Currency Alliance

JULY 16, 2024

‘Dynamic pricing’ is normally discussed in terms of the pricing of inventory – such as the cash price for a given hotel room, airline seat, or commodities, etc. With Artificial Intelligence (AI) starting to impact how brands operate, the ability to optimize ROI and value for members can be optimized at scale.

ROI 40

ROI Loyalty Loyalty Programs Hotels 40

Storyminers

JULY 6, 2020

His coverage topics include the ROI of CX, CX strategy and governance, how CX leaders secure and retain sponsorship, the buy/own/advocate customer journey, voice of customer (VoC) and survey strategies, customer journey mapping, CX analytics and measurement, the role of social media and word of mouth (WOM) in CX, and persona development.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

His coverage topics include the ROI of CX, CX strategy and governance, how CX leaders secure and retain sponsorship, the buy/own/advocate customer journey, voice of customer (VoC) and survey strategies, customer journey mapping, CX analytics and measurement, the role of social media and word of mouth (WOM) in CX, and persona development.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

SurveySensum

FEBRUARY 13, 2025

Your NPS program will yield far more significant insights when you connect your experience data with your operational data residing in your CRM. Suggested Read: Understand NPS Impact on Revenue and ROI. And as you know referred customers have a 16% higher lifetime value and ROI than others. Empower them with insightful NPS data.

Net Promoter Score 52

Net Promoter Score NPS Strategy Effort Score 52

Alida

SEPTEMBER 22, 2016

MARU/VCR&C’s Matt Kleinschmit moderated a session featuring market research leaders from World Vision Canada, Warner Bros Home Entertainment, Southwest Airlines and PepsiCo, who said implementing new technologies and methodologies is necessary to adapt to the evolving consumer market. Get more ROI out of your content.

Innovation 100

Innovation Marketing Social Media Healthcare 100

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. Top priorities remain: getting all your customer data in one enterprise CRM. Double-down on getting all customer data into a single enterprise CRM, so that you can….

Loyalty 64

Loyalty Strategy Loyalty Programs Travel 64

Pointillist

JUNE 15, 2018

Much of the marketing world is still focused on customer acquisition, but to improve customer retention will yield f ar better ROI and cost about 5-25X less than customer acquisition. They integrate their in-house CRM system, customer support platform and data analytics to build a powerful and rich understanding of their customers. “We

Customer Retention 110

Customer Retention Analytics Loyalty Programs Customer Journeys 110

Currency Alliance

AUGUST 15, 2024

Neither may know that I travel to London 20 other times per year but stay at different hotels, or fly different airlines. Brands in other categories, such as airlines, grocers and banks, also struggle to collect sufficient demographic information from their proprietary data.

Loyalty Programs 52

Loyalty Programs Loyalty Marketing Ecommerce 52

Customer Guru

MARCH 7, 2018

To prepare myself in advance, I would go through their profile saved on our CRM to understand them better. After meeting these guests, I would also update their profiles in the same CRM, so that they could have a great experience across all the Taj Hotels. There is also this pleasant memory with the airline that I would like to share.

Customer Experience 65

Customer Experience Customer Centricity Chief Customer Officer B2C 65

Currency Alliance

APRIL 15, 2024

A low-frequency business would be an airline (for most people), or brands selling occasional purchases such as refrigerators, cars, laptops, shoes, gala dresses, etc. On the other hand, 60-70% of customers may be motivated to redeem in the currency of a partnered airline or hotel. Consider the example of a retailer (i.e.,

Loyalty Programs 52

Loyalty Programs Loyalty Airlines Banking 52

Pointillist

MAY 23, 2018

The first step to journey discovery is to integrate all your sources of customer data (digital, web and mobile analytics, CRM, call center, point of sale, voice of the customer, and others). How to Maximize Your Journey Analytics ROI. Customer Journey Orchestration: Accordant on Finding a Path to Purchase.

Customer Journeys 90

Customer Journeys Analytics How To Touchpoint 90

Currency Alliance

APRIL 10, 2021

Certainly that’s the case if the outcome will be greater ROI from the department, and an increase in my brand’s NPS score. You might have noticed that several airlines mortgaged their loyalty programs in 2020 for many billions of dollars. A minority of teams are brilliant, but the majority have only executed ‘OK’.

Loyalty 52

Loyalty Marketing Loyalty Programs Touchpoint 52

Currency Alliance

MARCH 20, 2020

Do this first, and you will generate high-velocity point earning and redemption; a virtuous ecosystem that drives significant ROI, and significant barriers to competitors trying to make a similar move. Test & learn to see if this engages a previously disengaged audience, and how much it increases ROI. Maintain low operating cost.

Loyalty Programs 52

Loyalty Programs Loyalty Hotels Travel 52

Currency Alliance

FEBRUARY 10, 2021

You might have noticed that several airlines mortgaged their loyalty programs in 2020 for many billions of dollars. I’m not going to quote a bunch of statistics, but if loyalty programs did not generate positive ROI, thousands of top brands would have given up on them decades ago. Nobody granted those loans on a whim.

Loyalty Programs 52

Loyalty Programs Loyalty How To Touchpoint 52

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. The value of customer insight and degree of engagement was made very visible in 2020 as brands like United Airlines, Delta, American Airlines, Hilton, etc.

Loyalty 52

Loyalty Trends Loyalty Programs Travel 52

Currency Alliance

FEBRUARY 26, 2019

Customer data: maximize ROI. 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). and supporting marketers such as CRM specialists, who can use the App to keep issuing personalized, location-based offers via the customer’s device.

Loyalty 45

Loyalty Strategy Loyalty Programs Hotels 45

Currency Alliance

FEBRUARY 20, 2023

This means that if you can vary the value of an action or price of a reward, you can optimize your loyalty program for greater customer engagement and ROI. Context’, as described in the next section, is constantly changing, and incentives should change as well to optimize medium-term ROI.

Loyalty 52

Loyalty Loyalty Programs Social Media ROI 52

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. Those companies that started this migration to modernize technology in the past 2-3 years will certainly start seeing the ROI in 2024.

Loyalty 59

Loyalty Trends Data Marketing 59

Currency Alliance

MARCH 30, 2022

At many businesses, however, loyalty teams still attract relatively few resources compared to the ROI that loyalty can deliver when best-practices are observed. Companies have been striving to get all their customer data in one CRM or CDP for a decade, but that end-state may never be realized. Innovating with scant resources.

Loyalty 52

Loyalty Loyalty Programs Airlines Resources 52

Currency Alliance

NOVEMBER 14, 2018

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. Emirates, Etihad, and United Airlines joined the party, adding many more partners. easy interaction between your existing CRM and campaign management systems.

Loyalty 45

Loyalty Loyalty Programs Hotels Travel 45

Currency Alliance

OCTOBER 29, 2019

Brands have become much better at this kind of thing; United and Lufthansa are just two airlines to have switched to dynamic rewards pricing in 2019. Correctly managed, your loyalty program can be the antidote to the wastage of other forms of offline or digital marketing: a tightly-run, carefully measured profit center that optimizes ROI.

Loyalty 40

Loyalty Loyalty Programs How To Hotels 40

Currency Alliance

DECEMBER 13, 2018

This is a terrific waste; whereas dynamically calculated investments in highly personalized experiences promise a far stronger likelihood of a positive ROI. American Airlines, in the same year, staffed its social media desks with people from the AAdvantage and Executive Platinum loyalty divisions, as well as other business areas.

Loyalty 45

Loyalty Trends Loyalty Programs Rewards Programs 45

Currency Alliance

NOVEMBER 14, 2019

Airlines will spend a good portion of 2020 proving that their programs are fundamental to minimizing the environmental impact as the industry grows. 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.

Loyalty 40

Loyalty Trends Hotels Loyalty Programs 40

Currency Alliance

JUNE 16, 2020

The Qitaf program noted, in its Awards entry, that integrating such a large number of partners entailed standardizing processes across many different POS/CRM systems provided by Oracle, NCR, Microsoft and others. New technology platforms make partner collaboration much easier than it has ever been, at quite a low cost.

Loyalty 52

Loyalty Innovation Travel Loyalty Programs 52

SurveySensum

FEBRUARY 10, 2022

Your NPS program will yield far more significant insights when you’ll connect your experience data with your operational data residing in your CRM. And as you know referred customers have a 16% higher lifetime value and ROI than others. If you are not doing it, you are not getting the likelihood of improvement in your business.

NPS 52

NPS Net Promoter Score Strategy Effort Score 52

SurveySensum

FEBRUARY 3, 2022

Your NPS program will yield far more significant insights when you’ll connect your experience data with your operational data residing in your CRM. And as you know referred customers have a 16% higher lifetime value and ROI than others. If you are not doing it, you are not getting the likelihood of improvement in your business.

NPS 52

NPS Net Promoter Score Strategy Effort Score 52

Currency Alliance

NOVEMBER 16, 2021

Relationships with suppliers, partners, dealing with customer issues, accounting, etc, needs to be proactively managed to optimize ROI. Airlines and hotel groups are masters at this. With modern technology, you no longer need to resemble a grocery store; it is eminently possible to work towards a dynamic redemption ecosystem.

Loyalty 52

Loyalty Loyalty Programs Ecommerce Touchpoint 52

Currency Alliance

NOVEMBER 16, 2021

Relationships with suppliers, partners, dealing with customer issues, accounting, etc, needs to be proactively managed to optimize ROI. Airlines and hotel groups are masters at this. With modern technology, you no longer need to resemble a grocery store; it is eminently possible to work towards a dynamic redemption ecosystem.

Loyalty 52

Loyalty Loyalty Programs Ecommerce Touchpoint 52

Currency Alliance

JUNE 11, 2019

Efforts included combining CRM data with data from its Facebook page as part of a push to encourage more customers to use and download their app. Traditionally, retailers, hotels and airlines feared that points too easily spent would furnish other companies’ coffers, to no real gain for themselves. References. [i] i] [link]. [ii]

Banking 40

Banking Loyalty Consumers Loyalty Programs 40

CSM Magazine

OCTOBER 18, 2024

At the heart of this revolution lies the strategic use of Customer Relationship Management (CRM) systems, powerful tools that enable businesses to gather, analyze, and leverage customer data with unprecedented precision. CRM insights enable support teams to offer proactive assistance, often resolving issues before they become problems.

Loyalty 52

Loyalty Customer Experience CRM e-support 52