Currency Alliance

JUNE 16, 2020

While travel and retail brands have made a lot of progress in the last 24 months, the bulk of innovation has come from other consumer sectors – including media businesses, entertainment, and telecoms providers, which in recent years appeared to regard loyalty as a lost cause. voucher-based. Great service in unexpected places.

Loyalty 52

Loyalty Innovation Travel Loyalty Programs 52

ShepHyken

JULY 31, 2020

However, Julie goes one step further as it combines effective CX with customer service to help travelers book their rail travel and assist them by pre-filling forms. As Julie’s usage grew by 50%, Amtrak saved $1 million in customer service costs and realized an 800% ROI. Give Personalization with Live Chat.

Customer Experience 109

Customer Experience Customer Service Net Promoter Score Self Service 109

Magellan Solutions

MAY 16, 2021

This is based on Statista’s survey before the pandemic. Whether for business growth, sales or ROI increase. Provides customer with vital human support. Clear up doubts and tailor deals and financial options for customers based on their website activity. Travel with 0.72%. Manufacturing. Healthcare.

Telecommunications 52

Telecommunications Transportation Ecommerce Banking 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

OCTOBER 12, 2020

The slide below shows these spending categories arranged from the perspective of a supermarket loyalty program , but the same theory also applies to a loyalty program in the travel sector. But I still would ensure the points that the customers collect in this open network of partners could be spent on travel.

Loyalty 98

Loyalty Marketing Loyalty Programs Banking 98

Gainsight

DECEMBER 14, 2020

Read on and find out Garin’s “what, why’s, and hows” of customer success at Planview. If you could time travel, what period would you visit? . Using my finance background, I built different ROI models for our board to understand and justify customer success expenditures. Ashvin: Hello, Garin!

Customer Success 52

Customer Success Customer Journeys Chief Customer Officer Guidelines 52

Amity

NOVEMBER 4, 2016

Now, there is certainly some overhead involved in moderating these forums, but this approach allows for practices to be shared across all accounts and all CSMs and if done correctly, can help to create a true sense of community amongst your customer base.

Data 48

Data Travel Case Study Roadmap 48

Currency Alliance

JUNE 11, 2019

Economic cycles aside, though, the real problem is that it attracts entirely the wrong sort of customer. Loyalty programs tend to work great for frequent customers of any brand – especially in travel – but loyalty programs often miss the mark for the mid-tail and longer-tail customer because of fragmentation.

Banking 40

Banking Loyalty Consumers Loyalty Programs 40

BirdEye

MARCH 24, 2023

For example, if you email customers monthly snapshots of their results, include a social media sharing button or link that allows them to share those results with their followers on LinkedIn. Advertising Advertising can increase brand visibility and grow your customer base. It also motivates you to achieve your goals on time.

Return on Investment 77

Return on Investment Social Media Sales Metrics 77

Currency Alliance

DECEMBER 19, 2022

This article will cover the key opportunities for AI in loyalty – and more widely in the travel and retail sectors. Few travel companies have a problem with the quantity of data, but given the many business units in a typical travel company, getting all the right data into a single, logical repository to let AI do its job, remains elusive.

Loyalty 52

Loyalty Marketing Airlines Loyalty Programs 52

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. The article covers the various brands which have joined the Scene+ loyalty coalition.

Loyalty 59

Loyalty Trends Data Marketing 59

Currency Alliance

AUGUST 15, 2024

The most urgent work is really needed with longer-established enterprises such as banks, grocers and travel companies. This could be because the sheer size of their member bases makes them difficult to manage – but also, early generations of loyalty technology restricted the loyalty teams’ ability to collaborate with the wider marketing team.

Loyalty Programs 52

Loyalty Programs Loyalty Marketing Ecommerce 52

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. It will cost you no more than other products or services aggregated in your catalog, and you will discover a great many more rewards that customers genuinely want to earn.

Loyalty 64

Loyalty Strategy Loyalty Programs Travel 64

Call Experts

JULY 14, 2022

You can even organize a community event monthly to promote your business and help your customers learn about new products and services. Remember, the more unique you are, your customers will remember you better. Next, know where you can grow your customer base. . A great HVAC business provides excellent customer service.

How To 10

How To Sales Contact Center Brands 10

BirdEye

APRIL 24, 2023

This enables businesses to optimize their efforts and achieve a better return on investment (ROI) compared to traditional marketing methods. Messaging: B2B messaging highlights factors like cost-effectiveness, ROI, and problem-solving, while B2C messaging focuses on personal benefits like time-saving and lifestyle appeal.

Marketing 65

Marketing Social Media B2C Advertising 65

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

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. This is no longer a bonus for consumers—it’s table stakes.

Travel 45

Travel ROI Entertainment CRM 45

ChurnZero

APRIL 27, 2021

Companies that grow rapidly often have shorter sales cycles, can leverage a high velocity inside sales model that does not require travel, expensive meals, and golf to close a sale. Your customer base, and therefore revenue need to be recurring as well. Customer Success Around the Web.

Customer Success 98

Customer Success Metrics Net Promoter Score NPS 98

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

Currency Alliance

NOVEMBER 1, 2017

However, today, we think enlightened executives realize that expiring points represent frustrated and depresses overall loyalty program ROI. The solution is to simplify the program and/or participate in a larger shared loyalty currency network of partners so customers can earn faster and amass sufficient value to put it to use.

Loyalty 45

Loyalty Loyalty Programs ROI Brands 45

Gainsight

FEBRUARY 2, 2024

It’s expensive, and in many cases, you’ll need a full time employee just to handle the training for a single large customer account. Add in the travel costs and scheduling challenges, and one-on-one consulting soon becomes impossible to scale. You will very quickly begin to see a more informed customer base.

Training 52

Training Course Consulting Software 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

Gainsight

JUNE 10, 2021

Their hard work of moving from proactive motions to predictive action has paid off and is proof of the value of visibility into the customer base. They helped their business and customers not only remain stable, but also thrive during the challenging COVID-19 pandemic economy. . NPS responses grew, and ROI improved.

Software 52

Software Customer Success NPS Leadership 52

BirdEye

DECEMBER 8, 2023

Businesses can use this carpet cleaning marketing approach to directly share promotions, discounts, or limited-time offers with their customer base. It’s a direct and efficient way to communicate with your customer base, fostering loyalty and encouraging repeat business.

Tips 59

Tips Strategy Marketing Social Media 59

Currency Alliance

DECEMBER 13, 2018

share of overall budgets was allocated to marketing personalization[iv], particularly in the biggest loyalty sectors: travel, hospitality & retail. Currency Alliance has often chided crude percentage-based rewards systems as a waste of marketing budget. 2018 saw a 14.2% Deeper marketing integrations.

Loyalty 45

Loyalty Trends Loyalty Programs Rewards Programs 45

Currency Alliance

NOVEMBER 17, 2020

Frequency and basket size are the key variables and most brands simply don’t sell enough of their stuff to get customers to the $25 hurdle if the customer is only earning 1% of the purchase amount in the form of points. To earn $25 in points/miles at 1%, the customer must spend $2,500 per year. travel or luxury goods).

Loyalty 52

Loyalty Trends Loyalty Programs Travel 52

Retently

AUGUST 22, 2018

But, despite all the efforts being made, the industry still falls behind in delighting customers and delivering favorable experiences. Department of Transportation’s Air Travel Consumer Report , there’s a 49.6 For instance, according to U.S. jump in complaints received from consumers about airline services, on a YOY basis.

Airlines 92

Airlines Customer Satisfaction NPS Net Promoter Score 92

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. Of course, this is a huge problem for travel suppliers and merchants because only their top 20% of frequent customers remain active.

Loyalty 45

Loyalty Customer Engagement Engagement Loyalty Programs 45

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

NOVEMBER 16, 2021

In travel programs, redemption options are usually assembled for the most active loyalty program members – who are typically frequent business travelers – with few, lower-value options that appeal to those members who earn only once or twice per year. Management.

Loyalty 52

Loyalty Loyalty Programs Ecommerce Touchpoint 52

Currency Alliance

NOVEMBER 16, 2021

In travel programs, redemption options are usually assembled for the most active loyalty program members – who are typically frequent business travelers – with few, lower-value options that appeal to those members who earn only once or twice per year. Management.

Loyalty 52

Loyalty Loyalty Programs Ecommerce Touchpoint 52

Lumoa

APRIL 24, 2018

For example, if they worked for the travel sector, it would make sense to ask NPS. Steve Towers Customer Experience & BPM Visionary, Keynote Author, Board Advisor & Judge. NPS is often misused to bonus people, creating sub optimal customer experiences and the score begging problem again. blog linkedin twitter Why?

System 338

System Effort Score NPS Net Promoter Score 338

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. ABOUT JOHN PAUL.

Technology 45

Technology Hospitality Hotels Loyalty 45

Pointillist

MAY 23, 2018

Journey discovery reveals how many customers were converted on a new credit card offer after a personalized email, having ignored the offer at first. Real-time personalization is a way to automatically deliver tailored content to each customer based on demographic, firmographic and behavioral data. Real-time Personalization.

Customer Journeys 90

Customer Journeys Analytics How To Touchpoint 90

Experience Matters

APRIL 7, 2015

The ability to provide real-time guidance based on the customer journey transactions and interactions and address personalized customer needs, improving customer loyalty. Customers also benefit from various networking opportunities, one-on-one trainings, as well as top-tier entertainment.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

SmartKarrot

SEPTEMBER 15, 2021

Now, if you are looking at that versus the sales or product-led organizations, I suppose the ROI attached to that is pretty long-term. And if there is a real buy-in, you will see the C-suite reacting too quickly to get the ROI from the customer, which might take 12-24 months to happen. Implementing CS without Strategic Planning.

Customer Success 21

Customer Success How To Metrics Measurement 21

SmartKarrot

APRIL 23, 2020

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. Customer experience concentrates on the here and now, while customer success is focused on making things better in the future, but you need both.

Customer Success 10

Customer Success Customer Experience Effort Score Net Promoter Score 10