Customer Base, Effort Score, Hotels and ROI - Customer Experience Update

How to Prove the ROI of Customer Satisfaction (CSAT)

GetFeedback

DECEMBER 2, 2019

And understanding, leveraging and acting on CSAT scores can absolutely help you get there. It costs five times more to sell to a new customer than to sell to a happy one. Start with measuring your CSAT score as outlined by GetFeedback. Start with measuring your CSAT score as outlined by GetFeedback. First things first.

ROI

ROI Customer Satisfaction How To Effort Score

Loyalty programs: should you issue your own points or miles?

Currency Alliance

APRIL 15, 2024

Plus, many types of points are widely appreciated by customers, and are useful to the brand for scoring different customer actions while influencing behavior. This upsets customers, and is likely to make your brand the ‘bad guy’ in the press and on social media if the restrictions ultimately devalue the points/miles.

Loyalty Programs

Loyalty Programs Loyalty Airlines Banking

Next-Generation Loyalty Marketing (for experts)

Currency Alliance

OCTOBER 12, 2020

Loyalty programs must evolve to keep customers engaged. Points are just an excuse to start a dialog with customers, keep score, and enable an economy based on an incentives currency. It doesn’t matter what type of business you have, you won’t survive without a significant portion of your customers remaining loyal.

Loyalty

Loyalty Marketing Loyalty Programs Banking

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8 Insightful Customer Journey Analytics Examples and Use Cases

Pointillist

MARCH 20, 2020

Customer Journey Analytics Example #2: Measure and Improve CX Customer experience, analytics and marketing professionals across industries report that measuring CX is one of the top five biggest challenges encountered today. The team estimates that rolling out the new automated system to all customers could save $14.1M

Customer Journeys

Customer Journeys Analytics Examples Self Service

Free your mind: Voice of Customer

OpinionLab

MARCH 12, 2015

But if your approach is to merely review what people are saying on your site, you’ll most likely fall into one of the following mindsets: We don’t get enough feedback on the site to be representative of our customer base. I don’t know what a satisfaction score means or how I can affect that positively.

Voice of Customer

Voice of Customer Multi-Channel Feedback Hotels

Consumer banking: money can’t buy loyalty

Currency Alliance

JUNE 11, 2019

Another part of that “something extra” is your own proprietary customer experience. Granted, such efforts have underpinned the early successes of neobank startups. A 2018 study by payments consultancy Optima found that only the Monzo and Starling Android apps allowed customers to do all of the following: log in easily with touch-ID.

Banking

Banking Loyalty Consumers Loyalty Programs

Innovators break the mould, at the 2020 Loyalty Magazine Awards

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. Vodafone may be keeping score behind the scenes with a unit of measure like points, but customers don’t know. Hybrid points programs. Engaging employees.

Loyalty

Loyalty Innovation Travel Loyalty Programs

How loyalty programs enable marketing personalization

Currency Alliance

AUGUST 15, 2024

As a consent-based platform, a loyalty program is arguably the most useful tool for powering a brand’s wider personalization efforts. The customer profiles built around the loyalty program can be used by many different teams, and in combination with many different systems, to drive meaningful engagement that increases revenue.

Loyalty Programs

Loyalty Programs Loyalty Marketing Ecommerce

Make Your Voice of Customer Program Actionable

Pointillist

JULY 5, 2019

But after an initial burst of excitement from obtaining real customer feedback, your CEO wants to know what’s driving the low scores and negative responses. And before even considering your request for increased resources, your CFO wants you to show the ROI of your customer experience initiatives.

Voice of Customer

Voice of Customer Net Promoter Score NPS ROI

Loyalty Strategy 2019: How to Win in the Next Decade

Currency Alliance

FEBRUARY 26, 2019

We believe these trends will occupy most brands’ efforts during 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. Choice Hotels introduced a Book.

Loyalty

Loyalty Strategy Loyalty Programs Hotels

Redemption ecosystems: beyond the loyalty reward catalog

Currency Alliance

NOVEMBER 16, 2021

This is really important, because the lifetime value of a customer that reaches a reward soon after joining a loyalty program, or if one sees they are making good progress towards something aspirational, is typically dozens of times higher. but the effort is also high (perhaps 1-0.8 = 0.2). and a modest effort of perhaps 0.25 (i.e.,

Loyalty

Loyalty Loyalty Programs Ecommerce Touchpoint

Redemption ecosystems: beyond the loyalty redemption catalog

Currency Alliance

NOVEMBER 16, 2021

This is really important, because the lifetime value of a customer that reaches a reward soon after joining a loyalty program, or if one sees they are making good progress towards something aspirational, is typically dozens of times higher. but the effort is also high (perhaps 1-0.8 = 0.2). and a modest effort of perhaps 0.25 (i.e.,

Loyalty

Loyalty Loyalty Programs Ecommerce Touchpoint

It’s (almost) never 1%: how to price loyalty rewards

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

Loyalty Loyalty Programs How To Hotels

Top 150 Global Customer Experience Thought Leaders and Influencers of 2020

SurveySensum

JULY 14, 2020

Aimee Lucas has over 20 years of experience in improving service delivery and transforming customer experiences through employee engagement and customer-centric process improvement initiatives. Principal Analyst, most of her work is focused on research, advisory, and training efforts on shaping the future of experience management (XM).

Customer Experience

Customer Experience Consulting Multi-Channel Leadership

Difference between customer success vs customer experience?

SmartKarrot

APRIL 23, 2020

What is your mood as you settle into your hotel, meet the locals, and explore the food and culture? The feelings you have when you travel versus when you arrive at your destination is a good metaphor for the difference between customer success and customer experience. How CS and CX Works Together.

Customer Success

Customer Success Customer Experience Effort Score Net Promoter Score

Loyalty for CEOs: how to add enterprise value to your loyalty program

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. If you get either of these dimensions wrong, no amount of points will make customers loyal.

Loyalty Programs

Loyalty Programs Loyalty How To Touchpoint

Loyalty Marketing For CEOs: Add Enterprise Value To Your Business

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. If you get either of these dimensions wrong, no amount of points will make customers loyal. Otherwise, they won’t engage, and your marketing efforts will simply be more noise they have to contend with.

Loyalty

Loyalty Marketing Loyalty Programs Touchpoint

Customer Experience Update

How to Prove the ROI of Customer Satisfaction (CSAT)

Loyalty programs: should you issue your own points or miles?

Webinars

Trending Sources

Next-Generation Loyalty Marketing (for experts)

Webinars

8 Insightful Customer Journey Analytics Examples and Use Cases

Free your mind: Voice of Customer

Consumer banking: money can’t buy loyalty

Innovators break the mould, at the 2020 Loyalty Magazine Awards

How loyalty programs enable marketing personalization

Make Your Voice of Customer Program Actionable

Loyalty Strategy 2019: How to Win in the Next Decade

Redemption ecosystems: beyond the loyalty reward catalog

Redemption ecosystems: beyond the loyalty redemption catalog

It’s (almost) never 1%: how to price loyalty rewards

Top 150 Global Customer Experience Thought Leaders and Influencers of 2020

Difference between customer success vs customer experience?

Loyalty for CEOs: how to add enterprise value to your loyalty program

Loyalty Marketing For CEOs: Add Enterprise Value To Your Business

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