Lithium

SEPTEMBER 29, 2022

Nothing seems to top off a bad travel experience than a flight getting canceled or having a hotel lose your room reservation. The frustrations of dealing with the various customer care teams aren't generally baked into their travel plans. Marketing in new channels to draw in new customers is a delicate dance.

Hospitality 52

Hospitality Brands Travel Airlines 52

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. Empower your store managers, hotel managers, etc. On-Premises Feedback (Geolocation).

Voice of Customer 68

Voice of Customer Multi-Channel Feedback Hotels 68

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. Leadership is about moving your business into the future: understanding what customers will want in 1-3 years – and making changes today that can set your strategy on the right path.

Loyalty 64

Loyalty Strategy Loyalty Programs Travel 64

Currency Alliance

AUGUST 15, 2024

Large brands like Radisson or Marriott strive to engage customers via digital channels from a centrally-coordinated marketing function, while professionals on-premise deliver a personal touch when guests are at a hotel property. For instance, airline miles can widely be exchanged out of hotel programs.

Loyalty Programs 52

Loyalty Programs Loyalty Marketing Ecommerce 52

North Highland

SEPTEMBER 16, 2019

New leads came easily, and an aggressive customer identification and acquisition process wasn’t always necessary. Brands were able to target hotel guests, resort partners, or travelers who enjoyed certain types of destinations or entertainment.

Travel 45

Travel ROI Entertainment CRM 45

Pointillist

JULY 5, 2019

And before even considering your request for increased resources, your CFO wants you to show the ROI of your customer experience initiatives. How Mature is Your Voice of Customer Program? At the end of my 3-day stay, I received an email asking if I enjoyed my stay and would recommend the hotel to my friends and family.

Voice of Customer 45

Voice of Customer Net Promoter Score NPS ROI 45

Currency Alliance

DECEMBER 19, 2022

Today, revenue management systems know 30 days in advance, probably within one standard deviation, how many seats will be empty on any given flight, or how many hotel rooms will go unsold – and so both teams can work more proactively together, to optimize value for the company from that available inventory.

Loyalty 52

Loyalty Marketing Airlines Loyalty Programs 52

ClearAction

MARCH 20, 2020

Unless you’re acting on the insights in ways that help your whole customer base benefit now and in the future, you’re likely expending a lot of energy and resources without moving the needle significantly. VoC ROI is highest when you’re using it to guide prevention of issue recurrence for all customers.

Customer Centricity 62

Customer Centricity Voice of Customer Customers Financial 62

Opinionator

JULY 10, 2020

Hotels and accommodation providers. We think that the more valuable information would be delivered by these non customers. The answers to these would be of huge strategic value to the retailer – likely yielding a higher ROI than confirmation of existing information from customers. Who Uses POS Surveys?

Survey 52

Survey Retail Feedback Hospitality 52

Pointillist

MAY 23, 2018

Real-time personalization is a way to automatically deliver tailored content to each customer based on demographic, firmographic and behavioral data. 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

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. As you prepare for change, simplify everything as much as possible – for the benefit of your team members and your customers.

Loyalty 45

Loyalty Strategy Loyalty Programs Hotels 45

ProProfs Chat

SEPTEMBER 20, 2019

When you acquire a new customer, it costs you five times more than retaining an existing one. You can increase profits from 25-95 % if you increase customer retention by 5%. Your business accomplishes the goal of a higher ROI, as your customers keep on coming back. ProProfs Help Desk is there for you.

Customer Service 68

Customer Service Gamification Airlines Net Promoter Score 68

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

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. In 2024, we expect to see this paying off in the form of greater availability of marketing budget for customer incentives.

Loyalty 59

Loyalty Trends Data Marketing 59

Currency Alliance

APRIL 15, 2024

Consumers will be able to consolidate more loyalty value in fewer currencies, and brands in categories with lower emotional appeal will attract many more customers who want the points/miles of an aspirational brand, such as an airline or hotel group. On the customer side, you’re looking to create the greatest possible perceived value.

Loyalty Programs 52

Loyalty Programs Loyalty Airlines Banking 52

John Paul

JULY 26, 2018

Brands and companies who pay for customer loyalty strategies such as concierge on behalf of their customer or employees, will see services like this emerge as a scalable option for larger groups of people, and those who have invested behind the high-touch service will see increased ROI. Internet of Things (IoT) & Blockchain.

Technology 45

Technology Hospitality Hotels Loyalty 45

SurveySensum

JULY 14, 2020

She is a Certified Customer Experience Professional (CCXP) and Executive Leader experienced in building corporate revenue through a loyal and referenceable customer base. He has been recognized in multiple Top Global CX Influencers” lists and is the co-author of the best seller ‘Smart Customers, Stupid Companies.’

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Currency Alliance

FEBRUARY 10, 2020

To see how valuable these partnerships could be, with proper data sharing, consider a partnership with a hotel. The member may tend to buy white label goods or discount brands – and so the supermarket might assume the customer is always a low spender. Town Lodge Hotels. Musica (entertainment). Net Florist. Engen (fuel).

Loyalty Programs 52

Loyalty Programs Loyalty How To Hotels 52

Currency Alliance

DECEMBER 20, 2022

Similarly with reducing your IT costs: if you swap out expensive legacy IT systems for cloud-based software, you empower your team to get more done at lower cost, and with fewer dependencies on the IT department or vendors. Cutting cost has 2-4 times more impact on ROI than generating incremental revenue. More on this below.

Loyalty 52

Loyalty Trends Innovation Loyalty Programs 52

Currency Alliance

NOVEMBER 16, 2021

Relationships with suppliers, partners, dealing with customer issues, accounting, etc, needs to be proactively managed to optimize ROI. Managing a type of storefront where customers can shop for redemption options and pay with points can be a small or big business activity in its own right. Management. tours or museum visits.

Loyalty 52

Loyalty Loyalty Programs Ecommerce Touchpoint 52

Currency Alliance

NOVEMBER 16, 2021

Relationships with suppliers, partners, dealing with customer issues, accounting, etc, needs to be proactively managed to optimize ROI. Managing a type of storefront where customers can shop for redemption options and pay with points can be a small or big business activity in its own right. Management. tours or museum visits.

Loyalty 52

Loyalty Loyalty Programs Ecommerce Touchpoint 52

Currency Alliance

JUNE 11, 2019

For decades, American Express has allowed customers to use Membership Rewards for hundreds of purposes so each customer can choose what is most valuable to them. They even make the points more valuable when redeemed for aspirational items like hotel nights, than when a customer uses them to reduce their monthly bill.

Banking 40

Banking Loyalty Consumers Loyalty Programs 40

Currency Alliance

OCTOBER 27, 2017

The CFO will obviously have something to say about this, but we are confident a strong business case can be made that restricted liquidity damage long-term program ROI. And, if you enrich the program by being too generous, ROI could go down (not up). More recently the focus has been rewards and experiences in exchange for Big Data.

Loyalty 45

Loyalty Customer Engagement Engagement Loyalty Programs 45

Currency Alliance

JUNE 16, 2020

Most loyalty programs might have 30% of total customers enrolled, but only 10-15% of customers active in the past 90 days. This demonstrates how relatively modest investments can help you tap into a much wider customer base. Engaging employees.

Loyalty 52

Loyalty Innovation Travel Loyalty Programs 52

Grade.us

JUNE 9, 2020

If you are only working with hotels, it’s an uphill battle right now and for the foreseeable future. There’s insurance in diversifying your client base and having at the minimum 2-3 industries that you serve. How to Prove the ROI of Review Management. Potential disadvantages: Are there enough clients in the industry?

Management 27

Management How To Tools Industry 27

Currency Alliance

NOVEMBER 17, 2020

Metro/Makro has little to do with travel, but they want their primary customers – which are actually other businesses such as hotels, restaurants, and catering organizations – to obtain more business, so that they buy more product from Metro/Makro. Of course, the grocery sector also has high frequency.

Loyalty 52

Loyalty Trends Loyalty Programs Travel 52

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 10

Customer Success Customer Experience Effort Score Net Promoter Score 10

Currency Alliance

FEBRUARY 10, 2021

But before we dive into what you need to know (and support) in order to create more value for your company and your customers… Acknowledging certain realities helps build a solid foundation for loyalty. Push your team to capture exclusive customer insight. For example, I may fly to London on Ryanair but stay in a 4-star hotel.

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. Your less frequent customers are probably spending about the same as those customers in your second decile – but with competitors.

Loyalty 52

Loyalty Marketing Loyalty Programs Touchpoint 52

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. For that reason, customer churn rate is a key business metric for enterprises across industries.

Customer Journeys 70

Customer Journeys Analytics Examples Self Service 70

Currency Alliance

DECEMBER 13, 2018

Press releases always have to be taken with a pinch of salt, but this one cited a 70% increase in redemption rate across a 75,000-customer trial – an impressive achievement if it can be scaled across HSBC’s full customer base. Deeper marketing integrations. There are off-the-shelf solutions to help brands do just this.

Loyalty 45

Loyalty Trends Loyalty Programs Rewards Programs 45

Currency Alliance

OCTOBER 21, 2024

That means the mix of partners should include brands that fulfill a functional need, as well as those which are fun for customers to engage with – all while driving improved ROI for your business. Company culture also affects how companies treat and recognize customers.

Loyalty 52

Loyalty Loyalty Programs Hotels How To 52

Wired and Dangerous

MAY 25, 2021

Microsoft is on a mission to move its enterprise customer base away from traditional on-premise software to its subscription-based cloud services. In any case, when choosing between the two options, I recommend that IT decision-makers consult with both internal and external licensing experts when evaluating their options.

Insurance 91

Insurance Policies e-support Government 91