Currency Alliance

MAY 21, 2017

Hotel group cards. Most consumers belong to many customer loyalty programs, but are not active in a lot of them. So they lose interest in participating, and most of those loyalty cards end up in a drawer rather than the wallet. Fragmentation of customer loyalty programs doesn’t benefit merchants much, either.

Loyalty Programs 40

Loyalty Programs Loyalty Airlines Hotels 40

Currency Alliance

NOVEMBER 21, 2016

Hotel group cards. Most consumers belong to many customer loyalty programs, but are not active in a lot of them. So they lose interest in participating, and most of those loyalty cards end up in a drawer rather than the wallet. Fragmentation of customer loyalty programs doesn’t benefit merchants much, either.

Loyalty Programs 40

Loyalty Programs Loyalty Airlines Hotels 40

BirdEye

NOVEMBER 30, 2023

Therefore, the role of travel agencies has become more critical than ever as they craft these personalized and hassle-free travel experiences for their customers. With the right travel agency marketing strategy, travel agents and businesses can attract the ideal client to their business and grow rapidly.

Travel 110

Travel Marketing Social Media Hotels 110

Beyond Philosophy

JUNE 1, 2015

Are, beyond customers who would be loyal anyway, are they driving more purchase activity and narrowed consideration sets? Are, beyond customers who would be loyal anyway, are they driving more purchase activity and narrowed consideration sets? And, what is the impact of loyalty programs on enterprise profitability?

Loyalty Programs 60

Loyalty Programs Loyalty Airlines Hotels 60

Currency Alliance

OCTOBER 11, 2018

Countless articles have been written about enhancing the hotel customer experience (CX) with technology. The hotel market is becoming more competitive, with a larger share of wallet being spent on a greater variety of services. On the contrary, the hotel remains a highly valued experience offering.

Hotels 40

Hotels Hospitality Loyalty Travel 40

ShepHyken

JANUARY 21, 2024

Each week, I read many customer service and customer experience articles from various resources. My Comment: We open this week’s Top Five roundup with four experts from Gartner who share their thoughts about the top three customer service and support trends for 2024. My Comment : Some customers aren’t worth doing business with!

Customer Service 59

Customer Service Self Service Trends Loyalty Programs 59

ShepHyken

DECEMBER 28, 2020

Each week I read a number of customer service and customer experience articles from various resources. Gift Experiences Can Create an Emotional Connection With Customers by Wise Marketer Staff. In contrast to a loyalty program, gifting is a cost effective way to achieve tangible and significant results.

Customer Service 140

Customer Service Loyalty Programs B2B Competitive Advantage 140

Currency Alliance

JANUARY 18, 2021

It’s time for hotel operators to re-evaluate how well their ace in the hole – their loyalty program – is enabling every function of their business to deliver more value. Here are three predictions of how loyalty programs must evolve in hospitality. The hotel is a dispensary of experiences.

Hospitality 52

Hospitality Loyalty Industry Hotels 52

ShepHyken

AUGUST 30, 2019

This week we feature an article by Lukas Sitar who writes about growing and sustaining customer lifetime value for the entire customer cycle. While many marketers look at metrics like conversion rates, net profit per sale, average value of a lead, and average customer order, they often overlook their customer lifetime value.

Loyalty Programs 105

Loyalty Programs Loyalty Lifetime Customer Poor Customer Service 105

Currency Alliance

OCTOBER 12, 2020

That type of simple recognition goes a great way in building loyalty with customers. This presentation is about driving customer engagement, and how the loyalty industry is transforming in order to engage with the mid-tail and long-tail customer. Loyalty programs must evolve to keep customers engaged.

Loyalty 98

Loyalty Marketing Loyalty Programs Banking 98

Alida

JULY 17, 2017

On July 13 2017, over two hundred Vision Critical customers, insights, marketing and CX professionals gathered in Sydney for the Asia Pacific Customer Intelligence Summit, Vision Critical’s 7th annual customer summit. Creating shared value is essential for developing an authentic brand and truly connecting with customers.

Customer Experience 172

Customer Experience Hotels Survey Loyalty Programs 172

Currency Alliance

OCTOBER 12, 2021

Loyalty partnerships with complementary brands are the best way to create additional value, for customers and for your business. Depending on the maturity of your loyalty program, you may already have some program partners, or be a partner in somebody else’s program. The value can be immediate.

Loyalty 59

Loyalty Loyalty Programs Airlines Travel 59

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

ProProfs Chat

FEBRUARY 13, 2020

“What can help me get committed and loyal customers?”. But trust me, factors like: Product quality, Awesome support, Marketing reach, Efforts to engage customers, . Efforts to retain customers, help you formulate effective loyalty programs that your customers enjoy being a part of. Mobile Customer Loyalty.

Loyalty 109

Loyalty Loyalty Programs Social Media Retail 109

Retently

JUNE 28, 2022

Net Promoter Score® lets you measure and analyze customer satisfaction to learn more about what people like (and dislike) about your product or business. It’s a valuable metric – for most companies and it’s the most valuable metric available for measuring customer loyalty and satisfaction. Great feedback?

NPS 148

NPS Net Promoter Score Feedback Case Study 148

ShepHyken

OCTOBER 11, 2021

Each week I read many customer service and customer experience articles from various resources. 4 Ways to Level Up Your Customer Service in 2021 by Reuben Yonatan. Fast Company) Providing exceptional customer service is a tried and tested way for brands to stand out and succeed. Here are my top five picks from last week.

Customer Service 72

Customer Service Hospitality Rewards Programs Self Service 72

Beyond Philosophy

MAY 10, 2017

If you’re like me, you have loyalty cards for three different supermarkets, a half dozen airlines, several hotels, a dozen or so assorted retailers and the local frozen yogurt shop. And it makes you wonder, why do we call them “loyalty” programs if they don’t make customers loyal? What is Loyalty Anyway?

Loyalty 138

Loyalty Loyalty Programs Airlines Rewards Programs 138

SurveySparrow

JUNE 28, 2023

In the competitive landscape of today’s business world, the success mantra that resonates among most thriving companies is the strategy of providing a personalized customer experience.This concept is rooted in the understanding that every customer is unique, with their own set of preferences, behaviors, and past interactions.

Industry 52

Industry Tips Customer Experience Healthcare 52

Customer Bliss

OCTOBER 11, 2016

Mark Weinstein is the Senior Vice President of Customer Engagement, Loyalty and Partnerships for Hilton Worldwide. Like many customer experience executives, he searched for a career path that matched his skills and passion for helping customers comprehensively across the business. Power-winning guest loyalty program.

Chief Customer Officer 0

Chief Customer Officer Hospitality Industry Travel 0

Currency Alliance

JUNE 1, 2020

The long break in spending habits due to Covid-19 will cause customers to re-evaluate their relationship with brands. This isn’t just a casual observation, but a sign of a widespread consumer trend which every loyalty marketer should be thinking about. They don’t use the data that customers provide. Others have lost their jobs.

Loyalty 72

Loyalty Consumers Marketing Loyalty Programs 72

Customer Bliss

JUNE 6, 2017

Our conversation charts Brad’s path from consultant to Bain, to Starwood hotels and his groundbreaking work at Peloton. As head of Member Experience, Brad is responsible for retention marketing, member lifecycle and loyalty, community, social media, email marketing, and member. About Brad. Brad’s initial mission and challenges.

Hotels 149

Hotels Social Media Consulting Loyalty Programs 149

Totango

JUNE 4, 2021

Use These Great Customer Engagement Ideas to Increase Retention. Here are seven great customer engagement ideas you can easily put into practice. We’ll show you how to multiply opportunities for engagement through strategies such as personalization, in-app messaging, customized promotions and loyalty programs.

Customer Engagement 62

Customer Engagement Engagement Customer Journeys B2C 62

Experience Investigators by 360Connext

JANUARY 12, 2015

How can we increase loyalty? Consider yourself as a loyal customer. It’s well documented how 20% of your customers (the loyalists) bring in 80% of your revenue. Not entirely surprisingly, these customers are also the ones most likely to share their happiness and spread the word about your business. Say thank you.

Loyalty 110

Loyalty Hotels Hospitality Loyalty Programs 110

ShepHyken

JANUARY 22, 2023

Each week, I read many customer service and customer experience articles from various resources. How do you keep your loyal customers? How do you keep your loyal customers? My Comment: This excellent article focuses on strategies and tactics to consider for your call center. It’s a win-win.

Customer Service 48

Customer Service Self Service Contact Center Loyalty 48

InMoment XI

JANUARY 17, 2024

With today’s travelers raising their expectations while being exposed to a seemingly unlimited number of hospitality solutions, it is critical that operators deliver experiences that reflect the lives of their customers. A positive guest experience involves going beyond basic customer service. What is Guest Experience?

Guest Experience 260

Guest Experience Trends Hospitality Customer Journeys 260

Currency Alliance

FEBRUARY 20, 2023

The loyalty rules engine is the module that enables the types of promotions that are familiar from every major loyalty program. These loyalty rules are created in order to improve customer appeal and profitability, and the job of enabling them in a loyalty program falls to the rules engine.

Loyalty 52

Loyalty Loyalty Programs Social Media ROI 52

Zeisler Consulting

NOVEMBER 30, 2020

My partner and I actually had a hotel cancel our reservation after the world ended. I’ve written before about creating a Customer-centric culture. Two fundamental characteristics of such an environment are that front-line agents are enabled and empowered to take care of Customer needs. What way is that to run a business?

Loyalty Programs 93

Loyalty Programs Hotels Retail Course 93

Chadwick Martin Bailey

OCTOBER 9, 2020

On the other hand, if you require a deeper understanding of your customer and their needs or motivations, or your problem needs narrowing or alignment, there are unknowns that past data doesn’t address, or there is limited relevant past data, then the Design Thinking process should be applied. Others have gotten as far as Prototyping (e.g.

Loyalty Programs 59

Loyalty Programs Hotels Innovation Consumers 59

Bold360

APRIL 27, 2017

As the winter slips away and the days start getting longer and warmer, your customers start thinking about summer. Travel and tourism can be difficult areas for retaining customer loyalty, with websites set up exclusively to pit brands against one another on the best deals for hotels and rock-bottom prices on flights.

Tourism 56

Tourism Travel Customer Service e-support 56

Oracle

NOVEMBER 5, 2018

Modern Customer Experience 2018 is heading to Europe and will take place in Amsterdam (November 6), Frankfurt (November 13), London (November 14), and Stockholm (November 15) with planned sessions on topics including keeping up with customer demands, expanding your network, the future of customer loyalty, and more.

Customer Experience 40

Customer Experience Hotels B2B Innovation 40

Currency Alliance

JUNE 11, 2017

Loyalty program announcements so far this year indicate a major sea change. To get customers re-engaged, brands are making it easier to participate in their loyalty programs and are offering enhanced ways to redeem – so customers can make use of even small amounts of points/miles.

Loyalty 52

Loyalty Loyalty Programs Multi-Channel Rewards Programs 52

Currency Alliance

JUNE 16, 2020

While travel and retail brands have made a lot of progress in the last 24 months, the bulk of innovation has come from other consumer sectors – including media businesses, entertainment, and telecoms providers, which in recent years appeared to regard loyalty as a lost cause. Brilliantly, Voxi has spun this very feature into a loyalty driver.

Loyalty 52

Loyalty Innovation Travel Loyalty Programs 52

Clarabridge

OCTOBER 12, 2015

Personalization isn’t just a buzz word for customer experience teams—it’s an integral part of any customer engagement strategy. Personalizing the customer experience shows your customers that you are listening to their feedback, that you understand and empathize with their needs , and that you value their opinions.

Customer Experience 40

Customer Experience Hotels Knowledge Base Loyalty Programs 40

SmartKarrot

NOVEMBER 3, 2021

Today, companies need to dig deeper and focus on accomplishing the objectives of the customers. Customer experience and customer success are set to be key differentiators for customers to choose from. As per research by Forrester , 72% of businesses feel that improving customer success is a top priority.

Examples 10

Examples Customer Success Strategy Brands 10

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]. Indeed, banks are mostly not pursuing this strategy. Actually, they do. Extra what?

Banking 40

Banking Loyalty Consumers Loyalty Programs 40

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

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