ShepHyken

MAY 29, 2023

Top Takeaways: Loyalty programs are used in different industries to attract new customers and retain existing ones. Loyalty programs have now evolved to include enhancing the customer experience. In the recent Achieving Customer Amazement study , 69% of customers say loyalty programs are important to them.

Loyalty 62

Loyalty Loyalty Programs Airlines Hotels 62

C3Centricity

JUNE 8, 2020

After all, the hospitality industry should be highly customer centric, as it relies on satisfying its guests. They both (should) have their customers at their heart. As the world changes, customer demands are changing too and companies need to stay current, if not ahead of these demands, in order to ensure continued growth.

Hospitality 268

Hospitality Customer Centricity Hotels How To 268

ijgolding

DECEMBER 22, 2014

These pieces of plastic are all to do with loyalty schemes – coffee shops; retailers; hotels – and this is not all of them!!! The lovely Mrs Golding is in desperate need of a new purse this year (I hope you are reading this Santa) due to the excessive bulging being caused by cards from loyalty schemes.

Loyalty 268

Loyalty Hotels Customer Retention Consumers 268

SurveySparrow

MAY 26, 2022

Do you want to deliver a memorable experience to your guests through personalization and stellar customer service? A hotel guest questionnaire is just what you need. Need for a hotel guest questionnaire. Hotel Guest Questionnaire: Best Practices. What is a hotel guest questionnaire? Hotel Survey Template.

Hotels 52

Hotels Survey Feedback Software 52

Maz Iqbal

JULY 26, 2020

You travel on business and your expenses are covered such that you can choose to stay at a 5* hotel (with swimming pools, jacuzzi, sauna, various bars, three restaurants, fantastic lawns outside) or a family owned/run restaurant that is less than half the price and doesn’t have the look/feel nor the facilities of the 5* … Continue reading (..)

Hotels 63

Hotels Customer Experience Travel Customers 63

InMoment XI

MARCH 27, 2024

A well-crafted automotive reputation management strategy is essential for any auto brand looking to build trust, foster customer loyalty, and thrive in a competitive market environment. Positive perceptions lead to increased sales and customer loyalty, while negative perceptions can harm sales and brand value.

Automotive 260

Automotive Management Social Media Feedback 260

LoyaltyPlus

JUNE 12, 2022

Hotels are showing signs of recovery across the Southern, Western, and East African markets following the turbulence of the past two years. Hotels must therefore look to strengthening relationships with guests and deliver more tailored services if they are to capitalise on this momentum. Furthermore, hotels contributed 66% to the 98.3%

Hotels 52

Hotels Self Service Tourism Guest Experience 52

Optimove

JULY 19, 2022

We love our hotel apps. In 2022, travelers expect their hotel of choice to treat them as valuable customers and not just as a number in a vast sea of other numbers. They want it? They want it? So give it to them. Check-in with geofencing. But there’s another benefit to location-based check-in.

Hotels 52

Hotels Marketing Guest Experience Travel 52

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

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.

Loyalty 59

Loyalty Loyalty Programs Airlines Travel 59

ijgolding

FEBRUARY 3, 2015

Customer Journeys Customer retention and loyalty CX Strategy Retail Travel changing consumer expectation customer expectation customer experience Debenhams emotional Emotional engagement making life difficult for customers Marriot wi-fi marriott Marriott Hotels'

Hotels 120

Hotels Case Study Study Travel 120

Currency Alliance

FEBRUARY 20, 2023

This article on the loyalty rules engine is probably the second-most important article I will ever write on loyalty marketing*. It is the most powerful, yet under appreciated module (or tool) in a loyalty marketing stack of software. Brands no longer need to be held hostage by legacy rules engines.

Loyalty 52

Loyalty Loyalty Programs Social Media ROI 52

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

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

BlueOcean

JUNE 26, 2018

When it comes to customer experience, there’s a lot of cross-over between the hospitality industry and the contact center industry. We’re both in the business of earning a customer’s repeat business through the quality of the experience we deliver. How do metrics and standards play a role in customer service?

Customer Service 353

Customer Service Hospitality Contact Center Hotels 353

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. Customer Loyalty B2B Statistics.

Loyalty 109

Loyalty Loyalty Programs Social Media Retail 109

Steve DiGioia

APRIL 17, 2017

April is Customer Loyalty Month. The boy was very upset when he told his father he left them and the father called the hotel just to see if we had them. lets highlight some great examples of service This original article was written by Steve DiGioia. I hadn’t gotten but just a few feet from the door and I started sneezing.

Airlines 133

Airlines Loyalty Hotels Groups 133

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. A bed is not just a bed.

Hospitality 52

Hospitality Loyalty Industry Hotels 52

Beyond Philosophy

NOVEMBER 2, 2016

Have you ever spent a night at a hotel, on business, and been charged a “resort fee” even though you never had time to take advantage of the pool, the spa or any of the other “amenities?”. hotels are expected to add on $2.55 When it comes to hotel fees, unexpected expenses can mean different things to different guests.

Hotels 60

Hotels Tourism Hospitality Social Media 60

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. No of course not, and that’s the problem with calling these pieces of plastic “loyalty cards.” What is Loyalty Anyway? That’s loyalty.

Loyalty 138

Loyalty Loyalty Programs Airlines Rewards Programs 138

Steve DiGioia

APRIL 17, 2017

April is Customer Loyalty Month. The boy was very upset when he told his father he left them and the father called the hotel just to see if we had them. lets highlight some great examples of service This original article was written by Steve DiGioia. I hadn’t gotten but just a few feet from the door and I started sneezing.

Airlines 113

Airlines Loyalty Hotels Groups 113

Experience Matters

SEPTEMBER 9, 2014

We just published a Temkin Group report, ROI of Customer Experience, 2014. The research shows the connection between customer experience, loyalty, and revenue growth for 19 industries. Here’s the executive summary: To understand how customer experience corresponds to loyalty, we examined feedback from 10,000 U.S.

ROI 316

ROI Report Net Promoter Score Customer Experience 316

GetFeedback

NOVEMBER 25, 2019

If you’re new to Customer Satisfaction Score (CSAT), a good starting point is seeing how you compare to peers in your industry. To do so, you can rely on the American Customer Satisfaction Index (ACSI). . The ACSI is the only national economic indicator that measures customer satisfaction across the U.S. Hotels: 76%.

Customer Satisfaction 293

Customer Satisfaction Industry Effort Score Apparel 293

ShepHyken

AUGUST 1, 2023

One of them asked us to work with her team on a customer experience initiative that included every company employee. One of the regular assignments for their employees is to share examples of how they created a Moment of Magic® for a customer or colleague. It proves Katie was listening to her customer.

Hotels 117

Hotels Travel Exercises Customer Service Training 117

Experience Investigators by 360Connext

JANUARY 12, 2015

How can we increase loyalty? Consider yourself as a loyal customer. You like being loyal to these businesses because they earn your loyalty. They earn your loyalty because of how they make you feel. All loyalty and authentic word-of-mouth marketing results are based on emotion. Their customers did their promoting.

Loyalty 110

Loyalty Hotels Hospitality Loyalty Programs 110

InMoment XI

JANUARY 16, 2024

Specifically, the world’s leading brands have begun using contact center AI to create a more efficient and effective customer service experience. By integrating these advanced technologies, these companies aim to streamline customer interaction, automate routine tasks, and optimize their overall operations. What is Contact Center AI?

Contact Center 260

Contact Center Virtual Agent e-support Chatbots 260

Wired and Dangerous

JUNE 10, 2019

Today’s customer is very different from customers of the past. Customers today are Picky –more cautious in their choices. 44% of customers stop doing business immediately after a less than satisfactory experience and another 15% exit as soon as their contract is up! After the game we returned to the hotel.

Loyalty 101

Loyalty Customer Experience Hospitality Hotels 101

C3Centricity

MAY 20, 2019

Every industry strives to improve their customers’ experience with their products and services. Adopting a customer first strategy is therefore in many company objectives. Hospitality is perhaps one of the most visible industries where customer satisfaction, or lack of, is quickly shared with the world.

Industry 218

Industry Strategy Hospitality Hotels 218

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.

Loyalty 72

Loyalty Consumers Marketing Loyalty Programs 72

Oracle

MARCH 18, 2021

Hotels worldwide were operating at 29% compared to 2019’s occupancy rates of 72%. And for the most avid travelers engaged in airline, credit card, and hotel loyalty programs, 2020 provided extremely limited opportunities to maintain status, earn points, or redeem travel rewards. Travel loyalty reimagined.

Loyalty Programs 62

Loyalty Programs Travel Loyalty Brands 62

ShepHyken

SEPTEMBER 4, 2023

Each week, I read many customer service and customer experience articles from various resources. Elevating Customer Experience: Embracing Hospitality as the Foundation by Charles Ryan Minton (Newsweek) When it comes to providing exceptional customer experiences, few industries excel quite like the hotel business.

Customer Service 67

Customer Service Hospitality Hotels Customer Retention 67

C3Centricity

FEBRUARY 20, 2018

A recent post by John Ollila on Loyalty Lobby about customer journey maps and touchpoints in the leisure industry prompted me to share with you, an experience I had recently with the Hilton Group. After all, why pay a booking site when I know the hotel I want to stay in, right? CEX #CRM #Customer Click To Tweet.

Customer Journeys 195

Customer Journeys Hotels Touchpoint CRM 195

ReviewTrackers

APRIL 6, 2017

Jeff Siegel, editor at Wealth Daily , says that being an environment-friendly company can help drive customer loyalty. Catering to consumer interest in how a product or service is made — and not just what it is or what it does — can also enrich customer experience , which then leads to improved loyalty.

Loyalty 73

Loyalty Hotels Travel Hospitality 73

CSM Magazine

AUGUST 14, 2020

In today’s irregular world you need to make sure your customers are loyal to your brand. Anastasia Tatsenko, Head of Sales and Customer Success at NetHunt CRM explains. In the regular world, obtaining customer loyalty is an important goal for any business to achieve. To retain customers, you need to focus on them.

Loyalty 85

Loyalty Strategy CRM Customer Retention 85

Steve DiGioia

OCTOBER 8, 2018

I was standing outside our hotel restaurant one evening and noticed a middle-aged couple walking out of the restaurant. As an experienced hospitality professional, I just had to speak with this couple and find a way to turn their experience around and rekindle their loyalty to our company. My mission was to win back an upset customer.

Hospitality 222

Hospitality Hotels ROI Touchpoint 222

Bill Quiseng

JUNE 21, 2023

This June, I present each one of the Three Principles to Build Customer Loyalty. You have been happy that your customers leave satisfied. Satisfied customers feel their experience is good, not better, just average. So, don’t serve to sell to customers. And don’t serve to satisfy customers. Human to Human.

Loyalty 134

Loyalty B2C Hotels B2B 134

Vonage

OCTOBER 2, 2017

When a business clearly defines its customer service culture in its mission statement, values and goals, great things can happen. A great example of how a finely crafted mission statement can create a customer service culture comes out of Singapore. The vision is bold and clear: “To be the best independent hotel in the world.”

Culture 174

Culture Hotels Customer Service Hospitality 174