ShepHyken

DECEMBER 4, 2020

If this airline has primarily leisure travelers (i.e. families, vacationers, infrequent travelers) the adoption of this technology will likely be low. This is an example of the “next shiny thing” investment that is not strategic and will have a limited impact on the customer experience of that airline. Consider this seriously.

Roadmap 112

Roadmap Customer Experience Airlines How To 112

Zeisler Consulting

JULY 23, 2024

That takes an awful lot of investigation into your Customers’ insights, identifying the gaps between what you’re telling the world you’re all about and what your Customers are actually getting in the real world. so that every touchpoint lines up with that promise of being easy to use.

Touchpoint 72

Touchpoint Travel Brands System 72

Happy or Not

NOVEMBER 13, 2024

Exceptional customer service goes beyond simply addressing customer inquiries—it involves anticipating needs, personalizing customer interactions, and delighting customers at every touchpoint. Read the full case study here 6.

Examples 36

Examples Customer Service Case Study Hospitality 36

SurveySensum

NOVEMBER 22, 2023

billion active social media customers. If you run a travel blog, for instance, post questions to gather feedback from your followers about their dream travel destinations. This is another way to invite customers to share their thoughts and preferences in a more private and personalized manner. And the best part?

Feedback 52

Feedback Customer Insights e-support Social Media 52

Thematic

MARCH 26, 2025

In particular, customer review analysis helps surface recurring themes and pain points shared in public feedback, giving teams a clearer picture of user sentiment. Without a structured feedback loop, businesses operate in the dark, relying on assumptions rather than real customer insights.

Feedback 62

Feedback Social Media Analysis Survey 62

Currency Alliance

DECEMBER 17, 2019

Top priorities remain: getting all your customer data in one enterprise CRM. incentivizing more touchpoints so that you can build emotional loyalty. being present at more stages in the customer journey. Do more with customer data in 2020. >Data >Data collection: integrate more touchpoints.

Loyalty 64

Loyalty Strategy Loyalty Programs Travel 64

Happy or Not

APRIL 1, 2025

Why capturing feedback at the right moment matters A well-executed customer feedback strategy focuses on capturing responses immediately after the experience, ensuring businesses gather qualitative feedback that reflects genuine reactions. At the same time, the experience remains fresh in the customers mind.

Feedback 36

Feedback Net Promoter Score Effort Score Customer Retention 36

Currency Alliance

OCTOBER 12, 2021

The majority of existing partnerships at big loyalty programs are brokered with one goal in mind: creating more value for the most frequent customers. For airlines and hotel groups, frequent customers are business travelers, so their partner mixes are heavily biased toward fellow travel brands. I’m a case in point.

Loyalty 59

Loyalty Loyalty Programs Airlines Travel 59

Thunderhead

JULY 15, 2019

We must pull insight from (1) all journeys , spanning (2) all touchpoints , and most critically, (3) all time. Covering the full breadth of customer channels and touchpoints (virtual and physical), the potential opened up by an Intent-Driven Journey approach is significant.

Multi-Channel 65

Multi-Channel Touchpoint Customer Centricity Call Center 65

Currency Alliance

MAY 9, 2019

Independent of market positioning, unique customer insight will become the primary competitive advantage. 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.

Loyalty 56

Loyalty Strategy Loyalty Programs Airlines 56

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 using certain channels respond to Fizzback polls in less than 20 minutes, ensuring the business can react quickly.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

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. In loyalty, this can be especially powerful in using distressed inventory to create greater customer value for members, in adjusting margins based on demand, or proactively managing program liability.

Loyalty 52

Loyalty Marketing Airlines Loyalty Programs 52

Currency Alliance

NOVEMBER 17, 2020

We also tend to trust companies less and are overwhelmed with information coming at us via multiple channels – 24/7 – so deploying solutions that help customers save time is key across every touchpoint. putting the customer at the center of your business model. deploying AI to automate touchpoints.

Loyalty 52

Loyalty Trends Loyalty Programs Travel 52

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. What really stood out is which brands were pulling off these feats.

Loyalty 52

Loyalty Innovation Travel Loyalty Programs 52

Kustomer

JULY 22, 2020

Between normal day-to-day life, holiday celebrations, traveling and gift buying, consumers don’t want more of their time taken up by customer service. According to recent Kustomer research, 77% of customers expect their problem to be solved immediately upon contacting customer service. Immediate Service.

Self Service 53

Self Service Omni-Channel e-support Banking 53

Currency Alliance

JANUARY 18, 2021

Ask any traveler checking into a hotel after an exhausting business meeting, a white-knuckle flight, or a surprise marriage proposal. Companies will also need to improve the methods they use for capturing it, and – most important – the infrastructures/methods to reliably extract accurate customer insights that improve engagement.

Hospitality 52

Hospitality Loyalty Industry Hotels 52

Optimove

MAY 25, 2023

You can develop cross-sell strategies specific to each group by creating targeted customer segments. For instance, you might identify a segment of business professionals who frequently travel and offer them international roaming packages or unique data plans designed for remote work.

Multi-Channel 52

Multi-Channel Strategy Customer Journeys Touchpoint 52

Kustomer

MAY 19, 2021

And since your omnichannel strategy connects all your channels, data on customer interactions travels with the customer and moves as easily between channels as they do.”. Companies can then work to provide a simplified experience as customers effortlessly switch between channels without ever having to repeat their inquiries.

Omni-Channel 54

Omni-Channel Self Service Engagement How To 54

Currency Alliance

APRIL 10, 2021

The 40-60% of less frequent customers are a far larger commercial opportunity. Capture exclusive customer insight. Your proprietary data tells you a lot about your most frequent customers. Non-purchase touchpoints might include your customers: mentioning your brand in a positive way on social media.

Loyalty 52

Loyalty Marketing Loyalty Programs Touchpoint 52

Think Customers

JULY 29, 2022

Every time customers interact with a customer service representative, do a keyword search, click through a brand’s website, or engage other touchpoints, they’re giving hints about their interests and intentions. Having the right information on hand also reduces wait times, costs to serve, and increases customer satisfaction.

Data 59

Data Apparel Automotive Tourism 59

Currency Alliance

FEBRUARY 10, 2021

Non-purchase touchpoints might include your customers: mentioning your brand in a positive way on social media. Rewarding non-transactional touchpoints increases the customer’s lifetime value. Grocery chains tend to have high frequency and high monthly spend, so they can reach 60-75% customer participation.

Loyalty Programs 52

Loyalty Programs Loyalty How To Touchpoint 52

Currency Alliance

FEBRUARY 26, 2019

Partners: optimize the mix to appeal to a broader array of customers. Emotional loyalty: add incentives along many touchpoints in customer journeys. For example, maximizing customer Lifetime Value (LTV) might be the primary objective. A useful set of segments might include: For Travel. Define the strategy.

Loyalty 45

Loyalty Strategy Loyalty Programs Hotels 45

Currency Alliance

DECEMBER 1, 2020

In short, the open-loyalty structure could poise its partners to get ahead of fulfillment, by providing them the insights to operate virtual, individual warehouses, each personalized for that loyalty member and ready to go. For example, imagine that you sell travel, insurance, clothing, household goods or food.

Loyalty Programs 52

Loyalty Programs Loyalty Multi-Channel Hotels 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. Burn touchpoints in a redemption ecosystem.

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. Burn touchpoints in a redemption ecosystem.

Loyalty 52

Loyalty Loyalty Programs Ecommerce Touchpoint 52

Wootric CX Blog

FEBRUARY 14, 2019

She was tapped to look after the customer experience as a whole as company growth accelerated. Her She is a customer journey expert whose analysis of customer feedback at key touchpoints has led to product and service enhancements that have delighted customers. Angus Yang. Melinda Gonzalez.

Customer Journeys 67

Customer Journeys Consulting Customer Experience Professionals Chief Customer Officer 67

Currency Alliance

JUNE 11, 2017

This means merchants and travel suppliers will be able to capture useful data insights from a much larger set of customers, who again start identifying themselves at the point of sale.

Loyalty 52

Loyalty Loyalty Programs Multi-Channel Rewards Programs 52

SurveySparrow

SEPTEMBER 18, 2023

When they see that their efforts result in happier customers, it boosts their morale and job satisfaction. Enhancing Brand Reputation Word of mouth travels fast. When you consistently provide excellent customer experiences, your reputation as a customer-centric brand grows. How Can SurveySparrow Enhance Your CX?

Metrics 52

Metrics Net Promoter Score Customer Experience Customer Journeys 52

SurveySensum

MAY 2, 2024

From shaping product development to empowering employees, building trust, and boosting loyalty, a well-oiled closed feedback loop is the secret weapon that elevates customer experience to new heights. It’s a dynamic process where customer insights aren’t just collected. But what exactly is a Closed Feedback Loop?

Examples 52

Examples Customer Service Social Media Loyalty 52

SurveySparrow

JULY 5, 2022

When every interaction that a customer has with your brand is excellent, it means that your experience design is great. Every single touchpoint is pivotal. The customer insights you gather from your experience design strategy is based on real-world experiments. Airbnb offers a great experience for travelers.

Gamification 52

Gamification User Experience Travel Apparel 52

Currency Alliance

MARCH 21, 2019

More agile, affordable, and powerful loyalty platforms are now top priority for brands as they seek to build the richest customer insight, and enable differentiation in an increasingly crowded loyalty landscape – where gaining customer attention will be a major bottleneck.

Loyalty 58

Loyalty Banking Loyalty Programs CRM 58

Currency Alliance

FEBRUARY 10, 2020

Customers understand this, and they have demonstrated they are willing to allocate share of wallet and share their data in exchange for the value of greater personalization, recognition and positive experiences. travel (Budget car rental, Velocity). That makes your program seem a lot more worthwhile to people who aspire to travel.

Loyalty Programs 52

Loyalty Programs Loyalty How To Hotels 52

Qualtrics

APRIL 28, 2020

“Our entire journey to Qualtrics started with a simple idea: that it was probably interesting to ask our customers on the website what their experience was like,” says Kristian Brunnenberger Andersen, Director of Customer Insights at Tryg. Using website feedback to create breakthrough experiences.

Insurance 29

Insurance Call Center Comparison Feedback 29

Chattermill

SEPTEMBER 11, 2019

They’re shaking up the entertainment industry and offer a blueprint for delighting customers. Imagine if you clicked on to your favourite travel website you could book a stay, in a hotel in your preferred type of room. So tailoring your touchpoints becomes invaluable. Share customer insights company wide.

Customer Experience 76

Customer Experience Touchpoint Entertainment Customer Journeys 76

Thematic

MARCH 12, 2025

Imagine knowing exactly what your customers want, what frustrates them, and what keeps them coming back—all without them having to spell it out. Well, the good news is, you don’t need psychic powers—just customer insights and analytics. If you want to know how they do this, keep reading.

Analytics 62

Analytics Customer Insights Loyalty Programs Analysis 62

CSM Magazine

OCTOBER 18, 2024

This shift has placed personalization at the forefront of successful business strategies, transforming how companies interact with their customers across every touchpoint. For instance, when a customer reaches out to a support team, CRM tools can instantly provide the agent with a comprehensive view of the customer’s journey.

Loyalty 52

Loyalty Customer Experience CRM e-support 52

Currency Alliance

AUGUST 16, 2019

In the case of Tesco and Pizza Express, the customer can double or triple the perceived value of points on a meal voucher, while Pizza Express knows the net discount they are taking on incremental revenue is well below the contribution margin from serving additional guests. But how many of those ‘partnerships’ share customer insight?

Loyalty 40

Loyalty Brands Loyalty Programs Airlines 40