Storyminers

JULY 6, 2020

Arie is also an effective leader of call center performance improvement projects, and is particularly adept at balancing the company, customer, and frontline perspectives. Augie Ray is a Vice President Analyst covering customer experience (CX) for marketing and CX leaders. Flavio Martins. Jim Tincher.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Currency Alliance

JUNE 11, 2019

In 2017, Santander began an effort to move away from ‘big, molasses segments, like first-time house buyers’ and instead ‘reach people at specific parts of the customer journey with content that ‘was exactly relevant to them at the time’. Such an appreciation of the importance of liquidity (i.e., References. [i] i] [link]. [ii] ii] [link].

Banking 40

Banking Loyalty Consumers Loyalty Programs 40

Currency Alliance

JUNE 16, 2020

The incredible degrees of customer engagement that have been achieved, should inspire and guide the efforts of loyalty marketers in the coming year. Such an approach is going to be all the more important now that airlines’ and hotel chains’ budgets seem likely to be heavily restricted for a couple of years.

Loyalty 52

Loyalty Innovation Travel Loyalty Programs 52

Currency Alliance

AUGUST 15, 2024

This is precisely what loyalty programs were originally designed for, as marketing platforms purpose-built for measuring and incentivizing customer engagement, including when the customer is not shopping with your brand. And, neither knows whether I do any high-end shopping while in London.

Loyalty Programs 52

Loyalty Programs Loyalty Marketing Ecommerce 52

Currency Alliance

MARCH 20, 2020

There’s enough good practice from across the industry, that an enterprising brand could copy the best bits of each, and create truly game-changing customer value with their loyalty program. It’s a relief to finally see big travel programs recognizing this need to get the mid-tail and longer-tail customer engaged. What to do?

Loyalty Programs 52

Loyalty Programs Loyalty Hotels Travel 52

Currency Alliance

FEBRUARY 26, 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. Every sector is different, but if your customer engagement levels are not in the top 10% of your industry, you have work to do.

Loyalty 45

Loyalty Strategy Loyalty Programs Hotels 45

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. The best way to keep customers engaged is by delivering good value, a good experience, and trusting them to make wise, informed decisions. MASTER YOUR CUSTOMER DATA.

Loyalty 64

Loyalty Strategy Loyalty Programs Travel 64

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. I can’t say more due to confidentiality agreements – but stay tuned to this trend.

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. This can produce conflicting and confusing customer experiences. Innovating with scant resources. In recent years, brands have invested more in loyalty.

Loyalty 52

Loyalty Loyalty Programs Airlines Resources 52

Optimove

JANUARY 16, 2024

First, an overview of the State of the CRM Marketing Industry: Since our founding in 2012, we’ve understood that consumers go through a mix of rational, emotional, analytical, and illogical phases in their journey toward making a purchase. Gartner also noted that Customer-Led Marketing is becoming the predominant method.

Net Promoter Score 52

Net Promoter Score CRM Analytics Telecommunications 52

Currency Alliance

DECEMBER 13, 2018

The outcome for the brands which succeed will be in getting 25-50% more customers engaged with their loyalty strategies. This is a terrific waste; whereas dynamically calculated investments in highly personalized experiences promise a far stronger likelihood of a positive ROI. The evolution of loyalty marketplaces.

Loyalty 45

Loyalty Trends Loyalty Programs Rewards Programs 45

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

SurveySensum

JULY 14, 2020

Colin is an accomplished Speaker, a renowned Best-Selling Author, and a Co-Host of a successful podcast, The Intuitive Customer. Rudy Dalimunthe – VP of CX at Tokopedia, Ex Indosat – XL Axiata – Ernst & Young, CX & Customer Engagement Professional. LinkedIn : [link]. Website : [link]. LinkedIn : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Currency Alliance

NOVEMBER 16, 2021

If customer engagement falls off, it becomes exponentially more challenging to influence behaviors among the majority of customers. Few professionals think deeply about the characteristics of a reward catalog, and why they are important in driving customer engagement. Airlines and hotel groups are masters at this.

Loyalty 52

Loyalty Loyalty Programs Ecommerce Touchpoint 52

Currency Alliance

NOVEMBER 16, 2021

If customer engagement falls off, it becomes exponentially more challenging to influence behaviors among the majority of customers. Few professionals think deeply about the characteristics of a redemptions catalog and why they are important in driving customer engagement. Motivation. Management.

Loyalty 52

Loyalty Loyalty Programs Ecommerce Touchpoint 52

Currency Alliance

OCTOBER 29, 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. Higher points value for customers; bigger profits for brands. The value given to customers is not the same as the cost of the points.

Loyalty 40

Loyalty Loyalty Programs How To Hotels 40

Pointillist

MAY 23, 2018

Journey discovery is the best approach to reveal the numerous paths your customers actually take, as they engage with your company across channels and over time. Customer Journey Orchestration: Accordant on Finding a Path to Purchase. How to Optimize Omnichannel Customer Journeys With Customer Journey Analytics.

Customer Journeys 90

Customer Journeys Analytics How To Touchpoint 90

Currency Alliance

NOVEMBER 17, 2020

It allows us to keep customers engaged when business plans fly out the window, due to marketplace calamities, such as the Covid-19 pandemic. Under the microservices model, customer data is in one enterprise CRM that coordinates with one enterprise Campaign Management System to coordinate touchpoints.

Loyalty 52

Loyalty Trends Loyalty Programs Travel 52

Currency Alliance

FEBRUARY 10, 2021

In my opinion, if someone believes they have reached ‘best practice’, then they typically stop thinking about how to create more value for all stakeholders, and simply allow inertia to drive their customer engagement efforts. Push your team to capture exclusive customer insight.

Loyalty Programs 52

Loyalty Programs Loyalty How To Touchpoint 52

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. Uncover the mountains of gold among your mid-tail and longer-tail customers. In fact, your data alone can even be misleading about how customers behave in most of their commercial relations.

Loyalty 52

Loyalty Marketing Loyalty Programs Touchpoint 52