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).

Loyalty 45

Loyalty 2019 Loyalty Programs Hotels 45

Currency Alliance

SEPTEMBER 5, 2018

A spike in recent news around loyalty coalitions – both good and bad – signals the dawn of a new, vastly more profitable iteration of the coalition model. Even though Plenti failed[i], Amex’s effort showed belief in the coalition model by one of the biggest names in reward programs. In summary: V1.0 In summary: V1.0

Loyalty 36

Loyalty Consumers Brands Airlines 36

ShepHyken

NOVEMBER 26, 2018

The Wise Marketer) Companies are realizing the importance of focusing on their repeat customers and designing special loyalty rewards program exclusively for this category of customers. Marketoonist) Singapore Airlines has long been a pioneer in customer experience, not just in airlines, but the hospitality industry in general.

Article 80

Article 2018 Customer Service Airlines 80

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

Kayako

MAY 30, 2017

Instead of implementing a “loyalty” program that has nothing to do with loyalty (and everything to do with discounts), Van Belleghem says think instead about how you would treat your best friend if he or she became a client. Customer loyalty programmes…why bother! This will drive loyalty more than rewards programs.

Loyalty Programs 73

Loyalty Programs E-support Loyalty Feedback 73

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. Learn how conjoint analysis and MaxDiff work.

Hospitality 29

Hospitality Retail Rewards Programs ROI 29

Service Untitled

SEPTEMBER 6, 2011

Supposedly Australian service and hospitality industries pay sufficient wages so that tipping has not become part of their culture. Possibly Related Posts: Retail reward programs no guarantee of customer loyalty Most retail organizations use discounts to entice customers to buy. It’s a mystery!

Rewards Programs 46

Rewards Programs Hospitality Retail Culture 46

delighted

OCTOBER 22, 2019

Net Promoter Score surveys measure customer loyalty by identifying customers as promoters, passives, and detractors. 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.

Net Promoter Score 41

Net Promoter Score NPS Measurement Feedback 41

Currency Alliance

JULY 24, 2018

Anyway – given that Currency Alliance positions itself as a flag-bearer for great CX, I asked around the office for everyone’s worst ever experiences in the travel & hospitality sector. During the past 20 years, I´ve stayed in hundreds of IHG hotels and amassed hundreds of thousands of loyalty points. Travel-Sick. “I

Travel 40

Travel Airlines Customer Experience Hotels 40

SuiteCX

JANUARY 19, 2015

Key Learning: Bringing in partners is a good way to shore up limited resources during a major implementaDon.

Customer Journey Mapping 40

Customer Journey Mapping Customer Journey Insights 2014 40