CSM Magazine

MARCH 14, 2025

As consumer habits shift and expectations grow, brands face increasing pressure to create loyalty programs that feel personal, relevant, and rewarding. Here, we will explore the latest strategies shaping loyalty programs in 2025 and what they mean for your brand. This affects everyone.

Loyalty 52

Loyalty Trends Strategy Loyalty Programs 52

Kayako

AUGUST 12, 2022

eMarketer estimates that by 2024 almost 20% of total retail sales will be via eCommerce, and that estimate does not include travel and event ticketing or restaurant food delivery. What consumers really want is personalization in the customer service experience. 66% of consumers expect brands to understand their individual needs.

Customer Service 292

Customer Service Ecommerce Effort Score e-support 292

ECXO

JUNE 11, 2023

How do they consume content? It’s the foundation for building brand loyalty, adoption and providing customers with an unforgettable, consistent experience. How do they consume content? This has again resulted in improved customer satisfaction and increased loyalty. How have they changed since the pandemic?

B2B 390

B2B B2C Touchpoint Customer Journeys 390

InMoment XI

FEBRUARY 7, 2024

Out of nowhere, citizens were flocking in droves to distant lands, as travel by plane, sea, and car surged. The coming year is no exception, as consumers across the globe plan to make travel a priority, despite ongoing economic uncertainty. Instead, 71% of consumers expect personalization from the businesses they choose.

Hotels 195

Hotels Guest Experience Travel Social Media 195

Customer Bliss

AUGUST 29, 2019

In today’s digital age, never before have consumer journeys and expectations been so diverse. Exceptional CX is memorable and good news travels fast. Consumers are more likely to share positive interactions with companies than negative ones. Consumers are attracted to companies who honor them. What did they order?

Customer Journeys 227

Customer Journeys Customer Experience Case Study Consumers 227

GetFeedback

NOVEMBER 25, 2019

Consumer Shipping: 78%. Internet Travel Services: 78%. Learn how to use the CSAT metric, boost loyalty, and prove the ROI of your efforts. Ambulatory Care: 77%. Apparel: 79%. Athletic Shoes: 79%. Automobiles and Light Vehicles: 82%. Banks: 81%. Breweries: 85%. Cellular Telephones: 79%. Computer Software: 79%. Credit Unions: 81%.

Customer Satisfaction 293

Customer Satisfaction Industry Effort Score Apparel 293

ijgolding

NOVEMBER 13, 2014

I have always described Ryanair as ‘the brand we love to hate’ Famed for its ‘no frills’ approach, for years, millions of consumers decided that despite the appealing cost, the un-acceptability of the Ryanair experience was a big turn off. Grateful for any past, present or future customer of Ryanair.

Brands 249

Brands Airlines Financial Travel 249

InMoment XI

JANUARY 17, 2024

With today’s travelers raising their expectations while being exposed to a seemingly unlimited number of hospitality solutions, it is critical that operators deliver experiences that reflect the lives of their customers. A memorable and positive guest experience drives customer satisfaction and fosters customer loyalty.

Guest Experience 195

Guest Experience Trends Hospitality Customer Journeys 195

GetFeedback

JANUARY 19, 2020

All done via Expedia, because it gives me one place to handle all travel arrangements, and provides a very nice app to remind me what I booked along with directions, phone numbers, and more. . Notice that this sample map is for “Jane,” a consumer looking for a health plan. Break the journey into major touchpoints. purchasing). .

Customer Journeys 365

Customer Journeys Touchpoint Survey Measurement 365

NetBase

APRIL 14, 2020

People are talking about travel – and it’s not all about boycotts or travel bans, which of course makes for salacious news in and of itself. People Love to Travel. It seems the travel industry is in the news constantly these days, as consumers dispute everything from airline fees to cruise ship nightmares.

Travel 81

Travel Airlines Social Media Consumers 81

Currency Alliance

JUNE 1, 2020

This isn’t just a casual observation, but a sign of a widespread consumer trend which every loyalty marketer should be thinking about. Consumers are becoming a lot more deliberate in their pursuit of pleasure – but also a lot more deliberate in other spending categories. One year ago, there might have been 2 people in 50.

Loyalty 72

Loyalty Consumers Marketing Loyalty Programs 72

ijgolding

SEPTEMBER 18, 2014

We have been more than willing to furnish a consultant’s letter to confirm the above and his inability to travel. Channels Communication Channels Customer retention and loyalty Recovery Social Media Travel accessible Aer Lingus Brian Ward customer empathy customer experience emotional facebook functional Ryanair'

Airlines 211

Airlines Travel Social Media Course 211

Oracle

MARCH 18, 2021

Among the hardest hit of all pandemic-affected economies, the travel industry continues to endure unimaginable financial losses. billion individuals to travel abroad. Travel loyalty reimagined. Travel loyalty programs matter to consumers, and so do their responses to the pandemic. Let’s face it.

Loyalty Programs 62

Loyalty Programs Travel Loyalty Brands 62

ijgolding

FEBRUARY 3, 2015

We are living in a world where consumer expectation is changing as rapidly as ever before. All around the world, this change in consumer expectation […]. New technology is enabling people to do what they want, when they want to do it, wherever they happen to be. We crave speed, simplicity and consistency in our interactions.

Hotels 120

Hotels Case Study Study Travel 120

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

Lumoa

APRIL 24, 2018

For organizations just starting out with CX, NPS is a good gauge of loyalty. For example, if they worked for the travel sector, it would make sense to ask NPS. On the positive side, NPS provides a consistent methodology to measure consumer affinity for a brand. Chip Bell Customer Loyalty Keynote Speaker, Trainer, Author.

System 317

System Effort Score NPS Net Promoter Score 317

Optimove

MARCH 30, 2023

To find out, we did what we always do in these situations: fielded a consumer survey. You know, like we did on  consumer trust ,  marketing fatigue ,  holiday shopping , and more. Let’s start with the bottom line: Most consumers, at 78%, plan to spend the same or less for summer items compared to 2022, and only 22% plan to spend more.

Consumers 94

Consumers Omni-Channel Retail Travel 94

TechSee

OCTOBER 7, 2024

Cost Savings and Sustainability Impact Visual intelligence reduces the need for technician dispatches, trimming operational costs while also lowering carbon emissions associated with travel. Customer Retention and Environmental Responsibility Improved first-call resolution rates of up to 30% lead to higher customer satisfaction and loyalty.

ROI 124

ROI First Call Resolution Travel Return on Investment 124

InMoment XI

JULY 26, 2024

These services are essential for maintaining a positive perception of your business in the eyes of consumers. Here are a few reasons why reputation management services are essential: Customer Trust and Credibility: Consumers are more likely to trust a business with positive reviews and a strong online presence.

Brands 195

Brands Management Social Media Competitive Advantage 195

ijgolding

OCTOBER 16, 2014

Before I share the story, I must point out that at a time when Customer Effort is being ever more discussed by organisations, I am hearing and reading stories every day that seem to suggest that the poor consumer is being subjected to ever increasing amounts of unnecessary ‘waste’! My blood pressure was rising by the minute.

Customer Retention 287

Customer Retention Customers Customer Journeys Travel 287

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

ijgolding

NOVEMBER 25, 2014

I travel regularly with Virgin trains – their Wi-Fi has not worked properly for the last couple of years – it is Soooooo frustrating!!! Our need for Wi-Fi has become so critical that most consumers see it as a basic requirement when interacting with organisations – unfortunately, many businesses do not quite see it that way.

Social Media 212

Social Media Hotels Entertainment Retail 212

C3Centricity

OCTOBER 1, 2019

We all know how extremely demanding consumers have become in recent years. hotel #travel #leisure #CustomerSatisfaction Click To Tweet. How do you treat your own customers, consumers and clients? It was therefore his philosophy to do limited market research and never to ask the advice of consumers on his innovations.

Customer Satisfaction 245

Customer Satisfaction Hotels Marketing Customer Centricity 245

GetFeedback

JANUARY 21, 2019

Without knowing what your customers want, it’s impossible to develop valuable content that generates brand loyalty and business leads. In fact, 2018 study by Clutch revealed that 73% of consumers made a purchase based on marketing content they’ve viewed. The better your content, the bigger impact you’ll have on the bottom line.

Survey 210

Survey Marketing How To Infographics 210

GetFeedback

JUNE 10, 2019

Real-time survey responses give management the ability to recover customers instantly, helping to reduce churn and improve loyalty. Surveys are also a way for a brand to present itself in front of consumers. The further the label is from the field, the more the user’s eye has to travel back and forth to avoid making a mistake.

Feedback 199

Feedback Survey Conference Airlines 199

Joe Rawlinson

SEPTEMBER 23, 2024

Promo giveaways are a tried-and-tested strategy for boosting customer loyalty. Consumer NZ highlights that nearly 90% of New Zealanders are shifting towards more conscious shopping practices in response to rising living costs and environmental concerns.

Loyalty 78

Loyalty Apparel Wireless Travel 78

Thematic

FEBRUARY 24, 2025

Companies that actively apply customer insights boost retention, loyalty, and competitive advantage. Personalization boosts loyalty and revenue through data-driven insights. Studies show that 73% of consumers will switch to a competitor after multiple bad experiences, and more than half will leave after just one.

Strategy 62

Strategy Customer Experience Social Media Handbook 62

inmoment

OCTOBER 25, 2018

This time I’ll delve into the second theme: Loyalty. I’ve heard a lot of CX and marketing pros declare the old-school type of loyalty — “faithfulness to which one is bound by pledge or duty” according to Merriam-Webster — is dead. Consumers are loyal to what and where they find value.

Retail 75

Retail Loyalty Trends Consumers 75

TechSee

FEBRUARY 5, 2019

Increasingly tech-savvy consumers now have a greater ability – and desire – to handle issues on their own terms, and the providers which embrace this trend will be able to reap the rewards. The user effectively becomes the hands of the equipment supplier, boosting satisfaction and engendering long-term loyalty. Power to the People.

Trends 173

Trends Customer Experience Self Service ROI 173

Interactions

MAY 20, 2021

With travel restrictions decreasing and consumers feeling more comfortable leaving their homes, this summer will see a rebound in traffic after a year-long hibernation. According to new research by Zapwater Communications , 65% of Americans are looking forward to traveling again, both internationally and domestically.

Hospitality 62

Hospitality Travel Brands Self Service 62

Michelli Experience

NOVEMBER 8, 2017

In her Forbes.com article titled How Gratitude Advances Marketing and Business, Cheryl Conner notes that business leaders should: Go for gratitude first, and loyalty will follow. But two-thirds of marketers view loyalty programs as a way for consumers to demonstrate their loyalty to brands. Gratitude and Business.

Customer Experience 113

Customer Experience Loyalty Programs Consulting Loyalty 113

DCX

FEBRUARY 16, 2025

Whether it’s through unexpected details, sensory immersion, or rethinking the ordinary, the best brands understand that experience is the real currency of loyalty. Source Verizon’s 2024 Consumer Connections Report Why it matters: Technology is reshaping relationships, family life, and daily experiences. Let’s dive in.

Video 52

Video Airlines Travel Connections 52

ShepHyken

JANUARY 20, 2020

How to Run a Customer Loyalty Program by ThriveHive. ThriveHive) This article will give you a run-down on the basics of customer loyalty marketing and programs, how they work, and how you can use them to retain more customers with your business. Loyalty Trends in 2020: How Will This Year Be Different? by Wise Marketer Staff.

Customer Service 95

Customer Service Loyalty Programs Effort Score Self Service 95

Calabrio

OCTOBER 19, 2022

Since the weather postponed travel, our team added a half day to the conference. Brand Guardianship Is Key to Consumer Loyalty. The State of the Contact Center Report 2022 revealed that consumer loyalty is fleeting which directly impacts brand revenue. Anything less than this will hurt brand loyalty.

Connections 147

Connections Contact Center Analytics Travel 147

Helen Dewdney

NOVEMBER 8, 2021

You’d think I would have got round to writing a review of his book Watchdog – the Consumer Survival Guide by now! But better late than never… Watchdog The Consumer Survival Guide *. It has a number of sections, such as shopping, renting, bills, looking after your home, travel and cars. Affiliate link.

Consumers 66

Consumers Travel Analysis Course 66

Currency Alliance

DECEMBER 17, 2019

This is the blog version of our Loyalty Strategy Guide 2020. For a more engaging read, click here to Currency Alliance Loyalty Strategy Guide 2020. There was a mix of good and bad, for loyalty in 2019. The widespread devaluation of loyalty currencies during the past few years brings this into sharp focus.

Loyalty 64

Loyalty Strategy Loyalty Programs Travel 64

CSM Magazine

AUGUST 14, 2020

In the regular world, obtaining customer loyalty is an important goal for any business to achieve. There’s been an understandable drop in disposable income, so consumers are significantly less willing to spend money. For us, it results in more loyalty and trust. But the world we are living in is far from regular.

Loyalty 85

Loyalty Strategy CRM Customer Retention 85