CSM Magazine

FEBRUARY 26, 2019

Channel options are growing, and the entire consumer engagement environment is becoming complex. While the shift in engagement preferences is happening across generations, it’s being led by Millennials, who are demanding and omnichannel.

Multi-Channel 63

Multi-Channel Engagement Customer Engagement Omnichannel 63

Currency Alliance

MAY 20, 2024

Consumers used to show loyalty to their main bank more or less by default. Now, forward-thinking banks are urgently considering how to keep their payment cards top-of-wallet and expand the stickiness of their relationships with customers over the next decade.

Banking 52

Banking Loyalty Loyalty Programs Travel 52

CloudCherry

APRIL 5, 2019

Translate Strategy to Experience – There’s evidence that companies which are known for delivering extraordinary customer experiences are also those which are clear about their leading value discipline. . Such as, The Ritz Carlton, Amazon, Apple, Costco, Footlocker, Lowes, Southwest Airlines, Google, USAA, and Netflix.

Marketing 278

Marketing Customer Experience B2B Airlines 278

Currency Alliance

SEPTEMBER 5, 2018

Powerful consumer brands, meanwhile, are building their own coalitions. 0: operated and run by a powerful consumer brand (pioneered by Tesco in 1995). offering your best hope of earning profitable customer loyalty. The coalition model is a step up in consumer relevance to its forerunner: a single-brand, proprietary model.

Loyalty 36

Loyalty Consumers Brands Airlines 36

Tricia Morris

JANUARY 29, 2016

This evolution, from corporate to customer control of relationships, is known as customer engagement – and without it, your business will become vulnerable to competitors, disruptors, and yes, even those pesky Creepers. So what can Minecraft teach us about customer engagement? You never win. And it is breathtaking.

Customer Engagement 71

Customer Engagement Engagement Travel Advertising 71

CSM Magazine

OCTOBER 4, 2023

For centuries, merchants have been offering special tokens that repeat customers could redeem for goods. Today, stamps, vouchers and coupons have mostly been replaced by apps and digital methods of tracking customer engagement. Plus, the rewards points should be available to consumers in a timely manner.

Loyalty 59

Loyalty Banking Airlines Travel 59

Oracle

DECEMBER 14, 2020

Conversocial powers messaging customer engagement for a diverse set of brands, including a leading Latin American low-cost airline, who moved away from traditional channels like phone and email and over to popular and cost-effective messaging channels for their customers. The airline saw: 3.6x

Innovation 52

Innovation Airlines Contact Center Omnichannel 52

Currency Alliance

APRIL 15, 2024

This means that loyalty programs are now a more important channel for customer acquisition and retention than ever before. Customer frequency is partly determined by the nature of your business. But the truth is that consumers simply don’t need or want a different loyalty currency for every brand they shop.

Loyalty Programs 52

Loyalty Programs Loyalty Airlines Banking 52

Currency Alliance

JUNE 11, 2019

A 2018 Collinson study reported that 66% of financial services professionals say their bank “does not understand why customers are loyal or have a strategy to strengthen customer relationships”[i]. In 2000, UK consumer bank Halifax launched a fairly successful marketing slogan: the people that give you extra [iv]. Extra what?

Banking 40

Banking Loyalty Consumers Loyalty Programs 40

ShepHyken

JANUARY 18, 2019

Customer Experience will be the primary focus for successful operations in 2019 but is that “unwavering commitment to better CX” controlled by smaller metrics that don’t have a big effect on the experience as a whole? Would you consider that a great customer experience? Would you ever use that airline again?

Blog 96

Blog Customer Experience Contact Center Airlines 96

Currency Alliance

OCTOBER 27, 2017

The airline industry has gone through massive expansion over the past 25 years and now traveling by air is accessible to nearly everyone. Fortunately for consumers, governments promote ´liquidity´ in the long-term by ´opening-up´ the technology after a period of time (the patent cliff). Market Growth comes from Liquidity.

Loyalty 45

Loyalty Customer Engagement Engagement Loyalty Programs 45

Eptica

JUNE 8, 2016

Given these factors, how is the sector performing when it comes to customer experience? The latest Eptica Multichannel Customer Experience Study suggests that both airlines and package operators are struggling to cope with the move to digital. The one glimmer of hope came from the performance of travel companies on the web.

Travel 49

Travel Airlines Customer Experience Social Media 49

Beyond Philosophy

FEBRUARY 5, 2015

Southwest Airlines could offer first-class seating, but they don’t. Every function delivering experience is ‘closed-loop’, maintaining balance between customer expectations and what is actually executed. They market, and create experiences, within the branded vision. Starbucks might make more money selling Pepsi, but they don’t.

CEM 156

CEM Customer Experience Customer Centricity B2C 156

Alida

JULY 28, 2016

Here’s a look at the rise of big data hype, its untimely death and what it all means for for marketers, researchers and other business professionals who use customer intelligence. Customer intelligence that involves more direct human-to-human interactions with consumers remains vital. The rise of big data.

2010 160

2010 Social Media 2016 2013 160

ProProfs Chat

FEBRUARY 22, 2019

To keep customers engaged, it is important for a loyalty program to focus on their needs & aspirations to ensure they feel satisfied in their relationship with a brand. So, focusing on making customer retention rate stay high can create a tremendous competitive advantage for a brand and lead them to growth.

Customer Retention 82

Customer Retention Engagement Rewards Programs Loyalty Programs 82

Comm100

FEBRUARY 6, 2018

Out of all the customer engagement software tools that are out there, which one is right for your company? Different companies have different needs, and a very diverse number of customer engagement tools are waiting to fill those needs. Popular Customer Engagement Software Tools and Who They’re Good For?

Customer Engagement 42

Customer Engagement Engagement Social Media Omnichannel 42

Currency Alliance

OCTOBER 12, 2020

About three years ago, I was flying from Barcelona to New York on United Airlines. This presentation is about driving customer engagement, and how the loyalty industry is transforming in order to engage with the mid-tail and long-tail customer. Loyalty programs must evolve to keep customers engaged.

Loyalty 98

Loyalty Marketing Loyalty Programs Banking 98

Kitewheel

MARCH 4, 2019

Enormous budget airline brands and luxury hotel chains alike are seeing increased competition. Top-rated airlines like JetBlue have managed to combine reasonable prices with quality service and experience. Power reported higher consumer satisfaction than ever – largely due to increased seat sizes and cheaper fares.

Travel 40

Travel Hospitality Customer Journey Airlines 40

Currency Alliance

AUGUST 22, 2022

With a microservices architecture , the points bank can (and should) be a standalone module that fits easily into the broader customer engagement stack of software for any organization. *. In order to fill those potentially vacant seats, the airline could reduce the number of points/miles necessary to redeem for them.

Banking 52

Banking Loyalty Loyalty Programs Airlines 52

Eptica

OCTOBER 30, 2015

Its survey found that consumers rated the public transport (including train operators), utility, insurance and broadband sectors, as worst for customer experience and service. Consumer expectations are always rising , and they will judge every sector against the best. These findings provide an important lesson.

Customer Experience 75

Customer Experience Transportation Insurance 2015 75

LoyaltyPlus

JANUARY 19, 2021

Linchpinseo.com also emphasises the role of gamification marketing in loyalty programmes and customer engagement strategies. The overriding objective is to provide a better experience for the customer and, in that way, reinforce loyalty and trust in the brand.

2021 52

2021 Customer Centricity 2020 Airlines 52

Think Customers

JULY 20, 2020

A key factor in the ‘new normal,’ these brands are have performed enough good acts to their customers that there is room for error as they reshape themselves post-COVID-19. Organizations that led their industry in 2020 were: Airlines: Southwest Airlines (73.5) Auto manufacturers (luxury): Lexus (78.6) Banks (direct): USAA (78.6)

2020 52

2020 Banking Airlines Hotels 52

Eptica

JULY 27, 2016

Author: Pauline Ashenden Despite the rising importance of customer service on both sides of the Atlantic, the UK is widely seen as lagging the United States when it comes to the experience that companies deliver. This is backed up by damning new consumer research commissioned by fixed-fee UK estate agent YOPA. The result?

Customer Service 50

Customer Service Poor Customer Service Contact Center 2016 50

Alida

SEPTEMBER 22, 2016

Start by clearly defining what your company stands for, developing an understanding of how customers engage with your brand and prioritizing lasting emotional connections with consumers. To deliver on what customers are really looking for, companies need to tackle the challenges in quantifying people’s preferences.

2016 267

2016 Innovation Marketing Insights 267

Eptica

JUNE 3, 2016

Research from Ovum/Tyntec with US and German consumers show that it is driving changes in behavior in four key ways : Consumers expect faster answers on mobile channels. Consumers want to interact on new channels. Consumers want to interact on new channels. Consumers want to interact on ‘old’ channels too.

Customer Service 56

Customer Service Social Media 2014 Contact Center 56

Currency Alliance

MARCH 28, 2023

It also implies that the customer can do this quite easily and freely, across a large proportion of a brand’s inventory, in its primary commerce channels. the modest number of reward seats that an airline makes available on a flight, or the items curated in a redemption catalog).

Loyalty Programs 52

Loyalty Programs Loyalty Hotels Airlines 52

Currency Alliance

NOVEMBER 4, 2022

When a merchant has its own loyalty program, it often runs in parallel and with little coordination to other customer acquisition channels. This siloed approach creates channel conflict, confuses customers, and leads to overall higher operating costs. Low operating costs are essential for effective loyalty incentives.

Loyalty 52

Loyalty Marketing Loyalty Programs Banking 52

Currency Alliance

MAY 9, 2019

…when the automotive and mobility industries shifted from a driver- or owner-focused value proposition to a customer-centered one; and when micromobility started to scale up.” [i]. Consumers thought about cars and mass transit, while manufacturers of transportation assets thought about market share. It was a profitable discovery.

Loyalty 56

Loyalty Loyalty Programs Airlines Travel 56

ProProfs Chat

FEBRUARY 13, 2020

Mobile Customer Loyalty. Customer Loyalty Brands. Customer Service Loyalty. Retail Customer Loyalty. Customer Loyalty & Retention. Customer Loyalty & Experience. Customer Engagement & Loyalty. What Loyal Consumers Want. Future of Customer Loyalty.

Loyalty 109

Loyalty 2020 Loyalty Programs Social Media 109

Beyond Philosophy

JUNE 4, 2015

From Products to Customers to the Human Spirit, noted marketing scholar Philip Kotler recognized that the new model for organizations was to treat customers not as mere consumers but as the complex, multi-dimensional human beings that they are. In his 2010 book, Marketing 3.0:

Financial 144

Financial White Paper Books Airlines 144

SurveySparrow

OCTOBER 1, 2023

High-touch services in the airline industry mean you get access to dedicated check-in counters, where there are no long lines. Customers often have direct contact with dedicated service representatives. Service Efficiency High Touch : High touch services may be more time-consuming due to personalized attention and human interaction.

Customer Service 52

Customer Service Customer Experience Customers Travel 52

Michelli Experience

AUGUST 8, 2017

I am generally content with my airline experiences and I have a lot of them. That said, maybe airlines are moving even further in the direction of “experiential offerings.” That said, maybe airlines are moving even further in the direction of “experiential offerings.” Launching an airline is NO small feat.

Airlines 45

Airlines Travel Transportation Consulting 45

Eptica

JUNE 24, 2016

In 2015 he published a report looking at the difference in revenue growth between pairs of similar businesses in five sectors (cable communications, airlines, investments, retail and health insurance). One had significantly higher customer experience scores than the other, and this correlated with higher revenues in four out of five sectors.

ROI 50

ROI Customer Experience 2016 Airlines 50

ShepHyken

SEPTEMBER 26, 2016

Contact Center Satisfaction Negatively Impacting the Customer Experience by Andrew Berger. Telecompetitor) Contact center satisfaction has worsened over the last two years despite investments in new customer engagement channels, according to new market research released by BoldChat.

2016 122

2016 Article Customer Journey Mapping Customer Service 122

NetBase

MAY 23, 2019

How does social listening impact customer care in one of the most experiential categories – i.e., Travel & Hospitality? The longer consumers must wait for an answer – particularly when things are going wrong, but not only then – the more likely they will find another brand to do business with in the future. Here are some ways!

Travel 56

Travel Customer Care Information Hotels 56

Tricia Morris

JUNE 26, 2015

Customer service agents serve as the voice of your brand and many times, the first (and hopefully not last) impression of it post sale. In a recent Aspect Consumer Experience Survey , 76% of consumers surveyed view customer service as the true test of how much a company values them.

Customer Service 104

Customer Service Poor Customer Service Net Promoter Score Customer Service Representative 104

Lithium

AUGUST 21, 2019

Businesses should also monitor mentions where a tag isn’t used, as some customers will name the business without linking. Let’s say you run an airline, and a customer tags your brand name on social media to find out the cost of extra luggage. Issues or complaints.

Social Media 40

Social Media Airlines Exceptional Customer Service Loyalty 40