Currency Alliance

APRIL 15, 2024

Many people assume that operating a loyalty program necessarily implies issuing your own loyalty points or miles. The optimal points to offer mostly depends on the frequency of engagement your brand has with target customers. Points and miles are a dominant and popular form of loyalty value. This actually is not true.

Loyalty Programs 52

Loyalty Programs Loyalty Airlines Banking 52

InMoment XI

APRIL 3, 2024

The customer experience—how buyers feel about their collective interactions with a brand—defines and motivates customer action. Your brand needs to deliver on all fronts in order to create a memorable experience for these customers. It sets the tone for the entire company/consumer relationship.

Customer Expectations 260

Customer Expectations Touchpoint 2024 Omnichannel 260

Win the Customer

NOVEMBER 14, 2016

Whether it’s Snapchat’s GeoFilters or Facebook’s 360 Photos, more businesses are finding that social media is one of the most powerful tools available today. Whatever industry you’re in, you simply must have a social media presence these days. It’s called social media for a reason, after all.

Social Media 145

Social Media Customer Service Multi-Channel 2014 145

NetBase

APRIL 14, 2020

People are talking about travel – and it’s not all about boycotts or travel bans, which of course makes for salacious news in and of itself. People Love to Travel. It seems the travel industry is in the news constantly these days, as consumers dispute everything from airline fees to cruise ship nightmares.

Travel 81

Travel Airlines Social Media 2019 81

SurveyGizmo

FEBRUARY 4, 2021

Loyalty and retention are not the same, but they are definitely related. Loyalty is personal and emotional, while retention is a financial measure, is what Ryan Tamminga, VP of Customer Success at Alchemer, and Vanessa Bagnato, Director of Enterprise Solutions at Alchemer, explained recently in a webinar. And it’s not a single metric.

Loyalty 98

Loyalty Net Promoter Score Airlines Hotels 98

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

SurveySensum

APRIL 1, 2024

Trust in a brand is not merely beneficial; it is crucial for a startup’s survival and growth. Research indicates a customer trust directly correlates with brand loyalty. And loyal customers make purchases 90% more often and are inclined to spend more during each transaction, contributing to better cash flow for the brand.

Brands 52

Brands Social Media Feedback Loyalty 52

Customer Bliss

JUNE 6, 2018

This is one of the many questions that Eric Smuda , VP of Customer Experience & Loyalty of Hertz car rental service had to ask when he joined the company to transform customer and employee experience. Within his role, Eric now owns the VoC programs, CX and brand activation team, and the Gold Plus Rewards loyalty program.

Employee Experience 221

Employee Experience Culture Loyalty Travel 221

Currency Alliance

SEPTEMBER 17, 2019

In this new content series, we show what a world-beating loyalty program would look like in four different sectors, and discuss the brands currently showing the potential to build that ‘world-beating’ program. First up: the travel & hospitality sector. are now ripe for inclusion in loyalty coalitions.

Loyalty Programs 40

Loyalty Programs Travel Loyalty Airlines 40

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

InMoment XI

OCTOBER 19, 2021

Not that long ago, if we wanted to know what a customer thought, how they felt about interacting with your brand (website, store, call center, etc.), We also ask questions we should know the answer to, like “did you travel with us in the last 30 days?” We have agents on the phone, email, live chat, and social media messaging.

Customer Experience 493

Customer Experience Social Media Call Center Metrics 493

Experience Investigators by 360Connext

NOVEMBER 12, 2014

A gentleman who travels extensively and is a top-tier member of a hotel loyalty program was telling me he just wished they’d ask him a few questions. When conducting a recent touchpoint inventory workshop, the client was surprised when I pressed for what their brand promise really was. A great experience, but for whom?

Brands 259

Brands Hotels Consulting Workshop 259

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

Up Your Service

MAY 3, 2017

This post makes the same point, but for the travel and hospitality – one of the most traditional “service” industries on the planet. Read on… Customer loyalty is a powerful marketing force that travel and hospitality businesses are always chasing. By David Harrington. The rise of white-glove customer service.

Hospitality 74

Hospitality Travel Brands Airlines 74

Michel Falcon Experience

FEBRUARY 21, 2019

In my interview with Rachel David , founder of Hashtag Communications , we discuss social media customer service, managing remote employees and how businesses can leverage influencers to build trust with potential customers. So, I told people on my social media, this is what happened.

Social Media 68

Social Media Customer Service E Commerce Customers 68

QuestionPro Audience

DECEMBER 1, 2016

How Millennials are Travelling. Millennials are constantly expressing their interests on social media channels, and travel is not excluded from the trending topics identified by “hashtag goals.” These mantras are also reflections of their travel habits. Millennials are not just traveling more but also longer.

Travel 60

Travel Social Media 2008 Books 60

GetFeedback

JANUARY 19, 2020

All done via Expedia, because it gives me one place to handle all travel arrangements, and provides a very nice app to remind me what I booked along with directions, phone numbers, and more. . Public comments on social media sites like Twitter, Facebook, LinkedIn, and review sites. Posts and comments on social media.

Touchpoint 365

Touchpoint Customer Journey Measurement Social Media 365

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

APRIL 23, 2015

I was thrilled to have the opportunity to interview Amy Jackson, Senior Director of Brand Strategy and Consumer Marketing for TripIt from Concur while I was at the South By Southwest Interactive festival in Austin, Texas back in March. If you travel a bit, as I do, this app can be a lifesaver. and the not so good. Think about it.

Social Media 218

Social Media Travel Rewards Programs Innovation 218

Optimove

AUGUST 15, 2023

As a result, most of us are no strangers to scanning QR codes to pay for goods at the till, grab in-store discounts, reap loyalty rewards, and see what’s on the menu (52% of the one million+ restaurants in the United States use QR code menus). Long and short? How to use QR Codes across your marketing channels Suitably inspired?

Brands 52

Brands Marketing 2025 Events 52

GetFeedback

FEBRUARY 15, 2019

A customer who has a positive experience with a company is more likely to remain loyal to that brand, even going as far as to advocate for it online or offline. It’s also extremely important to monitor the social media conversation around your company. Isn’t that the same as customer service? Not exactly.

Customer Experience 322

Customer Experience Net Promoter Score Social Media Feedback 322

GetFeedback

NOVEMBER 25, 2019

Internet Social Media: 72%. Internet Travel Services: 78%. Learn how to use the CSAT metric, boost loyalty, and prove the ROI of your efforts. Internet Investment Services: 79%. Internet News and Opinion: 75%. Internet Retail: 80%. Internet Search Engines and Information: 79%. Internet Service Providers: 62%.

Customer Satisfaction 293

Customer Satisfaction Apparel Insurance Wireless 293

Experience Investigators by 360Connext

DECEMBER 15, 2014

This often means creating special loyalty programs , elite experiences, and special perks to maintain the top 1% of customers. Airlines have recently taken to creating secret, invitation-only loyalty programs for their most valued customers. Ignoring the little guy in favor of the elite can mean big trouble for your brand.

Loyalty Programs 268

Loyalty Programs Airlines Social Media Loyalty 268

InMoment XI

OCTOBER 19, 2021

Not that long ago, if we wanted to know what a customer thought, how they felt about interacting with your brand (website, store, call center, etc.), We also ask questions we should know the answer to, like “did you travel with us in the last 30 days?” We have agents on the phone, email, live chat, and social media messaging.

Customer Experience 295

Customer Experience Social Media Call Center Metrics 295

BirdEye

APRIL 24, 2023

From the exciting growth of social media to the importance of data analytics and artificial intelligence (AI), today’s digital landscape presents an abundance of opportunities for marketers to connect with customers like never before. It evens the playing field and allows you to compete with bigger brands. It’s measurable.

Marketing 93

Marketing Social Media B2C Advertising 93

Currency Alliance

NOVEMBER 17, 2020

But those brands pursuing each of the trends predicted for 2020 probably suffered less as the course of this year evolved. Today, the best experience we receive from any brand becomes our expectation of every brand. Loyalty marketing has always existed as a primary method for building direct relationships with your customers.

2021 52

2021 Loyalty Loyalty Programs Travel 52

Bold360

APRIL 27, 2017

Travel and tourism can be difficult areas for retaining customer loyalty, with websites set up exclusively to pit brands against one another on the best deals for hotels and rock-bottom prices on flights. Inspiring Real Loyalty, No Cards in Sight. engender loyalty! But is it really all about the dollars and sense?

Tourism 56

Tourism Travel Customer Service E-support 56

Currency Alliance

FEBRUARY 26, 2021

So, with competition across nearly every category, all companies now need a loyalty strategy. Not every company needs a loyalty program with points, gift cards, or other incentives, but very few businesses can survive without a base of loyal customers that makes up 30-50% of recurring total sales.

Loyalty 59

Loyalty Customer Engagement Engagement Airlines 59

Experience Investigators by 360Connext

NOVEMBER 17, 2020

We know that building loyalty requires more positive interactions than negative ones. Employees wrote and tied hand-written thank you notes to baggage that travelers collected after their flight. What about when they complete a training process or post about your brand on social media? Look for milestones.

Airlines 372

Airlines 2020 Social Media Hotels 372

CX Journey

SEPTEMBER 5, 2018

Coming up with a brand identity isn’t an easy task. Ideally, a strong brand identity will mesh both your needs and those of your customer. 77 percent of B2B marketers say that proper branding plays a big role in company growth. Ideally, a strong brand identity will mesh both your needs and those of your customer.

Brands 95

Brands Social Media Travel Advertising 95

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. Improved customer satisfaction not only fosters loyalty but can also lead to positive word-of-mouth, attracting new customers to the brand.

Contact Center 260

Contact Center Virtual Agent E Commerce E-support 260

SurveySensum

MAY 2, 2024

From shaping product development to empowering employees, building trust, and boosting loyalty, a well-oiled closed feedback loop is the secret weapon that elevates customer experience to new heights. Impact of Closed Loop on Customer Service: 10 Brand Examples 1. But what exactly is a Closed Feedback Loop?

Customer Service 52

Customer Service Social Media Loyalty Feedback 52

SurveySparrow

JULY 3, 2021

Brands typically prioritized competitive pricing and product development over the actual experience of their customers. But the battle for sales, brand loyalty, and customer retention in 2021 and beyond will be won by businesses that take customer experience seriously and execute strategies that audiences connect with.

Brands 59

Brands Customer Experience Travel Social Media 59

Hallmark Business Connections

OCTOBER 5, 2020

Isolation is pervasive in today’s climate, and brands have a moral imperative to talk about it, address it, and act with empathy as consumers try to find their way through this new world. Social responsibility should now be safely in the marketer’s wheelhouse. 4 Strategies for Creating a More Empathetic Brand.

Brands 97

Brands Social Media Travel Download 97

Experience Investigators by 360Connext

JANUARY 21, 2015

Understanding the customer journey end-to-end helps brands innovate around the experience. In the case of airlines, yes, they want to travel to a certain destination. This isn’t really about your brand yet. If you cater to business travelers, for example, then go beyond the obvious like wifi access and business lounges.

Customer Journey 283

Customer Journey Customer Journey Mapping Airlines Magazine 283

BirdEye

DECEMBER 28, 2022

Are you looking for ways to increase your social media followers? If the answer to either question is yes, you should consider running a social media contest. Contests are a great way to get people excited about your brand, and they can be a lot of fun for participants as well. What is a social media giveaway?

Social Media 19

Social Media Brands Engagement Entertainment 19

Currency Alliance

MAY 9, 2022

Such ‘digital washing’ (like greenwashing in the context of environmental protection) is also taking place in loyalty, where various vendors claim to be true SaaS platforms or API-centric. To help businesses on this path, we have decided to share our experience in building an API-centric loyalty platform over the years.

Loyalty 52

Loyalty Technology Loyalty Programs Multi-Channel 52