GetFeedback

DECEMBER 2, 2019

Focusing on your customers will result in increased loyalty, more positive word-of-mouth referrals, and higher spend from your best customers. It costs five times more to sell to a new customer than to sell to a happy one. Your satisfied customers spend 15% more with your brand. Recover unsatisfied customers .

ROI 195

ROI Customer Satisfaction How To Effort Score 195

CSM Magazine

JUNE 13, 2024

As hospitality professionals, you’re likely aware that exceptional customer service is no longer just a nice-to-have—it’s a must. Let’s explore some of the latest trends shaping the way hotels enhance guest experiences. Hotels are leveraging technology to create these unique moments.

Hotels 52

Hotels Trends Industry Customer Service 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. On the contrary, the hotel remains a highly valued experience offering.

Hotels 40

Hotels Hospitality Loyalty Travel 40

InMoment XI

OCTOBER 4, 2024

As a result, businesses gain valuable insight into customer expectations, which guides strategy on boosting retention and loyalty. Importance of Customer Experience Management Focusing on delivering a positive customer experience gives you a crucial edge over your competition. Personalize your customer interactions.

Customer Experience Management 195

Customer Experience Management Customer Experience Management ROI 195

InMoment XI

SEPTEMBER 17, 2024

A fully optimized customer journey can help improve your customer experience. Why Is the Customer Journey Important? 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

CSM Magazine

AUGUST 14, 2020

In today’s irregular world you need to make sure your customers are loyal to your brand. Anastasia Tatsenko, Head of Sales and Customer Success at NetHunt CRM explains. In the regular world, obtaining customer loyalty is an important goal for any business to achieve. For us, it results in more loyalty and trust.

Loyalty 85

Loyalty Strategy CRM Customer Retention 85

CSM Magazine

OCTOBER 29, 2024

This feedback can help the compliance team improve communication efforts and ensure that policies align with customer expectations. By actively participating in compliance education and transparency efforts, customer service teams can help build a more trusting and informed customer base.

Measurement 52

Measurement Customer Service Hotels Policies 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. The value can be immediate.

Loyalty 59

Loyalty Loyalty Programs Airlines Travel 59

CSM Magazine

MARCH 19, 2025

Enhanced Customer Satisfaction and Retention By reducing response times and eliminating language barriers, businesses can build stronger relationships with their customers. AI-powered support ensures that customers receive help in their native language, increasing trust and brand loyalty.

e-support 59

e-support Chatbots Competitive Advantage Case Study 59

Currency Alliance

AUGUST 15, 2024

The real purpose of marketing personalization is to maximize marketing engagement and, consequently, customer lifetime value (CLV). This implies being able to determine offers and incentives based on predicted CLV, so that personalization produces favorable business outcomes. Personalization comprises four key strategic initiatives.

Loyalty Programs 52

Loyalty Programs Loyalty Marketing Ecommerce 52

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

Thematic

OCTOBER 30, 2024

But unless you actively seek and listen to what they’re saying and analyze customer behavior, your products and services will likely be out of sync with their evolving expectations. However, raw feedback data taken at face value can miss the mark and lead to flawed assumptions about what customers really care about.

Voice of Customer 62

Voice of Customer Examples Industry Handbook 62

Oracle

FEBRUARY 28, 2019

. “Within six months after an omnichannel shopping experience, these customers had logged 23% more repeat shopping trips to the retailer’s stores and were more likely to recommend the brand to family and friends than those who used a single channel.” Guests can also purchase merchandise through the tool.”

Omni-Channel 106

Omni-Channel Brands Customer Experience Hotels 106

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

DECEMBER 1, 2020

Apart from adapting to mobile apps and ditching plastic cards, the typical loyalty programs in 2020 still operate pretty much the same as they did at the turn of the century. The customer experience has evolved. Why hasn’t loyalty? The result has been impediments to managing customer data efficiently and making it actionable.

Loyalty Programs 52

Loyalty Programs Loyalty Multi-Channel Hotels 52

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. based on supply and demand. But this concept should also apply to the redemption value of loyalty points and miles.

ROI 40

ROI Loyalty Loyalty Programs Hotels 40

SurveySensum

JUNE 25, 2019

Experience management trends keep changing but gaining customer loyalty and acquisition have been the key focus areas for the restaurant industry. Offering exceptional guest experience is on the priority list for successful restaurants or hotels. And the answer is simple – by offering what customers expect.

Guest Experience 75

Guest Experience Management Hotels Return on Investment 75

Comm100

APRIL 25, 2018

In the past, people believed that providing a unique customer service experience was the key to customer loyalty. However, customers rarely frequent your business for exceptional customer experience. The Boston Globe named the tiny company “the industry antidote” to robotic customer service.

Self Service 113

Self Service Company How To Effort Score 113

Lumoa

JUNE 22, 2021

But it all started back in the actually the restaurant bar and hotel business, you know, where you are close to the customer. And you realise that if you, if you don’t have a customer centric mindset, you’re never going to be able to create good experiences and this line of business good experiences is what you live from.

Customer Centricity 195

Customer Centricity Hotels Customer Experience Customer Journeys 195

CSM Magazine

JANUARY 3, 2025

This expansion necessitates robust multilingual customer support to cater to a varied clientele effectively. Multilingual customer support not only bridges language gaps but also enhances customer satisfaction, fosters loyalty, and drives business growth.

Tools 52

Tools e-support Customer Satisfaction Travel 52

Currency Alliance

FEBRUARY 26, 2019

In December 2018, we published what we consider will be the Top 10 Trends in loyalty marketing during 2019. Businesses, their markets, and customer behavior have evolved dramatically in the past 10 years, yet most loyalty programs have only made incremental changes (in some cases to the detriment of customers).

Loyalty 45

Loyalty Strategy Loyalty Programs Hotels 45

Currency Alliance

APRIL 15, 2024

Many people assume that operating a loyalty program necessarily implies issuing your own loyalty points or miles. The optimal points to offer mostly depends on the frequency of engagement your brand has with target customers. Points and miles are a dominant and popular form of loyalty value. This actually is not true.

Loyalty Programs 52

Loyalty Programs Loyalty Airlines Banking 52

Currency Alliance

FEBRUARY 10, 2020

One of the earliest loyalty programs came out of the grocery sector. 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.

Loyalty Programs 52

Loyalty Programs Loyalty How To Hotels 52

Currency Alliance

NOVEMBER 16, 2021

Flexibility around loyalty redemptions is crucial to creating meaningful value for every customer. Rewards that are interesting for less-frequent customers, as well as to frequent customers, motivate every customer to engage more, and increase the share of wallet that they allocate to your brand.

Loyalty 52

Loyalty Loyalty Programs Ecommerce Touchpoint 52

Currency Alliance

NOVEMBER 16, 2021

Flexibility around loyalty redemptions is crucial to creating meaningful value for every customer. Rewards that are interesting for less-frequent customers, as well as to frequent customers, motivate every customer to engage more, and increase the share of wallet that they allocate to your brand.

Loyalty 52

Loyalty Loyalty Programs Ecommerce Touchpoint 52

Currency Alliance

DECEMBER 4, 2023

Loyalty trends, as we’ve said in our previous years’ trends articles, are interesting to think about – but they are not necessarily reflective of what your own brand should be focusing on in the next year. This year, a continuing key theme in loyalty will be the ability to drive even greater customer value at lower direct cost.

Loyalty 59

Loyalty Trends Data Marketing 59

TechSee

JANUARY 24, 2019

Live video support – where service is provided over a live video connection – has proven to be an effective method of driving high customer satisfaction ratings and building customer loyalty through personalized service. Proven track record: The provider should have experience!

Video 141

Video Contact Center Call Flow Financial 141

Currency Alliance

NOVEMBER 17, 2020

2021 will be another year in the long-term journey to become customer-centric, balance the economics of loyalty programs to deliver more value to customers, and ensure the right systems are in place to reduce dependencies on the IT department or vendors. The functionality in loyalty systems is being broken up.

Loyalty 52

Loyalty Trends Loyalty Programs Travel 52

LoyaltyPlus

NOVEMBER 9, 2018

Loyalty programmes or rewards programmes are a major revenue generator in the hospitality industry and keeping operators front of mind, seeing as it is offered to customers who regularly support a company. The key objective is not only to keep the current customer happy, but open the door to new prospective customers.

Hospitality 40

Hospitality Loyalty Industry Airlines 40

Currency Alliance

JUNE 16, 2020

For most of the last decade, loyalty marketing seemed to be on autopilot for many brands – but the tide is turning. Many of the entrants to this years’ Loyalty Magazine Awards were as adept with data and technology as marketers in many other disciplines. Brilliantly, Voxi has spun this very feature into a loyalty driver.

Loyalty 52

Loyalty Innovation Travel Loyalty Programs 52

Currency Alliance

DECEMBER 20, 2022

Until a few years ago, brands would have reacted to an uncertain economy by cutting services that deliver customer value. Some brands will do this in 2023, but actually, the loyalty & marketing industries have learned from recent experience that this costs you money in the long run. embedding loyalty mechanics across the business.

Loyalty 52

Loyalty Trends Innovation Loyalty Programs 52

Currency Alliance

JUNE 19, 2019

This was my second year on the judging panel at the Loyalty Magazine Awards. Really, for those relatively few brands achieving impressive levels of customer engagement, it’s breath-taking how fast the industry has progressed in such a short time. 1. Looking beyond transactional rewards.

Loyalty 49

Loyalty Loyalty Programs Gamification Airlines 49

Currency Alliance

OCTOBER 27, 2017

We have seen tremendous change across many industries during the past 40-50 years, and these changes can help predict the next evolution in the loyalty sector. Unfortunately, the customer loyalty sector has not kept pace. Most loyalty programs still retain largely the same design as 20 years ago.

Loyalty 45

Loyalty Customer Engagement Engagement Loyalty Programs 45

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?

Loyalty 40

Loyalty Loyalty Programs How To Hotels 40

Retently

SEPTEMBER 11, 2018

Besides just losing clients and revenue, low customer satisfaction levels can also harm your brand’s image – especially if certain customer complaints go viral online. For the sake of keeping things simple, we should mention that customer satisfaction metrics are generally also called CX metrics.

NPS 115

NPS Customer Satisfaction Metrics Net Promoter Score 115

Currency Alliance

JUNE 11, 2019

“Extra” was a 4% interest rate which earned the average working family £100-200 a year – the kind of value you can earn from a supermarket loyalty card. Economic cycles aside, though, the real problem is that it attracts entirely the wrong sort of customer. Customers appreciate the free money, but it simply doesn’t make them loyal.

Banking 40

Banking Loyalty Consumers Loyalty Programs 40

Alliance by IFS

FEBRUARY 14, 2019

See why more companies are trading in live support for these conversational agents to deliver greater value to their shareholders and customers. Whether inquiring about your phone bill or checking into your hotel room, you have probably received service through a chat bot by now. Efficiency Gains.

Chatbots 80

Chatbots Report Contact Center Knowledge Base 80