Pointillist

MARCH 22, 2018

The median CAC per $1 of upsells was only $0.28, about 24% of the cost to acquire each new customer dollar. The payback period for upsell revenue is only about a quarter, far less than that of new customers. Builds Stronger Customer Relationships. Leads to increased Customer Lifetime Value (CLV).

Analytics 71

Analytics Customer Journeys Hotels Touchpoint 71

Currency Alliance

DECEMBER 1, 2020

If companies keep operating their loyalty programs like they did in 2000, then by 2025 it’s likely they’ll be investing a lot of money in programs that their customers use only once, and quickly recognize it could be a decade before they reach interesting rewards. Why should investing in loyalty be different?

Loyalty Programs 52

Loyalty Programs Loyalty Multi-Channel Hotels 52

ShepHyken

APRIL 20, 2018

Customer service is the act of taking care of the customer’s needs by providing service and assistance before, during, and after the customer’s requirements are met. It’s part of the entire customer experience. The sum of all these points of contact is the customer experience. What does this mean exactly?

Customer Experience 81

Customer Experience Hotels Customer Journeys Conference 81

transcosmos Information Systems

AUGUST 17, 2017

In this ever-changing digital landscape, it’s important to offer a true omni-channel customer experience. It has the customer’s best interests at the center of it all. Customers interact with brands through different touch points, be it by phone, email, social media, or your website. It personalises the customer experience.

Omni-Channel 75

Omni-Channel Engagement Customer Experience Social Media 75

Optimove

JANUARY 16, 2024

Opti-X has transformed digital experiences across various touchpoints, resulting in higher customer satisfaction and improved conversion rates. OptiGenie : In November, we unveiled OptiGenie, a comprehensive AI-powered suite designed to empower brands in delivering highly personalized customer messages.

Net Promoter Score 52

Net Promoter Score CRM Analytics Telecommunications 52

Currency Alliance

DECEMBER 17, 2019

Top priorities remain: getting all your customer data in one enterprise CRM. incentivizing more touchpoints so that you can build emotional loyalty. being present at more stages in the customer journey. Do more with customer data in 2020. >Data >Data collection: integrate more touchpoints.

Loyalty 64

Loyalty Strategy Loyalty Programs Travel 64

Currency Alliance

DECEMBER 4, 2023

Reasons have included poor CRM capabilities hindering customer profiling, mismatches between what the customer wants and what CPGs/FMCSs are willing to fund, and complications with self-checkout terminals. Booths – a high-end British supermarket – recently removed most of its automated checkouts , citing poor customer experiences.

Loyalty 59

Loyalty Trends Data Marketing 59

Currency Alliance

DECEMBER 19, 2022

Today, revenue management systems know 30 days in advance, probably within one standard deviation, how many seats will be empty on any given flight, or how many hotel rooms will go unsold – and so both teams can work more proactively together, to optimize value for the company from that available inventory.

Loyalty 52

Loyalty Marketing Airlines Loyalty Programs 52

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. Too many brands still only reward customers with points when making a purchase.

Loyalty 40

Loyalty Loyalty Programs How To Hotels 40

SurveySparrow

OCTOBER 1, 2023

It’s a way to provide instant responses and support to a large number of customers simultaneously. Online Booking Platforms : When you book a flight or reserve a hotel room online, you’re using a low touch service. This approach is ideal for customers who value the convenience of making bookings independently.

Customer Experience 52

Customer Experience Customer Service Self Service Chatbots 52

Magellan Solutions

JUNE 10, 2019

Hotel answering service. Answering services give businesses the ability to provide instant and reliable assistance to their customers 24/7. Customer service. Customer service, by definition, is the act of assisting the customers before, during, and after a transaction. Internet answering service. Car renting.

Call Center 75

Call Center e-support Social Media Hotels 75

Currency Alliance

MAY 9, 2019

We also learned a lot about customer preferences based on their choices. Over the past 25 years, intense battles have been fought for flights, hotels, rental cards, activities between suppliers and aggregators. And that will keep the majority of customers loyal. This introduces a crucial concept: the booking portal.

Loyalty 56

Loyalty Strategy Loyalty Programs Airlines 56

Call Experts

JULY 27, 2023

Telecommunications The telecommunications industry heavily relies on customer service call centers to handle billing inquiries, technical support, service activations, and service disruptions. Call centers ensure seamless customer experiences, assist with itinerary modifications, and address any issues or emergencies during travel.

Call Center 52

Call Center Customer Service e-support Contact Center 52

John Paul

JULY 26, 2018

Concierge services are becoming accessible via connected smart-home assistants such as Amazon Alexa, and Google Home, as well as wearable devices like the 3rd Generation Apple Watch and the $3,000 wearable Android device from Louis Vuitton, the Tambour Horizon, bringing real-time convenience and connectivity to customers wherever they are.

Technology 45

Technology Hospitality Hotels Loyalty 45

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]. Your payment card may register at dozens of online and offline touchpoints every day. Actually, they do.

Banking 40

Banking Loyalty Consumers Loyalty Programs 40

Currency Alliance

JUNE 11, 2017

A few examples – just so readers don´t think I am inventing this – include Amazon Prime (household penetration), Nordstrom (multi-tender), Hilton Honors (redeeming with Amazon), La Quinta Hotels (Redeem Away), Tesco (increased redemption partners), and the list goes on.

Loyalty 52

Loyalty Loyalty Programs Multi-Channel Rewards Programs 52

Avaya

JANUARY 16, 2018

Keeping up with these expectations requires an environment in which customer data can be seamlessly gathered and provided across teams, processes and touchpoints. It was allowing hotels to deliver better value to guests with built-in room keys. IoT starts with the mobile app. Think smaller in 2018…specifically, mobile apps.

Customer Journeys 72

Customer Journeys Contact Center Consumers Financial 72

Currency Alliance

FEBRUARY 10, 2020

To see how valuable these partnerships could be, with proper data sharing, consider a partnership with a hotel. The member may tend to buy white label goods or discount brands – and so the supermarket might assume the customer is always a low spender. Town Lodge Hotels. As a result, the supermarket’s NPS has gone up and up.

Loyalty Programs 52

Loyalty Programs Loyalty How To Hotels 52

Currency Alliance

NOVEMBER 17, 2020

We also tend to trust companies less and are overwhelmed with information coming at us via multiple channels – 24/7 – so deploying solutions that help customers save time is key across every touchpoint. deploying AI to automate touchpoints. enabling more customer self-service. Proper and secure use of data.

Loyalty 52

Loyalty Trends Loyalty Programs Travel 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. Let's start by reviewing the basics of customer journey mapping and why it's such a valuable practice for your business. What's a customer journey map?

Customer Journeys 62

Customer Journeys Course Hotels Touchpoint 62

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

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. But they’re the same people who own the customer relationship, so it has the same effect on the customer experience. The results were impressive.

Loyalty 52

Loyalty Innovation Travel Loyalty Programs 52

Pointillist

JULY 5, 2019

In reality, customer experiences and opinions accumulate over time, and trust and resentment in customer relationships build over years. To truly understand customer feedback and make your voice of customer analysis actionable, it is essential to take a journey-based view. I conveniently ignored the email.

Voice of Customer 45

Voice of Customer Net Promoter Score NPS ROI 45

Currency Alliance

OCTOBER 27, 2017

We are seeing signs in loyalty – Hilton, La Quinta, Choice Hotels, and American Express are making it easier for their customers to use their points balances for a much wider array of products and services. People sense through every touchpoint when they are treated like a person rather than a number.

Loyalty 45

Loyalty Customer Engagement Engagement Loyalty Programs 45

SmartKarrot

APRIL 23, 2020

Customer Success vs Customer Experience: The Difference Between the Journey and the Destination : Customer experience concentrates on touchpoints, while customer success focuses on the end game. What is your mood as you settle into your hotel, meet the locals, and explore the food and culture?

Customer Success 10

Customer Success Customer Experience Effort Score Net Promoter Score 10