QuestionPro Audience

JANUARY 3, 2017

In order to best accommodate travelers, airlines offer several additional services where travelers can upgrade their seats, access airline exclusive lounges, and purchase in-flight food and entertainment. This gives airlines the perfect opportunity to boost their end-of-year sales numbers. Select your respondents.

Airlines 60

Airlines Loyalty Brands Entertainment 60

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.

Loyalty Programs 84

Loyalty Programs Loyalty Airlines Hotels 84

ShepHyken

MAY 29, 2023

Top Takeaways: Loyalty programs are used in different industries to attract new customers and retain existing ones. Loyalty programs have now evolved to include enhancing the customer experience. That’s almost seven out of ten customers who appreciate a good loyalty program.

Loyalty 62

Loyalty Loyalty Programs Airlines Hotels 62

Comm100

NOVEMBER 23, 2016

So what’s the best, most direct way to show customers your commitment, and inspire loyalty in return? A solid customer loyalty program. If you want to build the loyalty program your customers deserve, this post will give you customer loyalty program ideas to turn everyday shoppers into loyal fans.

Loyalty Programs 59

Loyalty Programs Loyalty Rewards Programs Airlines 59

Forrester

JULY 1, 2015

Classic brand and customer experience theory says to focus on the "best fit customer" to drive relevance, yet it is rare to find a case where pleasing only one customer type can help achieve your goals. Case in point: when I took this position at Forrester, I started flying… a lot.

Customer Experience 105

Customer Experience Airlines Loyalty Programs Loyalty 105

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.

Loyalty Programs 268

Loyalty Programs Airlines Social Media Loyalty 268

Beyond Philosophy

DECEMBER 14, 2023

I thought I was a loyal Delta customer. Most times, I don’t check other airlines when I need to go somewhere—that is, until my friend mentioned how he flies JetBlue business class for a lot less than Delta. Perhaps all this time, I hadn’t distinguished between loyalty and inertia, either.

Loyalty 88

Loyalty Rewards Programs Loyalty Programs Airlines 88

Beyond Philosophy

OCTOBER 7, 2021

Airlines have this a bit, too. Many times, you fly an airline even when you don’t like them. In this case, consider Ryanair, the budget airline in Europe. If some other airline provided better service at the same price, people would flock to them. . It’s the same situation with airline loyalty programs.

Loyalty 172

Loyalty Airlines Banking 2007 172

Beyond Philosophy

MAY 10, 2017

If you’re like me, you have loyalty cards for three different supermarkets, a half dozen airlines, several hotels, a dozen or so assorted retailers and the local frozen yogurt shop. No of course not, and that’s the problem with calling these pieces of plastic “loyalty cards.” What is Loyalty Anyway? That’s loyalty.

Loyalty 137

Loyalty Loyalty Programs Airlines 2012 137

SurveySensum

JULY 13, 2023

According to a research report by PwC titled, “ Experience is Everything ”, 73% of the customers pointed to customer experience as an important factor in their shopping experience. Yet only 49% of the customers said that they had positive customer experiences with companies. Why Survey?

Retail 52

Retail Customer Experience Touchpoint Social Media 52

SurveySensum

JULY 13, 2023

According to a research report by PwC titled, “ Experience is Everything ”, 73% of the customers pointed to customer experience as an important factor in their shopping experience. Yet only 49% of the customers said that they had positive customer experiences with companies. Why Survey?

Retail 52

Retail Customer Experience Touchpoint Social Media 52

ShepHyken

FEBRUARY 26, 2018

Each week I read a number of customer service and customer experience articles from various resources. Can awful airline customer service be overridden with AI and analytics? My Comment: Many of us know what is like to deal with the airlines when there are weather delays, mechanical issues and cancelled flights.

Article 78

Article 2018 Airlines Customer Service 78

Forrester's Customer Insights

SEPTEMBER 10, 2018

, we were excited to have our colleague, Principal Analyst Emily Collins join us to talk about loyalty programs, and their influence on customer experience. Here are 5 things I learned during our conversation: Airlines started it. Without strict […].

Loyalty Programs 22

Loyalty Programs Loyalty Airlines Customer Experience 22

SurveySensum

DECEMBER 16, 2019

Indonesian Customer Experience Trends to watch for in 2020. Today, customer experience is perhaps the most important aspect for any business to succeed. It was not too long ago when businesses claimed that the key to winning customers is in the product or service they deliver.

2020 52

2020 Customer Experience E Commerce Loyalty Programs 52

ClearAction

NOVEMBER 25, 2017

Do Customer Experience Policies Empower Growth? Do your policies set free your customers and your employees? Policies are designed to protect, but sometimes they disintegrate — rather than protect — customer relationships. And customers’ mistrust of companies propels regulations, protests and negative word-of-mouth.

Customer Experience 63

Customer Experience Government Airlines 2017 63

ShepHyken

JUNE 6, 2018

Someone recently referenced the book and this famous line, and it made me think about how customers are treated. Are all customers equal? Loyalty programs promote perks, rewards, elite status and more, which might suggest that not all customers are equal. The same might go for how much a customer spends.

Airlines 97

Airlines Hotels Loyalty Programs Loyalty 97

ProProfs Chat

FEBRUARY 13, 2020

But trust me, factors like: Product quality, Awesome support, Marketing reach, Efforts to engage customers, . Efforts to retain customers, help you formulate effective loyalty programs that your customers enjoy being a part of. Benefits of Improving Customer Loyalty. Customer Loyalty B2B Statistics.

Loyalty 109

Loyalty 2020 Loyalty Programs Social Media 109

Currency Alliance

JUNE 1, 2020

Loyalty marketing is a mix of science and art, but in its most basic form, loyalty programs are a value exchange. The customer shares information and gives the brand permission to communicate in exchange for better experiences and value. They don’t use the data that customers provide.

Loyalty 72

Loyalty Consumers Marketing Loyalty Programs 72

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.

Chief Customer Officer 0

Chief Customer Officer Hospitality Travel Hotels 0

Customer Bliss

MAY 15, 2019

Do you believe customers are assets or cost centers? Thinking about customers as assets is my first customer experience competency. The idea of “customers as assets” gives you a simple way to measure whether you did or did not earn the right to customer-driven growth.

Chief Customer Officer 164

Chief Customer Officer Airlines Hospitality Loyalty Programs 164

ClearAction

MAY 29, 2016

Customer Experience + Marketing: Pro’s & Con’s. What happens when the Chief Marketing Officer doubles as Chief Customer Experience Officer? How Executives Think of Customer Experience. Executives tend to think of customer experiences as something happening at the periphery of the company.

Marketing 67

Marketing Customer Experience Chief Customer Officer Customer Experience Management 67

ShepHyken

APRIL 17, 2017

The simplest of these programs is the famous punch card where ten purchases get you a discount or free purchase once completed. My Comment: There is a difference between a customer loyalty program and a customer retention program. A repeat customer may not be a loyal customer.

2017 79

2017 Article Social Media Customer Service 79

ReviewTrackers

MAY 8, 2017

Customer experience (CX) — defined as “the cumulative impact of all interactions and experiences between your business and the customer, at every touchpoint across the entire customer journey, and viewed entirely from your customer’s perspective” — has become one of today’s most important business benchmarks.

2017 50

2017 Events Customer Experience Customer Journey Mapping 50

ShepHyken

JUNE 20, 2016

My Comment: If you asked me to list the three of the most customer centric companies, I would have guessed two out of three correctly (and you probably would, too). Here are three great companies, Amazon, Southwest Airlines and TD Bank (I wouldn’t have guessed this last one), that are relentless when it comes to being customer focused.

2016 78

2016 Article Customer Service Loyalty Programs 78

LoyaltyPlus

MAY 18, 2020

The company leans on over 25 years’ experience in the development and application of cutting-edge programmes and partnerships – and its leadership in helping businesses ensure their customers remain loyal to their brands while optimising all touchpoints and customer experiences.

Loyalty 52

Loyalty 2020 Brands Airlines 52

LoyaltyPlus

MAY 18, 2020

The company leans on over 25 years’ experience in the development and application of cutting-edge programmes and partnerships – and its leadership in helping businesses ensure their customers remain loyal to their brands while optimising all touchpoints and customer experiences.

Loyalty 52

Loyalty 2020 Brands Airlines 52

Beyond Philosophy

FEBRUARY 27, 2017

I’ve also qualified for airline elite status after a busy travel year, and then watched the perks squandered when I didn’t fly as much in the next one. But rewards programs alone – no matter how good – aren’t going to create customer loyalty. So how does Hilton or any other company create true customer loyalty?

Rewards Programs 133

Rewards Programs Hotels Travel Chief Customer Officer 133

SurveySensum

SEPTEMBER 21, 2023

This shows the high cost of customer acquisition and how, at times, businesses fail to recoup their initial investment. In contrast, Company B chose to focus on retaining its existing customer base by introducing loyalty programs. ” The loyalty programs reward your customers for their repeat business.

Customer Retention 52

Customer Retention 2023 Loyalty Programs Travel 52

ShepHyken

APRIL 6, 2020

Each week I read a number of customer service and customer experience articles from various resources. Improve customer loyalty and retention by focusing on relationships by Sarah Olson. My Comment: I’ve always preached that there are two types of loyalty programs. The concept is simple.

Article 76

Article 2020 Customer Service E Commerce 76

Currency Alliance

DECEMBER 18, 2017

And, of course recent studies have claimed that one of the primary reasons for Amazon´s rapid growth is based on a very broad degree of trust from customers. Brands will also find that enabling greater customer freedom will also help proactively manage program liabilities in a profitable way. What does this mean for loyalty?

2018 49

2018 Loyalty Brands Loyalty Programs 49

SurveySensum

JANUARY 18, 2024

In this article, we’ll explore seven innovative ways to supercharge your marketing strategy using SMS automation and enhance customer experience. A clothing retailer could send an SMS like, “Hi [Customer Name]! This makes customers feel seen and appreciated throughout their journey with the brand 2.

Marketing 52

Marketing Fashion Demo Customer Journey 52

Currency Alliance

JUNE 16, 2020

While travel and retail brands have made a lot of progress in the last 24 months, the bulk of innovation has come from other consumer sectors – including media businesses, entertainment, and telecoms providers, which in recent years appeared to regard loyalty as a lost cause. The program is actually called, ‘ Voxi Drop ’.

Magazine 52

Magazine Loyalty Innovation 2020 52

Oracle

NOVEMBER 5, 2018

Modern Customer Experience 2018 is heading to Europe and will take place in Amsterdam (November 6), Frankfurt (November 13), London (November 14), and Stockholm (November 15) with planned sessions on topics including keeping up with customer demands, expanding your network, the future of customer loyalty, and more.

2018 40

2018 Customer Experience Hotels B2B 40

Bold360

APRIL 27, 2017

Time and time again they top the list of airlines to which customers feel loyal. And when you look at their rewards scheme, it’s all about seeing the customers as individuals. With the average American signed up to 29 loyalty programs and only active in 12, this human element is more essential than ever.

Tourism 56

Tourism Travel Customer Service E-support 56

Up Your Service

MAY 3, 2017

But a whole other degree of devoted customer exists: The brand evangelist, described as the kind of traveler who feels so connected to a company that they proactively share their positive experiences with others. In today’s connected world, customer service experiences — especially the bad ones — often spread like wildfire.

Hospitality 74

Hospitality Travel Brands Airlines 74

Customers Rock!

JUNE 26, 2011

A friend of mine has been a member of a particular airline’s frequent flier program (we will call this major US airline, AirlineX) for a number of years. Knowing that his hard-earned points would expire soon, he called the airline to see what could be done to retain them.

Airlines 76

Airlines Customer Service Loyalty Programs Social Media 76

ShepHyken

MARCH 31, 2018

One of the best examples of a complaint that went viral was Dave Carroll’s YouTube video about when United Airlines broke his guitar. When United refused to fix or replace the broken guitar, Carroll wrote a song about the experience (as any good musician might do), turned it into a video, and posted it on YouTube for all the world to see.

Social Media 87

Social Media Customer Service Marketing Airlines 87