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. And for the most avid travelers engaged in airline, credit card, and hotel loyalty programs, 2020 provided extremely limited opportunities to maintain status, earn points, or redeem travel rewards.

Loyalty Programs 62

Loyalty Programs Travel Loyalty Airlines 62

Currency Alliance

MARCH 28, 2023

The term ‘pay with points’ implies that a customer can burn loyalty points or miles at a point of sale as the method of payment. the modest number of reward seats that an airline makes available on a flight, or the items curated in a redemption catalog). Pay with points is trending upward in loyalty marketing for three main reasons.

Loyalty Programs 52

Loyalty Programs Loyalty Hotels Airlines 52

ShepHyken

AUGUST 18, 2021

We surveyed 1,000 consumers in the U.S. and asked them numerous questions about topics related to customer service, customer experience, loyalty, reviews, and more. If I had to book a flight on an airline, why would I choose one over another? That leaves airline schedules, seat availability, etc.

Airlines 173

Airlines Customer Experience 2021 Customer Service Training 173

Currency Alliance

OCTOBER 12, 2020

About three years ago, I was flying from Barcelona to New York on United Airlines. That type of simple recognition goes a great way in building loyalty with customers. 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 98

Loyalty Marketing Loyalty Programs Banking 98

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

Currency Alliance

JUNE 11, 2019

Many consumers now ‘multibank’[iii], keeping their traditional provider on-hand for the same reasons they always did, but branching out in search of enhanced value. In 2000, UK consumer bank Halifax launched a fairly successful marketing slogan: the people that give you extra [iv]. Actually, they do. Extra what?

Banking 40

Banking Loyalty Consumers Loyalty Programs 40

Beyond Philosophy

JUNE 11, 2015

Without fear of (much) argument, it’s a fair statement that all companies want, and try to generate and achieve, optimum loyalty from their customer base. Customer loyalty programs are especially popular among retailers. The company has long claimed that a loyalty program isn’t needed because their prices are so low.

Loyalty Programs 109

Loyalty Programs Loyalty Airlines Retail 109

InMoment XI

NOVEMBER 20, 2023

As e-commerce becomes increasingly global and competitive, business leaders understand that technology can be a valuable tool in reconnecting with consumers. AI-driven insights provide consumer behaviors and preferences, as well as uncover new trends and overall a more personalized experience.

Customer Experience 324

Customer Experience E Commerce E-support Social Media 324

Beyond Philosophy

MAY 20, 2015

Sometimes it is differentiating, and offers consumers definite benefits – such as practiced by companies like Zappos, Wegmans, Ritz Carlton, Rackspace, Southwest Airlines, Trader Joe’s, Amazon, Baptist Health Care, and Zane’s Cycles – and sometimes it is just one of multiple factors which contribute to customer loyalty or disloyalty behavior.

Consumers 160

Consumers 2012 2011 2010 160

Clarabridge

OCTOBER 17, 2017

Clarabridge released a report, Customer Experience in the Clouds , last month that looked at the airline industry through the lens of passenger expectations. One of the more surprising findings was that almost three quarters of travellers don’t bother complaining to airlines when things go wrong. This is not good.

Airlines 40

Airlines Feedback Hospitality Social Media 40

LoyaltyPlus

MAY 18, 2020

Experts within the retail space have long believed 2020 will be a significant year of development, with loyalty at the core of digital commerce. LoyaltyPlus believes one of the main aspects to emerge from this global health crisis is that loyalty programs will evolve to match a very different trading environment.

Loyalty 52

Loyalty 2020 Brands Airlines 52

LoyaltyPlus

MAY 18, 2020

Experts within the retail space have long believed 2020 will be a significant year of development, with loyalty at the core of digital commerce. LoyaltyPlus believes one of the main aspects to emerge from this global health crisis is that loyalty programs will evolve to match a very different trading environment.

Loyalty 52

Loyalty 2020 Brands Airlines 52

GetFeedback

NOVEMBER 25, 2019

Airlines: 73%. Consumer Shipping: 78%. Learn how to use the CSAT metric, boost loyalty, and prove the ROI of your efforts. A new list of benchmarks is published each year by ACSI, with minor quarterly updates. . Below is the complete list of the newest CSAT benchmarks. Ambulatory Care: 77%. Apparel: 79%. Athletic Shoes: 79%.

Customer Satisfaction 293

Customer Satisfaction Apparel Insurance Wireless 293

QuestionPro Audience

JANUARY 3, 2018

Companies are using their mobile applications to reach the consumer directly, therefore eliminating the uncertainty that has existed when previously booking travel. . Mobile technology creates a completely different experience at the airport, for both the customer and airline.

Travel 117

Travel 2018 Airlines Books 117

Think Customers

AUGUST 31, 2020

The importance of customer loyalty and retention can’t be overstated. But what does it mean when the usual factors that drive customer loyalty—product, price, place, and promotion—have been stripped away or nullified? As companies reshape their business strategies, here are 3 predictions for the evolution of customer loyalty.

Loyalty 52

Loyalty Net Promoter Score Contact Center Retail 52

Kustomer

JANUARY 2, 2024

Here is a collection of some viral customer service moments this year, and how brands can learn from these experiences to improve their offerings and ultimately build trust and loyalty among consumers.

2023 105

2023 Customer Service 2024 Airlines 105

NetBase

FEBRUARY 7, 2020

And it has consumers and investors talking, while creating a host of opportunities for the airline. based airline to set this goal, though UK-based EasyJet threw its hat in the ‘carbon neutral ring’ first , this past November. And looping back to the consumer impact, we see lots of opportunity there as well.

Consumers 67

Consumers Airlines Social Media Travel 67

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. Many of the entrants to this years’ Loyalty Magazine Awards were as adept with data and technology as marketers in many other disciplines. Brilliantly, Voxi has spun this very feature into a loyalty driver.

Magazine 52

Magazine Loyalty Innovation 2020 52

Alida

JANUARY 29, 2018

Keeping a level head can de-escalate the immediate issue, while also cementing existing loyalty and even transforming a consumer who might be new to your brand into a regular. Instead, seize the opportunity to convert anger back into loyalty and positive engagement. Anger prevention cements loyalty.

Social Media 133

Social Media Wireless Airlines Loyalty 133

LoyaltyPlus

MAY 12, 2021

Anew concept, cargo loyalty, has emerged within retail and related marketing, and all evidence suggests it is already helping to lift the ailing aviation industry off its knees. Cargo loyalty is being discussed as a credible means of doing just that. What does this mean for the air passenger?

Loyalty 52

Loyalty Airlines Transportation Travel 52

West Monroe

JULY 5, 2023

Research and data show that trust drives sales and solidifies brand loyalty, making it critical for businesses regardless of external factors—but especially so in today’s tumultuous economic environment. According to research, trust drives results: from top-line growth and bigger spending to brand loyalty. The result?

Technology 52

Technology Airlines 2023 2022 52

Michelli Experience

AUGUST 22, 2017

It’s hard to believe it has been seven months since United Airlines faced the first of three monumental customer experience debacles. In fairness, other airlines have faced similar flight delays due to computer-related “glitches” during the same time frame. Overbooking and United’s Technology Initiatives. Data Mining and Analytics.

Airlines 45

Airlines Travel Consulting Customer Experience Professionals 45

CSM Magazine

DECEMBER 13, 2023

It operates as a key touchpoint between a business and its customers – a platform where relationships are built, trust is established, and loyalty is earned. For example, many airlines now offer self-service check-in kiosks at airports, reducing long queues and wait times for customers.

Customer Service Strategies 52

Customer Service Strategies Customer Service Omnichannel Airlines 52

ijgolding

SEPTEMBER 2, 2015

Ryanair are now the largest international airline IN THE WORLD!!!!! They have become so large, that they are the 6th largest airline overall – only surpassed with airlines that have significant domestic traffic. Love them or hate them, no-one can ignore the hard, simple facts. It has not all been plain sailing though.

Airlines 87

Airlines Travel 2014 Financial 87

Beyond Philosophy

JUNE 1, 2015

And, what is the impact of loyalty programs on enterprise profitability? Overall, companies with loyalty programs have grown at about the same rate as companies without them; but there is variance in performance value among industries. Key among these are: Integrate Loyalty Into the Full Experience. Michael Lowenstein, Ph.D.,

Loyalty Programs 84

Loyalty Programs Loyalty Airlines Hotels 84

Interactions

MARCH 2, 2023

Companies that prioritize customer experience may find that it pays off in increased customer loyalty and satisfaction. Reasons Businesses Should Prioritize Customer Loyalty Providing a positive customer experience can lead to increased customer loyalty. Sometimes a customer just needs to speak to someone,” he says.

Airlines 62

Airlines 2023 Call Center Loyalty 62

GetFeedback

JANUARY 12, 2020

What’s behind the improved performance is what some call the “loyalty effect.” Great experiences lead to higher levels of customer loyalty which, over time, not only increases revenue growth but also reduces costs. . Say you fly on Southwest Airlines and don’t care for their A/B/C boarding scheme with no assigned seats.

Customer Journey Mapping 221

Customer Journey Mapping Customer Journey Touchpoint Airlines 221

Currency Alliance

DECEMBER 18, 2017

There are of course many trends taking shape, but we thought we would take a look at what we consider to be the three top loyalty trends for 2018, and the implications of these for both brands and customers. Everyone knows that trust is key in brand loyalty. Top loyalty trends for 2018: No.1

2018 49

2018 Loyalty Brands Loyalty Programs 49

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. Airline 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

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. Airline 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

Retently

MARCH 23, 2023

In industries with a low overall NPS, we’ve looked at consumer complaint data to learn which brands are the least likely to retain customers and earn positive feedback. There are two lessons here for businesses aiming to improve retention, increase customer satisfaction, and foster loyalty.

Net Promoter Score 113

Net Promoter Score NPS Insurance Airlines 113

Kustomer

AUGUST 28, 2023

In the digital age, customer service has evolved from a mere necessity to a powerful tool that can shape a brand’s reputation and customer loyalty. As a last resort, she reached out to Southwest Airlines on Twitter after seeing they had a flight to Costa Rica the next morning.

Customer Service 52

Customer Service Airlines Hotels Omnichannel 52

GetFeedback

JUNE 10, 2019

Real-time survey responses give management the ability to recover customers instantly, helping to reduce churn and improve loyalty. Surveys are also a way for a brand to present itself in front of consumers. If not, they risk losing them to other airlines. Use the forms as if they were one of your products.

Feedback 199

Feedback Airlines Travel Customers 199

Interactions

MAY 20, 2021

With travel restrictions decreasing and consumers feeling more comfortable leaving their homes, this summer will see a rebound in traffic after a year-long hibernation. Hotels, airlines, and tourist destinations are currently preparing for this resurgence– without actually knowing the volume that it will bring. .

Hospitality 62

Hospitality Travel Brands Average Handle Time 62

Lumoa

JUNE 14, 2023

When it comes to gauging customer sentiment and loyalty, few metrics enjoy such widespread acclaim as the Net Promoter Score (NPS). Moreover, at least two-thirds of Fortune 1000 companies pore over their NPS results religiously, using the metric as a barometer of customer satisfaction and loyalty.

NPS 83

NPS Customer Centricity Loyalty Presentation 83

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