GetFeedback

JANUARY 19, 2020

To prepare for a recent business trip, I booked a roundtrip flight, hotel, and rental car. For example, a few hours after checking into my hotel, I got an email with this message. If I just wanted to give feedback to Expedia or the hotel, I’d probably drop out at this point. . Posts and comments on social media.

Touchpoint 365

Touchpoint Customer Journey Measurement Social Media 365

Currency Alliance

APRIL 15, 2024

Many people assume that operating a loyalty program necessarily implies issuing your own loyalty points or miles. Points and miles are a dominant and popular form of loyalty value. Points and miles are a dominant and popular form of loyalty value. For some brands, issuing your own loyalty currency is certainly desirable.

Loyalty Programs 52

Loyalty Programs Loyalty Airlines Banking 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. Customer Loyalty Statistics 2020 You Shouldn’t Miss.

Loyalty 109

Loyalty 2020 Loyalty Programs Social Media 109

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

InMoment XI

JANUARY 16, 2024

Operational Efficiency and Resource Optimization Contact center AI solutions streamline operational workflows by automating repetitive and time-consuming tasks. 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

GetFeedback

NOVEMBER 25, 2019

Consumer Shipping: 78%. Hotels: 76%. Internet Social Media: 72%. Learn how to use the CSAT metric, boost loyalty, and prove the ROI of your efforts. Computer Software: 79%. Cooperative Energy Utilities: 75%. Credit Unions: 81%. Department and Discount Stores: 76%. Financial Advisors: 80%. Food Manufacturing: 82%.

Customer Satisfaction 293

Customer Satisfaction Apparel Insurance Wireless 293

ShepHyken

FEBRUARY 12, 2024

They use social and websites for inspiration, think highly of influencer and peer recommendations, and expect businesses to take a stance. To be social is to be connected. My Comment: Gen Z will become the most powerful force of consumers in the next few years. This article shares some great insights and findings.

2024 68

2024 Article Customer Service Social Media 68

Alida

JANUARY 29, 2018

That’s why it’s important to keep your cool when concerned customers reach out to your brand, especially in the age of social media, where a misstep can go viral quickly. A study from Applied Marketing Science in collaboration with the social media company highlights the importance of acknowledging negative tweets.

Social Media 133

Social Media Wireless Airlines Loyalty 133

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

NetBase

OCTOBER 12, 2018

You know Social Media Analytics are important – yet 81% of executives surveyed don’t feel their company is using social to its full potential. We talked about 11 social media metrics worth mastering in a recent Adweek webinar. Which metrics matter most as you strive to change that statistic? Engagement.

Social Media 49

Social Media Metrics Webinar Airlines 49

ShepHyken

JANUARY 21, 2024

You will love his opening story about what happened in a well-known, name-brand hotel. The 2024 Marigold Global Consumer Trends Index Report provides insights into consumer preferences that drive marketing decisions and explores the influence of brand relationships.

2024 61

2024 Article Customer Service Workshop 61

Retently

JUNE 28, 2022

It’s a valuable metric – for most companies and it’s the most valuable metric available for measuring customer loyalty and satisfaction. Ask customers to spread their love on social media. Give them direct links and ask to share their satisfaction on social media. Great feedback? You get what you ask for.

NPS 148

NPS Net Promoter Score Feedback Social Media 148

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. What’s next?

Social Media 218

Social Media Travel Rewards Programs Innovation 218

C3Centricity

JUNE 8, 2020

However, it can learn a lot from consumer packaged goods (FMCG/CPG), as I shared with industry experts at a Faculty Day of one of the leading hospitality schools in Switzerland. Having spent most of my career in consumer goods, I was invited to share what the hospitality industry could learn from the industry.

Hospitality 107

Hospitality Customer Centricity Hotels Return on Investment 107

Ann Michaels and Associates

JULY 31, 2018

Think about a hotel you’ve stayed at before and upon returning remembers that you liked a certain type of pillow, a specific newspaper and a corner room. Segment surveyed 1,000+ consumers and found the majority of them were less than impressed by the lack of personalization in their shopping experiences. 46% of U.S. How to Save Face.

Consumers 53

Consumers Retail Hospitality Hotels 53

TechSee

SEPTEMBER 24, 2019

On his last trip to London, he stayed at the Lord Rochester Hotel, since his tried-and-trusted Hotel Miranda Grand was overbooked. Delivering a consistent customer experience is imperative for companies that want to drive loyalty. Sam travels often for business. Was this evidence of a successful customer experience strategy?

Customer Experience 150

Customer Experience Hotels Social Media Omnichannel 150

Beyond Philosophy

DECEMBER 10, 2018

But they keep coming, despite the fact that social media offers much better tools for learning what customers are thinking. Before the internet and social media, there were limited ways to get feedback from customers, especially if you didn’t have a brick and mortar location where you saw them face to face.

Social Media 158

Social Media Hospitality Airlines Hotels 158

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

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 Touchpoint Hotels 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 Touchpoint Hotels 52

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. Evolution of businesses’ CX functions.

Loyalty 59

Loyalty Customer Engagement Engagement Airlines 59

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

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. Greater investment to meet consumers’ insatiable appetite for experiences.

Loyalty 45

Loyalty 2019 Loyalty Programs 2018 45

ShepHyken

APRIL 3, 2017

Customer Service Track Shines at Social Media Marketing World by Dan Gingiss. Winning at Social) Although it is, at its essence, a marketing conference, the annual Social Media Marketing World gathering in San Diego is constantly adapting in step with the ever-changing world of social media.

2017 76

2017 Article Social Media Customer Service 76

BirdEye

NOVEMBER 8, 2023

eCommerce review sites allow consumers to share feedback and experiences about products, services, and businesses they interact with online. For your business, being listed substantiates your online reputation , influencing consumer trust and purchase decisions. What are eCommerce review sites?

Travel 57

Travel Hotels Social Media Healthcare 57

C3Centricity

MAY 20, 2019

It is true that without satisfaction, customers will not return to a hotel or restaurant. However, despite this, I believe that the hospitality industry has a lot it can learn from consumer packaged goods (CPG). Brands that have a high following and loyalty have found a way to consistently engage their fans and keep them coming back.

Hospitality 87

Hospitality Hotels Social Media Innovation 87

Currency Alliance

MAY 21, 2017

You get to the front of the queue in your local store and the assistant asks for your loyalty card. Hotel group cards. Most consumers belong to many customer loyalty programs, but are not active in a lot of them. Most consumers belong to many customer loyalty programs, but are not active in a lot of them.

Loyalty Programs 40

Loyalty Programs Loyalty Airlines Hotels 40

Kustomer

JUNE 1, 2023

For the modern consumer, expectations are growing. Improved customer satisfaction & loyalty: Uniquely tailor experiences to customers should have an impact on how they view their company – you should see an improvement in customer satisfaction that leads to increased customer loyalty and repeat business.

Customer Service 78

Customer Service Customer Service Strategies Hotels Social Media 78

ProProfs Chat

JANUARY 30, 2020

Customer loyalty. Customer Engagement Through Social Media. Customer Engagement & Loyalty. Consumer Engagement & Experience. This allows you to keep customers engaged with the brand and also boosts brand loyalty. Well, that’s exactly why you need to focus on engaging with your customers regularly.

Customer Engagement 136

Customer Engagement 2020 Engagement Social Media 136

Currency Alliance

NOVEMBER 21, 2016

You get to the front of the queue in your local store and the assistant asks for your loyalty card. Hotel group cards. Most consumers belong to many customer loyalty programs, but are not active in a lot of them. Most consumers belong to many customer loyalty programs, but are not active in a lot of them.

Loyalty Programs 40

Loyalty Programs Loyalty Airlines Hotels 40

Optimove

FEBRUARY 14, 2023

Today’s consumers want to interact with the brands they love 24/7; on your app, in your store, and on your social media feeds and website. Delighted customers with no interest in playing the field regarding loyalty. And naturally, savvy marketing teams will must address these needs through a robust omnichannel strategy.

Omnichannel 52

Omnichannel Marketing Travel Hospitality 52

TechSee

FEBRUARY 5, 2019

Increasingly tech-savvy consumers now have a greater ability – and desire – to handle issues on their own terms, and the providers which embrace this trend will be able to reap the rewards. The user effectively becomes the hands of the equipment supplier, boosting satisfaction and engendering long-term loyalty. Power to the People.

2019 173

2019 Customer Experience 2025 ROI 173

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.

2021 52

2021 Loyalty Loyalty Programs Travel 52

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 2019 Loyalty Programs Hotels 45

NetBase

APRIL 14, 2020

Consumers are anxious to travel again, and the industry needs to be tracking shifting travel sentiment caused by COVID-19 to watch for consumer indicators signaling they’re ready to rebook – and that social distancing is behind us. People Love to Travel.

Travel 81

Travel Airlines Social Media 2019 81

ReviewTrackers

MAY 15, 2017

Across all segments of the hotel and hospitality industry, online reputation has become one of the most powerful drivers of revenue and growth. This is where hotel reputation management comes in. Hotel Reputation Management Today. Social Media Link ). Social Media Link ). 2017 Local Search Survey ).

Hotels 20

Hotels Management Net Promoter Score Social Media 20

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