Strativity

APRIL 11, 2018

As the healthcare industry increases digital touchpoints and capabilities, healthcare consumers are becoming more engaged and are demanding an improved patient experience. Hospitals’ and individual providers’ pay will eventually be partly based on how they are rated by patients. calls, emails, SMS, etc.), targeted marketing (e.g.,

Healthcare 67

Healthcare Multi-Channel Touchpoint Hospitality 67

Currency Alliance

APRIL 15, 2024

Issuing your own points might eventually come at a lower direct cost – but if they’re not your customer’s favorite points, the perceived value may be low, and the hoped-for ROI may never materialize. Without frequent earning and burning, you miss out on touchpoints to influence behavior – and much of your loyalty investment goes to waste.

Loyalty Programs 52

Loyalty Programs Loyalty Airlines Banking 52

Happy or Not

NOVEMBER 17, 2023

Whether you run a bustling retail store, a busy airport, or a fast-paced hospital, HappyOrNot’s simple smiley-face feedback terminals allow you to collect feedback effortlessly from a significant volume of people. How do businesses typically measure the feedback programs’ return on investment (ROI)?

Feedback 36

Feedback Customer Centricity Customer Satisfaction ROI 36

InMoment XI

APRIL 3, 2024

But where customer experience takes every interaction into account, the digital experience focuses more specifically on those interactions that occur with digital touchpoints. In other words, these touchpoints include a broad range of interactions and are constantly growing to encompass an ever-greater portion of the customer journey.

Customer Expectations 260

Customer Expectations Touchpoint 2024 Omnichannel 260

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’s a great way to forecast demand and tailor your packages to find the right balance between customer demand and high ROI. Retail Banking and Financial Services.

Hospitality 29

Hospitality Retail Rewards Programs ROI 29

InMoment XI

SEPTEMBER 1, 2022

You get a greater return on your investment (ROI) from repeat customers than trying to acquire a first-time customer Even though only 12% to 15% of customers are loyal to a single retailer, they represent between 55% to 70% of the retailer’s sales. Deploy Microsurveys at Key Touchpoints: Get customer feedback in the moments that matter.

Customer Retention 260

Customer Retention Telecommunications Customer Journey Mapping Retail 260

Currency Alliance

DECEMBER 4, 2023

The ability to target investment more precisely, with less wastage, and greater certainty of a positive customer experience, is steadily removing a lot of the uncertainty and risk around brands’ marketing ROI. 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

Currency Alliance

JUNE 16, 2020

As more holistic marketing initiatives, loyalty mechanics were harnessed to drive and measure engagement across channels, and across many more customer touchpoints. Loyalty had evolved into a fairly segregated marketing function, but many of this years’ entries were more comprehensive, loyalty-enabled marketing programs.

Magazine 52

Magazine Loyalty Innovation 2020 52

Retently

FEBRUARY 21, 2024

survey data helps identify effective marketing channels, adapt campaigns for better ROI, and build stronger customer relationships through informed strategy adjustments. Understand that the initial touchpoint is just the beginning. Analyzing “How Did You Hear About Us?” The Importance of “How Did You Hear About Us?”

Social Media 78

Social Media Advertising Events Insights 78

TechSee

FEBRUARY 5, 2019

ROI is fundamental, as C-suite executives at leading service providers demand measurable returns from their outlay. 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.

2019 173

2019 Customer Experience 2025 ROI 173

Currency Alliance

DECEMBER 17, 2019

This has mostly been via low-investment, tactical approaches that increase ROI, and educate the C-suite regarding long-term strategic value. incentivizing more touchpoints so that you can build emotional loyalty. >Data collection: integrate more touchpoints. being present at more stages in the customer journey.

Loyalty 64

Loyalty 2020 Loyalty Programs Travel 64

John Paul

JULY 26, 2018

Brands and companies who pay for customer loyalty strategies such as concierge on behalf of their customer or employees, will see services like this emerge as a scalable option for larger groups of people, and those who have invested behind the high-touch service will see increased ROI. Connected Devices & Smart-Home Assistants.

2018 45

2018 Technology Hospitality Hotels 45

Currency Alliance

FEBRUARY 26, 2019

Customer data: maximize ROI. Emotional loyalty: add incentives along many touchpoints in customer journeys. You can see this in the Gartner CMO survey: Loyalty marketing has traditionally suffered from the difficulty in measuring ROI (especially in the short-term). Maximize ROI from Customer Data. Define the strategy.

Loyalty 45

Loyalty 2019 Loyalty Programs Hotels 45

Currency Alliance

DECEMBER 13, 2018

share of overall budgets was allocated to marketing personalization[iv], particularly in the biggest loyalty sectors: travel, hospitality & retail. This should happen across touchpoints: social engagement, reviews, referrals, etc. Payments coming into fruition as a loyalty touchpoint. 2018 saw a 14.2%

Loyalty 45

Loyalty 2019 Loyalty Programs 2018 45

Grade.us

AUGUST 31, 2018

Businesses in the hospitality industry live and die by two things. Which makes it that much more difficult to track attribution and ROI!). Which makes it that much more difficult to track attribution and ROI!). General advice for any hospitality specific review site. Their ability to get great reviews. That's where Grade.us

Hospitality 26

Hospitality Hotels Travel Books 26

Currency Alliance

NOVEMBER 14, 2019

At the Loyalty Surgery this year, IBM’s Greg Land said that their modern martech trial at Malaysia Airlines performed extremely well, delivering a 43% improvement in ROI. Brands reward more touchpoints to grow emotional loyalty. Brands accelerate adoption of microservices to improve agility. Cloud-based tech can solve this problem.

Loyalty 40

Loyalty 2020 Hotels Loyalty Programs 40

PeopleMetrics

JANUARY 28, 2021

We're measuring after a touchpoint, hopefully a "moment of truth." Back when I started in 2012, you really just had these core industries that said, "you know, I'm hospitality, I'm a restaurant. But you know, it's nothing like doing it yourself and showing an ROI, right? I need to measure the customer experience."

2001 62

2001 2012 Feedback Books 62

Currency Alliance

NOVEMBER 14, 2018

They are mostly geared towards business travellers; but as hospitality expert Douglas Rice discussed last month, 75 – 80% of hotel guests are infrequent holidaymakers. Ideally, all brands get meaningful and actionable data on a far wider audience, and enjoy a better marketing ROI as well as a net uplift in sales.

Loyalty 45

Loyalty Loyalty Programs Travel Hotels 45

Experience Matters

APRIL 7, 2015

The NICE Real-Time Web Engage solution helps leading banks, hospitality, digital media, content providers, travel and entertainment companies create meaningful customer experiences on their websites. Fizzback’s responsiveness and scalability ensures consistency of information and customer tracking from touchpoint to touchpoint.

2015 97

2015 Multi-Channel 2014 CEM 97

Currency Alliance

NOVEMBER 17, 2020

We also tend to trust companies less and are overwhelmed with information coming at us via multiple channels – 24/7 – so deploying solutions that help customers save time is key across every touchpoint. deploying AI to automate touchpoints. The functionality in loyalty systems is being broken up. enabling more customer self-service.

2021 52

2021 Loyalty Loyalty Programs Travel 52