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. This would not require much of a rules engine – since your program has no variation.

Loyalty 52

Loyalty Loyalty Programs Social Media ROI 52

ProProfs Chat

FEBRUARY 13, 2020

Efforts to retain customers, help you formulate effective loyalty programs that your customers enjoy being a part of. Let’s take a look at customer loyalty statistics and observe the various ways that help a business improve and boost customer loyalty. Benefits of Improving Customer Loyalty.

Loyalty 109

Loyalty 2020 Loyalty Programs Social Media 109

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. Using AI to improve profitability of pricing and promotions.

Loyalty 52

Loyalty Marketing Airlines Loyalty Programs 52

Experience Investigators by 360Connext

MARCH 4, 2015

In episode 15, we tackle the subject of how certain industries can get away with treating customers poorly and still get good business results. Industries that have long held customers because of lack of choices like airlines, cable and financial institutions are now beginning to pay the piper! Customer inclusion from the start.

Customer Service 282

Customer Service Airlines 2014 Social Media 282

Experience Investigators by 360Connext

APRIL 7, 2015

We booked our flight through US Airways , but all our flights were operated by American Airlines. It should be noted it was booked this way through the airline, meaning we weren’t cobbling together two flights. The AIRLINE changed both flight times in the months between booking and leaving. Thanks, AA! No complaints.

Airlines 307

Airlines Customer Experience Travel Books 307

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

Experience Investigators by 360Connext

NOVEMBER 17, 2020

Yet most business plans don’t have a “customer appreciation program” section. And when talking business strategy, showing customers gratitude is hardly mentioned. We know that building loyalty requires more positive interactions than negative ones. So let’s get proactive about how we thank customers.

Airlines 372

Airlines 2020 Social Media Hotels 372

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.

2024 59

2024 Loyalty Marketing Loyalty Programs 59

Experience Investigators by 360Connext

DECEMBER 15, 2014

For leaders to make smart decisions about who the best, most loyal and most profitable customers are, they need to understand the makeup of the customer population. This often means creating special loyalty programs , elite experiences, and special perks to maintain the top 1% of customers. Herein lies the rub.

Loyalty Programs 268

Loyalty Programs Airlines Social Media Loyalty 268

Experience Investigators by 360Connext

DECEMBER 29, 2014

Before you start innovating, remember what customers want, and how to deliver it on their terms! Customer or Company Mission? This post compares the mission statements of two airlines and it’s sure to get you thinking about your own. 13 Tough Questions to Skyrocket Customer Experience Improvement. Automated replies?

2015 300

2015 Customer Experience Customer Journey Mapping Touchpoint 300

Experience Investigators by 360Connext

JANUARY 21, 2015

But the experience is more than what a customer does after purchase. Airlines may argue their journey is about the actual time in-air for a customer, but as customers, we all know it starts earlier and ends later. One airline trying to understand the actual journey more for their customers is Virgin Atlantic.

Customer Journey 283

Customer Journey Customer Journey Mapping Airlines Magazine 283

Currency Alliance

AUGUST 22, 2022

The Points Bank in a loyalty program is the module of software that keeps track of all transactions related to issuing, redeeming, or exchanging points among loyalty program members, partners and other stakeholders. Core functionality of the loyalty points bank.

Banking 52

Banking Loyalty Loyalty Programs Airlines 52

Comm100

NOVEMBER 6, 2017

Social media is a modern day holy grail for businesses: should your company achieve a successful social media strategy, the promise is happiness (for you and your customers), abundance (of engagement and incoming cash flow), and longevity (of your corporation… social media is, after all, a major driver of what keeps businesses relevant nowadays).

Social Media 62

Social Media Customer Service White Paper Airlines 62

Experience Investigators by 360Connext

NOVEMBER 22, 2022

Yet most business plans don’t have a “customer appreciation program” section. And when talking business strategy, showing customers gratitude is hardly mentioned. We know that building loyalty requires more positive interactions than negative ones. So let’s get proactive about how we thank customers.

Airlines 143

Airlines 2020 Social Media Hotels 143

Experience Investigators by 360Connext

MARCH 25, 2015

Author Jeanne Bliss , who is publishing Chief Customer Officer 2.0 They earn this right by creating desire, not loyalty. Loyalty isn’t. ‘Your CEO needs to put the customer first; strong leadership drives strong culture’ David Mingle @GM #NGCE — Nick Ris (@nickris) March 24, 2015. Desire is an emotion.

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Metrics 2015 Chief Customer Officer Airlines 234

Experience Investigators by 360Connext

JULY 15, 2015

Assume that customers will always be loyal, for loyalty’s sake. Ignoring the evolution of the ever-changing marketplace is the same as ignoring what your customers need the most. Companies like Southwest Airlines and Zappo’s have made it a huge part of their culture to make sure they recruit the right people.

Customer Experience 300

Customer Experience Airlines Loyalty Social Media 300

Currency Alliance

FEBRUARY 10, 2021

If a new CEO replaced you tomorrow, and had no previous connection to the current loyalty program, what changes do you think she would make? We hear loyalty leaders state all the time that they have embraced ‘best practices’. That’s right, loyalty programs should be a profit center.

Loyalty Programs 52

Loyalty Programs Loyalty Touchpoint ROI 52

Currency Alliance

NOVEMBER 17, 2020

It allows us to keep customers engaged when business plans fly out the window, due to marketplace calamities, such as the Covid-19 pandemic. Layering customer-centricity on top implies a single view of the customer – augmented with data from outside your business, and having the tools to make customer insight actionable.

2021 52

2021 Loyalty Loyalty Programs Travel 52

Experience Investigators by 360Connext

JANUARY 14, 2015

Are employees the answer to the customer experience question? Southwest Airlines, Zappos and Amazon were all the disruptors of their day, and they all focused on delivering exceptional customer service. 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience.

Customer Experience 290

Customer Experience Airlines Government Exceptional Customer Service 290

Currency Alliance

MAY 9, 2022

So, to demonstrate some progress, many organizations have pursued initiatives that are only cosmetic in nature while not truly taking advantage of what digital transformation enables: namely that customer journeys, partnerships, trading ecosystems, etc. Features of an API-first loyalty platform. Thus far, Version 3.0

Loyalty 52

Loyalty Technology Loyalty Programs Multi-Channel 52

ProProfs Chat

MAY 31, 2019

Loyalty goes a long way in defining and building relationships between people. Be it our personal relationships or even the relationship we have with the customers. For a business organization, having a loyal customer base is essential for success. Increasing customer retention by just 5% boosts your profits by 25-95%.

Loyalty Programs 66

Loyalty Programs Loyalty Net Promoter Score Omnichannel 66

Currency Alliance

MAY 19, 2021

Modifying legacy loyalty technology, to enable consistent and relevant engagement across the expanding number of customer-facing platforms, is becoming cost-prohibitive. Enhancing the value customers obtain, without increasing your costs. Managers have little time to become technology experts.

Loyalty 52

Loyalty Touchpoint Loyalty Programs Social Media 52

Experience Investigators by 360Connext

JANUARY 26, 2015

As customers, we don’t see the difference between our corner coffee shop and a multinational corporation. So customers tell me, again and again, that I should really pitch this improvement idea to three industries. It is a often a price-based customer battlefield. Social Customer Care: Best Practices for Major Engagement.

Customer Experience 274

Customer Experience Social Media Leadership Airlines 274

Currency Alliance

APRIL 10, 2021

If a new CEO replaced you tomorrow, and had no previous connection to the current loyalty program, what changes do you think she would make? As CEO, the time you can dedicate to your loyalty program is probably close to zero. The reason I’m writing this article is that many loyalty teams have, historically, not executed brilliantly.

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Loyalty Marketing Loyalty Programs Touchpoint 52

Experience Investigators by 360Connext

MARCH 26, 2015

I own my own business, meaning I can’t always be faithful to one airline. Jeannie Walters Jeannie Walters is the Chief Customer Experience Investigator™ and founder of 360Connext, a global consulting firm specializing in the cornerstones of customer experience: customer engagement, employee engagement and connections like social media.

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Travel Hotels Guest Experience Airlines 282

Currency Alliance

NOVEMBER 16, 2021

Flexibility around loyalty redemptions is crucial to creating meaningful value for every customer. Rewards that are interesting for less-frequent customers, as well as to frequent customers, motivate every customer to engage more, and increase the share of wallet that they allocate to your brand.

Loyalty 52

Loyalty Loyalty Programs Touchpoint Hotels 52

Currency Alliance

NOVEMBER 16, 2021

Flexibility around loyalty redemptions is crucial to creating meaningful value for every customer. Rewards that are interesting for less-frequent customers, as well as to frequent customers, motivate every customer to engage more, and increase the share of wallet that they allocate to your brand.

Loyalty 52

Loyalty Loyalty Programs Touchpoint Hotels 52

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.

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Loyalty 2019 Loyalty Programs 2018 45

Beyond Philosophy

JUNE 1, 2015

And, what is the impact of loyalty programs on enterprise profitability? Overall, companies with loyalty programs have grown at about the same rate as companies without them; but there is variance in performance value among industries. Key among these are: Integrate Loyalty Into the Full Experience. Michael Lowenstein, Ph.D.,

Loyalty Programs 84

Loyalty Programs Loyalty Airlines Hotels 84

Beyond Philosophy

JULY 23, 2015

I think that social media to excess might be the next generation’s big regret. I read on an airline magazine that Tuesday is the most productive day of the week. I wonder, is that because engagement on Social media kicks up on hump day? Social media is here to stay. So how do we fix this?

Social Media 155

Social Media Net Promoter Score Magazine Airlines 155

Experience Investigators by 360Connext

DECEMBER 11, 2014

This inevitably leads to problems and customers disappear. The best companies begin with a mission directly aimed at customers. Take Southwest Airlines, whose mission is about service, without even mentioning an airplane! The best ones evolve with the marketplace and ever-changing customer expectations.

Customer Experience 272

Customer Experience Customer Journey Mapping Leadership Airlines 272

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?

Loyalty 40

Loyalty Loyalty Programs Hotels Airlines 40

Currency Alliance

MARCH 21, 2019

Loyalty systems were some of the first marketing technology, dating back 35 years. Making the same progress in loyalty has been much more difficult. The typical incumbent loyalty technology platform comprises five core modules: CRM/Analytics Platform. Loyalty Rules Engine. Now, these legacy systems are showing the strain.

Loyalty 58

Loyalty Banking Loyalty Programs Brands 58

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).

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Loyalty 2019 Loyalty Programs Hotels 45

SurveySensum

FEBRUARY 20, 2024

Empower agents to make decisions and take initiative in resolving customer issues promptly. Omnichannel Support Options : Provide support through multiple channels such as phone, email, live chat, and social media to meet customers where they are. Your customers – and your bottom line – will thank you for it.

Customer Satisfaction 52

Customer Satisfaction Touchpoint Social Media Customer Centricity 52

SurveySensum

FEBRUARY 20, 2024

Empower agents to make decisions and take initiative in resolving customer issues promptly. Omnichannel Support Options : Provide support through multiple channels such as phone, email, live chat, and social media to meet customers where they are. Your customers – and your bottom line – will thank you for it.

Customer Satisfaction 52

Customer Satisfaction Touchpoint Social Media Customer Centricity 52

SurveySensum

SEPTEMBER 21, 2023

This shows the high cost of customer acquisition and how, at times, businesses fail to recoup their initial investment. In contrast, Company B chose to focus on retaining its existing customer base by introducing loyalty programs. Now that we know what the customer retention rate is, let’s have a glance at how to calculate it.

Customer Retention 52

Customer Retention 2023 Loyalty Programs Travel 52