Currency Alliance

MARCH 20, 2020

Do this first, and you will generate high-velocity point earning and redemption; a virtuous ecosystem that drives significant ROI, and significant barriers to competitors trying to make a similar move. Traditionally, about 1% of sales, or 40% of loyalty investment, is usually associated with the points value given customers.

Loyalty Programs 52

Loyalty Programs Loyalty Hotels Travel 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. What really stood out is which brands were pulling off these feats.

Loyalty 52

Loyalty Innovation Travel Loyalty Programs 52

Totango

JULY 30, 2019

The way you feel as you travel versus when you arrive at your destination is a great metaphor for the distinction between customer experience vs. customer success. To ensure your client gets the most value from the product, make sure they have appropriate goals and metrics established to increase their ROI.

Customer Success 77

Customer Success Customer Experience Lifetime Customer Effort Score 77

Help Scout

JUNE 22, 2021

The ROI of great customer service. “We Customer service, when done well, has just as much impact as a strong sales funnel or excellent marketing efforts. It’s easier to make a sale when your customers feel supported, and word-of-mouth marketing after an extraordinary experience is one of the best pitches on the market.

Customer Service 128

Customer Service Social Media Self Service Knowledge Base 128

Currency Alliance

OCTOBER 4, 2023

Recognizing loyalty program members at the Point of Sale (POS) has been challenging for over 30 years. But this article is also relevant to the operators of large coalition loyalty programs, as well as in travel and banking, since retailers are valuable loyalty partners of these brands.

Loyalty 59

Loyalty Loyalty Programs Retail Banking 59

Storyminers

JULY 6, 2020

As part of Qualtrics’ XM Institute, she focuses her efforts on helping organizations optimize their experience management (XM) programs. A Renaissance Golf Resort, MI, recognized as one of the World’s Best Hotels by Travel+Leisure magazine. Aimee Lucas. Aimee Lucas is an experience management researcher, advisor, trainer, and speaker.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Currency Alliance

OCTOBER 12, 2020

Points are just an excuse to start a dialog with customers, keep score, and enable an economy based on an incentives currency. Points are still relevant because they are an easy way to keep score. But I still would ensure the points that the customers collect in this open network of partners could be spent on travel.

Loyalty 98

Loyalty Marketing Loyalty Programs Banking 98

Storyminers

JULY 6, 2020

As part of Qualtrics’ XM Institute, she focuses her efforts on helping organizations optimize their experience management (XM) programs. A Renaissance Golf Resort, MI, recognized as one of the World’s Best Hotels by Travel+Leisure magazine. Aimee Lucas. Aimee Lucas is an experience management researcher, advisor, trainer, and speaker.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

SmartKarrot

SEPTEMBER 23, 2022

Track, manage, and improve customer health scores to improve customer retention. Lead the knowledge sharing effort derived from the voice of the customer between all departments of the company. Role: Customer Success Director (Remote) Location: Remote, United States Organization: Talentify.io Set account growth goals and drive results.

Customer Success 15

Customer Success Travel Effort Score Roadmap 15

Michel Falcon Experience

MARCH 11, 2023

If I’m sitting down with young Michelle in the sales center answering phones, doing customer experience work, I’m asking you like, “What really motivates you in life?” When it comes to customer experience, how are you equating the ROI of your efforts financially? ” And you think about it.

Culture 60

Culture Company ROI Brands 60

Currency Alliance

FEBRUARY 26, 2019

We believe these trends will occupy most brands’ efforts during 2019. Customer data: maximize ROI. You can see this in the Gartner CMO survey: Loyalty marketing has traditionally suffered from the difficulty in measuring ROI (especially in the short-term). Offer ‘special’ incentives for non-frequent customers.

Loyalty 45

Loyalty Strategy Loyalty Programs Hotels 45

Currency Alliance

NOVEMBER 16, 2021

Because many brands spend so little effort defining the mix of options in their reward catalogs, the investment in acquiring new members is often wasted. A formula I started using many years ago helps evaluate how much motivation can be created: Motivation = Perceived Value of the Reward * Likeliness of Earning It * (1- the effort).

Loyalty 52

Loyalty Loyalty Programs Ecommerce Touchpoint 52

Currency Alliance

NOVEMBER 16, 2021

Because many brands spend so little effort defining the mix of options in their redemption catalogs, the investment in acquiring new members is often wasted. A formula I started using many years ago helps evaluate how much motivation can be created: Motivation = Perceived Value of the Reward * Likeliness of Earning It * (1- the effort).

Loyalty 52

Loyalty Loyalty Programs Ecommerce Touchpoint 52

Currency Alliance

OCTOBER 29, 2019

In either case, you may miss a sale or two, but if the customer is emotionally attached to your brand, you will often win them back. competition (the level of competition – in general, or for a particular product/service – may influence the amount of points needed to secure a sale). This seems fair.

Loyalty 40

Loyalty Loyalty Programs How To Hotels 40

Currency Alliance

JUNE 11, 2019

Loyalty programs tend to work great for frequent customers of any brand – especially in travel – but loyalty programs often miss the mark for the mid-tail and longer-tail customer because of fragmentation. Merchants across retail, travel, utilities, healthcare, etc. CX enhancements at scale. see balances in real-time.

Banking 40

Banking Loyalty Consumers Loyalty Programs 40

Michel Falcon Experience

MARCH 27, 2019

If I’m sitting down with young Michelle in the sales center answering phones, doing customer experience work, I’m asking you like “What really motivates you in life?” When it comes to customer experience, how are you equating the ROI of your efforts financially? ” You think about it. MICHEL: Sure.

Culture 60

Culture Company How To ROI 60

SmartKarrot

APRIL 23, 2020

With this model, customer value is attained over time through recurring revenue, subscriptions renewals and upsells rather than capturing it at a single sale point. The feelings you have when you travel versus when you arrive at your destination is a good metaphor for the difference between customer success and customer experience.

Customer Success 10

Customer Success Customer Experience Effort Score Net Promoter Score 10

SurveySensum

JULY 14, 2020

Shane Goldberg has 20 of experience across customer experience, business improvement, sales operations, and product management. Principal Analyst, most of her work is focused on research, advisory, and training efforts on shaping the future of experience management (XM). Website : [link]. Currently working at Qualtrics as a Sr.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Michel Falcon Experience

MARCH 12, 2019

My first question is, is 2019 going to be the year that you continue to reinforce efforts to improve your employee experience? ” That company now just $400 million a year in sales, system wide, across the globe. .” To, you put one finger up at a time; just don’t start with the middle finger.

Culture 12

Culture Employee Engagement Company Engagement 12