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

Optimove

FEBRUARY 14, 2023

Today’s consumers want to interact with the brands they love 24/7; on your app, in your store, and on your social media feeds and website. Delighted customers with no interest in playing the field regarding loyalty. And naturally, savvy marketing teams will must address these needs through a robust omnichannel strategy.

Omnichannel 52

Omnichannel Marketing Travel Hospitality 52

CSM Magazine

MAY 15, 2023

Customer experience (CX) in healthcare is how patients perceive their interactions with healthcare providers. A positive approach to improve customer experience assures the company’s growth in terms of revenue and building brand loyalty. This is why fostering brand loyalty in customers is so important.

Healthcare 52

Healthcare Customer Experience Hospitality Loyalty 52

CSM Magazine

MAY 19, 2023

Customer Experience Engineering (CXE) is a growing field that focuses on designing, managing, and improving the interactions between a company and its customers. At its core, customer experience engineering seeks to ensure that every touchpoint a customer has with a company leaves a positive and lasting impression.

Customer Experience 52

Customer Experience Net Promoter Score Customer Journey Mapping Touchpoint 52

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

SurveySparrow

DECEMBER 24, 2023

Businesses often rely on specialized survey metrics when gauging customer satisfaction and loyalty. They capture feedback immediately after a specific transaction, interaction, or event. Now, Let’s assume you’re into hospitality. They come in different types. Customer Journey Surveys How do they align?

Customer Experience 52

Customer Experience Net Promoter Score Effort Score NPS 52

Lumoa

OCTOBER 15, 2023

Considering the expectations of swift responses and interactions in the digital age, perhaps it’s time to reevaluate how often we’re checking in with our customers and their experiences. Now, let’s talk about the value of customer feedback in real time, whether it’s after a product release, a service interaction, or any customer touchpoint.

Feedback 83

Feedback Hospitality Touchpoint Customers 83

GetFeedback

FEBRUARY 10, 2020

Being in the hospitality industry, I knew that customer experience was critical, but putting an official label and set of initiatives around it just kind of happened. The day after their visit, we send the customer a survey asking for a 1-5 rating on our 3 service areas: Hospitality, Wine, and Food. Q: How is your CX team structured?

Hospitality 218

Hospitality Sales Feedback Customer Experience 218

TechSee

FEBRUARY 5, 2019

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. Seeing is believing and millions of customers of leading global brands already understand the value of interactive visual customer support.

2019 173

2019 Customer Experience 2025 ROI 173

SurveySensum

OCTOBER 31, 2023

Customer Experience vs Customer Service: The Key Differences Customer Experience and Customer Service: The Connection Key Takeaways Customer Experience (CX) Customer experience is all about the journey your customers take when they interact with your brand or business. Tailor interactions to meet individual customer expectations and needs.

Connections 52

Connections Customer Service Net Promoter Score Customer Experience 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. Understand that the initial touchpoint is just the beginning.

Social Media 78

Social Media Advertising Events Insights 78

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

Currency Alliance

MARCH 21, 2019

Loyalty systems were some of the first marketing technology, dating back 35 years. Making the same progress in loyalty has been much more difficult. The typical incumbent loyalty technology platform comprises five core modules: CRM/Analytics Platform. Loyalty Rules Engine. Now, these legacy systems are showing the strain.

Loyalty 58

Loyalty Banking Loyalty Programs Brands 58

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

Call Experts

JULY 27, 2023

In fact, 97% of customers report that customer service is a significant factor in their choice of loyalty and brand advocacy. In today’s competitive market, ensuring every customer interaction is handled with care and professionalism is crucial for success.

Call Center 52

Call Center Customer Service E Commerce E-support 52

Experience Investigators by 360Connext

NOVEMBER 20, 2014

Companies like Cisco, Novartis, and Estee Lauder, and associations like American Hospital Association, Global Workspace Association, and the Professional Beauty Association are using DoubleDutch at meetings and conferences worldwide.

Customer Experience 302

Customer Experience Chief Customer Officer Events 2003 302

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

Michel Falcon Experience

OCTOBER 21, 2019

For years they created loyalty by selling one product and when the time was right, they started selling more products in different verticals. When they knew they had our loyalty they created services – ones like AWS and Amazon Basics – that had much higher profits margins. Take my industry, hospitality, as an example.

Customer Service 111

Customer Service Customer Journey Mapping Customer Centricity Advertising 111

Maru Group

MAY 28, 2019

Consumer brands face a challenging time – and none more so than hospitality and casual dining brands. But how do brands ensure their customer experience cuts above the competition and pulls the right emotional triggers to drive long-term loyalty? CX has become the core component of business strategies. Delivering emotive experiences.

Customer Experience 40

Customer Experience Hospitality Touchpoint Measurement 40

SurveySensum

JULY 3, 2019

Experience is the influencer in the hospitality industry. Especially, for restaurants, it’s become pivotal to get more guests and earn customers loyalty. Understanding the growing expectations of guests can help you craft exceptional and personalized experience at different touchpoint. A personalized approach often attracts!

Guest Experience 74

Guest Experience Net Promoter Score Management Hotels 74

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

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. Southwest Airlines’ self-service kiosks are a testament to the brand’s dedication to reducing customer effort at every touchpoint.

Brands 52

Brands Airlines Effort Score Banking 52

Magellan Solutions

AUGUST 17, 2020

It isn’t only limited to direct patient interactions. It also covers the usual initial touchpoint of most hospital visits — communication via phone call. Without a good healthcare call center, hospitals can suffer from increased patient frustration and higher medical call center staff turnover, to name a few.

Call Center 52

Call Center Healthcare Hospitality Contact Center 52

Qualtrics

FEBRUARY 16, 2021

Within the hospitality service sector, great guest experience is a well-known cause of happy reviews and repeat business. The guest experience is the cumulative effect of every interaction your guests have with you. Listen to how travel and hospitality organizations are reimagining the guest experience. What is guest experience?

Guest Experience 49

Guest Experience 2021 Hotels Hospitality 49

Wootric

MARCH 15, 2020

We think the SaaS businesses that focus on retaining customers and building loyalty are the ones that will survive and thrive in this uncertain climate. . Of course, the question then becomes how do you retain customers and build loyalty? They operate in the hospitality sector which has been particularly hard hit.

E Commerce 125

E Commerce E-support Chief Customer Officer Loyalty 125

BirdEye

OCTOBER 27, 2020

Let’s discuss why customer experience is so crucial, which metrics your business needs to track, and how you can reliably wow your customers in every interaction. Customer loyalty is now earned by delivering memorable experiences and forging genuine connections. Higher loyalty then leads to higher revenues.

Net Promoter Score 98

Net Promoter Score Metrics Measurement NPS 98

Maru Group

MAY 28, 2019

Consumer brands face a challenging time – and none more so than hospitality and casual dining brands. But how do brands ensure their customer experience cuts above the competition and pulls the right emotional triggers to drive long-term loyalty? CX has become the core component of business strategies. Delivering emotive experiences.

Customer Experience 40

Customer Experience Hospitality Touchpoint Measurement 40

Maru Group

MAY 28, 2019

Consumer brands face a challenging time – and none more so than hospitality and casual dining brands. But how do brands ensure their customer experience cuts above the competition and pulls the right emotional triggers to drive long-term loyalty? CX has become the core component of business strategies. Delivering emotive experiences.

Customer Experience 40

Customer Experience Hospitality Touchpoint Measurement 40

SurveySparrow

FEBRUARY 18, 2024

Real-Time Reporting & Analytics: Gain instant insights into survey responses with interactive dashboards and detailed reports, allowing you to track trends and make informed decisions in real time. Real-Time Reporting & Analytics: Gain instant insights into responses with interactive dashboards and detailed reports.

2024 52

2024 Multi-Channel E Commerce Tourism 52

CSM Magazine

MAY 26, 2020

It’s not the ROI, the seamless journey between touchpoints, or even the capacity to personalize the product or service we offer. As an experienced hospitality professional, I just had to speak with this couple and find a way to turn their experience around and rekindle their loyalty to our company. Here is a case in point.

Hospitality 59

Hospitality Events Hotels Customers 59

Happy or Not

NOVEMBER 17, 2023

This solution captures customers’ perceptions of service performance in real time, allowing organizations to assess customer satisfaction immediately after each interaction while simultaneously accumulating long-term results that visualize trends and seasonality.

Feedback 36

Feedback Customer Centricity Customer Satisfaction ROI 36

NetBase

MAY 23, 2019

How does social listening impact customer care in one of the most experiential categories – i.e., Travel & Hospitality? Hertz is one brand we’ve seen taking this idea of maximizing customer touchpoints to heart – with great success. Sentiment of the interactions are overwhelmingly positive. Here are some ways!

Travel 56

Travel Customer Care Information Hotels 56

John Paul

JULY 26, 2018

The luxury concierge industry has always been focused on very personal, high touch interactions, centered around delivering exceptional experiences. Today there are hundreds of thousands of chatbots, or ‘bots,’ that provide everything from medical advice to weather conditions through an interactive interface. Machine Learning.

2018 45

2018 Technology Hospitality Hotels 45

SurveySensum

JUNE 18, 2019

Take into account that customer journey doesn’t end after the purchase– it’s an ongoing experience which requires customer centricity at different touchpoints. “If Such innovative thinking leads to big ideas to drive revenue and gaining customer loyalty. Data intelligence for personalization in customer interactions.

Customer Experience 40

Customer Experience Hospitality User Experience Touchpoint 40

ENGAGE.cx

OCTOBER 13, 2016

While you are checking out the property, the company website recognizes you and your preferred customer status, remembers you like a corner non-smoking room, and extends you an offer of an additional 10% off because of your long-standing loyalty. finally delivers on the full promise that CX has been striving for in the hospitality industry.

Engagement 40

Engagement Guest Experience Hotels Hospitality 40

SurveySensum

JUNE 15, 2023

Capture customer sentiment consistently across different touchpoints. Enhance customer loyalty and retention by making customers satisfied and encouraging them to become repeat customers and brand advocates. A score of 35 can be a good score for the hospital industry but not a good score for the retail industry.

Insights 52

Insights Customer Satisfaction Feedback Telecommunications 52

Qualtrics

APRIL 22, 2020

Hospitality. Even as restrictions are gradually lifted, there’s likely to be longer term impacts on how consumers interact with the hospitality industry. It starts with stepping in and listening to what your customers are saying at every touchpoint, monitoring sentiment and taking action to respond to their concerns.

Hospitality 29

Hospitality Retail Rewards Programs ROI 29