts consumer behaviors going forward. 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

Currency Alliance

NOVEMBER 14, 2019

Hotels need to get rid of tiny plastic shampoo bottles (or prove that they are better than alternatives). At the Loyalty Surgery this year, IBM’s Greg Land said that their modern martech trial at Malaysia Airlines performed extremely well, delivering a 43% improvement in ROI. CEO Glenn Fogel said…. This is so true.

Loyalty 40

Loyalty Trends Loyalty Programs Hotels 40

Currency Alliance

MARCH 30, 2022

At many businesses, however, loyalty teams still attract relatively few resources compared to the ROI that loyalty can deliver when best-practices are observed. Innovating with scant resources. In recent years, brands have invested more in loyalty. Loyalty departments have not always had easy relationships with CFOs and CEOs.

Loyalty 52

Loyalty Loyalty Programs Resources Airlines 52

Currency Alliance

JUNE 11, 2017

From the customer perspective, it amounts to a Revolution – where brands are finally giving into what has been a ‘peaceful demonstration’ gaining momentum for several years – namely that it is too difficult to accumulate much value among so many incompatible loyalty point currencies/programs – so consumers quit.

Loyalty 52

Loyalty Loyalty Programs Multi-Channel Rewards Programs 52

NetBase

OCTOBER 29, 2018

The energy of the city and the crowd of brands, agencies, and social analytics enthusiasts was palpable as we settled in to The New Yorker, A Wyndham Hotel for the second half of our October tour. Fully Understand Social Conversations and Drive Your Business with Demonstrable ROI. Syncing Content with Purpose.

Brands 60

Brands Social Media Analytics Conference 60

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? The answer is simple.

Loyalty 40

Loyalty Loyalty Programs How To Hotels 40

Currency Alliance

FEBRUARY 26, 2019

Customer data: maximize ROI. You can see this in the Gartner CMO survey: Loyalty marketing has traditionally suffered from the difficulty in measuring ROI (especially in the short-term). Choice Hotels’ Smart Privilege scheme is another good example. Choice Hotels introduced a Book. Maximize ROI from Customer Data.

Loyalty 45

Loyalty Strategy Loyalty Programs Hotels 45