Up Your Service

MAY 3, 2017

Using information about a specific request to anticipate future ones is critical in an era where on-demand apps and 24-hour access to brands are raising customers’ expectations. Customers are delighted when brands care more about them than how much they’re paying and what time they’re checking out,” Kaufman says.

Hospitality 74

Hospitality Travel Brands Airlines 74

Currency Alliance

NOVEMBER 7, 2017

Every industry now has to be conscious of the heightened, personalized demands of the modern consumer, including the loyalty industry. We have the opportunity to shape the future of loyalty programs so they fit seamlessly with other liquid, flexible markets in which people interact every day. Making data actionable.

Loyalty Programs 45

Loyalty Programs Loyalty Consumers Technology 45

Currency Alliance

MAY 20, 2024

Back in 2017, when interchange fees were slashed by the European Union, most banks’ response was to simply to give up on their loyalty program; this was lazy and a huge strategic mistake. Every bank needs a loyalty strategy – even if they don’t have a points-based loyalty program.

Banking 52

Banking Loyalty Loyalty Programs Travel 52

Tricia Morris

MAY 31, 2016

Customer expectations are changing, and to be successful, brands’ delivery on customer experience must too. Pombriant notes that McKinsey recommends automation, proactive personalization, contextual interaction and journey innovation as four key pillars to achieve customer loyalty.“

Customer Experience 55

Customer Experience 2016 Contact Center Loyalty 55

Qualtrics

MAY 9, 2019

As part of our Customer Experience Visionaries series, we caught up with Emily to explore how asking the right questions, at the right time, has been the foundation for her success. Are you a part of the loyalty program? What’s your regular order? Who are you buying that dress for? Do you normally stay at this hotel? —

Brands 36

Brands Hotels Loyalty Programs Loyalty 36

ProProfs Chat

MAY 6, 2020

Takeaway: To train your customer support reps, upgrade your services at the contact center, or even overhaul the complete support process. This will help your business keep customers delighted with your services because they’ll guarantee consistent services that most of your customers expect. Source: Fuqua ) Tweet this.

2020 66

2020 Customer Experience E Commerce E-support 66

Kustomer

NOVEMBER 25, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Matt Dixon from Tethr to reinvent what it means to delight your customers. Delight typically means going above and beyond customer expectations, so what is there to reinvent? Stay tuned to find out more.

Customer Service 98

Customer Service Customers 2010 Net Promoter Score 98

Lumoa

FEBRUARY 9, 2023

B2C Customer Experience B2C Customer Experience refers to how a B2C customer perceives his buying experience and further interactions with your company. Same as with B2B customers, B2C customers expect a consistent and personalized omnichannel experience. ” – Shep Hyken.

Definition 178

Definition Net Promoter Score Customer Experience B2C 178

Currency Alliance

FEBRUARY 26, 2019

Having benchmarked and talked to hundreds of loyalty programs in the past few months, what we think program leaders ought to be doing during the next 3-6 months is preparing a plan to realign their loyalty program design with the broader business strategy and core value propositions. Customer data: maximize ROI.

Loyalty 45

Loyalty 2019 Loyalty Programs Hotels 45

Currency Alliance

JUNE 19, 2019

Independent of individual program achievements, the most important development across the industry has not been in individual technological triumphs, but a hastening structural shift in how brands understand and approach the purpose of their loyalty programs. ING Direct is one of those brands. Kudos to them.

Magazine 49

Magazine Loyalty 2019 Loyalty Programs 49

Currency Alliance

OCTOBER 27, 2017

We recognize that these are difficult times for merchants managing loyalty programs. Customer expectations are higher than ever. Imagine brands agreeing to issue and/or redeem a common loyalty currency so that the customer could collect the same currency across many places where they spend money.

Loyalty 49

Loyalty Loyalty Programs Airlines Brands 49

Kustomer

MARCH 12, 2020

I think one was, look we generate a lot of good when we simply do what customers expect and we don’t get paid much more when we do more than what they expect. Matt Dixon: (07:40). And so there’s really two big takeaways there. And as a company you have got to handle the baggage. The controller? Matt Dixon (28:00).

2010 52

2010 Customers Multi-Channel Net Promoter Score 52

Strativity

APRIL 27, 2023

The Post article was on the heels of articles from Restaurant Business (2018) and The New York Times (2017)—both asserting that there may be too many restaurants. The prospect of offsetting the cost of deploying delivery personnel to meet customer expectations made sense.

2022 52

2022 E-support Roadmap Download 52

Strativity

APRIL 27, 2023

The Post article was on the heels of articles from Restaurant Business (2018) and The New York Times (2017)—both asserting that there may be too many restaurants. The prospect of offsetting the cost of deploying delivery personnel to meet customer expectations made sense.

2022 52

2022 Roadmap Customer Relationships Brands 52

Pointillist

MAY 23, 2018

Personalize engagement using information about the customer and where they are in their journey. Your customers expect personalized experiences driven by their current preferences and recent interactions. For example, you could automatically communicate with a customer via their preferred communication channel (e.g.

Customer Journey 90

Customer Journey Customer Journey Mapping Touchpoint Multi-Channel 90

SurveySensum

SEPTEMBER 8, 2023

These benchmarks can vary across industries due to differences in customer expectations and competitive dynamics. NPS cuts cost of customer acquisition: According to the research done by Frederick Reichheld of Bain & Company (the inventor of NPS) increasing customer retention rates by 5% increases profits by 25% to 95%.

NPS 52

NPS ROI Social Media Banking 52

Currency Alliance

MARCH 9, 2021

It’s a model which has really taken off in the past couple of years because it allows brands to enable, measure and monetize consistent customer experiences: whether that’s on social media, in a marketplace, on a direct-to-consumer channel, or elsewhere. Because customers use multiple channels at the same time when interacting with a brand.

Loyalty 59

Loyalty Customer Engagement Engagement Banking 59

Thematic

NOVEMBER 13, 2018

Collection of customer feedback – Using methods like surveys, etc. to gather information from your customers. Analysis – Analyzing responses to uncover trends, themes and customer expectations. And the most common activity for VOC teams is defining customer experience metrics , and this became even more popular [in 2017].

Voice of Customer 101

Voice of Customer Net Promoter Score ROI NPS 101