Oracle

MARCH 18, 2021

According to a McKinsey report, available seat miles on US airlines were down 71% in April 2020 from the previous year. Hotels worldwide were operating at 29% compared to 2019’s occupancy rates of 72%. Travel loyalty programs matter to consumers, and so do their responses to the pandemic. Travel loyalty reimagined.

Loyalty Programs 62

Loyalty Programs Travel Loyalty Airlines 62

ProProfs Chat

FEBRUARY 13, 2020

Customer Loyalty Statistics 2020 You Shouldn’t Miss. What’s more, these customer loyalty stats give an insight into factors that prompt customers to be loyal to a brand. Customer Loyalty Brands. What Loyal Consumers Want. Customer Loyalty Program Improving Sales. Mobile Customer Loyalty. Customer Service Loyalty.

Loyalty 109

Loyalty 2020 Loyalty Programs Social Media 109

C Space

MARCH 31, 2020

The Brand Move Roundup – March 31, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. Keep checking back here for the latest updates on how brands are dealing with coronavirus. million pints of beer.

2020 40

2020 Brands Hospitality Hotels 40

Think Customers

JULY 20, 2020

Forrester’s 2020 US Customer Experience Index Report captured the early effects of the pandemic. customers across 250 brands and 14 industries from January through March. Brands that invest in CX are winning. They are insightful enough to understand what people want from their brand. Hotels: Hampton by Hilton (77.5)

2020 52

2020 Banking Airlines Hotels 52

C Space

SEPTEMBER 21, 2020

The Brand Move Roundup – September 18, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. In early March we began reporting daily on how brands were dealing with Covid-19. from brands and teams. We created a monster.” billion to 31.9

2020 40

2020 Brands Sports Fashion 40

Currency Alliance

OCTOBER 11, 2018

Countless articles have been written about enhancing the hotel customer experience (CX) with technology. The hotel market is becoming more competitive, with a larger share of wallet being spent on a greater variety of services. Happily, this increased competition does not pose an existential threat to the hotel as a business model.

Hotels 40

Hotels Hospitality Loyalty Travel 40

Currency Alliance

JUNE 1, 2020

The long break in spending habits due to Covid-19 will cause customers to re-evaluate their relationship with brands. This isn’t just a casual observation, but a sign of a widespread consumer trend which every loyalty marketer should be thinking about. People in Barcelona are buying a lot more ice-cream lately.

Loyalty 72

Loyalty Consumers Marketing Loyalty Programs 72

SurveySensum

JANUARY 8, 2021

2020 is not a year you would like to remember, it’s also not a year which any of us can easily forget. So, let’s jump right in and reflect on the best customer experience stories that happened in 2020! Can a TV series really be something special for consumers? Most brands opted to issue vouchers for future travel.

2020 81

2020 Customer Experience Travel E Commerce 81

Qualtrics

DECEMBER 17, 2019

We picked the collective mind of the resident brand experience (BX) experts at Qualtrics to find out the main trends and issues marketers and brand managers need to be aware of in 2020. From the death of likes to a focus on brand-led marketing, here’s everything you need to know. A pivot to brand-led marketing.

2020 32

2020 Brands Chief Customer Officer Hotels 32

Currency Alliance

DECEMBER 17, 2019

This is the blog version of our Loyalty Strategy Guide 2020. For a more engaging read, click here to Currency Alliance Loyalty Strategy Guide 2020. More customers will want to earn more loyalty currencies – which is potentially fantastic for all brands. Brands are already making these fundamental improvements.

Loyalty 64

Loyalty 2020 Loyalty Programs Travel 64

ShepHyken

OCTOBER 5, 2020

Street Fight) The new consumer buying trends — and the business measures put in place to adapt to them — will likely become a permanent fixture even as the economy enters a recovery phase. Customer Service Week is October 5-9: Learn 5 Ways to Celebrate Your Virtual Agents When They Need it Most (Thanks, 2020) by Veronica Krieg.

2020 66

2020 Article Customer Service Hospitality 66

Currency Alliance

NOVEMBER 14, 2019

The overarching loyalty trend of 2020 will continue to be brands getting to grips with digital transformation. 2020, however, seems likely to be the year in which stars align for a more profitable, productive and open future for loyalty. So, with that context, what will be the top loyalty trends in 2020?

Loyalty 40

Loyalty 2020 Hotels Loyalty Programs 40

Think Customers

JUNE 21, 2021

In a new report, the 2021 US Customer Experience Index , Forrester Research set out to determine how brands did in making abrupt CX changes with very little preparation. The effectiveness at which brands met customer needs and expectations, however, varied across industries.

2021 52

2021 Brands Hotels Airlines 52

C3Centricity

JANUARY 13, 2021

Perhaps that’s the reason why we recorded an over 15% increase in our readership in 2020. In appreciation of your loyalty, we have summarised the top twenty articles we published in 2020, so you can check that you didn’t miss any, or remind yourself of their usefulness: #1. This may surprise you.

Customer Centricity 71

Customer Centricity Article 2020 Hospitality 71

Alida

OCTOBER 18, 2016

By 2020, Generation Z will account for 40 percent of all consumers in the U.S. 86 percent of #GenerationZ travelers prefer to stay in hotels ( TWEET THIS STAT ). To prepare for the future, companies should start building a relationship with Generation Z consumers now. alone, there are 65 million of them.

Travel 279

Travel 2010 Fashion Hotels 279

NetBase

AUGUST 5, 2020

And monitoring consumer behaviors and emerging trends will show them when and where to start promoting destination travel again. Airlines, cruise ships and resorts are examining how to re-open and provide the safest experiences for consumers, by addressing their biggest concerns. The State of Travel Today.

Travel 98

Travel Social Media Hotels Airlines 98

ShepHyken

NOVEMBER 11, 2022

This week, we feature an article by Claron Kinny, SEO Outreach Specialist at Beaconstac , a company that creates and manages QR codes for brands for an immersive offline and online CX. Even before the pandemic, usage of QR codes increased by 96% between 2018 and 2020, highlighting its importance in this digital era.

Customer Service 65

Customer Service Hotels Social Media Hospitality 65

C3Centricity

JANUARY 4, 2021

Either way, we’d like to thank you all for your support in 2020. Again filled with great examples, this article will guide you in connecting with your users after purchase and how to keep them loyal to your brand. #6. Brand Portfolio Secrets to Success (5 Things You Need to Know). Is Packaging Part of Product or Promotion?

Customer Centricity 62

Customer Centricity 2020 Hospitality Article 62

Qualtrics

NOVEMBER 5, 2020

The XMI Customer Ratings exist in two forms, Overall and Consumer NPS. The Overall Ratings are a composite metric of customer experience delivery measuring consumers’ feelings of success, effort, and emotion when interacting with companies, while the Consumer NPS Ratings measure the Net Promoter Score first championed by Bain et al.

Net Promoter Score 49

Net Promoter Score 2020 NPS 2019 49

Beyond Philosophy

OCTOBER 25, 2019

Per USA Today , Airbnb has more than seven million listings in 100,000 cities as of early September 2019, and they plan to go public in 2020. Michelli says he writes about brands that take care of their people and customers in a way that differentiates them in the marketplace. Consumers, on the other hand, sometimes jump right in.

Hotels 104

Hotels Travel Hospitality 2019 104

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. Consumers generally don’t like surprises, with 60% of customers reporting a willingness to churn due to inconsistent experiences. Sam travels often for business. Technology as the driver.

Customer Experience 150

Customer Experience Hotels Social Media Omnichannel 150

Currency Alliance

JUNE 16, 2020

For most of the last decade, loyalty marketing seemed to be on autopilot for many brands – but the tide is turning. What really stood out is which brands were pulling off these feats. Travel brands have featured less heavily among the winners, this year, than ever before. The program is actually called, ‘ Voxi Drop ’.

Magazine 52

Magazine Loyalty Innovation 2020 52

Customer Alignment

NOVEMBER 21, 2017

Why is it then that seemingly every week there is news about another brand that is opening a physical brand experience space for its customers when many agree with Gartner’s belief that “By 2020, customers will manage 85% of their relationship with the enterprise without interacting with a human”?

Brands 40

Brands Automotive Retail 2020 40

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. Shifting Travel Conversation.

Travel 81

Travel Airlines Social Media 2019 81

TechSee

OCTOBER 23, 2018

Thanks for calling our Hotel. consumers abandoned a brand due to lack of personalization and trust. How may I help you? Vs. Good morning, Laura. I see you are a Loyalty member since 2007, and have stayed at our property in London every year around this time. Are you calling to make another reservation?

Customer Service 157

Customer Service 2007 Virtual Agent 2018 157

NetBase

JULY 20, 2020

Social media isn’t about brands. And it’s a place for brands to observe these interactions and connect with consumers. But they must remember one thing: Social media may provide your brand’s first and last impression, so both need to be good ones. But that attitude is dangerous in its brand-centric focus.

Social Media 104

Social Media Net Promoter Score Consumers Brands 104

C Space

JUNE 2, 2020

The Brand Move Roundup – June 2, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. Keep checking back here for the latest updates on how brands are dealing with coronavirus. It’s a steady move forward.”

2020 52

2020 Brands E Commerce Travel 52

SurveySparrow

JUNE 23, 2021

After all, as of 2020, there are 2.74 You have to gain loyal customers who will advocate for the brand and are happy to be a part of your business. To understand consumer psychology, you have to ask them first. Using surveys, brands can learn what customers are thinking about their products. For instance-.

Social Media 52

Social Media Hotels Multi-Channel Net Promoter Score 52

C Space

MAY 28, 2020

The Brand Move Roundup – May 28, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. Keep checking back here for the latest updates on how brands are dealing with coronavirus. In the past six weeks, the number of U.S. In the U.S.,

2020 52

2020 Brands Tourism Travel 52

C Space

MAY 1, 2020

The Brand Move Roundup – May 1, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. Keep checking back here for the latest updates on how brands are dealing with coronavirus.

2020 52

2020 Brands Tourism Hotels 52

Retently

SEPTEMBER 11, 2018

An accurate CX definition describes customer experience as the way consumers perceive how your brand interacts and treats them. That perception has the potential to influence the way people feel about your business, and how likely they are to do business with you and talk positively about your brand. How Does NPS Work?

NPS 123

NPS Customer Satisfaction Metrics Net Promoter Score 123

Grade.us

AUGUST 5, 2021

Hotels are struggling. Data shows , hotel occupancy, averaged just 44 percent in 2020 (33 percent lower than in 2019), and Revenue per Available Room (RevPar) was just $45 (48 percent lower than in 2019). Hotels haven’t recovered…yet. million employees in the hotel industry. Reading Time: 7 minutes.

Hotels 49

Hotels Travel Books Consumers 49

C Space

JUNE 4, 2020

The Brand Move Roundup – June 4, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. Fourteen weeks ago, when the gravity of the situation became clear, we started daily reporting on how brands were dealing with the COVID-19 crisis.

2020 52

2020 Brands Tourism Travel 52

C Space

MAY 26, 2020

The Brand Move Roundup – May 26, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. Keep checking back here for the latest updates on how brands are dealing with coronavirus. Instead, the brand will show “seasonless” collections twice a year.

2020 52

2020 Brands Fashion Travel 52

NetBase

AUGUST 14, 2020

Let’s see how those look and how consumers are likely to respond to them, thanks to AI-powered consumer and market intelligence! Consumer response to each. 59% of consumers are likely to be more loyal to brands that support causes they care about – something these sport leagues are paying attention to.

Sports 64

Sports Advertising Events 2019 64

C Space

MAY 28, 2020

The Brand Move Roundup – May 27, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. Keep checking back here for the latest updates on how brands are dealing with coronavirus. Pockets of opportunity still exist.

2020 52

2020 Brands E Commerce Fashion 52

C Space

MAY 11, 2020

The Brand Move Roundup – May 11, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. Keep checking back here for the latest updates on how brands are dealing with coronavirus. Users could purchase items they dressed the avatars in from Farfetch.

2020 52

2020 Brands Fashion Advertising 52