Oracle

FEBRUARY 21, 2019

Indian Hotels Company Limited. Ocean State Job Lot. “The Thinker Award for Best Innovation in Marketing” Finalists. “The Thinker Award for Best Innovation in Sales” Finalists. “The Thinker Award for Best Innovation in Service” Finalists. ConnectWise. Covance Inc. Danske Spil.

Omni-Channel 75

Omni-Channel Meeting Conference ROI 75

TechSee

FEBRUARY 5, 2019

ROI is fundamental, as C-suite executives at leading service providers demand measurable returns from their outlay. Answering the pressing need for ROI, the do it yourself approach – powered by intelligent virtual assistants – will continue to deflect the need for human interaction, delivering huge cost savings.

Trends 173

Trends Customer Experience Self Service ROI 173

C3Centricity

DECEMBER 31, 2018

This post lays out the importance of being data driven, innovative, collaborative and agile to succeed a customer first strategy. This post shares the three lessons learnt from a personal (bad) experience with a hotel chain and its “guaranteed lowest price” promise. It also shares the seven reasons most companies fail.

Brands 208

Brands Strategy Customer Journeys Infographics 208

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

Storyminers

JULY 6, 2020

In addition to his customer experience work, Adam is an angel investor with an interest in entrepreneurs who disrupt the status quo through innovation. Arie is a Customer Insight, Customer Strategy, Customer Lifecycle Management, and Innovation Independent Consultant. Adrian Swinscoe. Barry Dalton. Bob Thompson.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

In addition to his customer experience work, Adam is an angel investor with an interest in entrepreneurs who disrupt the status quo through innovation. Arie is a Customer Insight, Customer Strategy, Customer Lifecycle Management, and Innovation Independent Consultant. Adrian Swinscoe. Barry Dalton. Bob Thompson.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Currency Alliance

NOVEMBER 4, 2022

Next, we explain how to increase the perceived value of your loyalty currency, so that your loyalty program is more effective, and the ROI increases. Rationalizing loyalty ROI vs other marketing channels. The more sophisticated merchants allocate funds across all these channels based on the CAC and channel ROI.

Loyalty 52

Loyalty Marketing Loyalty Programs Banking 52

Talkdesk

JULY 31, 2017

We see innovation happening in service, and those officers have very senior titles and very broad responsibilities. I travel to Japan, to Europe, and I see this innovation happening across all segments across the globe. Another personal story: I arrived in a hotel in Melbourne, Australia. Absolutely.

Innovation 42

Innovation Omni-Channel Average Handle Time Contact Center 42

Talkdesk

JULY 31, 2017

We see innovation happening in service, and those officers have very senior titles and very broad responsibilities. I travel to Japan, to Europe, and I see this innovation happening across all segments across the globe. Another personal story: I arrived in a hotel in Melbourne, Australia. Absolutely.

Innovation 40

Innovation Omni-Channel Average Handle Time Contact Center 40

Currency Alliance

OCTOBER 12, 2020

Mankind has an advantage on our planet because of our level of intelligence and ability to innovate fairly quickly. Innovation in markets has been going on for centuries. To provide a little excitement, I would add a cinema chain, some restaurant groups, and a hotel chain. People and businesses should do the same.

Loyalty 98

Loyalty Marketing Loyalty Programs Banking 98

Eptica

APRIL 1, 2020

That means bots will be able to provide answers to more complex queries with multiple intents, such as “Please book a hotel room.and email me the bill for my last stay.” While this sounds like science fiction, it is an approach that is already being explored by innovators such as Tesla.

Self Service 75

Self Service Knowledge Base ROI Hotels 75

Currency Alliance

DECEMBER 4, 2023

The ability to target investment more precisely, with less wastage, and greater certainty of a positive customer experience, is steadily removing a lot of the uncertainty and risk around brands’ marketing ROI. Retailers should, and will continue to experiment and innovate to different approaches to in-store loyalty through 2024.

Loyalty 59

Loyalty Trends Data Marketing 59

Optimove

JANUARY 16, 2024

Product Innovations: OptiText : In January, we introduced OptiText, a native, personalized SMS solution that seamlessly integrates into our clients’ marketing strategies. This innovative tool simplifies content creation, saving valuable time and generating fresh ideas. Pancras Hotel on March 20 th to 21 st.

Net Promoter Score 52

Net Promoter Score CRM Analytics Telecommunications 52

Currency Alliance

DECEMBER 19, 2022

It has the potential to address a lot of business challenges, and enable many forms of elusive innovation in loyalty marketing. In travel, that would imply engaging customers around their reasons for travel, rather than just providing the seat on a plane or the hotel room. AI is much talked about.

Loyalty 52

Loyalty Marketing Airlines Loyalty Programs 52

Currency Alliance

MARCH 30, 2022

The ability to innovate with scant resources – and constantly leaning on others for help. The ability to bring together complementary fields of experience to create profitable solutions based on innovative business models and modern technology. Innovating with scant resources.

Loyalty 52

Loyalty Loyalty Programs Resources Airlines 52

Currency Alliance

FEBRUARY 20, 2023

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. Context’, as described in the next section, is constantly changing, and incentives should change as well to optimize medium-term ROI.

Loyalty 52

Loyalty Loyalty Programs Social Media ROI 52

SurveySparrow

JUNE 30, 2023

It requires businesses to be proactive, adaptable, and continuously innovative to meet and exceed customer expectations. Measuring and Demonstrating ROI: While investing in customer experience design is crucial, businesses need to measure and demonstrate the return on investment (ROI) to justify these efforts.

Customer Experience Design 52

Customer Experience Design Customer Experience Effort Score Customer Journeys 52

CX Journey

NOVEMBER 6, 2014

No one has time to explore thousands of hotels in Mexico City and beyond, obtain park climbing permits, or plan driving and climbing routes. However, our guide nabs deep discounts on hotels, drives a van with plenty of room for gear, sparing us a rental, and even serves as our de facto translator and BS negotiator.

Hotels 171

Hotels Consulting Culture Chief Customer Officer 171

transcosmos Information Systems

AUGUST 13, 2018

While businesses like BPO companies have been upgrading theirs, innovators who are steps ahead have revolutionised some processes in their respective industries. The sudden influx of technological advances has opened the floodgates of innovation. Long-established companies, or ‘incumbents,’ are now being affected. Verdict: Confirmed.

Transportation 63

Transportation Innovation Hotels Technology 63

Currency Alliance

DECEMBER 17, 2019

This has mostly been via low-investment, tactical approaches that increase ROI, and educate the C-suite regarding long-term strategic value. As we enter a new decade of relentless competition, innovation, new forms of regulation, and changes in customer behavior, the key for brands is to go back to some basics and build a solid foundation.

Loyalty 64

Loyalty Strategy Loyalty Programs Travel 64

Currency Alliance

NOVEMBER 14, 2019

Loyalty marketing, however, has been restrained (or, arguably, sheltered) by monolithic tech, and probably a lack of interest, as other, sexier marketing innovations stole center-stage. Hotels need to get rid of tiny plastic shampoo bottles (or prove that they are better than alternatives). …as some of the major causes.

Loyalty 40

Loyalty Trends Loyalty Programs Hotels 40

Currency Alliance

NOVEMBER 14, 2018

Hotel loyalty programs are coming round to this view. They are mostly geared towards business travellers; but as hospitality expert Douglas Rice discussed last month, 75 – 80% of hotel guests are infrequent holidaymakers. This is a missed revenue opportunity. Liquidity facilitates growth of loyalty markets.

Loyalty 45

Loyalty Loyalty Programs Hotels Travel 45

ECXO

APRIL 13, 2023

This, alongside cultural factors, can also impact innovation and creativity. Lack of investment – some experts believe that French businesses have been slower to invest in customer experience, technology and training, which can lead to a lack of innovation and progress in this area. Different, but the same.

Culture 52

Culture Customer Experience B2B B2C 52

Kayako

JULY 6, 2017

Aside from keeping up with new technologies – which make you revise documentation and saved replies – you’re trying innovate and future-proof your support strategy, and grow your career. Ted Kinni sheds light on strategies that Disney employees in their hotels and theme parks use to delight guests and make customer experiences better.

Self Service 93

Self Service Handbook Customer Service Culture 93

Qualtrics

APRIL 22, 2020

Food and beverage companies, cruise lines, airlines, and hotels are facing some unique challenges as people are forced to stay home. Product innovation — innovate and adapt to market changes by checking in with your customers regarding menu changes, new hours, staffing changes, and new product offerings such as ‘ staycation ’ services.

Hospitality 29

Hospitality Retail Rewards Programs Analysis 29

CSM Magazine

AUGUST 22, 2019

External Customer Facing Strategy : How can we thrive in the age of exceptional experiences and develop an innovative 2020 strategy to surpass our competition? SVP, Global Loyalty & Partnerships, Wydham Hotels & Resorts. SVP, Head of Growth, WeWork. Director, Customer and Partner Care Operations, Starbucks.

Customer Service Strategies 40

Customer Service Strategies Meeting Strategy Customer Service 40

Currency Alliance

FEBRUARY 26, 2019

Many bells and whistles added in recent years are actually a distraction for customers – yet many cheerleaders in the industry blindly call it innovation. Customer data: maximize ROI. Choice Hotels’ Smart Privilege scheme is another good example. Choice Hotels introduced a Book. Maximize ROI from Customer Data.

Loyalty 45

Loyalty Strategy Loyalty Programs Hotels 45

Currency Alliance

FEBRUARY 26, 2021

Industry incumbents are replaced by those who innovate more effectively – much like in nature. Customer journey mapping and various other ‘best practices’ emerged to help companies innovate around their digital channels. For instance, you may be a grocery store or a hotel chain.

Loyalty 59

Loyalty Customer Engagement Engagement Airlines 59

NetBase

OCTOBER 29, 2018

The energy of the city and the crowd of brands, agencies, and social analytics enthusiasts was palpable as we settled in to The New Yorker, A Wyndham Hotel for the second half of our October tour. Fully Understand Social Conversations and Drive Your Business with Demonstrable ROI.

Brands 60

Brands Social Media Analytics Conference 60

ClearAction

MARCH 20, 2020

VoC ROI is highest when you’re using it to guide prevention of issue recurrence for all customers. This can inspire wonderful creativity and innovation among your employees. For example, when traveling it’s easier for me to give feedback to the hotel and airline when I’m with them.

Customer Centricity 62

Customer Centricity Voice of Customer Customers Financial 62

Currency Alliance

APRIL 10, 2021

Certainly that’s the case if the outcome will be greater ROI from the department, and an increase in my brand’s NPS score. The loyalty profession is characterised by cognitive entrenchment, as well as technological backwardness which further limits innovation. For example, I may fly to London on Ryanair but stay in a 4-star hotel.

Loyalty 52

Loyalty Marketing Loyalty Programs Touchpoint 52

Currency Alliance

FEBRUARY 10, 2021

I’m not going to quote a bunch of statistics, but if loyalty programs did not generate positive ROI, thousands of top brands would have given up on them decades ago. And you also know that if a small investment of your time can produce greater ROI from any department, and raise your NPS score significantly, then that’s time well spent.

Loyalty Programs 52

Loyalty Programs Loyalty How To Touchpoint 52

Currency Alliance

OCTOBER 4, 2023

The 5,000-location retailer in our example would be managing a great deal of data across a large member-base, so both upfront and operating costs need to be considered to make sure all this activity generates a positive return on investment (ROI).

Loyalty 59

Loyalty Loyalty Programs Retail Banking 59

John Paul

JULY 26, 2018

To stay relevant, concierge and customer loyalty companies must speed up the pace of innovation and adopt new strategies, while also striking the right balance between dedicated human interaction and digital automation. Connected Devices & Smart-Home Assistants. Internet of Things (IoT) & Blockchain.

Technology 45

Technology Hospitality Hotels Loyalty 45

OpinionLab

MARCH 12, 2015

For the remainder of this newsletter, I’m going to outline some of the more innovative and impactful applications of VOC data: Personas. Being able to look at Tealeaf data via this lens has resulted in some unbelievable ROI and insights for our customers. Empower your store managers, hotel managers, etc. Immediate Action.

Voice of Customer 68

Voice of Customer Multi-Channel Feedback Hotels 68

SurveySensum

JULY 14, 2020

She has extensive consulting experience across strategy, innovation, and communication and is a passionate customer champion, who uses customer experience strategy and data-driven insights to solve business problems. Jo Boswell – Customer Experience Innovator, Board Advisor, Executive Coach, CX Influencer. LinkedIn : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Wired and Dangerous

MAY 25, 2021

The new ICA is designed to enhance the ICO’s role as a forum for intergovernmental consultations, to increase its contributions to meaningful market information and market transparency, and to ensure that the organization plays a unique role in developing innovative and effective capacity building in the coffee sector.

Insurance 91

Insurance Policies e-support Government 91