C3Centricity

MAY 20, 2019

Hospitality is perhaps one of the most visible industries where customer satisfaction, or lack of, is quickly shared with the world. Hospitality is also one of the industries that receives the most comments online, thanks to TripAdvisor and other booking sites. There is no hiding from their clients for hospitality! ” #2.

Hospitality 87

Hospitality Hotels Social Media Innovation 87

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

NetBase

MAY 15, 2020

Even street artist Banksy got in on this celebration by making and donating a beautiful picture to a hospital in the UK, honoring Nurses everywhere. Brands providing on-going support, from the beginning to the end, are sure to win brand loyalty after the threat of COVID-19 lessens. Ongoing Healthcare Support.

Brands 98

Brands Healthcare Hospitality Transportation 98

Happy or Not

FEBRUARY 9, 2022

In fact, it counts so much that when consumers have a very good CX they are willing to pay up to a 16% price premium on products and services. This is in addition to increased loyalty. What does that mean in terms of ROI? How to turn customer feedback into customer success? Customer experience counts, we all know that.

Hospitality 69

Hospitality Retail Customer Satisfaction Feedback 69

ProProfs Chat

NOVEMBER 29, 2019

Boosts Customer Service & Loyalty. Live Chat Customer Loyalty Statistics. 44% of online consumers say that having questions answered by a live person during an online purchase is one of the most important features a website can offer. (Source: Inc ) Tweet this. Improved Lead Generation. Improved Sales. Better Market Reach.

2020 90

2020 E-support 2018 Hospitality 90

SurveySensum

DECEMBER 2, 2021

A good resource to go to for this information is the 2021 Satmetrix Net Promoter Benchmarks report (for US consumers). Based on the survey, the NPS benchmark was derived as under: 2021 Satmetrix Net Promoter Benchmarks report (for US consumers). For example, customers have high expectations out of the restaurant and hospitality sector.

Net Promoter Score 52

Net Promoter Score NPS Multi-Channel Hospitality 52

delighted

JUNE 30, 2022

In fact, according to Nielsen , 92% of consumers say they trust earned media (i.e. Casper’s referral program actually has 7x higher ROI than their average marketing investment. A/B test to maximize your referral program ROI. word-of-mouth recommendations from friends and family) above all other forms of advertising. .

Sales 81

Sales Reference Net Promoter Score Loyalty Programs 81

Qualtrics

APRIL 22, 2020

Life as we knew it before COVID-19 will take time to return, and even when it does we’re likely to be in a ‘new normal’, as the crisis impacts consumer behaviors going forward. Hospitality. Even as restrictions are gradually lifted, there’s likely to be longer term impacts on how consumers interact with the hospitality industry.

Hospitality 29

Hospitality Retail Rewards Programs ROI 29

Magellan Solutions

SEPTEMBER 9, 2020

With this, we looked into different resources to find out how live chat is accepted from the perspective of both businesses and consumers. On a global scale, 97% of consumers said that good customer service is important in choosing a brand to trust. Its impact also reached the travel and hospitality industry faster than expected.

2020 52

2020 Insights B2C E-support 52

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. This year, a continuing key theme in loyalty will be the ability to drive even greater customer value at lower direct cost.

2024 59

2024 Loyalty Marketing Loyalty Programs 59

Pointillist

MARCH 20, 2020

Assessing the success of your CX initiatives and quantifying ROI starts with the ability to understand the customer behavior that impacts metrics in a positive or negative way. The team analyzes the impact of the test on customer experience so they can quantify the ROI of the investment and determine whether to roll it out to all customers.

Customer Journey 70

Customer Journey Insights NPS Banking 70

InMoment XI

APRIL 3, 2024

It sets the tone for the entire company/consumer relationship. The digital customer experience has become an essential part of the way that consumers navigate the marketplace. It is common for consumers to switch channels multiple times throughout the course of an interaction. Why is Digital Customer Experience Important?

Customer Expectations 260

Customer Expectations Touchpoint 2024 Omnichannel 260

InMoment XI

SEPTEMBER 1, 2022

You get a greater return on your investment (ROI) from repeat customers than trying to acquire a first-time customer Even though only 12% to 15% of customers are loyal to a single retailer, they represent between 55% to 70% of the retailer’s sales. Why Is Customer Retention Important?

Customer Retention 260

Customer Retention Telecommunications Customer Journey Mapping Retail 260

Currency Alliance

DECEMBER 13, 2018

Escalating competition across sectors – not a purported “death of loyalty” – is making loyalty harder earned. As a result, major loyalty trends for 2019 will see a wave of innovation as established brands trial new ways to retain share of mind. Greater investment to meet consumers’ insatiable appetite for experiences.

Loyalty 45

Loyalty 2019 Loyalty Programs 2018 45

Currency Alliance

DECEMBER 17, 2019

This is the blog version of our Loyalty Strategy Guide 2020. For a more engaging read, click here to Currency Alliance Loyalty Strategy Guide 2020. There was a mix of good and bad, for loyalty in 2019. The widespread devaluation of loyalty currencies during the past few years brings this into sharp focus.

Loyalty 64

Loyalty 2020 Loyalty Programs Travel 64

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. source aspirational redemption options at better cost, so the value of your loyalty currency is magnified. Not every loyalty program seems to appreciate this.

Loyalty Programs 52

Loyalty Programs Loyalty Hotels Travel 52

Currency Alliance

FEBRUARY 26, 2019

In December 2018, we published what we consider will be the Top 10 Trends in loyalty marketing during 2019. Businesses, their markets, and customer behavior have evolved dramatically in the past 10 years, yet most loyalty programs have only made incremental changes (in some cases to the detriment of customers). A little more context.

Loyalty 45

Loyalty 2019 Loyalty Programs Hotels 45

Currency Alliance

NOVEMBER 14, 2018

This challenge – the give-and-take of marketplaces – now firmly belongs on the agenda of loyalty strategy meetings. First, it gives marketers a basic grounding in economics which can directly impact on your loyalty strategy, complete with real-world examples of brands putting the theory into practice. This is a good thing.

Loyalty 45

Loyalty Loyalty Programs Travel Hotels 45

Currency Alliance

NOVEMBER 17, 2020

2021 will be another year in the long-term journey to become customer-centric, balance the economics of loyalty programs to deliver more value to customers, and ensure the right systems are in place to reduce dependencies on the IT department or vendors. The functionality in loyalty systems is being broken up.

2021 52

2021 Loyalty Loyalty Programs Travel 52

TechSee

FEBRUARY 5, 2019

ROI is fundamental, as C-suite executives at leading service providers demand measurable returns from their outlay. Answering the pressing need for ROI, the do it yourself approach – powered by intelligent virtual assistants – will continue to deflect the need for human interaction, delivering huge cost savings.

2019 173

2019 Customer Experience 2025 ROI 173

Retently

FEBRUARY 21, 2024

survey data helps identify effective marketing channels, adapt campaigns for better ROI, and build stronger customer relationships through informed strategy adjustments. The insights gathered from these responses can be invaluable, revealing unexploited avenues for customer acquisition or highlighting emerging trends in consumer behavior.

Social Media 78

Social Media Advertising Events Insights 78

SurveySensum

JULY 14, 2020

He is an author of Moments of Magic®, The Loyal Customer, The Cult of the Customer, The Amazement Revolution, Amaze Every Customer Every Time, Be Amazing or Go Home, and The Convenience Revolution and a creator of a customer service training program, Customer Focus , aiming to help clients build a customer service culture and loyalty mindset.

2020 132

2020 Customer Experience Magazine Consulting 132

Currency Alliance

NOVEMBER 14, 2019

The overarching loyalty trend of 2020 will continue to be brands getting to grips with digital transformation. If that sounds like loyalty is late to the party, that’s not necessarily a bad thing. 2020, however, seems likely to be the year in which stars align for a more profitable, productive and open future for loyalty.

Loyalty 40

Loyalty 2020 Hotels Loyalty Programs 40

Storyminers

JULY 6, 2020

She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. As part of Qualtrics’ XM Institute, she focuses her efforts on helping organizations optimize their experience management (XM) programs.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

Oracle

SEPTEMBER 27, 2020

In two months, they generated more than 12 million impressions, a 61% increase in leads, a 12% increase in ROI, and positively changed brand perception by +5% year-over-year. In short, Healthgrades helped consumers get the right information quickly when needed—and they loved it. Create connected and personalized experiences at scale.

Innovation 77

Innovation Marketing Multi-Channel ROI 77

Help Scout

JUNE 22, 2021

The ROI of great customer service. “We Here are a few customer service statistics that serve to emphasize just how paramount excellent customer service can be for your bottom line: 68% of consumers say they are willing to pay more for products and services from a brand known to offer good customer service experiences. Not convinced?

Customer Service 128

Customer Service Social Media Poor Customer Service Consumers 128

Storyminers

JULY 6, 2020

She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. As part of Qualtrics’ XM Institute, she focuses her efforts on helping organizations optimize their experience management (XM) programs.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

John Paul

JULY 26, 2018

To stay relevant, concierge and customer loyalty companies must speed up the pace of innovation and adopt new strategies, while also striking the right balance between dedicated human interaction and digital automation. Connected Devices & Smart-Home Assistants. Geo Targeting & Advanced Location Services.

2018 45

2018 Technology Hospitality Hotels 45

Customer Guru

DECEMBER 13, 2017

With this pace of development, consumer expectation with brands is also increased massively. Companies that are not using technology to connect and interact with their customers are becoming irrelevant for the consumer. One of the hardest question that a CEO gets asked from his or her board is to quantify the ROI on CX initiatives.

Customer Experience 119

Customer Experience 2017 Chief Customer Officer Customer Centricity 119

PeopleMetrics

JANUARY 28, 2021

It suddenly put words to experiences that I have been having my whole life and continue to have as a consumer that I didn't. I just didn't know that all that stuff was behind surveys, and I think to this day, I just continue to experience that myself - just as a consumer. I need to measure the customer experience."

2001 62

2001 2012 Feedback Books 62

Experience Matters

APRIL 7, 2015

They make them feel valued, inspire their loyalty, and earn their business. It empowers customer champions, informs successful marketing activities, drives process and product improvements, and ultimately improves customer loyalty and the bottom line. The result: happy, loyal customers. For more information, visit www.clarabridge.com.

2015 97

2015 Multi-Channel 2014 CEM 97

Currency Alliance

SEPTEMBER 17, 2019

In this new content series, we show what a world-beating loyalty program would look like in four different sectors, and discuss the brands currently showing the potential to build that ‘world-beating’ program. First up: the travel & hospitality sector. are now ripe for inclusion in loyalty coalitions.

Loyalty Programs 40

Loyalty Programs Travel Loyalty Airlines 40

Michel Falcon Experience

FEBRUARY 11, 2019

I spent most of my life, uh, in Vancouver, uh, and hospitality is the industry out of every industry that I could have dove into. I’m in hospitality and industry that could not be any more different than yours, but I, I believe in perhaps you could say a word or two after, during Q and. Today I operate a hospitality organization.

Customer Experience 60

Customer Experience Customer Service Customers Hospitality 60

Michel Falcon Experience

MARCH 12, 2019

I’ve trained myself to think long term, because the initiative that we build today maybe it doesn’t pay us an ROI for 12 to 24 months, and I’m okay with that, I’m patient. ” And I said, “An emerging group of consumers called zero wasters, how many people are in this, like 76 people?”

Culture 12

Culture 2019 Engagement Net Promoter Score 12