InMoment XI

JANUARY 17, 2024

With today’s travelers raising their expectations while being exposed to a seemingly unlimited number of hospitality solutions, it is critical that operators deliver experiences that reflect the lives of their customers. These include online travel agencies (OTAs), social media, mobile apps, and brand websites.

Guest Experience 260

Guest Experience Trends Hospitality Customer Journeys 260

Bold360

DECEMBER 8, 2016

A funny thing happened when researchers asked consumers and marketers associated with the travel industry how they viewed the industry’s well-known loyalty programs. How to retain these customers? That’s not to say that loyalty programs are not an important element in the retention strategies toolkit.

Customer Retention 40

Customer Retention Strategy Social Media Loyalty Programs 40

SurveySensum

JANUARY 26, 2024

Ensuring a Positive Industry Reputation : Word of mouth travels fast, especially in the digital landscape. Encourage satisfied customers to leave positive reviews on platforms like Google, Yelp, etc, or industry-specific review sites like G2 for SaaS products. So, what strategies do you need to use at this stage?

Customer Journeys 52

Customer Journeys Social Media Touchpoint Tips 52

NobelBiz

JUNE 29, 2021

It’s critical to design a typical customer journey based on the identified personas in order to react to all of these changes. The customer journey is defined as the path traveled and activities done by a prospect or client from the moment he or she recognizes a need until the purchase act.

Customer Journeys 52

Customer Journeys Customer Experience Contact Center Omni-Channel 52

SurveySparrow

JANUARY 7, 2021

Whether your customers shop for their own need or on behalf of their organization, they simply expect a memorable interaction with the brand. After the pandemic, every brand is becoming customer-centric. Building an engaged customer base requires internal effort. During this crisis, online shopping is booming massively.

Customer Engagement 52

Customer Engagement Engagement Chatbots Effort Score 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. The article covers the various brands which have joined the Scene+ loyalty coalition.

Loyalty 59

Loyalty Trends Data Marketing 59

Talkdesk

JULY 31, 2017

I travel to Japan, to Europe, and I see this innovation happening across all segments across the globe. In the large enterprise they are now coming up with a person who has the title of Chief Customer Care Officer, or Chief Experience Officer. What do you hear from customers about proactive service?

Innovation 42

Innovation Omni-Channel Average Handle Time Contact Center 42

Talkdesk

JULY 31, 2017

I travel to Japan, to Europe, and I see this innovation happening across all segments across the globe. In the large enterprise they are now coming up with a person who has the title of Chief Customer Care Officer, or Chief Experience Officer. What do you hear from customers about proactive service?

Innovation 40

Innovation Omni-Channel Average Handle Time Contact Center 40

SurveyGizmo

FEBRUARY 4, 2021

For an organization that truly wants to become customer-centric, then they need a strategy for building customer loyalty. And building a loyal customer base should be one of their goals when launching a VoC program. Striving for a superior customer experience should go hand-in-hand with your VoC program.

Loyalty 98

Loyalty Net Promoter Score Airlines Loyalty Programs 98

SmartKarrot

JULY 6, 2022

It’s crucial to consider your organization’s travel requirements for the workforce. Additionally, travel expenses were virtually eliminated from budgets due to the pandemic. With a united vision of a customer-centric strategy, marketing, sales, customer service, and even developers can benefit.

Chief Customer Officer 10

Chief Customer Officer Self Service Roadmap Customer Success 10

SurveySensum

FEBRUARY 20, 2024

Brand Example : Starbucks often surprises customers with free drink vouchers or extra loyalty points as a gesture of appreciation for their patronage. Surprise Rewards : Surprise and delight customers with unexpected rewards or perks. This could include targeted discounts, exclusive deals, or customer loyalty programs.

Customer Satisfaction 52

Customer Satisfaction Self Service Strategy Customer Journeys 52

SurveySensum

FEBRUARY 20, 2024

Brand Example : Starbucks often surprises customers with free drink vouchers or extra loyalty points as a gesture of appreciation for their patronage. Surprise Rewards : Surprise and delight customers with unexpected rewards or perks. This could include targeted discounts, exclusive deals, or customer loyalty programs.

Customer Satisfaction 52

Customer Satisfaction Self Service Strategy Customer Journeys 52

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. Accelerating customer-centricity.

Loyalty 52

Loyalty Trends Loyalty Programs Travel 52

Currency Alliance

MAY 9, 2019

We discovered 6 years ago that during the customer’s trip, the most value we could provide after selling the airline ticket was to show alternative mobility options in the traveler’s destination. The customer appreciated our help in navigating unfamiliar environments safely, while still having an element of choice.

Loyalty 56

Loyalty Strategy Loyalty Programs Airlines 56

SurveySensum

AUGUST 24, 2023

has streamlined and optimized repeated tasks and has also helped brands reduce customer effort. Bank of America’s Virtual Assistant, ‘ ERICA ’ embodies the synergy of AI and customer-centricity. This cutting-edge tool guides customers through account-related tasks, from resetting passwords to disputing charges.

Self Service 52

Self Service Brands Effort Score Airlines 52

Currency Alliance

FEBRUARY 10, 2021

If a new CEO replaced you tomorrow, and had no previous connection to the current loyalty program, what changes do you think she would make? We hear loyalty leaders state all the time that they have embraced ‘best practices’. That’s right, loyalty programs should be a profit center.

Loyalty Programs 52

Loyalty Programs Loyalty How To Touchpoint 52

BirdEye

DECEMBER 8, 2023

Design attractive door-to-door flyers – This humanizes your brand with a personal touch and reaches potential customers directly in their homes. Vehicle branding – This acts as a moving billboard and increases visibility as the vehicles travel through different neighborhoods.

Tips 59

Tips Strategy Marketing Social Media 59

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. How to Improve Customer Experience Using Journey Analytics. How to Create a Single Customer View to Deliver Better Customer Experience. Journey Mapping.

Customer Journeys 90

Customer Journeys Analytics How To Touchpoint 90

LiveChat

DECEMBER 27, 2016

Customer service. Many customers leave a company because of poor customer service. To change that you need to implement a more customer–centric culture at your company. Forrester’s Customer Experience Index 200 , companies with a customer centric culture have a higher valuation compared to their competitors.

Marketing 51

Marketing Social Media Loyalty Programs Customer Centricity 51

Currency Alliance

APRIL 10, 2021

If a new CEO replaced you tomorrow, and had no previous connection to the current loyalty program, what changes do you think she would make? As CEO, the time you can dedicate to your loyalty program is probably close to zero. Most loyalty programs report how many members they have. referring friends.

Loyalty 52

Loyalty Marketing Loyalty Programs Touchpoint 52