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. How loyalty partners co-create value.

Loyalty 59

Loyalty Loyalty Programs Airlines Travel 59

SurveySparrow

JUNE 28, 2023

Understanding what customer experience optimization entails and implementing effective strategies can significantly impact customer satisfaction, loyalty, and ultimately, business growth. It encompasses every touchpoint, from the first point of contact to post-purchase support.

Customer Experience 52

Customer Experience Customer Journeys Net Promoter Score Customer Centricity 52

ShepHyken

JANUARY 2, 2023

Customer Loyalty Is Your Holy Grail for Success. Entrepreneur) Customer loyalty is an essential source of revenue for any business. Use these four tips to create a customer loyalty program that will give you the highest return on your investment. My Comment: How do we create customer loyalty? by Matt Bertram.

Customer Service 65

Customer Service Loyalty Programs e-support Loyalty 65

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

SurveySparrow

JUNE 21, 2023

Hence, each time you interact with a consumer, you have the chance to establish a long-lasting bond with them and win their loyalty. Example: A hotel chain identified recurring complaints about slow check-in processes. Hence, each touchpoint contributes to customer loyalty and the likelihood of future engagement.

Customer Experience 52

Customer Experience e-support Touchpoint Loyalty 52

Currency Alliance

JUNE 16, 2020

For most of the last decade, loyalty marketing seemed to be on autopilot for many brands – but the tide is turning. Many of the entrants to this years’ Loyalty Magazine Awards were as adept with data and technology as marketers in many other disciplines. Brilliantly, Voxi has spun this very feature into a loyalty driver.

Loyalty 52

Loyalty Innovation Travel Loyalty Programs 52

SurveySparrow

JUNE 30, 2023

It involves aligning every touchpoint, from initial awareness to post-purchase support, to ensure a seamless and memorable journey for customers. Customers expect seamless experiences across different channels and touchpoints. Maintaining a consistent brand voice fosters trust and loyalty. #3

Customer Experience Design 52

Customer Experience Design Customer Experience Effort Score Customer Journeys 52

Qualtrics

FEBRUARY 16, 2021

In the case of a hotel for example, guests are involved from the booking stage, right through to check out, before (hopefully) re-booking for next time. Businesses that have designed new experiences for customers inside of the current trends have a better chance at adapting to customer need and increasing customer loyalty in the long-run.

Guest Experience 49

Guest Experience Trends Tips Hotels 49

Currency Alliance

DECEMBER 18, 2017

There are of course many trends taking shape, but we thought we would take a look at what we consider to be the three top loyalty trends for 2018, and the implications of these for both brands and customers. Everyone knows that trust is key in brand loyalty. Top loyalty trends for 2018: No.1

Loyalty 49

Loyalty Trends Brands Loyalty Programs 49

ijgolding

MAY 11, 2016

For me, this measurement system is of tremendous benefit to both the company and the customer. I also love the way that the food hygiene rating system can change the way companies behave. Hotels have displayed a ‘star’ rating for many years. I think that the system is the benchmark for other industries to follow.

Measurement 120

Measurement Customer Experience Company Banking 120

Call Experts

JULY 27, 2023

In fact, 97% of customers report that customer service is a significant factor in their choice of loyalty and brand advocacy. Streamlined Operations Customer service call centers have streamlined business operations by leveraging advanced technologies, automation, and integrated systems.

Call Center 52

Call Center Customer Service e-support Contact Center 52

ENGAGE.cx

OCTOBER 13, 2016

It starts with you jumping online to check out the availability with your favorite hotel company at your targeted destination. The staff greets you by name, assures you your corner room is ready, and offers to make you VIP reservations at the hotel restaurant, complete with two complimentary drink vouchers. Sound too good to be true?

Engagement 40

Engagement Guest Experience Hotels Hospitality 40

Pointillist

APRIL 26, 2018

Unfortunately, most customer experience teams are struggling with legacy systems and data residing in disparate silos. A single customer view is achieved when you are able to: Unify customer data across all your internal systems. Use this information to seamlessly engage with each customer across touchpoints. Legacy Systems.

Customer Experience 72

Customer Experience How To Effort Score Touchpoint 72

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. The biggest opportunities for loyalty programs relate to operating more efficiently to reduce cost, and improving personalization. As the saying goes, ‘garbage in, garbage out’.

Loyalty 52

Loyalty Marketing Airlines Loyalty Programs 52

SmartKarrot

MARCH 31, 2023

By proactively conveying meeting choices, the schedule of events, reminders, expectations, and hotel information, customers are better prepared for events. Refresh materials, information, and meeting choices on Airtable, HubSpot, and other systems as necessary.

Customer Success 19

Customer Success Leadership Hotels Roadmap 19

Currency Alliance

NOVEMBER 16, 2021

Flexibility around loyalty redemptions is crucial to creating meaningful value for every customer. This is really important, because the lifetime value of a customer that reaches a reward soon after joining a loyalty program, or if one sees they are making good progress towards something aspirational, is typically dozens of times higher.

Loyalty 52

Loyalty Loyalty Programs Ecommerce Touchpoint 52

Currency Alliance

NOVEMBER 16, 2021

Flexibility around loyalty redemptions is crucial to creating meaningful value for every customer. This is really important, because the lifetime value of a customer that reaches a reward soon after joining a loyalty program, or if one sees they are making good progress towards something aspirational, is typically dozens of times higher.

Loyalty 52

Loyalty Loyalty Programs Ecommerce Touchpoint 52

Currency Alliance

DECEMBER 4, 2023

Loyalty trends, as we’ve said in our previous years’ trends articles, are interesting to think about – but they are not necessarily reflective of what your own brand should be focusing on in the next year. This year, a continuing key theme in loyalty will be the ability to drive even greater customer value at lower direct cost.

Loyalty 59

Loyalty Trends Data Marketing 59

Magellan Solutions

JUNE 10, 2019

Hotel answering service. This service can help businesses boost their customers’ loyalty, prevent uninstalls, and possibly, increase sales. It is a vital part of every touchpoint of the customer journey. It is also one of the breeding ground of customer loyalty. The businesses that need this are the following: Hotel.

Call Center 75

Call Center e-support Social Media Hotels 75

SmartKarrot

MARCH 31, 2023

By proactively conveying meeting choices, the schedule of events, reminders, expectations, and hotel information, customers are better prepared for events. Refresh materials, information, and meeting choices on Airtable, HubSpot, and other systems as necessary.

Customer Success 15

Customer Success Leadership Hotels Roadmap 15

CSM Magazine

AUGUST 22, 2019

Deliver Seamless Omnichannel Support, Anytime, Anywhere: Map your key points of interaction, break into new social and digital touchpoints, synchronize channels to capture the entire customer journey and personalize each experience. SVP, Global Loyalty & Partnerships, Wydham Hotels & Resorts. VP, Returns, Walmart.

Customer Service Strategies 40

Customer Service Strategies Meeting Strategy Customer Service 40

Currency Alliance

MARCH 30, 2022

As I reflected on the presentation footage, I decided I wanted to share these principles with the many loyalty professionals I’ve met building Currency Alliance over the last seven years. In recent years, brands have invested more in loyalty. but within a few years it had become South Africa’s leading loyalty program.

Loyalty 52

Loyalty Loyalty Programs Resources Airlines 52

BlueOcean

NOVEMBER 29, 2023

We want to deliver an experience that makes them feel heard, deliver the resolution they need, and inspire long-term brand loyalty. (If If they’re faced with confusing customer management systems, clunky chat tools, and counterintuitive interfaces, their daily struggle will negatively impact the employee experience.

Contact Center 156

Contact Center Multi-Channel Strategy Self Service 156

Currency Alliance

NOVEMBER 4, 2022

This fee is commonly how financial services brands have funded their loyalty rewards for at least the past decade. Within one year, over 100 bank-sponsored loyalty programs in Europe disappeared. Shutting down the loyalty programs was a huge strategic mistake by the banks. Rationalizing loyalty ROI vs other marketing channels.

Loyalty 52

Loyalty Marketing Loyalty Programs Banking 52

Currency Alliance

DECEMBER 17, 2019

This is the blog version of our Loyalty Strategy Guide 2020. For a more engaging read, click here to Currency Alliance Loyalty Strategy Guide 2020. There was a mix of good and bad, for loyalty in 2019. The widespread devaluation of loyalty currencies during the past few years brings this into sharp focus.

Loyalty 64

Loyalty Strategy Loyalty Programs Travel 64

Qualtrics

DECEMBER 17, 2019

A laser focus on identifying the brand touchpoints that matter most. This demands a new role definition, which many companies like J&J, Coca-Cola, Lyft, Unilever, Uber, Hyatt Hotels, Mars Wrigley, Kimberly-Clark, and McDonald's have already embraced. Who will be next? Operational and experience data joins forces. An end to “Likes”.

Brands 32

Brands Chief Customer Officer Case Study Hotels 32

Currency Alliance

FEBRUARY 26, 2019

In December 2018, we published what we consider will be the Top 10 Trends in loyalty marketing during 2019. Businesses, their markets, and customer behavior have evolved dramatically in the past 10 years, yet most loyalty programs have only made incremental changes (in some cases to the detriment of customers). A little more context.

Loyalty 45

Loyalty Strategy Loyalty Programs Hotels 45

Currency Alliance

DECEMBER 13, 2018

Escalating competition across sectors – not a purported “death of loyalty” – is making loyalty harder earned. As a result, major loyalty trends for 2019 will see a wave of innovation as established brands trial new ways to retain share of mind. Loyalty marketing breaking ground in new sectors. Smarter budgeting.

Loyalty 45

Loyalty Trends Loyalty Programs Rewards Programs 45

Currency Alliance

NOVEMBER 14, 2019

The overarching loyalty trend of 2020 will continue to be brands getting to grips with digital transformation. If that sounds like loyalty is late to the party, that’s not necessarily a bad thing. 2020, however, seems likely to be the year in which stars align for a more profitable, productive and open future for loyalty.

Loyalty 40

Loyalty Trends Loyalty Programs Hotels 40

CSM Magazine

MAY 19, 2023

At its core, customer experience engineering seeks to ensure that every touchpoint a customer has with a company leaves a positive and lasting impression. This approach is crucial as it directly impacts customer retention, brand loyalty, and revenue generation.

Customer Journeys 52

Customer Journeys Customer Experience Net Promoter Score Effort Score 52

SurveySensum

FEBRUARY 20, 2024

Take advantage of different types of surveys at different touchpoints of the customer journey. Optimize your Customer Journey The customer journey includes multiple touchpoints and interactions that can be optimized to improve the journey and customer experience. How? – By creating customer personas and customer journey mapping.

Customer Satisfaction 52

Customer Satisfaction Self Service Strategy Customer Journeys 52

SurveySensum

FEBRUARY 20, 2024

Take advantage of different types of surveys at different touchpoints of the customer journey. Optimize your Customer Journey The customer journey includes multiple touchpoints and interactions that can be optimized to improve the journey and customer experience. How? – By creating customer personas and customer journey mapping.

Customer Satisfaction 52

Customer Satisfaction Self Service Strategy Customer Journeys 52

Currency Alliance

DECEMBER 1, 2020

Apart from adapting to mobile apps and ditching plastic cards, the typical loyalty programs in 2020 still operate pretty much the same as they did at the turn of the century. Why hasn’t loyalty? Instead, many of these add-on features overburdened their systems, complicated the programs and confused members.

Loyalty Programs 52

Loyalty Programs Loyalty Multi-Channel Hotels 52

ProProfs Chat

DECEMBER 23, 2019

Or perhaps, their strategies may not be adequately supported by systems and technology. With several avenues of customer touchpoints, pinning them down can be tricky. Moreover, you can also use it to open hotel rooms. Your monitoring should not be just restricted to your website touchpoints only.

Customer Centricity 96

Customer Centricity Customer Journeys Effort Score Knowledge Base 96

Currency Alliance

NOVEMBER 17, 2020

2021 will be another year in the long-term journey to become customer-centric, balance the economics of loyalty programs to deliver more value to customers, and ensure the right systems are in place to reduce dependencies on the IT department or vendors. The functionality in loyalty systems is being broken up.

Loyalty 52

Loyalty Trends Loyalty Programs Travel 52

Currency Alliance

NOVEMBER 14, 2018

This challenge – the give-and-take of marketplaces – now firmly belongs on the agenda of loyalty strategy meetings. First, it gives marketers a basic grounding in economics which can directly impact on your loyalty strategy, complete with real-world examples of brands putting the theory into practice. This is a good thing.

Loyalty 45

Loyalty Loyalty Programs Hotels Travel 45

Currency Alliance

OCTOBER 29, 2019

The following quote baffles my mind: According to IRI Worldwide, 74% of consumers globally choose a store based on its effective loyalty programme.[i]. If 74% of consumers choose a store based on their loyalty program, then why do few loyalty programs have more than 25% of their customers participating? The answer is simple.

Loyalty 40

Loyalty Loyalty Programs How To Hotels 40