delighted
OCTOBER 22, 2019
In order to collect this very-real feedback, HotelTonight began soliciting customer feedback with NPS surveying and overtime grew their NPS score to 75 - roughly double the average score of the hospitality industry. This high NPS score has been achieved by using the feedback collected to quickly address customer problems.
Currency Alliance
SEPTEMBER 5, 2018
Even though Plenti failed[i], Amex’s effort showed belief in the coalition model by one of the biggest names in reward programs. The “Marriott More” program allows its members to earn and redeem points on everyday retail purchases[iii]. American Airlines’ AAdvantage program was one such early example. Trust issues.
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Currency Alliance
JUNE 16, 2020
In any case, I think the vast majority of practitioners will be as excited as I am, to think what this wave of innovation means for consumers: more brands finding cleverer, more meaningful ways to create compelling customer value. A disloyal generation?
Currency Alliance
FEBRUARY 26, 2019
The future represents much more collaboration among brands to serve common customers more effectively. An example of effective alignment of strategy with tactics include Australia’s Coles Supermarket chain and its flybuys reward program. altering customer behaviour to support corporate objectives, without upsetting people.
SuiteCX
JANUARY 19, 2015
Key Learning: Bringing in partners is a good way to shore up limited resources during a major implementaDon.
Currency Alliance
MARCH 21, 2019
More agile, affordable, and powerful loyalty platforms are now top priority for brands as they seek to build the richest customer insight, and enable differentiation in an increasingly crowded loyalty landscape – where gaining customer attention will be a major bottleneck.
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