SurveySparrow

JANUARY 7, 2021

Whatever situation your customer faced, the value of providing a great customer experience hasn’t changed a bit for businesses. In fact, brands started to put more attention on improving their customer engagement. Customer Engagement in Pre-Covid World. So, what’s the wait?

Customer Engagement 52

Customer Engagement Engagement Social Media Net Promoter Score 52

Experience Investigators by 360Connext

JULY 13, 2015

Customer journeys are often represented in the same way. We put the many prospects in the top, they travel willingly and orderly through the funnel, and POP! They exit into a converting customer. But customer experience travels on, past the prospecting and sales phase and well into the relationship with the customer.

Customer Journey 259

Customer Journey Customer Journey Mapping Social Media Travel 259

Experience Investigators by 360Connext

NOVEMBER 12, 2014

In the rush to amaze and delight, a la Zappos , organizations often overlook ways to truly provide experiences meaningful to that customer. A gentleman who travels extensively and is a top-tier member of a hotel loyalty program was telling me he just wished they’d ask him a few questions.

Brands 259

Brands Hotels Consulting Workshop 259

Experience Investigators by 360Connext

APRIL 7, 2015

We flew from Chicago’s O’Hare airport at the end of March with a connecting flight in Dallas and made it Puerto Vallerta without a problem. Since everything on our end was the same, including flight numbers, we assumed the airline had determined this was a comfortable amount of time to make the connection.

Airlines 307

Airlines Customer Experience Travel Books 307

SurveySensum

JULY 27, 2023

That’s also the power of understanding customer feedback and data. According to Salesforce’s third edition of the State of the Connected Consumer Report , 64% of customers expect tailored experiences based on their preferences. The NikePlus loyalty program is a key pillar in delivering personalized experiences.

Retail 52

Retail Feedback Travel Loyalty Programs 52

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

Currency Alliance

OCTOBER 12, 2021

Loyalty partnerships with complementary brands are the best way to create additional value, for customers and for your business. Depending on the maturity of your loyalty program, you may already have some program partners, or be a partner in somebody else’s program.

Loyalty 59

Loyalty Loyalty Programs Airlines Travel 59

Beyond Philosophy

FEBRUARY 27, 2017

And frequent travelers will be able to put their elite membership status on hold rather than lose it when they take a break from travel. Frequent travelers told us they want more flexibility while less frequent travelers want to be able to use their Points in more ways and more quickly.”. Start by engaging the employees.

Rewards Programs 133

Rewards Programs Hotels Travel Chief Customer Officer 133

SurveySensum

JANUARY 18, 2024

For instance, sending a personalized greeting, such as below, can foster a sense of acknowledgment and connection. “Welcome back, [Customer Name]! This makes customers feel seen and appreciated throughout their journey with the brand 2. Safe travels!” We’ve missed you. Use the code WELCOMEBACK10.

Marketing 52

Marketing Fashion Demo Customer Journey 52

Kitewheel

FEBRUARY 11, 2020

There are two core ways that theme parks have gotten smarter about queue management that the travel industry can learn from. This tip is one that some travel brands have already implemented. Include one or two skip-the-queue passes when new customers sign up for your loyalty program and download your app.

Airlines 52

Airlines Loyalty Programs Travel Download 52

Currency Alliance

FEBRUARY 20, 2023

It is the most powerful, yet under appreciated module (or tool) in a loyalty marketing stack of software. The loyalty rules engine is the module that enables the types of promotions that are familiar from every major loyalty program. This would not require much of a rules engine – since your program has no variation.

Loyalty 52

Loyalty Loyalty Programs Social Media ROI 52

Magellan Solutions

FEBRUARY 9, 2021

Helps with customer acquisition and onboarding. Connect with prospective and new customers. Being available to help build trust, even if your customers don’t need to talk right then and there. With the availability to cover the whole day, customers will have little reason to complain. Increase customer engagement.

Loyalty Programs 52

Loyalty Programs Customer Service Representative Travel Banking 52

SurveySensum

JANUARY 26, 2024

Utilize storytelling to create an emotional connection with your audience. Ensuring a Positive Industry Reputation : Word of mouth travels fast, especially in the digital landscape. Encourage satisfied customers to leave positive reviews on platforms like Google, Yelp, etc, or industry-specific review sites like G2 for SaaS products.

Customer Journey 52

Customer Journey Social Media Touchpoint Webinar 52

Currency Alliance

MARCH 20, 2020

There are really only four ways to create value for all stakeholders in a loyalty program: maintain low operating costs, and funnel the savings into rewards. add complementary partners in every spending category so the program and the currency are more useful and interesting. Not every loyalty program seems to appreciate this.

Loyalty Programs 52

Loyalty Programs Loyalty Hotels Travel 52

Currency Alliance

JUNE 11, 2019

The smart ones kept a loyalty strategy even if they eliminated the points, but some foolishly acted as though their rewards program was their loyalty strategy – and threw the baby out with the bath water. Economic cycles aside, though, the real problem is that it attracts entirely the wrong sort of customer.

Banking 40

Banking Loyalty Consumers Loyalty Programs 40

Currency Alliance

APRIL 23, 2019

Chuck Ehredt sat down with Steve Hoban, who recently returned to the UK after spending 11 years working for Pick n Pay in South Africa, to discuss brand collaboration in loyalty schemes. In such a context, the extra value that a loyalty program can deliver to customers was probably meaningful to many people.

Loyalty 40

Loyalty Marketing Loyalty Programs 2011 40

Currency Alliance

DECEMBER 4, 2023

Loyalty trends, as we’ve said in our previous years’ trends articles, are interesting to think about – but they are not necessarily reflective of what your own brand should be focusing on in the next year. The article covers the various brands which have joined the Scene+ loyalty coalition.

2024 59

2024 Loyalty Marketing Loyalty Programs 59

Currency Alliance

DECEMBER 19, 2022

It has the potential to address a lot of business challenges, and enable many forms of elusive innovation in loyalty marketing. The biggest opportunities for loyalty programs relate to operating more efficiently to reduce cost, and improving personalization. As the saying goes, ‘garbage in, garbage out’.

Loyalty 52

Loyalty Marketing Airlines Loyalty Programs 52

Currency Alliance

DECEMBER 20, 2022

So, while the major loyalty trends for 2023 will be oriented around cost control, this will be accompanied by refocusing investment where it’s most profitable. This article shares the lowest hanging fruit for keeping customers engaged and delivering more profit to the bottom line. embedding loyalty mechanics across the business.

2023 52

2023 Loyalty Innovation Loyalty Programs 52

Currency Alliance

DECEMBER 17, 2019

But there remain some fundamental things that loyalty programs need to achieve to weather the looming storm that open banking, mobile payments, aggregation models, and other marketplace dynamics will bring. More customers will want to earn more loyalty currencies – which is potentially fantastic for all brands.

Loyalty 64

Loyalty 2020 Loyalty Programs Travel 64

Currency Alliance

FEBRUARY 26, 2019

Having benchmarked and talked to hundreds of loyalty programs in the past few months, what we think program leaders ought to be doing during the next 3-6 months is preparing a plan to realign their loyalty program design with the broader business strategy and core value propositions. Customer data: maximize ROI.

Loyalty 45

Loyalty 2019 Loyalty Programs Hotels 45

SmartKarrot

JULY 6, 2022

Although technology makes engagement simpler, it is somewhat less likely to nurture long-lasting relationships than face-to-face interactions. It’s crucial to consider your organization’s travel requirements for the workforce. Additionally, travel expenses were virtually eliminated from budgets due to the pandemic.

Chief Customer Officer 10

Chief Customer Officer Roadmap Customer Success Travel 10

Currency Alliance

OCTOBER 4, 2023

Recognizing loyalty program members at the Point of Sale (POS) has been challenging for over 30 years. The result is that it can be difficult for a retailer to deliver a smooth customer experience when identifying their own loyalty program members, or customers in partner loyalty programs, at the POS.

Loyalty 59

Loyalty Loyalty Programs Retail Banking 59

CSM Magazine

JULY 13, 2022

There are numerous ways that customers engage with your business. Each one is a chance for you to nurture their interactions towards a sale, referred to as customer touchpoints. Optimizing your customer touchpoints can lead to stronger brand loyalty, more revenue, and improved sales. Customer loyalty programs.

Touchpoint 69

Touchpoint Customer Journey Loyalty Programs Social Media 69

Currency Alliance

OCTOBER 27, 2017

Customers expect flexibility and convenience from the companies they do business with because people live in a world where almost everything is accessible with a few clicks on their smartphone. Unfortunately, the customer loyalty sector has not kept pace. How do we define greater liquidity in loyalty programs?

Loyalty 45

Loyalty Customer Engagement Engagement Loyalty Programs 45

Currency Alliance

NOVEMBER 16, 2021

What is strange today, is that most brands have evolved their public-facing ecommerce platforms into dynamic, content-rich, and personalized shopping experiences, while their loyalty program redemption catalog may not have changed in ten years, leaving it looking static with minimal appeal. Motivation.

Loyalty 52

Loyalty Loyalty Programs Touchpoint Hotels 52

Currency Alliance

NOVEMBER 16, 2021

What is strange today, is that most brands have evolved their public-facing ecommerce platforms into dynamic, content-rich, and personalized shopping experiences, while their loyalty program redemption catalog may not have changed in ten years, leaving it looking static with minimal appeal. Motivation.

Loyalty 52

Loyalty Loyalty Programs Touchpoint Hotels 52

Currency Alliance

DECEMBER 13, 2018

Old-school loyalty technology firms shrinking, or dying out. The evolution of loyalty marketplaces. The outcome for the brands which succeed will be in getting 25-50% more customers engaged with their loyalty strategies. Loyalty program management’ was reported as CMO’s lowest priority, with 4.8%

Loyalty 45

Loyalty 2019 Loyalty Programs 2018 45

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. Under the microservices model, customer data is in one enterprise CRM that coordinates with one enterprise Campaign Management System to coordinate touchpoints.

2021 52

2021 Loyalty Loyalty Programs Travel 52

Currency Alliance

MARCH 30, 2022

Such a simple program quickly revealed invaluable insight into the customer and opened a whole new channel of communication across email, SMS and good old post! but within a few years it had become South Africa’s leading loyalty program. This can produce conflicting and confusing customer experiences.

Loyalty 52

Loyalty Loyalty Programs Airlines Hotels 52

Currency Alliance

AUGUST 22, 2022

The Points Bank in a loyalty program is the module of software that keeps track of all transactions related to issuing, redeeming, or exchanging points among loyalty program members, partners and other stakeholders. Core functionality of the loyalty points bank. Flexibility around loyalty incentives.

Banking 52

Banking Loyalty Loyalty Programs Airlines 52

Currency Alliance

MAY 9, 2019

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. The customer appreciated our help in navigating unfamiliar environments safely, while still having an element of choice.

Loyalty 56

Loyalty Loyalty Programs Airlines Travel 56

SurveySensum

FEBRUARY 20, 2024

Brand Example : Starbucks often surprises customers with free drink vouchers or extra loyalty points as a gesture of appreciation for their patronage. Surprise Rewards : Surprise and delight customers with unexpected rewards or perks. This could include targeted discounts, exclusive deals, or customer loyalty programs.

Customer Satisfaction 52

Customer Satisfaction Touchpoint Social Media Customer Centricity 52

SurveySensum

FEBRUARY 20, 2024

Brand Example : Starbucks often surprises customers with free drink vouchers or extra loyalty points as a gesture of appreciation for their patronage. Surprise Rewards : Surprise and delight customers with unexpected rewards or perks. This could include targeted discounts, exclusive deals, or customer loyalty programs.

Customer Satisfaction 52

Customer Satisfaction Touchpoint Social Media Customer Centricity 52

Currency Alliance

MAY 9, 2022

Various loyalty systems have been built over the years specializing and catering to clients in one sector. When such systems provide an API to connect, they inherently force the requirements of the sector onto any other client. This often improves the customer experience. Flexibility: sector agnostic.

Loyalty 52

Loyalty Technology Loyalty Programs Multi-Channel 52

Currency Alliance

JUNE 19, 2019

This was my second year on the judging panel at the Loyalty Magazine Awards. Really, for those relatively few brands achieving impressive levels of customer engagement, it’s breath-taking how fast the industry has progressed in such a short time. ING Direct is one of those brands. Kudos to them.

Magazine 49

Magazine Loyalty 2019 Loyalty Programs 49

Currency Alliance

NOVEMBER 1, 2017

Some are simply getting accumulated by active loyalty program members and will soon be redeemed, but probably half of this balance is held by less frequent customers; and, they are unlikely to be able to put the points to much use – which will eventually lead to frustration when the points expire.

Loyalty 45

Loyalty 2017 Loyalty Programs ROI 45