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. 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.

Loyalty Programs 52

Loyalty Programs Loyalty Hotels Airlines 52

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

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

Experience Investigators by 360Connext

APRIL 7, 2015

We booked our flight through US Airways , but all our flights were operated by American Airlines. It should be noted it was booked this way through the airline, meaning we weren’t cobbling together two flights. The AIRLINE changed both flight times in the months between booking and leaving. Thanks, AA! No complaints.

Airlines 307

Airlines Customer Experience Travel Books 307

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. Benefits of Improving Customer Loyalty.

Loyalty 109

Loyalty 2020 Loyalty Programs Social Media 109

Currency Alliance

JUNE 1, 2020

This isn’t just a casual observation, but a sign of a widespread consumer trend which every loyalty marketer should be thinking about. Loyalty marketing is a mix of science and art, but in its most basic form, loyalty programs are a value exchange. One year ago, there might have been 2 people in 50.

Loyalty 72

Loyalty Consumers Marketing Loyalty Programs 72

Experience Investigators by 360Connext

MARCH 4, 2015

In episode 15, we tackle the subject of how certain industries can get away with treating customers poorly and still get good business results. Industries that have long held customers because of lack of choices like airlines, cable and financial institutions are now beginning to pay the piper! Customer inclusion from the start.

Customer Service 282

Customer Service Airlines 2014 Social Media 282

Experience Investigators by 360Connext

JANUARY 21, 2015

But the experience is more than what a customer does after purchase. Airlines may argue their journey is about the actual time in-air for a customer, but as customers, we all know it starts earlier and ends later. One airline trying to understand the actual journey more for their customers is Virgin Atlantic.

Customer Journey 283

Customer Journey Customer Journey Mapping Airlines Magazine 283

Think Customers

OCTOBER 18, 2015

After nearly two years since their initial merger, American Airlines and US Airways officially became one airline on Saturday. And after a million hours of training and more than 9,000 tests of kiosks, the airline is facing the last remaining hurdle where mergers are concerned: going live with their combined reservations system.

Airlines 74

Airlines Blog Customers Customer Engagement 74

Experience Investigators by 360Connext

DECEMBER 15, 2014

For leaders to make smart decisions about who the best, most loyal and most profitable customers are, they need to understand the makeup of the customer population. This often means creating special loyalty programs , elite experiences, and special perks to maintain the top 1% of customers. Herein lies the rub.

Loyalty Programs 268

Loyalty Programs Airlines Social Media Loyalty 268

Think Customers

APRIL 5, 2016

More flights are arriving on time while airlines are losing fewer bags and fewer passengers are getting bumped from flights. Yet customer complaints are at their highest levels since 2001, according to the 2016 Airline Quality Rating report. percent in 2014 to 79.9

Airlines 56

Airlines 2001 2014 2015 56

Think Customers

AUGUST 31, 2020

The importance of customer loyalty and retention can’t be overstated. Loyal customers are less price sensitive and more likely to make frequent purchases—in addition to being brand advocates. Research also shows that just increasing customer retention rates by 5 percent increases profits by 25 percent to 95 percent.

Loyalty 52

Loyalty Net Promoter Score Contact Center Retail 52

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

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.

Airlines 45

Airlines Travel Consulting Customer Experience Professionals 45

ShepHyken

DECEMBER 21, 2020

My Comment: But, are you doing a good job in those (and other areas) of the customer experience? ZDNet) The COVID-19 pandemic led to breakneck speed shift to digital-first customer engagement and remote work, prompting service and support organizations to reconsider the future of their people, process, and technology.

2020 156

2020 Article Customer Service Airlines 156

Michelli Experience

APRIL 25, 2017

Here are a few examples: Frequent interactions that involve saying “no” to customers. Unlike walking, driving, or riding a bicycle – train, cab, boat, and airline passengers rely on others to get them to their destination safely and on time. For airline customers, that reliance occurs in a metal tube at 30,000 feet.

Airlines 40

Airlines Customer Experience Travel Retail 40

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

Experience Investigators by 360Connext

NOVEMBER 17, 2020

Yet most business plans don’t have a “customer appreciation program” section. And when talking business strategy, showing customers gratitude is hardly mentioned. We know that building loyalty requires more positive interactions than negative ones. So let’s get proactive about how we thank customers.

Airlines 372

Airlines 2020 Social Media Hotels 372

Experience Investigators by 360Connext

JULY 15, 2015

Assume that customers will always be loyal, for loyalty’s sake. Ignoring the evolution of the ever-changing marketplace is the same as ignoring what your customers need the most. Companies like Southwest Airlines and Zappo’s have made it a huge part of their culture to make sure they recruit the right people.

Customer Experience 300

Customer Experience Airlines Loyalty Social Media 300

ShepHyken

FEBRUARY 26, 2018

Can awful airline customer service be overridden with AI and analytics? tnooz) After the debacles that occurred within domestic air travel in 2017, it’s clear airlines need to look carefully at their customer service tactics. Managing the Fragile Customer Experience by Laurent Bride. by Scott Kendrick.

Article 78

Article 2018 Airlines Customer Service 78

Experience Investigators by 360Connext

NOVEMBER 22, 2022

Yet most business plans don’t have a “customer appreciation program” section. And when talking business strategy, showing customers gratitude is hardly mentioned. We know that building loyalty requires more positive interactions than negative ones. So let’s get proactive about how we thank customers.

Airlines 143

Airlines 2020 Social Media Hotels 143

Experience Investigators by 360Connext

MARCH 26, 2015

I own my own business, meaning I can’t always be faithful to one airline. Jeannie Walters Jeannie Walters is the Chief Customer Experience Investigator™ and founder of 360Connext, a global consulting firm specializing in the cornerstones of customer experience: customer engagement, employee engagement and connections like social media.

Travel 282

Travel Hotels Guest Experience Airlines 282

Michelli Experience

APRIL 19, 2017

The post {Infographic} A Contrarian View on the United Airlines Customer Nightmare appeared first on Joseph Michelli.

Airlines 40

Airlines Customers Customer Experience Design Customer Engagement 40

Currency Alliance

JUNE 11, 2019

“Extra” was a 4% interest rate which earned the average working family £100-200 a year – the kind of value you can earn from a supermarket loyalty card. Economic cycles aside, though, the real problem is that it attracts entirely the wrong sort of customer. Customers appreciate the free money, but it simply doesn’t make them loyal.

Banking 40

Banking Loyalty Consumers Loyalty Programs 40

ProProfs Chat

FEBRUARY 22, 2019

For effective customer retention, a focused and dedicated approach needs to be kept in mind. And, a well-designed loyalty program can act as a profitable investment and reduce the likelihood of customers going to your competitors. Understand this, customers expect a brand to provide a delightful experience and exclusivity.

Customer Retention 82

Customer Retention Engagement Rewards Programs Loyalty Programs 82

Customer Bliss

OCTOBER 11, 2016

Mark Weinstein is the Senior Vice President of Customer Engagement, Loyalty and Partnerships for Hilton Worldwide. Like many customer experience executives, he searched for a career path that matched his skills and passion for helping customers comprehensively across the business. Episode Overview. About Mark.

Chief Customer Officer 0

Chief Customer Officer Hospitality Travel Hotels 0

Experience Investigators by 360Connext

JANUARY 26, 2015

As customers, we don’t see the difference between our corner coffee shop and a multinational corporation. So customers tell me, again and again, that I should really pitch this improvement idea to three industries. 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience.

Customer Experience 274

Customer Experience Social Media Leadership Airlines 274

ShepHyken

MAY 15, 2017

A Look at Southwest Airlines 50 Years Later by Joseph Guinto. (D My Comment: Let’s start this weeks’ Top Five articles roundup by wishing Southwest Airlines a Happy 50th Birthday! There’s a lot we can learn from Southwest and Herb Kelleher’s obsession with customer service. .

2017 69

2017 Article Customer Service Airlines 69

Beyond Philosophy

FEBRUARY 5, 2015

They understand that delivering on the tangible and functional elements of value are just table stakes, and that connecting, and having an emotionally-based relationship with customers are keys to leveraging loyalty, advocacy, and brand-bonding behavior. Southwest Airlines could offer first-class seating, but they don’t.

CEM 156

CEM Customer Experience Customer Centricity B2C 156

Beyond Philosophy

FEBRUARY 27, 2017

These new perks revolutionize how all Hilton Honors members can use their Points, senior vice president and global head of customer engagement, loyalty and partnerships Mark Weinstein said in a press release. But rewards programs alone – no matter how good – aren’t going to create customer loyalty.

Rewards Programs 133

Rewards Programs Hotels Travel Chief Customer Officer 133

Think Customers

DECEMBER 12, 2014

Companies with customer-obsessed cultures--think USAA or Southwest Airlines--differentiate themselves in their industries and earn major financial benefits as a result. Customer Engagement Customer Experience Customer Loyalty Customer Service Customer Strategy customerobsessedcultures cxcurriculum forrester southwestairlines usaa'

Airlines 75

Airlines Customer Experience Professionals Culture Financial 75

Experience Investigators by 360Connext

DECEMBER 11, 2014

This inevitably leads to problems and customers disappear. The best companies begin with a mission directly aimed at customers. Take Southwest Airlines, whose mission is about service, without even mentioning an airplane! The best ones evolve with the marketplace and ever-changing customer expectations.

Customer Experience 272

Customer Experience Customer Journey Mapping Leadership Airlines 272

Currency Alliance

FEBRUARY 26, 2021

So, with competition across nearly every category, all companies now need a loyalty strategy. Not every company needs a loyalty program with points, gift cards, or other incentives, but very few businesses can survive without a base of loyal customers that makes up 30-50% of recurring total sales.

Loyalty 59

Loyalty Customer Engagement Engagement Airlines 59

Bold360

APRIL 27, 2017

Travel and tourism can be difficult areas for retaining customer loyalty, with websites set up exclusively to pit brands against one another on the best deals for hotels and rock-bottom prices on flights. Inspiring Real Loyalty, No Cards in Sight. Time and time again they top the list of airlines to which customers feel loyal.

Tourism 56

Tourism Travel Customer Service E-support 56

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. Traditional messaging from airlines has been broad-strokes driven, trying to catch the most people to ensure the most tickets sold.

Travel 40

Travel Hospitality Customer Journey Airlines 40

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

SurveySparrow

JUNE 20, 2023

It encompasses the quality of assistance, the efficiency of problem-solving, and the courtesy and professionalism of customer service representatives. A positive customer service experience plays a crucial role in building customer loyalty and fostering long-term business relationships. Wanting to know more?

Customer Service 52

Customer Service Exceptional Customer Service E Commerce Airlines 52