Currency Alliance

JUNE 1, 2020

If you operate a hotel or airline, the margin on incremental revenue from rooms or seats that would have gone unsold is more than 80%. Create ‘wow’ moments to keep customers engaged. And don’t forget, when customers engage, you get the data and permission to continue marketing directly to them.

Loyalty 72

Loyalty Consumers Marketing Loyalty Programs 72

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 impactful and timely insight to business leaders in your company, you can’t rely on slow, traditional research methods.

2016 267

2016 Innovation Marketing Insights 267

ReviewTrackers

MAY 8, 2017

Session and presentation topics include customer journey mapping and reconstruction, customer engagement, CX governance, measuring customer experience, creating customer-centric omni-channel strategies, and Voice of the Customer. Forrester CXNYC. When: June 20 to 21, 2017.

2017 50

2017 Events Customer Experience Customer Journey Mapping 50

ClearAction

NOVEMBER 16, 2017

Recent snafus caused by faulty customer experience ecosystem management include United Airlines dragging a paying customer out of his seat and off the plane per a random drawing of passengers to make room for a flight crew to fly on that overbooked flight. can cause a costly customer experience snafu.

Customer Experience 76

Customer Experience Chief Customer Officer Customers 2012 76

Forrester's Customer Insights

JULY 28, 2016

In Forrester's new report, The Insights-Driven Business , my colleague's Ted Schadler, Brian Hopkins and I have identified a predator: the insights-driven business. These businesses are vigorously applying insights to decisions and customer engagements at every opportunity.

Insights 35

Insights Airlines ROI Retail 35

Currency Alliance

DECEMBER 19, 2022

In loyalty, this can be especially powerful in using distressed inventory to create greater customer value for members, in adjusting margins based on demand, or proactively managing program liability. This will allow brands to build greater affinity by anticipating customer objectives and being present when the customer needs your help.

Loyalty 52

Loyalty Marketing Airlines Loyalty Programs 52

Currency Alliance

JUNE 16, 2020

The incredible degrees of customer engagement that have been achieved, should inspire and guide the efforts of loyalty marketers in the coming year. Such an approach is going to be all the more important now that airlines’ and hotel chains’ budgets seem likely to be heavily restricted for a couple of years.

Magazine 52

Magazine Loyalty Innovation 2020 52

Currency Alliance

MAY 20, 2024

Around data collection: the bank will only know where the customer shops when the bank’s payment card is used, and even then, they won’t know exactly what the customer has bought. A further benefit is the ability to use these richer customer insights to better price the bank’s own products and services.

Banking 52

Banking Loyalty Loyalty Programs Travel 52

Kustomer

NOVEMBER 4, 2021

Data is everything in CX and without the right technology , there really isn’t a great way to gain customer insights. Jarvis explains that having a good CRM has launched his department to great success because it allows them to store and access essential customer information on a whim. I was chatting with them.”

Sports 98

Sports Customers Document Sales 98

Storyminers

JULY 6, 2020

Annette was named one of “The 100 Most Influential Tech Women on Twitter” by Business Insider and is regularly recognized by companies around the world as a top influencer in Customer Experience. Arie is a Customer Insight, Customer Strategy, Customer Lifecycle Management, and Innovation Independent Consultant.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

Currency Alliance

MARCH 20, 2020

share customer insight among partners, so you know how to maximize lifetime value for each customer, and can create more personalized engagement. It’s a relief to finally see big travel programs recognizing this need to get the mid-tail and longer-tail customer engaged. What to do?

Loyalty Programs 52

Loyalty Programs Loyalty Hotels Travel 52

Storyminers

JULY 6, 2020

Annette was named one of “The 100 Most Influential Tech Women on Twitter” by Business Insider and is regularly recognized by companies around the world as a top influencer in Customer Experience. Arie is a Customer Insight, Customer Strategy, Customer Lifecycle Management, and Innovation Independent Consultant.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

Currency Alliance

MAY 9, 2019

Independent of market positioning, unique customer insight will become the primary competitive advantage. We discovered 6 years ago that during the customer’s trip, the most value we could provide after selling the airline ticket was to show alternative mobility options in the traveler’s destination.

Loyalty 56

Loyalty Loyalty Programs Airlines Travel 56

SurveySensum

MARCH 1, 2024

Delta Air Lines, a major airline, employs benchmarking to assess its on-time performance, customer service, and overall operational efficiency against industry standards. Companies need to implement NPS consistently, gathering feedback at regular intervals to capture the evolving customer landscape.

Net Promoter Score 52

Net Promoter Score NPS Customer Satisfaction Feedback 52

Currency Alliance

NOVEMBER 17, 2020

It allows us to keep customers engaged when business plans fly out the window, due to marketplace calamities, such as the Covid-19 pandemic. putting the customer at the center of your business model. Loyalty marketing has always existed as a primary method for building direct relationships with your customers.

2021 52

2021 Loyalty Loyalty Programs Travel 52

Currency Alliance

FEBRUARY 26, 2019

The reality is that there are a lot of people slapping each other’s backs about incremental gains, while most brands still have less than 1/3 rd of customers active in their loyalty programs. A loyalty program should be relevant to 80% of customers. Many of those experiments fail, but some lead to great customer engagement.

Loyalty 45

Loyalty 2019 Loyalty Programs Hotels 45

Currency Alliance

NOVEMBER 16, 2021

If customer engagement falls off, it becomes exponentially more challenging to influence behaviors among the majority of customers. Few professionals think deeply about the characteristics of a reward catalog, and why they are important in driving customer engagement. Airlines and hotel groups are masters at this.

Loyalty 52

Loyalty Loyalty Programs Touchpoint Hotels 52

Currency Alliance

NOVEMBER 16, 2021

If customer engagement falls off, it becomes exponentially more challenging to influence behaviors among the majority of customers. Few professionals think deeply about the characteristics of a redemptions catalog and why they are important in driving customer engagement. Motivation. 2 cents to the loyalty program.

Loyalty 52

Loyalty Loyalty Programs Touchpoint Hotels 52

Currency Alliance

SEPTEMBER 5, 2018

But the model generally leaves too little for the program to finance worthwhile rewards for all but the most frequent customers. This isn’t a true coalition, as such; simply an ecosystem comprising airlines, car rental firms and hotel chains, in which customers can earn and spend a single points currency. Unfulfilled promises.

Loyalty 36

Loyalty Consumers Brands Airlines 36

Currency Alliance

DECEMBER 17, 2019

The best way to keep customers engaged is by delivering good value, a good experience, and trusting them to make wise, informed decisions. The loyalty relationship created the rationale for a customer to prefer a particular brand. REACH MORE CUSTOMERS. Engaging with 20% of your customers is no longer enough.

Loyalty 64

Loyalty 2020 Loyalty Programs Travel 64

Currency Alliance

MAY 9, 2022

Loyalty programs are supposed to enable tailored and targeted forms of customer engagement, via the ability to learn more about the customer in each interaction. Hence, the API should be designed to allow various devices to achieve the purpose with their preferred information flow. Adaptability: data sharing between partners.

Loyalty 52

Loyalty Technology Loyalty Programs Multi-Channel 52

Currency Alliance

MARCH 21, 2019

More agile, affordable, and powerful loyalty platforms are now top priority for brands as they seek to build the richest customer insight, and enable differentiation in an increasingly crowded loyalty landscape – where gaining customer attention will be a major bottleneck.

Loyalty 58

Loyalty Banking Loyalty Programs Brands 58

Currency Alliance

APRIL 10, 2021

You might have noticed that several airlines mortgaged their loyalty programs in 2020 for many billions of dollars. The 40-60% of less frequent customers are a far larger commercial opportunity. Capture exclusive customer insight. Your proprietary data tells you a lot about your most frequent customers.

Loyalty 52

Loyalty Marketing Loyalty Programs Touchpoint 52

Currency Alliance

FEBRUARY 10, 2021

In my opinion, if someone believes they have reached ‘best practice’, then they typically stop thinking about how to create more value for all stakeholders, and simply allow inertia to drive their customer engagement efforts. Push your team to capture exclusive customer insight. That is impressive, but irrelevant.

Loyalty Programs 52

Loyalty Programs Loyalty Touchpoint ROI 52

Currency Alliance

FEBRUARY 10, 2020

Thanks to supermarkets’ high customer frequency and good data analytics, grocery chains can dynamically apply different points earning levels based on the available margin on each item sold, FMCG/CPG-funded offers, and insight about the share of wallet they are getting from each customer. Foundations for success.

Loyalty Programs 52

Loyalty Programs Loyalty Hotels Multi-Channel 52

Currency Alliance

AUGUST 16, 2019

From a standing start of zero customer data some 20 years ago, brands became able to incentivize desired behaviors in highly-predictable customer segments. Value, that is, to a minority of highly-frequent, high-spending customers. But how many of those ‘partnerships’ share customer insight?

Loyalty 40

Loyalty Insights Brands Loyalty Programs 40