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

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

ShepHyken

FEBRUARY 12, 2024

Thanks to Gen Z, Deeper Connections Will Become the Currency of the Future by AmberNechole Hart (Adweek) Empty ecommerce gets you to checkout fast but gives no reason to return. Connected ecommerce adds value emotionally, materially or both while delivering the same seamless purchase journey. Why is connection important?

2024 66

2024 Article Customer Service Social Media 66

BlueOcean

JUNE 26, 2018

With that in mind, we reached out to Paul Jones, an award-winning hotel manager within the Best Western organization. Paul has earned acclaim for his exceptional management skills in the hospitality field – particularly his ability to generate loyalty with both staff and guests. Our attendants were stressed and quality was suffering.

Customer Service 353

Customer Service Contact Center Hospitality Hotels 353

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. How loyalty partners co-create value.

Loyalty 59

Loyalty Loyalty Programs Airlines Travel 59

Experience Investigators by 360Connext

MARCH 26, 2015

I’ve joked about how so many hotel “gyms” have at least one broken treadmill. The last several hotels have had working equipment! I’m grateful most hotels have abandoned the idea of the compact-yet-completely-useless hairdryer that pops out of the wall. No more broken treadmills! How lovely.

Travel 282

Travel Hotels Guest Experience Airlines 282

LoyaltyPlus

SEPTEMBER 1, 2021

Continued lockdown restrictions are resulting in the closures of many airlines, hotels, restaurants, bed and breakfasts, and the list goes on. But whether it is safety or a seamless online environment, everything points to how important engendering loyalty has become in these difficult times. Customers want to feel valued.

Loyalty 52

Loyalty Airlines Hospitality Hotels 52

Alida

JANUARY 29, 2018

That’s why it’s important to keep your cool when concerned customers reach out to your brand, especially in the age of social media, where a misstep can go viral quickly. A study from Applied Marketing Science in collaboration with the social media company highlights the importance of acknowledging negative tweets.

Social Media 133

Social Media Wireless Airlines Loyalty 133

Retently

JUNE 28, 2022

It’s a valuable metric – for most companies and it’s the most valuable metric available for measuring customer loyalty and satisfaction. Ask customers to spread their love on social media. Give them direct links and ask to share their satisfaction on social media. Great feedback? You get what you ask for.

NPS 148

NPS Net Promoter Score Feedback Social Media 148

Experience Investigators by 360Connext

APRIL 23, 2015

It organizes all your travel information in one place, so when I land in a strange airport, I can check the app on my phone to remember which hotel I booked and not rely on my memory. Amy shared how they rely a lot on social media , where travelers tweet or post about both the good (it saved me!) and the not so good.

Social Media 218

Social Media Travel Rewards Programs Innovation 218

Experience Investigators by 360Connext

NOVEMBER 17, 2020

We know that building loyalty requires more positive interactions than negative ones. Simple, but a really nice way to connect with customers in an unexpected way. What about when they complete a training process or post about your brand on social media? Hotel brands sometimes thank customers for their 10th or 100th stay.

Airlines 372

Airlines 2020 Social Media Hotels 372

C3Centricity

JUNE 8, 2020

Brands that have a high following and loyalty, have found a way to consistently engage their fans and keep them coming back. But in today’s connected world it also needs to consider people who are currently strangers – but could potentially become guests. Loyalty is never really Won. Renovation is more than Buildings.

Hospitality 107

Hospitality Customer Centricity Hotels Return on Investment 107

NetBase

OCTOBER 12, 2018

You know Social Media Analytics are important – yet 81% of executives surveyed don’t feel their company is using social to its full potential. We talked about 11 social media metrics worth mastering in a recent Adweek webinar. Which metrics matter most as you strive to change that statistic? Brand Passion.

Social Media 49

Social Media Metrics Webinar Airlines 49

ShepHyken

JANUARY 21, 2024

You will love his opening story about what happened in a well-known, name-brand hotel. In this year’s report, consumers indicated that they value relationship marketing strategies, personalization and loyalty programs, while third-party tracking tools and social media advertisements continued to rank among the most unpopular.

2024 59

2024 Article Customer Service Workshop 59

Experience Investigators by 360Connext

NOVEMBER 12, 2014

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. He is often greeted in his hotel room with a bottle of wine and chocolates. A great experience, but for whom? He’s diabetic and doesn’t drink or eat sugar.

Brands 259

Brands Hotels Consulting Workshop 259

Experience Investigators by 360Connext

NOVEMBER 22, 2022

We know that building loyalty requires more positive interactions than negative ones. Simple, but a really nice way to connect with customers in an unexpected way. What about when they complete a training process or post about your brand on social media? Hotel brands sometimes thank customers for their 10th or 100th stay.

Airlines 143

Airlines 2020 Social Media Hotels 143

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

Kustomer

JUNE 1, 2023

Think of a CRM as your eyes and ears throughout the internet: it can capture client information through an embedded form on your most visited website blog; it can search social media and sort leads based on user activity; and it can optimize your website by giving intel on which keywords are driving the most people to your specific webpages.

Customer Service 78

Customer Service Customer Service Strategies Hotels Social Media 78

Customer Bliss

JUNE 6, 2017

Our conversation charts Brad’s path from consultant to Bain, to Starwood hotels and his groundbreaking work at Peloton. As head of Member Experience, Brad is responsible for retention marketing, member lifecycle and loyalty, community, social media, email marketing, and member. About Brad. Vertical integration.

Hotels 149

Hotels Social Media Consulting 2014 149

BirdEye

NOVEMBER 8, 2023

Facebook Though it started as a social networking site, Facebook has become a social commerce platform, connecting businesses with customers worldwide. HomeAdvisor HomeAdvisor connects homeowners with service professionals for home improvement and repair services. Read our guide on how to do Facebook marketing correctly.

Travel 57

Travel Hotels Social Media Healthcare 57

C3Centricity

MAY 20, 2019

It is true that without satisfaction, customers will not return to a hotel or restaurant. Brands that have a high following and loyalty have found a way to consistently engage their fans and keep them coming back. Research from Forbes shows that 81% of consumers’ purchase decisions are influenced by their friends’ social media posts.

Hospitality 87

Hospitality Hotels Social Media Innovation 87

InMoment XI

JANUARY 17, 2024

Guest experience refers to the overall impression and satisfaction that a guest has during their interactions with a hospitality brand or establishment, such as hotels, restaurants, resorts, and attractions. A memorable and positive guest experience drives customer satisfaction and fosters customer loyalty. What is Guest Experience?

Guest Experience 260

Guest Experience Hospitality Hotels Travel 260

Experience Investigators by 360Connext

SEPTEMBER 11, 2014

Sometimes it’s something small – like the fleeting thought of being a loyal customer and never hearing “thanks” – and sometimes it’s big, like spending the better part of the morning on the phone disputing a hotel charge for 2 rooms when I was only occupying one of them.

Hotels 231

Hotels Social Media Innovation Consulting 231

ReviewTrackers

MAY 15, 2017

Across all segments of the hotel and hospitality industry, online reputation has become one of the most powerful drivers of revenue and growth. This is where hotel reputation management comes in. Hotel Reputation Management Today. Social Media Link ). Hotel Reputation Management: Best Practices and Tactics.

Hotels 20

Hotels Management Net Promoter Score Social Media 20

ShepHyken

AUGUST 30, 2019

In order to grow your customer lifetime value, there needs to be a connection with your customers. The best way to build and maintain this connection is through valuable content. As a matter of fact, 97 percent of consumers say customer service is a big factor when it comes to brand loyalty. Conclusion.

Blog 105

Blog Loyalty Programs Loyalty Lifetime Customer 105

Experience Investigators by 360Connext

FEBRUARY 12, 2015

I plug in my flight, hotel and other trip information, and TripIt helps me by sending me reminders and alerting me to issues. The evaluations always lead to improvements which then lead to results like increased online conversions or loyalty. Off the top of my head, here are just a few SaaS products I use on a regular basis.

Customer Journey Mapping 230

Customer Journey Mapping Workshop Customer Journey Consulting 230

ReviewTrackers

JUNE 27, 2019

By taking the time to listen to, acknowledge, and respond to guest and customer feedback — particularly those posted on websites like TripAdvisor , Yelp, Google, and Facebook, among others — organizations can strengthen their brand reputation, improve social media performance, and boost financial outcomes.

Management 85

Management Hospitality Hotels Net Promoter Score 85

ProProfs Chat

JANUARY 30, 2020

Customer loyalty. Customer Engagement Through Social Media. Customer Engagement & Loyalty. This allows you to keep customers engaged with the brand and also boosts brand loyalty. Takeaway: Your customers enjoy the fact that they can connect with a business no matter where they are. Customer expectations.

Customer Engagement 136

Customer Engagement 2020 Engagement Social Media 136

SurveySparrow

JUNE 28, 2023

By tapping into individual preferences and needs, personalization enhances customer satisfaction and boosts loyalty, influencing repeat business. This level of personalization enhances the shopping journey, simplifying it and making it faster and more convenient, thereby significantly boosting customer satisfaction and loyalty.

Customer Experience 52

Customer Experience Healthcare Competitive Advantage E Commerce 52

Kustomer

APRIL 9, 2020

Listen and subscribe to our podcast: In this episode of Customer Service Secrets , Gabe Larsen is joined by John DiJulius of The DiJulius Group to discuss customer loyalty, growth preparation, and employee management. By keeping the needs of customers at the center of managerial focus, companies will be able to maintain customer loyalty.

Loyalty 59

Loyalty Airlines Leadership 2021 59

CSM Magazine

NOVEMBER 5, 2021

Marketing on mobile devices through SMS, MMS, email, social media, and apps is nothing new, but it’s never been more important for businesses to invest in this crucial channel. Before, unified communications services only combined email, social media, and telecommunications, unlike now. Why mobile?

Marketing 52

Marketing Social Media B2B Telecommunications 52

ijgolding

NOVEMBER 25, 2014

Those of you who have ever seen the reaction of teenagers who have experienced a failing Wi-Fi connection will know exactly what I am talking about. The hotel industry is one that needs to recognise the importance of Wi-Fi as a driver of customer dissatisfaction.

Social Media 84

Social Media 2014 Hotels Entertainment 84

ShepHyken

AUGUST 9, 2019

Stay Connected with Your Customers. For Example, I remember my stay at one of the boutique hotels. After my visit, I received an earnest call from someone at the hotel asking about different aspects of my stay. His client was so surprised and thrilled that he shared it on social media.

Blog 118

Blog Seminar Hotels Customer Satisfaction 118

Up Your Service

MAY 3, 2017

Read on… Customer loyalty is a powerful marketing force that travel and hospitality businesses are always chasing. 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.

Hospitality 74

Hospitality Travel Brands Airlines 74

Clarabridge

DECEMBER 3, 2015

At its core, IoT is about connecting devices over the internet to enable them to talk to other devices, other apps, or even to us. Examples range from connected devices, such as smart meters in the home that turn off the heat when no one is at home, to smart cities that include smart trash cans that tell you when they need to be emptied.

Connections 40

Connections Net Promoter Score Hotels B2C 40

C3Centricity

FEBRUARY 20, 2018

A recent post by John Ollila on Loyalty Lobby about customer journey maps and touchpoints in the leisure industry prompted me to share with you, an experience I had recently with the Hilton Group. After all, why pay a booking site when I know the hotel I want to stay in, right? On this occasion I was proven seriously wrong!

Customer Journey Mapping 78

Customer Journey Mapping Customer Journey Hotels Books 78

Hallmark Business Connections

NOVEMBER 16, 2020

With just a few tweaks of your customer experience processes, you can make a difference in people’s lives while simultaneously building brand reputation and loyalty. A customer engagement tool kit overlaid on top of those processes can help promote loyalty, repeat business, and terrific online reviews.

2021 62

2021 Customer Experience Banking Hotels 62