ShepHyken

JULY 5, 2021

Each week I read many customer service and customer experience articles from various resources. Experience Hotel Blog) The Experience Hotel team decided to conduct a survey on the impact of the different types of emails you can send to your customers. Here are my top five picks from last week.

Article 150

Article 2021 Customer Service Loyalty Programs 150

Beyond Philosophy

JUNE 1, 2015

Are, beyond customers who would be loyal anyway, are they driving more purchase activity and narrowed consideration sets? And, what is the impact of loyalty programs on enterprise profitability? Key among these are: Integrate Loyalty Into the Full Experience. Michael Lowenstein, Ph.D., Use the Data.

Loyalty Programs 84

Loyalty Programs Loyalty Airlines Hotels 84

ShepHyken

JANUARY 25, 2021

Each week I read a number of customer service and customer experience articles from various resources. Mission-Driven Customer Experiences (CX): A Guide by Nate Brown. Something that customers consider more important than even their time. My Comment: Here’s a great article about customer loyalty.

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2021 Article Customer Service Guest Experience 158

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

Experience Investigators by 360Connext

APRIL 7, 2015

Never mind that they are sending emails about merging loyalty programs and becoming one airline. My husband tries another American Airlines customer service rep. There are always issues and specific negative occurrences in any customer experience, but I think we can agree this seems systemic.

Airlines 307

Airlines Customer Experience Travel Books 307

ShepHyken

MARCH 28, 2022

Each week I read many customer service and customer experience articles from various resources. Research: How Employee Experience Impacts Your Bottom Line by Kate Gautier, Tiffani Bova, Kexin Chen, and Lalith Munasinghe. Hospitality Net) Why do so many hotel loyalty programs fail?

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Article 2022 Loyalty Programs Customer Service 65

Currency Alliance

OCTOBER 11, 2018

Countless articles have been written about enhancing the hotel customer experience (CX) with technology. The hotel market is becoming more competitive, with a larger share of wallet being spent on a greater variety of services. On the contrary, the hotel remains a highly valued experience offering.

Hotels 40

Hotels Hospitality Loyalty Travel 40

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. Loyalty should be the answer to these needs. A world-beating program in travel.

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Loyalty Programs Travel Loyalty Airlines 40

ShepHyken

JUNE 6, 2022

Each week I read many customer service and customer experience articles from various resources. The DiJulius Group) Even as the demand for Chick-fil-A is at an all-time high, the private company will only grow at a pace they ensure they won’t jeopardize the brand experience. (The This is one of the keys to their success.

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Article 2022 Customer Service Loyalty Programs 68

Alida

JULY 17, 2017

To develop mutual benefits, you need three things: a move from transactional to lifetime relationships, shared value between customer and brand, and Relationship Memory ™ to foster ongoing, authentic interactions. As predicted by Gartner , 89% of businesses will compete primarily on customer experience by 2017. The secret?

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2017 Customer Experience Hotels 2025 172

Currency Alliance

MAY 20, 2024

Back in 2017, when interchange fees were slashed by the European Union, most banks’ response was to simply to give up on their loyalty program; this was lazy and a huge strategic mistake. Every bank needs a loyalty strategy – even if they don’t have a points-based loyalty program.

Banking 52

Banking Loyalty Loyalty Programs Travel 52

SurveySparrow

JUNE 28, 2023

In the competitive landscape of today’s business world, the success mantra that resonates among most thriving companies is the strategy of providing a personalized customer experience.This concept is rooted in the understanding that every customer is unique, with their own set of preferences, behaviors, and past interactions.

Customer Experience 52

Customer Experience Healthcare Competitive Advantage E Commerce 52

BirdEye

NOVEMBER 30, 2023

12 strategies and ideas to launch today FAQs on travel agency marketing Birdeye – the top-rated customer experience platform to grow your travel agency business How do you develop the best marketing strategy for travel agencies? Share customer reviews and testimonials to boost social proof.

Travel 108

Travel Marketing Social Media Hotels 108

ShepHyken

DECEMBER 28, 2020

Each week I read a number of customer service and customer experience articles from various resources. Gift Experiences Can Create an Emotional Connection With Customers by Wise Marketer Staff. In contrast to a loyalty program, gifting is a cost effective way to achieve tangible and significant results.

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Article 2020 Customer Service Loyalty Programs 142

SurveyGizmo

FEBRUARY 4, 2021

And building a loyal customer base should be one of their goals when launching a VoC program. Striving for a superior customer experience should go hand-in-hand with your VoC program. Deliver upon your brand promise and bring value to your customers. Build loyalty in small steps, even though it takes time.

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Loyalty Net Promoter Score Airlines Hotels 98

ShepHyken

JANUARY 2, 2023

Each week, I read many customer service and customer experience articles from various resources. Customer Loyalty Is Your Holy Grail for Success. Entrepreneur) Customer loyalty is an essential source of revenue for any business. My Comment: How do we create customer loyalty?

Article 65

Article 2023 E Commerce Customer Service 65

Experience Investigators by 360Connext

NOVEMBER 12, 2014

This same rule applies to any part of the customer experience we want to feel special. Can your customer see him or herself in the special experience you’re offering? In the rush to amaze and delight, a la Zappos , organizations often overlook ways to truly provide experiences meaningful to that customer.

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Brands Hotels Consulting Workshop 259

Experience Investigators by 360Connext

JANUARY 12, 2015

Not entirely surprisingly, these customers are also the ones most likely to share their happiness and spread the word about your business. In fact, they are 70% more likely to do so if they are part of a loyalty program or “VIP” customers. Instead of greeting a frequent shopper with a “You again?”

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Loyalty Hotels Hospitality Loyalty Programs 291

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

Alida

MARCH 27, 2018

At Customers for Life, a recent Vision Critical event in Hong Kong, we immediately felt the grandeur, magnificent presence and ambience of the flagship Mandarin Oriental (MO) hotel in Central Hong Kong as soon as we stepped in. Mandarin Oriental Hotel Group: Not all customers are created equal.

Brands 124

Brands Hotels Rewards Programs Insurance 124

Clarabridge

OCTOBER 12, 2015

Personalization isn’t just a buzz word for customer experience teams—it’s an integral part of any customer engagement strategy. Personalizing the customer experience shows your customers that you are listening to their feedback, that you understand and empathize with their needs , and that you value their opinions.

Customer Experience 75

Customer Experience Hotels Loyalty Programs Social Media 75

ShepHyken

JANUARY 21, 2024

Each week, I read many customer service and customer experience articles from various resources. My friend, Chip Bell, has written a great article that aligns with my belief that for the right reasons, it’s okay to fire the customer. You will love his opening story about what happened in a well-known, name-brand hotel.

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2024 Article Customer Service Workshop 61

Beyond Philosophy

FEBRUARY 27, 2017

Hotel giant Hilton recently dropped the H from its rewards program , replacing the linguistically puzzling Hilton HHonors with an easier to pronounce version, Hilton Honors. The new rewards program will be the first in the industry to allow members to combine points and money for a hotel visit. I like these changes.

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Rewards Programs Hotels Travel Chief Customer Officer 133

ShepHyken

APRIL 17, 2018

Ushering in the Next Evolution of Brand Loyalty and Customer Experience. What does the future of brand loyalty look like? Top Takeaways: In the past, it was enough for loyalty programs to offer a “punch card” with a buy-nine-get-one-free approach. </span> .

Loyalty Programs 79

Loyalty Programs Loyalty Hotels Brands 79

Experience Investigators by 360Connext

MAY 24, 2017

There’s a part of your customer journey that is most likely inconsistent. Going from one hotel front desk to the next or calling different customer service reps can have very different outcomes. Sometimes calling the same customer service rep on a different day means having a completely different experience!

Hotels 125

Hotels Workshop Loyalty Programs Webinar 125

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. Go to the hotels.

Chief Customer Officer 0

Chief Customer Officer Hospitality Travel Hotels 0

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. And it makes you wonder, why do we call them “loyalty” programs if they don’t make customers loyal? What is Loyalty Anyway?

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Loyalty Loyalty Programs Airlines 2012 137

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.

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Loyalty Consumers Marketing Loyalty Programs 72

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.

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Loyalty 2020 Loyalty Programs Social Media 109

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

ShepHyken

OCTOBER 11, 2021

Each week I read many customer service and customer experience articles from various resources. 4 Ways to Level Up Your Customer Service in 2021 by Reuben Yonatan. Fast Company) Providing exceptional customer service is a tried and tested way for brands to stand out and succeed. by Max Starkov.

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2021 Article Customer Service Hospitality 73

Currency Alliance

NOVEMBER 4, 2022

Within one year, over 100 bank-sponsored loyalty programs in Europe disappeared. Shutting down the loyalty programs was a huge strategic mistake by the banks. Next, we explain how to increase the perceived value of your loyalty currency, so that your loyalty program is more effective, and the ROI increases.

Loyalty 52

Loyalty Marketing Loyalty Programs Banking 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

Customer Bliss

JUNE 6, 2017

Peloton is a mission based company that deliberately crafted every element of its experience, from the build of the bike to its delivery, usage and even helping people move their bike from one home to another. Our conversation charts Brad’s path from consultant to Bain, to Starwood hotels and his groundbreaking work at Peloton.

Hotels 149

Hotels Social Media Consulting 2014 149

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

Beyond Philosophy

JUNE 18, 2015

So when you are designing your Customer Experience, remembering this concept is key to creating something that will evoke happy and pleased with your Customers. In a recent post, Zhecho Dobrev, discussed how some organizations are using this concept to create new experiences for Customers. Individual development.

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Loyalty Programs B2C 2015 Hotels 159

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. tours or museum visits.

Loyalty 52

Loyalty Loyalty Programs Touchpoint Hotels 52