John Paul

JULY 26, 2018

In the past, the success of the luxury concierge industry has in part, been built on the ability of concierges to capture all information on a client and either remember it, or manually enter requests and preferences into a CRM, which is then used for future requests. Modern technology is streamlining this process.

Technology 45

Technology Hospitality Hotels Loyalty 45

ClearAction

OCTOBER 1, 2018

A loud warning siren can be heard in study after study showing customers’ and managers’ perceptions to be static over time and lower than desired overall. For example, the 2017 and 2018 Forrester Customer Experience Index TM reveals no companies exceeding 72 on a 100-point scale and very little change in any industry.

Customer Experience 63

Customer Experience Effort Score ROI Study 63

North Highland

SEPTEMBER 16, 2019

Historically, the timeshare industry has enjoyed a healthy growth curve that stretched into double-digit growth in 2018. New leads came easily, and an aggressive customer identification and acquisition process wasn’t always necessary. Customer experience is priority number one.

Travel 45

Travel ROI Entertainment CRM 45

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. This undermines loyalty; it’s a strategy that sank Plenti – American Express’s attempt at a coalition – in 2018.

Loyalty 59

Loyalty Trends Data Marketing 59

Currency Alliance

DECEMBER 13, 2018

The Economist, November 2018. The outcome for the brands which succeed will be in getting 25-50% more customers engaged with their loyalty strategies. The brands we reported on in 2018 have already proven it can be done – but they were only the beginning of a much brighter, more profitable future in loyalty marketing.

Loyalty 45

Loyalty Trends Loyalty Programs Rewards Programs 45

SurveySensum

JULY 14, 2020

Sarah Sargent is a highly accomplished & inspiring Customer Service & Customer Experience Director at Radian Group where she is reinvigorating CX in social housing. She has carved a successful career in both customer service and CX leadership across Financial Services and Telcos. and Crowdvocate.com.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Currency Alliance

FEBRUARY 26, 2019

In December 2018, we published what we consider will be the Top 10 Trends in loyalty marketing during 2019. Customer data: maximize ROI. Partners: optimize the mix to appeal to a broader array of customers. Emotional loyalty: add incentives along many touchpoints in customer journeys.

Loyalty 45

Loyalty Strategy Loyalty Programs Hotels 45

Currency Alliance

NOVEMBER 17, 2020

Under the microservices model, customer data is in one enterprise CRM that coordinates with one enterprise Campaign Management System to coordinate touchpoints. Importantly, signals of customer needs and their lifestyle preferences no longer come just from your own data. Of course, the grocery sector also has high frequency.

Loyalty 52

Loyalty Trends Loyalty Programs Travel 52

Comm100

FEBRUARY 5, 2018

What Customer Engagement Software Tools Are There? CRM Software. Exploring A Broad Term: What Is Customer Engagement Software? These are common types and functions of customer engagement software: CRM Software. Contact history (what type of contact have your customers made? Live Chat Software. PR Software.

Social Media 124

Social Media CRM Self Service Software 124