Currency Alliance

OCTOBER 12, 2021

The majority of existing partnerships at big loyalty programs are brokered with one goal in mind: creating more value for the most frequent customers. For airlines and hotel groups, frequent customers are business travelers, so their partner mixes are heavily biased toward fellow travel brands. I’m a case in point.

Loyalty 59

Loyalty Loyalty Programs Airlines Travel 59

TechSee

MARCH 10, 2021

Remote visual engagement goes way beyond just ‘seeing what your customer sees’ – it’s an enabler and connector for digital transformation. When it comes to engagement, the visual element delivers an entirely different customer experience than a chatbot, text, or phone call.

Customer Service 109

Customer Service Demo Engagement Customers 109

Experience Investigators by 360Connext

FEBRUARY 12, 2015

Then customers pay, typically a monthly or annual licensing fee, to use the software for their data and receive the customer support and software updates necessary. TripIt by Concur – This travel organizer has saved me on countless occasions. Let us know! Image credit: docbaty via Creative Commons license.

Customer Journey Mapping 230

Customer Journey Mapping Workshop Customer Journey Consulting 230

Zeisler Consulting

DECEMBER 8, 2021

I recently wrote about how important it is that brands not just be competent in delivering the products or services they provide to their Customers. At the time, our destination was requiring negative Covid-19 tests within 72 hours of travel for entry into the country. Or do you even bother?

Airlines 72

Airlines Travel Books Brands 72

Totango

MARCH 18, 2020

The safety of our employees and community is of paramount importance to us and as such we’ve taken steps over the last few weeks to protect all – ceasing non-essential travel and implementing a work from home policy. Your business continuity and your ability to drive value to your customers are more important than ever before.

Customer Success 77

Customer Success Travel Touchpoint Communication 77

ShepHyken

JULY 1, 2022

He writes about the impact on the customer experience that metaverse will have on the travel industry and how customers and brands will navigate the new developments. Customer service in the travel industry begins when a person reveals an interest to explore and decides to travel.

Airlines 73

Airlines Travel Hotels E Commerce 73

Currency Alliance

APRIL 15, 2024

Nobody with $100 in pesos leftover from a recent trip would travel back to Mexico just to spend them, but they might exchange them back into dollars. Many people who travelled regularly (until overseas card payments became the norm) collected coins and banknotes from dozens of different countries, holding them for decades.

Loyalty Programs 52

Loyalty Programs Loyalty Airlines Banking 52

Qualtrics

FEBRUARY 16, 2021

Listen to how travel and hospitality organizations are reimagining the guest experience. Vaccinations give travelers hope and a sigh of relief to the entire industry but this will take time, and even still hospitality and travel businesses should be aware of the current trends that may affect them: Guests are more safety-conscious .

Guest Experience 49

Guest Experience 2021 Hotels Hospitality 49

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. What really stood out is which brands were pulling off these feats.

Magazine 52

Magazine Loyalty Innovation 2020 52

Confirmit

SEPTEMBER 22, 2019

Here is a glimpse into some of the award-winning organizations you will discover in this book: AIG Travel, Inc. measures the customer experience at the point of travel insurance purchase. Customer feedback identified and drove product improvements, leading to NPS of +53.

2019 40

2019 Multi-Channel NPS Travel 40

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. Imagine this.

Touchpoint 69

Touchpoint Customer Journey Loyalty Programs Social Media 69

Chattermill

SEPTEMBER 11, 2019

They’re shaking up the entertainment industry and offer a blueprint for delighting customers. Imagine if you clicked on to your favourite travel website you could book a stay, in a hotel in your preferred type of room. Netflix, Amazon and Spotify have trained us to expect a smooth customer journey with little to no friction.

Customer Experience 76

Customer Experience Touchpoint Entertainment 2016 76

InMoment XI

APRIL 3, 2024

Digital experience (also called digital customer experience or abbreviated as DX ) is an extension of traditional customer experience. But where customer experience takes every interaction into account, the digital experience focuses more specifically on those interactions that occur with digital touchpoints.

Customer Expectations 260

Customer Expectations Touchpoint 2024 Omnichannel 260

ENGAGE.cx

OCTOBER 13, 2016

This version of great customer experience within the guest journey can be achieved today – and with the right customer engagement solution, it can be achieved without spending a ton of money. Engagement Score Defines VIPs. So, the higher the score, the more engaged the customer. Sound too good to be true?

Engagement 40

Engagement Guest Experience Hotels Hospitality 40

Thunderhead

JULY 15, 2019

We must pull insight from (1) all journeys , spanning (2) all touchpoints , and most critically, (3) all time. Covering the full breadth of customer channels and touchpoints (virtual and physical), the potential opened up by an Intent-Driven Journey approach is significant. Only by forging new targets across divisions (e.g.

Multi-Channel 65

Multi-Channel Touchpoint Customer Centricity Call Center 65

Currency Alliance

FEBRUARY 20, 2023

Loyalty rules explained Loyalty rules are needed because different customer actions are more or less valuable to the business, and different redemptions are more or less profitable. This means that if you can vary the value of an action or price of a reward, you can optimize your loyalty program for greater customer engagement and ROI.

Loyalty 52

Loyalty Loyalty Programs Social Media ROI 52

Currency Alliance

JUNE 11, 2017

This means merchants and travel suppliers will be able to capture useful data insights from a much larger set of customers, who again start identifying themselves at the point of sale. liquidity), shared technology, removal of unnecessary intermediaries, and overall fewer restrictions that stifle customer engagement.

Loyalty 52

Loyalty Loyalty Programs Multi-Channel Travel 52

SurveySensum

NOVEMBER 22, 2023

billion active social media customers. If you run a travel blog, for instance, post questions to gather feedback from your followers about their dream travel destinations. This is another way to invite customers to share their thoughts and preferences in a more private and personalized manner.

Feedback 52

Feedback Customer Insights Insights E Commerce 52

Currency Alliance

FEBRUARY 26, 2021

But those significant advances now have diminishing returns, so companies need to be considering the customer experience across all touchpoints; not just digital. In most companies, the loyalty program operates as a fairly separate business with little coordination among other departments that coordinate customer touchpoints.

Loyalty 59

Loyalty Customer Engagement Engagement Airlines 59

Currency Alliance

MARCH 28, 2023

This started out with Hertz and Avis issuing 500 miles in your favorite airline loyalty program when you booked a rental car, to hotels doing the same, and then followed by the founding of Air Miles Canada as the first non-travel coalition loyalty program. That means that 80% of customers have only a few dollars.

Loyalty Programs 52

Loyalty Programs Loyalty Hotels Airlines 52

Beyond Philosophy

MAY 19, 2015

For a fascinating description of how Walt Disney designed Main Street USA, read this article from Insightful Travel & Tours. #3: 3: The Best Companies Link Employee Engagement and CX. Employee Engagement is a critical part of having a great Customer Experience. Engaging the Subconscious Shopper.

2014 148

2014 2015 Books Call Center 148

Eptica

JANUARY 22, 2016

While the general trend shows a decline in customer service, the Index, which tracks customer satisfaction for over than 330 companies in 43 industries based on interviews with 70,000 customers, did highlight some sectors where there were positive gains. Share this page on: Tweet.

2015 49

2015 E Commerce Customer Service Social Media 49

Confirmit

JULY 23, 2017

She then walked us through the steps to create and maintain employee engagement in CX metrics to ensure the longevity and success of our programs. She also encouraged the audience to rethink how they are measuring customer engagement. Smith from Be The Match, and Jaclyn von Oven, Director of Best Buy.

Metrics 40

Metrics Measurement Innovation Net Promoter Score 40

Currency Alliance

MAY 9, 2017

For many years companies have given rewards to customers in exchange for increased share of wallet and information that enables marketing activities. In part this is because the biggest travel loyalty programs are getting watered down and due to the tremendous proliferation of other incompatible loyalty programs.

Loyalty Programs 40

Loyalty Programs Loyalty Social Media Consumers 40

Currency Alliance

NOVEMBER 22, 2016

For many years companies have given rewards to customers in exchange for increased share of wallet and information that enables marketing activities. In part this is because the biggest travel loyalty programs are getting watered down and due to the tremendous proliferation of other incompatible loyalty programs.

Loyalty Programs 40

Loyalty Programs Loyalty Social Media Consumers 40

Currency Alliance

DECEMBER 4, 2023

I anticipate this next wave will transform the way brands think about the virtuous circle of capturing customer data to drive improved customer engagement. If you’re considering joining a loyalty coalition or operating one, as do many brands in travel, retail and financial services – there are a few things to keep in mind.

2024 59

2024 Loyalty Marketing Loyalty Programs 59

Currency Alliance

JUNE 11, 2019

Economic cycles aside, though, the real problem is that it attracts entirely the wrong sort of customer. Loyalty programs tend to work great for frequent customers of any brand – especially in travel – but loyalty programs often miss the mark for the mid-tail and longer-tail customer because of fragmentation.

Banking 40

Banking Loyalty Consumers Loyalty Programs 40

ShepHyken

APRIL 3, 2023

How AI is Changing the Jobs of Call Centre Workers by Vanmala Subramaniam (The Globe and Mail) Starting this summer, travellers impacted by unexpected flight delays or cancellations will no longer need to have phone conversations with human call-centre agents. They’ll be able to deal with an AI-powered voice assistant instead.

Article 9

Article 2023 Customer Service E Commerce 9

Currency Alliance

DECEMBER 19, 2022

This article will cover the key opportunities for AI in loyalty – and more widely in the travel and retail sectors. Few travel companies have a problem with the quantity of data, but given the many business units in a typical travel company, getting all the right data into a single, logical repository to let AI do its job, remains elusive.

Loyalty 52

Loyalty Marketing Airlines Loyalty Programs 52

Smith+co CX

JANUARY 30, 2018

They're more like digital portals where the customer's 'here and now' can be transformed instantly. They're our travel agent, our television, our teacher and our temptress. However, for many others, customer engagement is becoming reduced to meaningless ‘likes’ and the constant quest for feedback at every touchpoint.

2002 28

2002 2018 2017 2011 28

SurveySensum

FEBRUARY 20, 2024

Here’s a roadmap to help you get there: Gather Feedback : Gather feedback on a regular basis from your customers on different aspects of your business, but don’t limit yourself to traditional CSAT or NPS surveys. Take advantage of different types of surveys at different touchpoints of the customer journey.

Customer Satisfaction 52

Customer Satisfaction Touchpoint Social Media Customer Centricity 52

SurveySensum

FEBRUARY 20, 2024

Here’s a roadmap to help you get there: Gather Feedback : Gather feedback on a regular basis from your customers on different aspects of your business, but don’t limit yourself to traditional CSAT or NPS surveys. Take advantage of different types of surveys at different touchpoints of the customer journey.

Customer Satisfaction 52

Customer Satisfaction Touchpoint Social Media Customer Centricity 52

Currency Alliance

DECEMBER 17, 2019

The best way to keep customers engaged is by delivering good value, a good experience, and trusting them to make wise, informed decisions. Top priorities remain: getting all your customer data in one enterprise CRM. incentivizing more touchpoints so that you can build emotional loyalty. Consistency is key.

Loyalty 64

Loyalty 2020 Loyalty Programs Travel 64

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

SurveySparrow

OCTOBER 1, 2023

After all, good customer service leads to exceptional customer experience ! High Touch Services Examples Whether it’s software, travel, or luxury goods, the common thread is the commitment to ensuring each customer feels truly valued and well-cared for. What is High Touch Customer Experience?

Customer Service 52

Customer Service Customer Experience Customers Travel 52

ShepHyken

APRIL 30, 2021

Dhruv Mehta is a Digital Marketing Professional at Acquire , a customer engagement platform that focuses on conversational CX. He writes about using technology to meet the evolving needs of customers and preparing for future disruptions.?. The changing conditions in 2020 redefined how we lived and worked.

2021 144

2021 Customer Service Omnichannel 2020 144

Optimove

FEBRUARY 14, 2023

Brands that bring consistently relevant and valuable omnichannel experiences enjoy an almost 10% year-on-year increase in revenues and retain 90% of their customers on average (Aberdeen Group). A great omnichannel experience is better for customers. Omnichannel strategy is better for your brand.

Omnichannel 52

Omnichannel Marketing Travel Hospitality 52