West Monroe

JANUARY 1, 2024

About the episode How do you connect with and serve patients when they’re not sick or in the hospital? Initially, during the mid-2000s, there was a strong focus on hospital-based medicine, with an emphasis on building hospital-based programs and adopting fee-for-service-oriented strategies.

Healthcare 52

Healthcare Engagement Hospitality Financial 52

ShepHyken

DECEMBER 5, 2022

The Top 5 Guest Loyalty Trends and Predictions to Watch for 2023 by Ellis Connolly. Hospitality Net) We are officially on the eve of a new year, already moving through the holiday season at the signature blink-and-you-might-miss-it pace that is seemingly synonymous with this time of year. Personalization is more important than ever.

Article 71

Article 2022 Customer Service Hospitality 71

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. Norwegian Air Shuttle and Strawberry Hospitality Group have made public their intention to shake up their market.

2024 59

2024 Loyalty Marketing Loyalty Programs 59

Customer Bliss

NOVEMBER 23, 2018

Today, I’m replaying one of our most popular episodes from 2018 about the employee experience and building customer loyalty at Hertz with Eric Smuda , VP of Customer Experience and Loyalty. Customerville transforms customer experience surveys into rich, interactive experiences using its unique Design-driven Feedback platform.

Employee Experience 143

Employee Experience Loyalty Programs Chief Customer Officer Loyalty 143

Alida

JANUARY 5, 2018

And although fads come and go—think unicorn hair and frappuccinos—there are some trends that will stick in the coming year and affect how businesses interact with customers. But Forrester says marketers need a deeper understanding of how consumers are interacting with brands with mobile devices, including the role of voice activation.

2018 0

2018 Marketing Multi-Channel Advertising 0

Kerry Bodine

APRIL 4, 2018

I need to purchase an MRI machine for the hospital. They may even resolve a problem with their bill and sign up for that restaurant’s loyalty program during that visit. If you’re a business-to-business (B2B) organization, your customers also have goals and tasks—they just look a little different.

Customer Journey 123

Customer Journey B2C Insurance B2B 123

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. Rebalancing loyalty program economics.

2021 52

2021 Loyalty Loyalty Programs Travel 52

Retently

FEBRUARY 21, 2024

For maximum engagement, use survey channels with high customer interaction, such as: Emails Text messages In-app surveys Website pop-ups Experiment with multiple channels to catch a wider array of customer insights and lessen the bias tied to any single channel. Innovative Alternatives to Traditional “How Did You Hear About Us?”

Social Media 78

Social Media Advertising Events Insights 78

Interactions

AUGUST 7, 2019

With so many options in the travel and hospitality industry available for customers, consistent first-class service will be a vital differentiator to help companies stand out against the competition. The IVA can also personalize offers or upgrades based on past bookings, integrate with loyalty programs, and even make destination suggestions.

Travel 54

Travel Hospitality Books Airlines 54

Kayako

MAY 30, 2017

Get inspired to create a customer-centric business and improve your customer interactions by watching these popular motivational customer service videos on YouTube. In Creating Guest Evangelists through Customer Service , hospitality industry expert and speaker Tom Costello shares a few of his models for standout service.

Loyalty Programs 73

Loyalty Programs E-support Loyalty Feedback 73

Qualtrics

JUNE 26, 2020

Koç Holding incorporates more than 40 subsidiaries operating in sectors such as oil refinery, automotive production, durable goods, financial services , hospitals , retail , hotels , higher education , and more. The loyalty program provides functional and emotional benefits partnering with more than 200 leader brands.

Sports 46

Sports Hospitality Loyalty Programs E-support 46

SurveySensum

AUGUST 24, 2023

This feature allows you to purchase items in a single click while remaining on the same page as compared to the ‘Add to cart ’ option where you need to interact with multiple pages to place an order. The result is reduced reliance on staff interaction, shorter wait times, and a smoother journey from check-in to boarding.

Brands 52

Brands Airlines Effort Score Banking 52

Currency Alliance

NOVEMBER 14, 2018

Second, if you’re already familiar with the economics, it provides a narrative framework for upskilling your own teams, to help everyone you work with understand what will drive success and failure in loyalty marketing. Unfortunately, many loyalty programs still resemble different guys in disparate fields with different cows.

Loyalty 45

Loyalty Loyalty Programs Travel Hotels 45

Currency Alliance

DECEMBER 17, 2019

But there remain some fundamental things that loyalty programs need to achieve to weather the looming storm that open banking, mobile payments, aggregation models, and other marketplace dynamics will bring. More customers will want to earn more loyalty currencies – which is potentially fantastic for all brands.

Loyalty 64

Loyalty 2020 Loyalty Programs Travel 64

Currency Alliance

FEBRUARY 26, 2019

Having benchmarked and talked to hundreds of loyalty programs in the past few months, what we think program leaders ought to be doing during the next 3-6 months is preparing a plan to realign their loyalty program design with the broader business strategy and core value propositions. Customer data: maximize ROI.

Loyalty 45

Loyalty 2019 Loyalty Programs Hotels 45

Currency Alliance

NOVEMBER 14, 2019

Nobody in loyalty could have missed The Times’ headline in October, about the Committee for Climate Change (CCC) proposal to start taxing frequent flyer programs (FFPs), or even to shut them down, under the assumption that they increase flying. Loyalty members made up 44% of revenue despite only making up 21% of the client base’[ii].

Loyalty 40

Loyalty 2020 Hotels Loyalty Programs 40

Strativity

SEPTEMBER 26, 2014

Forbes published a recent interview with Sephora’s Bridget Dolan, VP of Interactive Media, discussing how Sephora is excelling at personalizing the experience. This applies to anti-wrinkle cream, mortgage deals from your bank, and hospital follow-ups alike. Create a convincing loyalty program. Sephora’s solution?

Customer Experience 40

Customer Experience Customer Centricity Hospitality Loyalty Programs 40

Clarabridge

SEPTEMBER 8, 2015

This article originally appeared in Hospitality Technology and can be read in full here. Loyalty marketing has been defined as “the business process of identifying, maintaining and increasing the yield from best customers through interactive, value-added relationships.” That value-add is a two-way street.

Loyalty 40

Loyalty Hotels Hospitality Loyalty Programs 40

Currency Alliance

MARCH 21, 2019

The sea-change in marketing technology is evident in the Gartner CMO survey, which tracked spending across all marketing disciplines: …most of which are rooted in martech solutions, younger than loyalty program management technologies, but all united by the common need to share customer data and use it to drive results.

Loyalty 58

Loyalty Banking Loyalty Programs Brands 58

Qualtrics

APRIL 22, 2020

Customer care – Conjoint/MaxDiff can help improve your support and care operations, with insight into what components of your customer care program are most important to your users, as well as what elements they’d be willing to pay more for. Hospitality.

Hospitality 29

Hospitality Retail Rewards Programs ROI 29

ProProfs Chat

DECEMBER 21, 2020

Operators would get more opportunities to create a personalized experience for customers based on their previous interactions. So, what should you do when you have a bunch of customers who have been standing by your brand loyalty for years? If anything, loyalty programs are soaring. Introduce a customer loyalty program.

Loyalty Programs 98

Loyalty Programs Customers Loyalty Sales 98

Comm100

SEPTEMBER 22, 2016

In this book, customer service expert Jeff Toister points out the many reasons representatives fail to deliver excellent service, from specific interactions with customers to organization-wide issues. But the true purpose of every support team venture is to create customer loyalty. Mindset: The New Psychology of Success by Carol Dweck.

Books 71

Books Customer Service Culture E-support 71