Chattermill

SEPTEMBER 11, 2019

The Relentless Pursuit Of The Perfect Customer Experience: A Netflix Story. customer experience. What can we learn from Netflix's attention to customer experience? The ultimate example of a company disrupting an industry with customer experience? Netflix is customer obsessed. by Harry Buckle on 12 Sep 2019.

Customer Experience 76

Customer Experience Touchpoint Entertainment Customer Journeys 76

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

ENGAGE.cx

OCTOBER 13, 2016

It starts with you jumping online to check out the availability with your favorite hotel company at your targeted destination. Before booking the room, you want to check a few details about the property, so you make a call to the company’s customer service department. Engagement Score Defines VIPs. Sound too good to be true?

Engagement 40

Engagement Guest Experience Hotels Hospitality 40

CSM Magazine

MAY 26, 2020

Steve DiGioia reveals his best strategies for winning back upset customers. It’s not the ROI, the seamless journey between touchpoints, or even the capacity to personalize the product or service we offer. I was standing outside our hotel restaurant one evening and noticed a middle-aged couple walking out of the restaurant.

Hospitality 59

Hospitality Hotels Tips Customers 59

Currency Alliance

FEBRUARY 20, 2023

That includes things such as issuing 2% in points on the customer’s birthday, or double the points value if they redeem on distressed inventory – and varying the points value for a whole range of other contextual reasons related to the purchase. Brands no longer need to be held hostage by legacy rules engines.

Loyalty 52

Loyalty Loyalty Programs Social Media ROI 52

Currency Alliance

APRIL 15, 2024

The optimal points to offer mostly depends on the frequency of engagement your brand has with target customers. Plus, many types of points are widely appreciated by customers, and are useful to the brand for scoring different customer actions while influencing behavior. This actually is not true.

Loyalty Programs 52

Loyalty Programs Loyalty Airlines Banking 52

Experience Investigators by 360Connext

FEBRUARY 12, 2015

Set up a service that is updated, integrated and easy for customers to use to get things done. Then customers pay, typically a monthly or annual licensing fee, to use the software for their data and receive the customer support and software updates necessary. Either way, ignoring SaaS customer experience is dangerous.

Customer Journeys 110

Customer Journeys Software Consulting Hotels 110

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. The question, now, is how we organize and optimize our marketing efforts to deliver consistency in the brand message, build a loyal base of customers, and increase share of wallet.

Loyalty 59

Loyalty Customer Engagement Engagement Airlines 59

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

Avaya

JANUARY 16, 2018

40% of executives recently polled by Avaya rate their company’s customer experience as “poor” or “average,” and 93% say they’ll be focusing on improving customer experience in 2018. AI technologies like Siri, Google, Alexa and Bixby are all taking shape with different customer experience strategies. New CX Predictions.

Customer Journeys 72

Customer Journeys Contact Center Consumers Financial 72

Smith+co CX

APRIL 17, 2014

According to research from Celebrus and Teradata , 80% of brands that responded to their survey see personalisation as key to their marketing success over the next two years and 78% plan to use real-time data in their multi-channel customer experience in the future. Image: Bryan Cook. But just what is the missing component?

Data 44

Data Multi-Channel Hotels Training 44

SurveySensum

FEBRUARY 20, 2024

That feeling is what businesses aim to achieve in order to keep customers happy and satisfied and keep coming back for more. But why is it important to improve customer satisfaction? Because acquiring a new customer can cost five times more than retaining an existing one. So, what exactly is customer satisfaction?

Customer Satisfaction 52

Customer Satisfaction Self Service Strategy Customer Journeys 52

SurveySensum

FEBRUARY 20, 2024

That feeling is what businesses aim to achieve in order to keep customers happy and satisfied and keep coming back for more. But why is it important to improve customer satisfaction? Because acquiring a new customer can cost five times more than retaining an existing one. So, what exactly is customer satisfaction?

Customer Satisfaction 52

Customer Satisfaction Self Service Strategy Customer Journeys 52

CSM Magazine

MAY 19, 2023

Customer Experience Engineering (CXE) is a growing field that focuses on designing, managing, and improving the interactions between a company and its customers. At its core, customer experience engineering seeks to ensure that every touchpoint a customer has with a company leaves a positive and lasting impression.

Customer Journeys 52

Customer Journeys Customer Experience Net Promoter Score Effort Score 52

Currency Alliance

JUNE 11, 2019

A 2018 Collinson study reported that 66% of financial services professionals say their bank “does not understand why customers are loyal or have a strategy to strengthen customer relationships”[i]. Bribing customers is easy and, as with most easy initiatives, not very profitable. Actually, they do. Extra what? in 2017[vii].

Banking 40

Banking Loyalty Consumers Loyalty Programs 40

SurveySparrow

OCTOBER 1, 2023

Customer service is no longer a mere exchange of goods and services. Do you remember the last time you received truly exceptional customer service? If you do, the fact that you recall it is proof of high-touch customer service! If you do, the fact that you recall it is proof of high-touch customer service!

Customer Experience 52

Customer Experience Customer Service Self Service Chatbots 52

PeopleMetrics

MAY 12, 2022

Customer journey mapping can make the crucial difference between driving business success and seeing flagging customer satisfaction, retention rates, and revenue. Creating an amazing customer experience (CX) is an intentional process. Customer journey mapping is a foundational part of that process.

Customer Journeys 62

Customer Journeys Course Hotels Touchpoint 62

ShepHyken

JULY 1, 2022

He writes about the impact on the customer experience that metaverse will have on the travel industry and how customers and brands will navigate the new developments. Customer service in the travel industry begins when a person reveals an interest to explore and decides to travel. ChatBots and AI. Smart Rooms. Virtual Reality.

Airlines 74

Airlines Travel Hotels Social Media 74

Currency Alliance

JUNE 16, 2020

As more holistic marketing initiatives, loyalty mechanics were harnessed to drive and measure engagement across channels, and across many more customer touchpoints. The incredible degrees of customer engagement that have been achieved, should inspire and guide the efforts of loyalty marketers in the coming year.

Loyalty 52

Loyalty Innovation Travel Loyalty Programs 52

Oracle

JANUARY 17, 2019

While businesses across industries and verticals are making efforts to improve their overall customer experience (CX), the term “customer experience” is often misinterpreted or vaguely understood. So what is customer experience? Why customer experience is invaluable. That’s bad CX.

Customer Experience 111

Customer Experience Sports Touchpoint Hotels 111

ShepHyken

MAY 14, 2021

This week we feature an article by Ashwini Dave, a digital marketing expert at Acquire , a conversational customer experience software platform. She shares five rules that businesses should follow to create a great customer experience. Drive customers towards self-help. Let’s jump right in. Offer a personalized experience.

Customer Journeys 92

Customer Journeys Self Service Customer Experience e-support 92

Currency Alliance

NOVEMBER 16, 2021

Flexibility around loyalty redemptions is crucial to creating meaningful value for every customer. Rewards that are interesting for less-frequent customers, as well as to frequent customers, motivate every customer to engage more, and increase the share of wallet that they allocate to your brand. Motivation.

Loyalty 52

Loyalty Loyalty Programs Ecommerce Touchpoint 52

Currency Alliance

NOVEMBER 16, 2021

Flexibility around loyalty redemptions is crucial to creating meaningful value for every customer. Rewards that are interesting for less-frequent customers, as well as to frequent customers, motivate every customer to engage more, and increase the share of wallet that they allocate to your brand. Motivation.

Loyalty 52

Loyalty Loyalty Programs Ecommerce Touchpoint 52

Currency Alliance

DECEMBER 4, 2023

This year, a continuing key theme in loyalty will be the ability to drive even greater customer value at lower direct cost. That is driving brands and customers alike to be more earnest in the pursuit of value a significant acceleration in the deployment of more cost-effective marketing and loyalty technology.

Loyalty 59

Loyalty Trends Data Marketing 59

Currency Alliance

OCTOBER 27, 2017

As technologies mature and customer behavior changes, markets must evolve to remain relevant. Customers expect flexibility and convenience from the companies they do business with because people live in a world where almost everything is accessible with a few clicks on their smartphone.

Loyalty 45

Loyalty Customer Engagement Engagement Loyalty Programs 45

Currency Alliance

DECEMBER 19, 2022

In loyalty, this can be especially powerful in using distressed inventory to create greater customer value for members, in adjusting margins based on demand, or proactively managing program liability. This will allow brands to build greater affinity by anticipating customer objectives and being present when the customer needs your help.

Loyalty 52

Loyalty Marketing Airlines Loyalty Programs 52

Currency Alliance

FEBRUARY 26, 2019

Businesses, their markets, and customer behavior have evolved dramatically in the past 10 years, yet most loyalty programs have only made incremental changes (in some cases to the detriment of customers). A great loyalty strategy runs in sync with the business and permeates virtually every customer-facing aspect.

Loyalty 45

Loyalty Strategy Loyalty Programs Hotels 45

Currency Alliance

DECEMBER 17, 2019

Much of the bad has derived from a lack of belief or understanding from CEOs, who constrain budgets, and prop up short-term earnings with value that ought to flow to customers. New regulatory frameworks, such as GDPR and open banking, are going to give your competitors access to data about your best customers. Source: BCG.

Loyalty 64

Loyalty Strategy Loyalty Programs Travel 64

Pointillist

MAY 23, 2018

More and more marketers and customer experience professionals are now looking for the best customer journey analytics platform to understand and engage with individual customers at a personal level, at scale. But, once you begin to look into customer journey analytics at a deeper level things become much less clear.

Customer Journeys 90

Customer Journeys Analytics How To Touchpoint 90

Optimove

FEBRUARY 14, 2023

Brands that bring consistently relevant and valuable omnichannel experiences enjoy an almost 10% year-on-year increase in revenues and retain 90% of their customers on average (Aberdeen Group). Delighted customers with no interest in playing the field regarding loyalty. A great omnichannel experience is better for customers.

Omni-Channel 52

Omni-Channel Marketing Hospitality Travel 52

Currency Alliance

NOVEMBER 4, 2022

Most brands fund loyalty points without any revenue from interchange fees – and they will gladly fund a bank’s loyalty points if they know the program is popular with their existing and potential customers. Merchants have always needed to balance their marketing investments across various channels of customer acquisition and retention.

Loyalty 52

Loyalty Marketing Loyalty Programs Banking 52

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! Partnering with complementary brands compensates for a lack of internal resource by adding customer value that your own business could not afford to create independently.

Loyalty 52

Loyalty Loyalty Programs Resources Airlines 52

Currency Alliance

DECEMBER 13, 2018

YouGov data from the UK shows that even the youth demographic – supposedly disloyal – thinks that points programs “are a good way for brands to reward customers and 59% think all brands should offer one.”. The outcome for the brands which succeed will be in getting 25-50% more customers engaged with their loyalty strategies.

Loyalty 45

Loyalty Trends Loyalty Programs Rewards Programs 45

Currency Alliance

OCTOBER 29, 2019

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? Customers are interested in earning a meaningful amount of value, but the value they receive does not meet minimum expectations – so people quit. The answer is simple.

Loyalty 40

Loyalty Loyalty Programs How To Hotels 40

Kitewheel

MARCH 25, 2019

What changes has your business made this year to improve the experience customers have with your brand? Last year, we saw incredible growth in Customer Experience (CX) investments and for good reason. Most businesses struggle to connect all of the relevant data on their customer experience. Identify customer pain points.

ROI 76

ROI Hotels Customer Journeys Retail 76

Optimove

JANUARY 16, 2024

In addition, we are honored by our partners, employees, and investors who have been instrumental in helping Optimove create the first Customer-Led Marketing Platform to uphold our promise: to unleash brands’ full potential so they can gain their customer’s loyalty for life.

Net Promoter Score 52

Net Promoter Score CRM Analytics Telecommunications 52

Currency Alliance

JUNE 19, 2019

Really, for those relatively few brands achieving impressive levels of customer engagement, it’s breath-taking how fast the industry has progressed in such a short time. Points are perceived by customers as a kind of currency; underperforming loyalty brands, equally, prioritize this purely transactional insight.

Loyalty 49

Loyalty Loyalty Programs Gamification Airlines 49