Optimove

FEBRUARY 14, 2023

Today’s consumers want to interact with the brands they love 24/7; on your app, in your store, and on your social media feeds and website. 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).

Omni-Channel 52

Omni-Channel Marketing Hospitality Travel 52

Experience Investigators by 360Connext

NOVEMBER 12, 2014

In the rush to amaze and delight, a la Zappos , organizations often overlook ways to truly provide experiences meaningful to that customer. 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. A great experience, but for whom?

Brands 259

Brands Hotels Consulting Loyalty Programs 259

BirdEye

APRIL 24, 2023

Digital marketing is a powerful way to connect with your customers and grow sales. From the exciting growth of social media to the importance of data analytics and artificial intelligence (AI), today’s digital landscape presents an abundance of opportunities for marketers to connect with customers like never before.

Marketing 93

Marketing Social Media B2C Advertising 93

ShepHyken

APRIL 30, 2021

Dhruv Mehta is a Digital Marketing Professional at Acquire , a customer engagement platform that focuses on conversational CX. He writes about using technology to meet the evolving needs of customers and preparing for future disruptions.?. The changing conditions in 2020 redefined how we lived and worked.

Customer Service 145

Customer Service Chatbots Omni-Channel Analytics 145

Currency Alliance

DECEMBER 4, 2023

I anticipate this next wave will transform the way brands think about the virtuous circle of capturing customer data to drive improved customer engagement. If you’re considering joining a loyalty coalition or operating one, as do many brands in travel, retail and financial services – there are a few things to keep in mind.

Loyalty 59

Loyalty Trends Data Marketing 59

SurveySensum

FEBRUARY 20, 2024

Here’s a roadmap to help you get there: Gather Feedback : Gather feedback on a regular basis from your customers on different aspects of your business, but don’t limit yourself to traditional CSAT or NPS surveys. Take advantage of different types of surveys at different touchpoints of the customer journey.

Customer Satisfaction 52

Customer Satisfaction Self Service Strategy Customer Journeys 52

SurveySensum

FEBRUARY 20, 2024

Here’s a roadmap to help you get there: Gather Feedback : Gather feedback on a regular basis from your customers on different aspects of your business, but don’t limit yourself to traditional CSAT or NPS surveys. Take advantage of different types of surveys at different touchpoints of the customer journey.

Customer Satisfaction 52

Customer Satisfaction Self Service Strategy Customer Journeys 52

SurveySensum

MAY 2, 2024

The new treats became instant bestsellers, driving sales and customer engagement. This is the power of closing the loop – not just listening to feedback but delving into the data to reveal hidden gems that transform your offerings and delight your customers. This is the power of effective customer feedback.

Examples 52

Examples Customer Service Social Media Loyalty 52

Optimove

MAY 25, 2023

You can develop cross-sell strategies specific to each group by creating targeted customer segments. For instance, you might identify a segment of business professionals who frequently travel and offer them international roaming packages or unique data plans designed for remote work.

Multi-Channel 52

Multi-Channel Strategy Customer Journeys Touchpoint 52

SurveySparrow

JULY 3, 2021

In fact, 73% of people admit customer experience is an essential factor in their purchasing decisions. Yet only 49% of consumers say companies provide a good customer experience. Customer experience encompasses someone’s entire journey with your brand, whereas customer service usually reflects a single touchpoint.

Brands 59

Brands Customer Experience Customer Journeys Social Media 59

Currency Alliance

FEBRUARY 20, 2023

Loyalty rules explained Loyalty rules are needed because different customer actions are more or less valuable to the business, and different redemptions are more or less profitable. 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.

Loyalty 52

Loyalty Loyalty Programs Social Media ROI 52

Hero Digital

MARCH 12, 2019

Instead of trying to integrate all touchpoints at once, create a test case with a high likelihood of delivering an acceptable and short term ROI. To do so, choose one or two customer segments that provide high-value. These travelers likely can offer a substantial upside revenue potential with just an average of one additional booking.

Omni-Channel 46

Omni-Channel Customer Experience Airlines Touchpoint 46

SurveySparrow

SEPTEMBER 18, 2023

Important Components of Customer Experience Benchmarking Customer experience benchmarking involves a few key parts that work together to improve how customers feel about your business: 1. When they see that their efforts result in happier customers, it boosts their morale and job satisfaction.

Metrics 52

Metrics Net Promoter Score Customer Experience Customer Journeys 52

SurveySensum

NOVEMBER 22, 2023

customers should feel like they can knock on your door at any time and leave their feedback. Off-Site Feedback Outreach Social Media : There are around 4.62 billion active social media customers. That’s why use your social media accounts as virtual community bulletin boards.

Feedback 52

Feedback Customer Insights e-support Social Media 52

Currency Alliance

OCTOBER 12, 2021

The majority of existing partnerships at big loyalty programs are brokered with one goal in mind: creating more value for the most frequent customers. For airlines and hotel groups, frequent customers are business travelers, so their partner mixes are heavily biased toward fellow travel brands. I’m a case in point.

Loyalty 59

Loyalty Loyalty Programs Airlines Travel 59

Currency Alliance

DECEMBER 19, 2022

This article will cover the key opportunities for AI in loyalty – and more widely in the travel and retail sectors. Few travel companies have a problem with the quantity of data, but given the many business units in a typical travel company, getting all the right data into a single, logical repository to let AI do its job, remains elusive.

Loyalty 52

Loyalty Marketing Airlines Loyalty Programs 52

Currency Alliance

APRIL 15, 2024

Nobody with $100 in pesos leftover from a recent trip would travel back to Mexico just to spend them, but they might exchange them back into dollars. Many people who travelled regularly (until overseas card payments became the norm) collected coins and banknotes from dozens of different countries, holding them for decades.

Loyalty Programs 52

Loyalty Programs Loyalty Airlines Banking 52

Experience Investigators by 360Connext

FEBRUARY 12, 2015

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. TripIt by Concur – This travel organizer has saved me on countless occasions. Let us know! Image credit: docbaty via Creative Commons license.

Customer Journeys 110

Customer Journeys Software Consulting Hotels 110

Qualtrics

FEBRUARY 16, 2021

Listen to how travel and hospitality organizations are reimagining the guest experience. Vaccinations give travelers hope and a sigh of relief to the entire industry but this will take time, and even still hospitality and travel businesses should be aware of the current trends that may affect them: Guests are more safety-conscious .

Guest Experience 49

Guest Experience Trends Tips Hotels 49

NobelBiz

FEBRUARY 22, 2023

This is accomplished by tracking the different touchpoints a client has with the contact center, such as hold time, number of calls made, and other pertinent metrics from the self-service system. The data is useful for assessing agent performance and improving customer engagement.

Call Center 52

Call Center Analytics Contact Center How To 52

Eptica

SEPTEMBER 28, 2016

This means that if a company provides an extremely positive experience it will create a loyal customer , or if service is dire, someone that will take to social media to share their disappointment and anger. This surveyed over 10,000 UK consumers, asking their opinions on 287 brands spread over 10 sectors.

Customer Experience 48

Customer Experience Social Media Multi-Channel Customer Journeys 48

Chattermill

SEPTEMBER 11, 2019

They’re shaking up the entertainment industry and offer a blueprint for delighting customers. Imagine if you clicked on to your favourite travel website you could book a stay, in a hotel in your preferred type of room. Netflix, Amazon and Spotify have trained us to expect a smooth customer journey with little to no friction.

Customer Experience 76

Customer Experience Touchpoint Entertainment Customer Journeys 76

Currency Alliance

NOVEMBER 17, 2020

It allows us to keep customers engaged when business plans fly out the window, due to marketplace calamities, such as the Covid-19 pandemic. Under the microservices model, customer data is in one enterprise CRM that coordinates with one enterprise Campaign Management System to coordinate touchpoints.

Loyalty 52

Loyalty Trends Loyalty Programs Travel 52

Oracle

DECEMBER 14, 2020

The first CX ISV finalist, Conversocial , provides a customer experience platform for messaging and social media engagement across the customer journey. Movable Ink , another Markie finalist, activates any data into real-time, personalized content in any customer touchpoint.

Innovation 52

Innovation Self Service Company Software 52

Eptica

JANUARY 22, 2016

While the general trend shows a decline in customer service, the Index, which tracks customer satisfaction for over than 330 companies in 43 industries based on interviews with 70,000 customers, did highlight some sectors where there were positive gains. Share this page on: Tweet.

Customer Service 48

Customer Service Social Media Retail Contact Center 48

Currency Alliance

MAY 9, 2017

For many years companies have given rewards to customers in exchange for increased share of wallet and information that enables marketing activities. In part this is because the biggest travel loyalty programs are getting watered down and due to the tremendous proliferation of other incompatible loyalty programs.

Loyalty Programs 40

Loyalty Programs Loyalty Social Media Consumers 40

Currency Alliance

NOVEMBER 22, 2016

For many years companies have given rewards to customers in exchange for increased share of wallet and information that enables marketing activities. In part this is because the biggest travel loyalty programs are getting watered down and due to the tremendous proliferation of other incompatible loyalty programs.

Loyalty Programs 40

Loyalty Programs Loyalty Social Media Consumers 40

Currency Alliance

FEBRUARY 10, 2021

In my opinion, if someone believes they have reached ‘best practice’, then they typically stop thinking about how to create more value for all stakeholders, and simply allow inertia to drive their customer engagement efforts. Non-purchase touchpoints might include your customers: mentioning your brand in a positive way on social media.

Loyalty Programs 52

Loyalty Programs Loyalty How To Touchpoint 52

Currency Alliance

NOVEMBER 16, 2021

If customer engagement falls off, it becomes exponentially more challenging to influence behaviors among the majority of customers. Few professionals think deeply about the characteristics of a reward catalog, and why they are important in driving customer engagement. Burn touchpoints in a redemption ecosystem.

Loyalty 52

Loyalty Loyalty Programs Ecommerce Touchpoint 52

Currency Alliance

NOVEMBER 16, 2021

If customer engagement falls off, it becomes exponentially more challenging to influence behaviors among the majority of customers. Few professionals think deeply about the characteristics of a redemptions catalog and why they are important in driving customer engagement. Burn touchpoints in a redemption ecosystem.

Loyalty 52

Loyalty Loyalty Programs Ecommerce Touchpoint 52

Currency Alliance

APRIL 10, 2021

Non-purchase touchpoints might include your customers: mentioning your brand in a positive way on social media. Rewarding non-transactional touchpoints increases the customer’s lifetime value. Grocery chains tend to have high frequency and high monthly spend, so they can reach 60-75% customer participation.

Loyalty 52

Loyalty Marketing Loyalty Programs Touchpoint 52

Currency Alliance

FEBRUARY 26, 2019

Partners: optimize the mix to appeal to a broader array of customers. Emotional loyalty: add incentives along many touchpoints in customer journeys. A loyalty program should be relevant to 80% of customers. For example, maximizing customer Lifetime Value (LTV) might be the primary objective. Define the strategy.

Loyalty 45

Loyalty Strategy Loyalty Programs Hotels 45

Experience Matters

APRIL 7, 2015

Clarabridge connects to all sources of customer feedback, including ratings and reviews , chat , both Clarabridge-generated and third-party surveys , blogs and forums , emails , call centers , social media , and voice recordings. We brought the industry’s first customer engagement hub to market. NICE Systems.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

Currency Alliance

DECEMBER 13, 2018

The outcome for the brands which succeed will be in getting 25-50% more customers engaged with their loyalty strategies. share of overall budgets was allocated to marketing personalization[iv], particularly in the biggest loyalty sectors: travel, hospitality & retail. The evolution of loyalty marketplaces. 2018 saw a 14.2%

Loyalty 45

Loyalty Trends Loyalty Programs Rewards Programs 45

Currency Alliance

OCTOBER 29, 2019

At a business level, this is because they breed short-sighted reporting, drawing undue attention to the immediate transactional relationship, rather than the long-term value of a customer relationship across multiple touchpoints. But it’s also because the factors that affect a customer’s loyalty are not static, but highly fluid.

Loyalty 40

Loyalty Loyalty Programs How To Hotels 40

SmartKarrot

FEBRUARY 8, 2022

People now have many mediums to share their experience about a brand or a product, and this user-generated content can travel very far and wide. So, businesses cannot ignore customer experience at any cost. Any B2B SaaS business must have a well-defined customer experience strategy.

B2B 21

B2B Customer Experience Multi-Channel Roadmap 21

Currency Alliance

MARCH 21, 2019

Not only does this lead to conflicting messages being sent to the same customer at roughly the same time, but it also means the analytics module is only ever working off an incomplete subset of data. Loyalty is earned by the customer’s cumulative experiences with a brand, across all its touchpoints. Redemption Catalog.

Loyalty 58

Loyalty Banking Loyalty Programs CRM 58