Experience Investigators by 360Connext

APRIL 7, 2015

Never mind that they are sending emails about merging loyalty programs and becoming one airline. Lindsay Lare Cooper (@LindsayLCooper) March 23, 2015. There are always issues and specific negative occurrences in any customer experience, but I think we can agree this seems systemic. We again, did as we were told.

Airlines 307

Airlines Customer Experience Travel Books 307

SmartKarrot

APRIL 20, 2022

From apparel brands to food delivery platforms, almost all B2C businesses offer loyalty programs; and a majority of them are a huge hit. But, implementing these programs in Business-to-Business (B2B) environments can be a little different. The major difference is because of the businesses’ approach to the customers. .

Loyalty Programs 11

Loyalty Programs B2B Loyalty Rewards Programs 11

Beyond Philosophy

DECEMBER 12, 2016

billion in sales, representing 12% growth for Cyber Monday sales in 2015. A survey by CFI group , global leaders for providing customer feedback, conducted a holiday retail report sponsored by Radial, an Omni channel commerce technology and operations provider. Per USA Today , this year’s Cyber Monday booked $3.45

Loyalty Programs 157

Loyalty Programs Books 2015 2016 157

Alida

FEBRUARY 22, 2017

The race towards customer-centricity is driving some the biggest trends in business technology. The customer relationship management (CRM) market, for instance, reached $26.3 billion in 2015 —up 12 percent from the previous year. The race towards customer-centricity is driving some the biggest trends in business technology.

Customer Relationships 180

Customer Relationships Customer Centricity 2015 Loyalty Programs 180

Influitive

OCTOBER 11, 2015

Marketers know that finding ways to increase customer engagement is good for the bottom line. Customer engagement is highly correlated to customer loyalty ,” says Aimee Lucas , Customer Experience Transformist and VP at the Temkin Group , a customer experience research and consulting firm.

Customer Engagement 111

Customer Engagement Loyalty Engagement Social Media 111

Experience Matters

APRIL 13, 2016

Starbucks launched changes to its loyalty program that is causing some backlash from customers. So I decided to examine our data on the loyalty of US consumers to the coffee shop giant. My take: As you can see below, Starbucks ranks 23rd out of 293 companies in the 2015 Temkin Loyalty Index.

2015 80

2015 Loyalty Programs Loyalty Customers 80

Currency Alliance

FEBRUARY 15, 2018

This has come at the cost of innovation, experimentation, and ultimately customer experience. This is tantamount to shrinkage – because as the economy expands to accommodate new services and innovative customer experiences, retail occupies an ever smaller market share. This is, in effect, a monetized loyalty strategy.

Retail 110

Retail Brands Banking 2015 110

Currency Alliance

OCTOBER 11, 2018

Countless articles have been written about enhancing the hotel customer experience (CX) with technology. By owning this more complete customer journey, the hotel has the opportunity to deliver better experiences and to earn greater guest loyalty. Restive guests: understanding hospitality loyalty.

Hotels 40

Hotels Hospitality Loyalty Travel 40

Beyond Philosophy

JUNE 18, 2015

In contrast, your experiences really are part of you. We are the sum total of our experiences. So when you are designing your Customer Experience, remembering this concept is key to creating something that will evoke happy and pleased with your Customers. Discovering What Customers Don’t Know Themselves.

Loyalty Programs 159

Loyalty Programs B2C 2015 Hotels 159

Win the Customer

AUGUST 9, 2016

Streamlined Loyalty Programs. You can also entice customer loyalty program sign-ups with the convenience of mobile payments. That figure equaled around four million mobile wallet payments every week, which ultimately helped drive Starbucks’ loyalty program. Always Be Customer-Centric.

Consumers 72

Consumers Loyalty Programs 2013 2015 72

SuiteCX

DECEMBER 20, 2015

As marketers, we are all focused on improving our customer experience and generating more revenue. suitecx ©2015, suitecx Inc. November 30, 2015 Customer Experience Improvement: Finding the Right Data Strategy As marketers, we are all focused on improving our customer experience and generating more revenue.

Customer Experience 40

Customer Experience 2015 Social Media Call Center 40

Customer Bliss

JUNE 6, 2017

As head of Member Experience, Brad is responsible for retention marketing, member lifecycle and loyalty, community, social media, email marketing, and member. Prior to joining Peloton, Brad led strategy and global operations for Starwood Preferred Guest (SPG), Starwood Hotels’ award-winning loyalty program with over 21.

Hotels 149

Hotels Social Media Consulting 2014 149

Talkdesk

MARCH 24, 2021

With insurtech getting a head start and Amazon-like experiences setting policyholder expectations and brand loyalty, customer service can make or break carriers and brokers. . Root Insurance , the nation’s first licensed insurance carrier powered entirely by mobile, was founded in 2015.

Insurance 53

Insurance Contact Center Multi-Channel Automotive 53

Retently

OCTOBER 1, 2018

To better visualize it, think of it as a roadmap of the full customer experience. What Is a Customer Journey Map? Simply put, it’s a template that illustrates the entire customer journey. It’s normally used to display it so that every department in your company can easily keep track of the whole customer experience.

Customer Journey Mapping 107

Customer Journey Mapping Touchpoint Customer Journey Social Media 107

Engine Insights

AUGUST 15, 2015

Of the 900 people we surveyed in our most recent HR Reflections study, 93% said that their top people priority for 2015 is customer centricity. To develop unique and differentiated customer experiences, one last element needs to be added – capturing customer feedback and embedding it into the business.

Customer Centricity 40

Customer Centricity 2015 Loyalty Programs Culture 40

Currency Alliance

MARCH 30, 2022

The ability to bring together complementary fields of experience to create profitable solutions based on innovative business models and modern technology. 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.

Loyalty 52

Loyalty Loyalty Programs Airlines Hotels 52

Natalie Petouhof

SEPTEMBER 16, 2015

In a June 2015 report, the McKinsey Global Institute estimates that IoT applications may have a potential economic impact of as much as $11.1 And that’s what is in store for companies that are looking at the IOT Cloud. trillion per year by 2025.

2025 49

2025 Events 2015 Loyalty Programs 49

Beyond Philosophy

JUNE 9, 2015

Michael O’Leary credits Ryanair’s Always Getting Better (AGB) Customer experience program as a catalyst for these results. O’Leary and others said the AGB program is transforming their Customer Experience, service and the way they treat Customers. Passenger inertia is not Customer loyalty.

Loyalty 137

Loyalty Loyalty Programs Airlines Webinar 137

OpinionLab

MARCH 12, 2015

The problem is: if you think VOC as merely a provider of customer opinions, you are missing the real value of the technology. There is no better metric for improving your customer experience than actual customer feedback. Customer Experience Management. Customer Experience Management.

Voice of Customer 68

Voice of Customer Multi-Channel Feedback Hotels 68

Currency Alliance

NOVEMBER 14, 2018

This quote comes from a 2015 Guardian article on Amazon, but the sentiment could apply to almost any business that ever paid a fee to participate in a marketplace. This challenge – the give-and-take of marketplaces – now firmly belongs on the agenda of loyalty strategy meetings. This creates a terrible customer experience.

Loyalty 45

Loyalty Loyalty Programs Travel Hotels 45

ProProfs Chat

DECEMBER 4, 2020

A great example of this is how Netflix is combining customer service and product promotions with its social accounts. Netflix (@netflix) July 22, 2015. However, they’re also using their marketing platforms to offer support to customers with witty interactions. This strategy won’t guarantee a seamless customer experience either.

Customer Service 98

Customer Service Marketing Social Media Loyalty Programs 98

ClearAction

MAY 28, 2015

If It’s Called Customer Experience, Why is it All About the Company? While companies clamor to get their share of revenue from new and existing customers, the delta between what brands say they do for customers and what actually happens has never been larger. See the math problem here?

Customer Experience 110

Customer Experience Social Media Customer Experience Management 2008 110

Currency Alliance

JULY 24, 2018

During the past 20 years, I´ve stayed in hundreds of IHG hotels and amassed hundreds of thousands of loyalty points. I then tried contacting them by email and social media channels and only twice got a response – both times directing back to calling customer service. I gave up.”. Disconnecting Flights. Currency Alliance can help.

Travel 40

Travel Airlines Customer Experience Hotels 40

ClearAction

AUGUST 21, 2016

If It’s Called Customer Experience, Why Is It All About the Brand? While companies clamor to get their share of revenue from new and existing customers, the delta between what brands say they do for customers and what actually happens has never been larger. Janice Cuban.

Brands 54

Brands Customer Experience Social Media 2008 54

Natalie Petouhof

JUNE 15, 2015

With the next generation Journey Builder brands are empowered to create journeys that blur the lines of CRM and span the Salesforce Customer Success Platform – connecting journeys across sales, service, marketing and custom apps. Because of this, companies are now competing on customer experience.

Marketing 86

Marketing Advertising 2015 Loyalty Programs 86

Up Your Service

MAY 21, 2015

This guest blog post is from online customer experience expert Gerry McGovern. The irony of this period of Big Data is that many organizations are becoming even more disconnected from their customers. Technology creates both insights and blindness when it comes to understanding customers. Delusional.

2014 87

2014 Loyalty Programs 2015 Consumers 87

Retently

MARCH 18, 2019

The key to retaining customers is extremely simple: deliver value and provide a great experience that makes customers want to stick with you and recommend you to others. Well, by far the most effective way to measure customer satisfaction and loyalty is via the Net Promoter Score. Netflix Customer Retention.

Net Promoter Score 133

Net Promoter Score NPS Customer Retention Loyalty 133

CSM Magazine

DECEMBER 14, 2015

Study Reveals Brands are failing at personalization, causing customer experience to suffer and demonstrating need for contextualized experiences. Study Reveals Brands are failing at personalization, causing customer experience to suffer and demonstrating need for contextualized experiences.

Brands 40

Brands Customer Experience 2015 Loyalty Programs 40

Beyond Philosophy

JUNE 14, 2016

Based on insights from the Temkin Group report’s State of CX Metrics, 2015, a recent LinkedIn infographic post by CXPA co-founder Bruce Temkin labeled customer experience metrics as “Immature, But Improving”. Further, they are principally macro measures, and limited as enablers for taking detailed, granular experience action.

Metrics 60

Metrics Customer Experience 2015 Consulting 60

Pointillist

MAY 23, 2018

More and more marketers and customer experience professionals are now looking for the best customer journey analytics platform to understand and engage with individual customers at a personal level, at scale. Companies have traditionally looked to improve customer experience by focusing on particular touch points.

Customer Journey 90

Customer Journey Customer Journey Mapping Touchpoint Multi-Channel 90

Currency Alliance

MARCH 5, 2019

Should my brand be in a loyalty coalition? Do reward points really earn loyalty? These, and other important questions, were subject of a debate held recently at the Visa Innovation Center in London, and Convened by Annich McIntosh of Loyalty Magazine. Loyalty Coalitions are Morphing into Marketplaces.

Magazine 58

Magazine Loyalty Loyalty Programs Entertainment 58

Comm100

JUNE 13, 2018

A difficult shopping experience during the holiday season can leave customers with a bad taste in their mouth – and businesses with a bad rap. Put the customer experience at the forefront of your priorities, and make purchasing a breeze by removing any friction from the buying experience.

E Commerce 54

E Commerce E-support Social Media Retail 54

Currency Alliance

MARCH 9, 2021

Headless loyalty systems are API-first loyalty platforms that enable any customer-facing platform to integrate loyalty marketing functionality into their Customer Experience (CX) via API. The transformation has started, but will soon accelerate rapidly. What does ‘headless’ mean?

Loyalty 59

Loyalty Customer Engagement Engagement Banking 59