InMoment XI

AUGUST 1, 2024

Customer sentiment is the emotions and attitudes expressed by customers towards a brand, product, or service. It includes both positive and negative feelings, like satisfaction, frustration, loyalty, and disappointment. Understanding how customers feel about your brand can help you identify strengths and areas for improvement.

Measurement 195

Measurement Effort Score How To Hotels 195

eglobalis

SEPTEMBER 28, 2024

Introduction: Toyota and its enhanced brand Lexus have long been recognized as global leaders in the automotive industry, not just for their reliable vehicles but also for their commitment to customer satisfaction and accountability. This erodes trust between the brand and the customer.

Automotive 368

Automotive Loyalty System Return on Investment 368

InMoment XI

JANUARY 17, 2024

Guest experience refers to the overall impression and satisfaction that a guest has during their interactions with a hospitality brand or establishment, such as hotels, restaurants, resorts, and attractions. A memorable and positive guest experience drives customer satisfaction and fosters customer loyalty.

Guest Experience 195

Guest Experience Trends Hospitality Customer Journeys 195

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. But this concept should also apply to the redemption value of loyalty points and miles. The redemption value of a loyalty currency is fixed by most brands.

ROI 40

ROI Loyalty Loyalty Programs Hotels 40

Beyond Philosophy

OCTOBER 30, 2017

Hotel chains, worried about competition from Airbnb , are rolling out these and other special experiences for their best rewards customers. And the big hotel chains are worried. Loyalty Points Don’t Lead to True Loyalty. I’ve stayed in their hotels many times and I like them just fine.

Hotels 127

Hotels Travel Rewards Programs Loyalty 127

SurveyGizmo

FEBRUARY 4, 2021

Loyalty and retention are not the same, but they are definitely related. Loyalty is personal and emotional, while retention is a financial measure, is what Ryan Tamminga, VP of Customer Success at Alchemer, and Vanessa Bagnato, Director of Enterprise Solutions at Alchemer, explained recently in a webinar.

Loyalty 98

Loyalty Net Promoter Score Airlines Hotels 98

AskNicely

AUGUST 22, 2018

How many customer loyalty programs do you belong to? That’s not good news for those brands I’m signed up with, is it? customer loyalty programs and yet is only active in 3.9. And research from Capgemini points out that almost 90% of social media comments on loyalty programs are negative. I’m not even sure I know.

Loyalty Programs 150

Loyalty Programs Loyalty Feedback Net Promoter Score 150

CSM Magazine

AUGUST 22, 2023

In an age where digital convenience is no longer a luxury but a basic expectation, the hotel industry faces the challenge of constantly evolving to meet and exceed guests’ needs. But how can hotels stay on top of their Customer Experience (CX) game using chatbots? Chatbots for boutique hotels can amplify this exclusivity.

Hotels 52

Hotels Chatbots Hospitality Guest Experience 52

C3Centricity

JUNE 8, 2020

Despite many books touting the need for our customers to “Love” our brands, in reality, I’m not sure that any of us want to have a deep relationship with brands. Brands that have a high following and loyalty, have found a way to consistently engage their fans and keep them coming back.

Hospitality 271

Hospitality Customer Centricity Hotels How To 271

Oracle

MARCH 18, 2021

Hotels worldwide were operating at 29% compared to 2019’s occupancy rates of 72%. And for the most avid travelers engaged in airline, credit card, and hotel loyalty programs, 2020 provided extremely limited opportunities to maintain status, earn points, or redeem travel rewards. Travel loyalty reimagined.

Loyalty Programs 62

Loyalty Programs Travel Loyalty Brands 62

ShepHyken

MAY 29, 2023

Top Takeaways: Loyalty programs are used in different industries to attract new customers and retain existing ones. They typically involve incentives for spending money on a brand through points, perks, upgrades, or free products. Loyalty programs have now evolved to include enhancing the customer experience.

Loyalty 62

Loyalty Loyalty Programs Airlines Hotels 62

Optimove

JULY 19, 2022

We love our hotel apps. In 2022, travelers expect their hotel of choice to treat them as valuable customers and not just as a number in a vast sea of other numbers. They want it? They want it? So give it to them. Check-in with geofencing. But there’s another benefit to location-based check-in.

Hotels 52

Hotels Marketing Guest Experience Travel 52

Currency Alliance

OCTOBER 11, 2018

Countless articles have been written about enhancing the hotel customer experience (CX) with technology. The hotel market is becoming more competitive, with a larger share of wallet being spent on a greater variety of services. Happily, this increased competition does not pose an existential threat to the hotel as a business model.

Hotels 40

Hotels Hospitality Loyalty Travel 40

LoyaltyPlus

JUNE 12, 2022

Hotels are showing signs of recovery across the Southern, Western, and East African markets following the turbulence of the past two years. Hotels must therefore look to strengthening relationships with guests and deliver more tailored services if they are to capitalise on this momentum. Furthermore, hotels contributed 66% to the 98.3%

Hotels 52

Hotels Self Service Tourism Guest Experience 52

Currency Alliance

OCTOBER 12, 2020

That type of simple recognition goes a great way in building loyalty with customers. This presentation is about driving customer engagement, and how the loyalty industry is transforming in order to engage with the mid-tail and long-tail customer. Loyalty programs must evolve to keep customers engaged.

Loyalty 98

Loyalty Marketing Loyalty Programs Banking 98

Experience Investigators by 360Connext

NOVEMBER 12, 2014

A gentleman who travels extensively and is a top-tier member of a hotel loyalty program was telling me he just wished they’d ask him a few questions. He is often greeted in his hotel room with a bottle of wine and chocolates. The best experiences are all about identity of both the brand and the customers.

Brands 259

Brands Hotels Consulting Loyalty Programs 259

ShepHyken

MARCH 25, 2024

Brands Want Your Loyalty—and Will Offer More Than Points to Get It by Lauren Giella (Newsweek) Loyalty programs offer customers rewards, discounts or other perks when buying from or using the products or services of a certain brand. My Comment: Here is an excellent and robust article on loyalty programs.

Hotels 85

Hotels Loyalty Programs Customer Service Hospitality 85

InMoment XI

SEPTEMBER 17, 2024

With younger generations becoming the dominating force in the overall consumer base it is more important than ever to be able to identify their needs and understand how they want to interact with your brand. The customer journey is so important because it is the foundation on which customer acquisition and customer loyalty are built.

Customer Journeys 195

Customer Journeys Net Promoter Score Self Service Touchpoint 195

Alida

MARCH 27, 2018

At Customers for Life, a recent Vision Critical event in Hong Kong, we immediately felt the grandeur, magnificent presence and ambience of the flagship Mandarin Oriental (MO) hotel in Central Hong Kong as soon as we stepped in. Mandarin Oriental Hotel Group: Not all customers are created equal. From big data to insight.

Brands 124

Brands Hotels Rewards Programs Insurance 124

InMoment XI

OCTOBER 4, 2024

It’s a journey encompassing every point of interaction with your brand, from the initial awareness to leaving an online review. Customer Experience (CX) is the overall perception someone has of your brand based on their thoughts and feelings after each interaction with your business. CXM vs CRM: How They Differ?

Customer Experience Management 195

Customer Experience Management Customer Experience Management ROI 195

InMoment XI

OCTOBER 24, 2024

Did you know that brands that invested in customer engagement saw an average revenue increase of 68%, with top-performing brands realizing a 123% increase in revenue? With acquisition costs at an all-time high, it has never been more important to engage your customers in a way that makes them lifelong fans of your brand.

Customer Engagement 195

Customer Engagement Engagement Omni-Channel e-support 195

Currency Alliance

OCTOBER 4, 2023

Recognizing loyalty program members at the Point of Sale (POS) has been challenging for over 30 years. Large brands with their own loyalty program typically invest heavily to integrate the loyalty platform into one or more POSs, but for smaller and medium-sized companies, this is often out of reach in terms of cost and technical complexity.

Loyalty 59

Loyalty Loyalty Programs Retail Banking 59

InMoment XI

OCTOBER 31, 2024

Your call center plays a huge role in your brand reputation. Net Promoter Score (NPS) If a customer is loyal to your brand, they have likely had a positive experience with your call center, too. The Net Promoter Score (NPS) metric measures loyalty by asking customers how likely they are to recommend your business to others.

Call Center 195

Call Center Metrics Self Service Effort Score 195

CX Journey

SEPTEMBER 5, 2018

Coming up with a brand identity isn’t an easy task. Ideally, a strong brand identity will mesh both your needs and those of your customer. 77 percent of B2B marketers say that proper branding plays a big role in company growth. Ideally, a strong brand identity will mesh both your needs and those of your customer.

Brands 238

Brands How To Social Media Advertising 238

Currency Alliance

DECEMBER 19, 2022

It has the potential to address a lot of business challenges, and enable many forms of elusive innovation in loyalty marketing. The biggest opportunities for loyalty programs relate to operating more efficiently to reduce cost, and improving personalization. Using AI to improve profitability of pricing and promotions.

Loyalty 52

Loyalty Marketing Airlines Loyalty Programs 52

Currency Alliance

FEBRUARY 20, 2023

This article on the loyalty rules engine is probably the second-most important article I will ever write on loyalty marketing*. It is the most powerful, yet under appreciated module (or tool) in a loyalty marketing stack of software. Brands no longer need to be held hostage by legacy rules engines.

Loyalty 52

Loyalty Loyalty Programs Social Media ROI 52

Currency Alliance

OCTOBER 12, 2021

Loyalty partnerships with complementary brands are the best way to create additional value, for customers and for your business. Depending on the maturity of your loyalty program, you may already have some program partners, or be a partner in somebody else’s program. How loyalty partners co-create value.

Loyalty 59

Loyalty Loyalty Programs Airlines Travel 59

InMoment XI

OCTOBER 3, 2024

This is a key indicator of your organization’s customer loyalty and success in building lasting customer relationships. Customer retention is important because the longer a customer stays with your brand, the higher their average purchase is. Stay True to Your Brand Consistency is key to building trust and loyalty with your customers.

Customer Retention 195

Customer Retention Strategy Guest Experience Loyalty Programs 195

SurveySensum

AUGUST 2, 2024

Calculating the NPS score is not just about crunching numbers – it’s about understanding how your customers truly feel about your product, service, and overall brand. So, leverage this new-age technology and improve customer satisfaction and loyalty with the help of some useful ChatGPT prompts for NPS calculation.

NPS 52

NPS Loyalty Hospitality Software 52

ProProfs Chat

FEBRUARY 13, 2020

Efforts to retain customers, help you formulate effective loyalty programs that your customers enjoy being a part of. Let’s take a look at customer loyalty statistics and observe the various ways that help a business improve and boost customer loyalty. Customer Loyalty Statistics 2020 You Shouldn’t Miss.

Loyalty 109

Loyalty Loyalty Programs Social Media Retail 109

ECXO

JULY 16, 2024

Ensuring that employees get sufficient sleep translates to consistent and reliable service, reinforcing customer trust and loyalty. Positive Brand Image: The way employees interact with customers reflects directly on the brand. This focus on sleep has contributed to his longevity and sustained high performance in the sport.

Customer Experience 332

Customer Experience Policies Culture Innovation 332

Beyond Philosophy

MAY 10, 2017

If you’re like me, you have loyalty cards for three different supermarkets, a half dozen airlines, several hotels, a dozen or so assorted retailers and the local frozen yogurt shop. No of course not, and that’s the problem with calling these pieces of plastic “loyalty cards.” What is Loyalty Anyway? That’s loyalty.

Loyalty 137

Loyalty Loyalty Programs Airlines Rewards Programs 137

Currency Alliance

OCTOBER 31, 2022

A recent article on PhocusWire helpfully outlined a range of security vulnerabilities common to loyalty programs. Most loyalty program operators now recognize the urgency of improving their platform security, but are still unsure how to proceed. the loyalty rule(s) that should be applied.

Travel 52

Travel System Loyalty Loyalty Programs 52

Currency Alliance

JANUARY 18, 2021

It’s time for hotel operators to re-evaluate how well their ace in the hole – their loyalty program – is enabling every function of their business to deliver more value. Here are three predictions of how loyalty programs must evolve in hospitality. The hotel is a dispensary of experiences. A bed is not just a bed.

Hospitality 52

Hospitality Loyalty Industry Hotels 52

Currency Alliance

JUNE 1, 2020

The long break in spending habits due to Covid-19 will cause customers to re-evaluate their relationship with brands. This isn’t just a casual observation, but a sign of a widespread consumer trend which every loyalty marketer should be thinking about. People in Barcelona are buying a lot more ice-cream lately.

Loyalty 72

Loyalty Consumers Marketing Loyalty Programs 72

Currency Alliance

NOVEMBER 4, 2022

This fee is commonly how financial services brands have funded their loyalty rewards for at least the past decade. So how should New Zealand’s banks and brands respond, and how should other brands collaborate with partners to reduce dependency on any single source of funding?

Loyalty 52

Loyalty Marketing Loyalty Programs Banking 52

Doing CX Right

OCTOBER 23, 2022

author of ten business books, explains how you can achieve brand loyalty similar to reputable customer experience companies including Airbnb, Starbucks, Zappos, Mercedes-Benz, The Ritz-Carlton Hotel Company, and others. The post Lessons Learned From Best-In-Class Customer Experience Brands appeared first on Doing CX Right.

Brands 45

Brands Customer Experience Hotels Loyalty 45