CSM Magazine

JUNE 29, 2022

With buyer satisfaction levels plummeting to a 17-year low, and less than 35% of consumers completely satisfied with their brand relationship, there is huge stakes resting on your ability to provide satisfying experiences. Jolie Fleming, SVP Guest Products & Platforms, IHG Hotels & Resorts. Find out more here!

Hotels 52

Hotels Rewards Programs Banking Consumers 52

Service Untitled

JUNE 16, 2011

Many retailers have recognition and reward programs. Of course the reward programs were started to collect customer data and track spending habits, but don’t we all get tired of our key fobs full of little plastic attachments we need to scan at every store? So how does a business show customers they really care?

Loyalty 43

Loyalty Rewards Programs Hotels Retail 43

Currency Alliance

JUNE 11, 2019

Many consumers now ‘multibank’[iii], keeping their traditional provider on-hand for the same reasons they always did, but branching out in search of enhanced value. In 2000, UK consumer bank Halifax launched a fairly successful marketing slogan: the people that give you extra [iv]. Actually, they do. Extra what?

Banking 40

Banking Loyalty Consumers Loyalty Programs 40

Service Untitled

APRIL 14, 2010

Their rewards program provides 2 points for every dollar spent at Nordstrom’s and provides for 1 point when I use the card elsewhere. I can also convert points to miles on many different airlines, and use the points and redeem them at various hotels and Hertz car rentals. has extended the First-Time Home Buyer Tax Credit.

Rewards Programs 41

Rewards Programs Hotels Travel Airlines 41

Inbenta

JUNE 30, 2021

Tourism, hospitality, and leisure companies have been extremely touched by the Covid pandemic, with thousands of canceled flights, hotel bookings, and more. TravelClub is the leader reward program in Spain with over 6 million subscribers. Chatbot examples in the travel & leisure industry. TravelClub.

Chatbots 105

Chatbots Examples Self Service Insurance 105

Currency Alliance

DECEMBER 13, 2018

Reward programs still have an important part to play in this effort; but they are only part of the picture. YouGov data from the UK shows that even the youth demographic – supposedly disloyal – thinks that points programs “are a good way for brands to reward customers and 59% think all brands should offer one.”.

Loyalty 45

Loyalty Trends Loyalty Programs Rewards Programs 45

Kitewheel

MARCH 4, 2019

Enormous budget airline brands and luxury hotel chains alike are seeing increased competition. Power reported higher consumer satisfaction than ever – largely due to increased seat sizes and cheaper fares. At a hotel check-in, there is almost always a look-up-and-confirm process before checking them in.

Travel 40

Travel Hospitality Customer Journeys Examples 40

CSM Magazine

FEBRUARY 1, 2024

It may include everything from answering phones at a hotel to providing social media support for a large corporation. In these places, no matter how great the product is, the service affects the consumer’s view of the company. Customer service is a broad term that covers a large number of tasks.

Net Promoter Score 52

Net Promoter Score How To Social Media Self Service 52

Currency Alliance

FEBRUARY 26, 2019

An example of effective alignment of strategy with tactics include Australia’s Coles Supermarket chain and its flybuys reward program. This past summer, the supermarket decided to offer reward points to customers who bring their own re-usable carrier bags. Choice Hotels’ Smart Privilege scheme is another good example.

Loyalty 45

Loyalty Strategy Loyalty Programs Hotels 45

SurveySparrow

JUNE 22, 2023

It allows guests to see wait times for attractions, order food, and even unlock their hotel room, ensuring a hassle-free experience at their parks. Tesla Sector: Automotive Tesla has completely revolutionized the car-buying experience with their direct-to-consumer sales model. The Disney app provides a perfect example of this effort.

Customer Journeys 52

Customer Journeys Examples Customer Experience e-support 52

Currency Alliance

NOVEMBER 14, 2019

Hotels need to get rid of tiny plastic shampoo bottles (or prove that they are better than alternatives). People are increasingly aware of ‘greenwashing’ brands, which claim environmental credibility without acting, so it’s critical that operating practices and program design are fully aligned with messaging. CEO Glenn Fogel said….

Loyalty 40

Loyalty Trends Hotels Loyalty Programs 40

Currency Alliance

APRIL 15, 2024

Many loyalty program members will now be accustomed to similar liquidity enhancements, such as exchanging your American Express Membership Rewards Points into Avios or Bonvoy. Remember, your loyalty goal is not to issue the maximum number of points, but for the maximum number of customers to see joining your program as worthwhile.

Loyalty Programs 52

Loyalty Programs Loyalty Airlines Banking 52

Currency Alliance

OCTOBER 29, 2019

The following quote baffles my mind: According to IRI Worldwide, 74% of consumers globally choose a store based on its effective loyalty programme.[i]. If 74% of consumers choose a store based on their loyalty program, then why do few loyalty programs have more than 25% of their customers participating? They may be worth.5

Loyalty 40

Loyalty Loyalty Programs How To Hotels 40

Currency Alliance

JUNE 11, 2017

From the customer perspective, it amounts to a Revolution – where brands are finally giving into what has been a ‘peaceful demonstration’ gaining momentum for several years – namely that it is too difficult to accumulate much value among so many incompatible loyalty point currencies/programs – so consumers quit.

Loyalty 52

Loyalty Loyalty Programs Multi-Channel Rewards Programs 52

Currency Alliance

JULY 24, 2018

The anecdotes revealed some interesting themes, and they should make for useful learnings for airline and hotel brands. During the past 20 years, I´ve stayed in hundreds of IHG hotels and amassed hundreds of thousands of loyalty points. Since then, over 200 hotels that were not IHG have had my custom instead. Travel-Sick. “I

Travel 40

Travel Course Customer Experience Airlines 40

Currency Alliance

MARCH 21, 2019

Responsys , a cloud-based Campaign Management platform particularly prevalent in the airline industry, has been adopted by the Landmark Group of consumer brands to avoid this problem. For example, a hotel chain could define a rule that granted 2% of a customer’s total spend in the form of points. Maintain competitive edge.

Loyalty 58

Loyalty Banking Loyalty Programs CRM 58

Qualtrics

APRIL 22, 2020

Life as we knew it before COVID-19 will take time to return, and even when it does we’re likely to be in a ‘new normal’, as the crisis impacts consumer behaviors going forward. Food and beverage companies, cruise lines, airlines, and hotels are facing some unique challenges as people are forced to stay home.

Hospitality 29

Hospitality Retail Rewards Programs ROI 29

Currency Alliance

JUNE 16, 2020

While travel and retail brands have made a lot of progress in the last 24 months, the bulk of innovation has come from other consumer sectors – including media businesses, entertainment, and telecoms providers, which in recent years appeared to regard loyalty as a lost cause. What really stood out is which brands were pulling off these feats.

Loyalty 52

Loyalty Innovation Travel Loyalty Programs 52

Currency Alliance

FEBRUARY 10, 2020

Broadly speaking, most of the chains’ loyalty efforts have been in proprietary, albeit digitalized versions of the original S&H program: collecting in order to redeem for rewards, some digital couponing, and pushing out offers via a mobile app. Town Lodge Hotels. consumer goods (Fitbit). Musica (entertainment).

Loyalty Programs 52

Loyalty Programs Loyalty How To Hotels 52

Currency Alliance

JUNE 19, 2019

When I last converted a hotel currency into United Airlines MileagePlus, it took three or four business days. Vast sums of reward value were issued at a blanket rate of 1-3% – but because many of the points would never be redeemed, the projected cost was considered minimal. This is a huge problem for the consumer.

Loyalty 49

Loyalty Loyalty Programs Gamification Airlines 49