InMoment XI

OCTOBER 29, 2024

Positive customer experiences give rise to six distinct types of loyalty. Happy customers Price-loyal Convenience-loyal Loyal-to-freebies Loyal-to-loyalty program Truly loyal Happy customers have never had reason to complain. Loyalty-program loyal customers appreciate your loyalty rewards more than the products themselves.

Loyalty 195

Loyalty Customer Experience Net Promoter Score Social Media 195

Customer Bliss

JUNE 6, 2018

Within his role, Eric now owns the VoC programs, CX and brand activation team, and the Gold Plus Rewards loyalty program. In the first 6 months of his role, Eric focused on the following: Fixing the measurement program in order to capture the VoC in the right way with the right level of understanding.

Employee Experience 221

Employee Experience Culture Loyalty Travel 221

Up Your Service

MAY 3, 2017

This post makes the same point, but for the travel and hospitality – one of the most traditional “service” industries on the planet. Read on… Customer loyalty is a powerful marketing force that travel and hospitality businesses are always chasing. Turning loyalty members into evangelists.

Hospitality 74

Hospitality Travel Industry Brands 74

ECXO

DECEMBER 25, 2024

Reward Loyalty What to Do: Create loyalty programs that incentivize repeat purchases. Example Action: Launch a tiered loyalty program with escalating benefits to encourage repeat purchases and referrals. Airbnb: Redefining Hospitality Airbnbs growth is a testament to the power of listening to customers.

Customer Experience 156

Customer Experience Customer Journeys Social Media e-support 156

Currency Alliance

AUGUST 15, 2024

This is precisely what loyalty programs were originally designed for, as marketing platforms purpose-built for measuring and incentivizing customer engagement, including when the customer is not shopping with your brand. Somewhere in the middle are hospitality companies. Personalization comprises four key strategic initiatives.

Loyalty Programs 52

Loyalty Programs Loyalty Marketing Ecommerce 52

Oracle

MARCH 18, 2021

And for the most avid travelers engaged in airline, credit card, and hotel loyalty programs, 2020 provided extremely limited opportunities to maintain status, earn points, or redeem travel rewards. Travel loyalty reimagined. Travel loyalty programs matter to consumers, and so do their responses to the pandemic.

Loyalty Programs 62

Loyalty Programs Travel Loyalty Brands 62

Customer Bliss

OCTOBER 11, 2016

He creates innovative programs, products and partnerships that drive engagement, grow share of wallet and accelerate performance. Power-winning guest loyalty program. He initiated and is leading the strategic transformation of HHonors from a program for only frequent travelers to a club more relevant to all travelers.

Chief Customer Officer 0

Chief Customer Officer Hospitality Industry Travel 0

CSM Magazine

NOVEMBER 10, 2023

There is hardly any online or land-based casino that doesn’t offer some kind of a loyalty program, like the iRush Rewards program or any other like this. But do those programs really work, and how? These programs not only aim to keep the dice rolling but also to decode the preferences of the diverse casino audience.

Loyalty Programs 52

Loyalty Programs Loyalty Travel Rewards Programs 52

ShepHyken

DECEMBER 28, 2020

In contrast to a loyalty program, gifting is a cost effective way to achieve tangible and significant results. My Comment: Here is a fascinating article about loyalty and the customer experience. It turns out that loyalty programs that give you points for your business may be taking a second seat to the customer experience.

Customer Service 114

Customer Service Loyalty Programs B2B Competitive Advantage 114

Currency Alliance

MARCH 20, 2020

There are really only four ways to create value for all stakeholders in a loyalty program: maintain low operating costs, and funnel the savings into rewards. add complementary partners in every spending category so the program and the currency are more useful and interesting. Not every loyalty program seems to appreciate this.

Loyalty Programs 52

Loyalty Programs Loyalty Hotels Travel 52

ShepHyken

MARCH 25, 2024

Brands Want Your Loyalty—and Will Offer More Than Points to Get It by Lauren Giella (Newsweek) Loyalty programs offer customers rewards, discounts or other perks when buying from or using the products or services of a certain brand. My Comment: Here is an excellent and robust article on loyalty programs.

Hotels 85

Hotels Loyalty Programs Customer Service Hospitality 85

InMoment XI

SEPTEMBER 1, 2022

Support Teams Consistency: Identify fundamental customer needs and create customized value and benefits Formal Relationship Surveys: Create goal-oriented relationship surveys; look for churn warning signs specific to your business Leverage Loyalty Programs: Leverage your best customers to be your most outspoken advocates.

Customer Retention 195

Customer Retention How To Customer Journeys Telecommunications 195

Currency Alliance

JANUARY 18, 2021

It’s time for hotel operators to re-evaluate how well their ace in the hole – their loyalty program – is enabling every function of their business to deliver more value. Here are three predictions of how loyalty programs must evolve in hospitality. Yet like many hotels, most hotel loyalty programs are homogenous.

Hospitality 52

Hospitality Loyalty Industry Hotels 52

InMoment XI

DECEMBER 10, 2024

Invest in Customer Loyalty Strong customer loyalty is key to reducing churn. Besides improving customer experiences, you can encourage loyalty with rewards and incentives. A good loyalty program goes a long way toward strengthening relationships and increasing customer lifetime value.

Customer Journeys 195

Customer Journeys ROI Net Promoter Score Multi-Channel 195

Customer Bliss

MAY 15, 2019

The day after the store opened, she went over and registered Buddy, signed up for the loyalty program, and made an appointment for his first grooming. Jude Children’s Hospital, on honoring customers (in this case, donors) as assets. Her schnauzer, Buddy, could now be just minutes from care if he needed it.

Case Study 164

Case Study Chief Customer Officer Video Course 164

Customer Bliss

NOVEMBER 23, 2018

Today, I’m replaying one of our most popular episodes from 2018 about the employee experience and building customer loyalty at Hertz with Eric Smuda , VP of Customer Experience and Loyalty.

Employee Experience 143

Employee Experience Chief Customer Officer Loyalty Programs Loyalty 143

Michelli Experience

NOVEMBER 8, 2017

Cheryl also cites research on how customers want loyalty programs to reflect a brand’s gratitude: A study by Kitewheel shows three-quarters of consumers believe loyalty programs are ways for brands to show their loyalty to consumers.

Customer Experience 113

Customer Experience Loyalty Programs Loyalty Consulting 113

Alida

JANUARY 5, 2018

Forrester expects that rather than plowing money into traditional ad spending, CMOs will focus their time and budgets on revitalizing CX to drive affinity and stem churn and to re-engineer loyalty programs to meet customer expectations. CX goes mobile. Not surprisingly, many CX efforts will be mobile.

Marketing 0

Marketing Multi-Channel Advertising Tourism 0

Currency Alliance

SEPTEMBER 17, 2019

In this new content series, we show what a world-beating loyalty program would look like in four different sectors, and discuss the brands currently showing the potential to build that ‘world-beating’ program. First up: the travel & hospitality sector. A world-beating program in travel.

Loyalty Programs 40

Loyalty Programs Travel Loyalty Airlines 40

Currency Alliance

OCTOBER 11, 2018

Mobile check-in can also be deployed to upsell room selection, to offer customized key collection, or can be integrated with a loyalty program to confirm benefits such as lounge-access or free Wi-Fi. Restive guests: understanding hospitality loyalty. Different loyalty drivers apply to different guest demographics.

Hotels 40

Hotels Hospitality Loyalty Travel 40

ShepHyken

MARCH 28, 2022

What Today’s Guests Really Want When It Comes To Hotel Loyalty Programs Might Surprise You by Ellis Connolly. Hospitality Net) Why do so many hotel loyalty programs fail? My Comment: Here’s an interesting take on loyalty programs. Looking at the first stat is intriguing.

Loyalty Programs 66

Loyalty Programs Customer Service Hotels Entertainment 66

Kitewheel

MARCH 4, 2019

Travel and hospitality companies have a difficult job. This despite the fact that 76% of customers tell us that they would be likely or extremely likely to sign up for a brand’s loyalty program if the brand tailored information and experiences based on past behavior. There is huge market pressure to make great deals.

Travel 40

Travel Hospitality Customer Journeys Examples 40

InMoment XI

OCTOBER 4, 2024

A hotel chain implements a loyalty program to reward repeat customers with points that can be redeemed for discounts or other special offers. The program is likely to boost satisfaction and give existing customers an incentive to book rooms in the future.

Customer Experience Management 195

Customer Experience Management Customer Experience Management ROI 195

Experience Investigators by 360Connext

MAY 4, 2015

The conference attracted some of the biggest names in customer centricity from all over the retail, hospitality, and financial service industries. You have loyalty programs, a no-questions-asked refund policy, customer satisfaction surveys, and perhaps even greeters. Customers in your store are given your utmost attention.

Customer Experience 110

Customer Experience Customer Journeys Conference Retail 110

Experience Investigators by 360Connext

JANUARY 12, 2015

In fact, they are 70% more likely to do so if they are part of a loyalty program or “VIP” customers. The ways to increase loyalty AND gain more word-of-mouth traction is to treat your customers fabulously. Plus, I told EVERYONE about it. Say thank you. Don’t assume they know you are grateful.

Loyalty 110

Loyalty Hotels Hospitality Loyalty Programs 110

ShepHyken

OCTOBER 11, 2021

Are Hotel Loyalty and Rewards Programs Enough to Keep Customers Loyal to the Brand? Hospitality Net) The best demonstration of brand loyalty in hospitality and travel, in general, is the share of repeat business. We can learn so much from the hospitality industry. by Max Starkov.

Customer Service 78

Customer Service Hospitality Rewards Programs Self Service 78

ShepHyken

JUNE 6, 2022

My Comment: Regardless of the industry you and your company might be in, a good customer service strategy is to have a “hospitality mentality.” Fred Auzenne- 14 Steps to Creating a Customer Loyalty Program That Works by Anna Duke. My Comment: Here’s a nice “checklist” of ideas to create a successful customer loyalty program.

Customer Service 71

Customer Service Loyalty Programs Hotels Loyalty 71

ShepHyken

DECEMBER 5, 2022

The Top 5 Guest Loyalty Trends and Predictions to Watch for 2023 by Ellis Connolly. Hospitality Net) We are officially on the eve of a new year, already moving through the holiday season at the signature blink-and-you-might-miss-it pace that is seemingly synonymous with this time of year. Personalization is more important than ever.

Customer Service 75

Customer Service Hospitality e-support eBook 75

Forrester's Customer Insights

FEBRUARY 5, 2019

After more than two years of loyalty program limbo and “will they, or won’t they” debates, Marriott unveiled the name of its unified loyalty program: Bonvoy. For Marriott, the stakes […].

Loyalty 44

Loyalty Hospitality Loyalty Programs B2C 44

Comm100

SEPTEMBER 22, 2016

But the true purpose of every support team venture is to create customer loyalty. After all, customer loyalty is what will generate long-term revenue for your company. The following books will help you develop a well-rounded customer loyalty program. by Ryan Levesque.

Customer Service 100

Customer Service Case Study Gamification Culture 100

West Monroe

JANUARY 1, 2024

About the episode How do you connect with and serve patients when they’re not sick or in the hospital? Initially, during the mid-2000s, there was a strong focus on hospital-based medicine, with an emphasis on building hospital-based programs and adopting fee-for-service-oriented strategies.

Healthcare 52

Healthcare Engagement Hospitality Financial 52

Thematic

OCTOBER 30, 2024

Direct customer feedback can provide actionable insights that help retailers enhance loyalty programs. Hospitality and entertainment Like retail, the hospitality and entertainment sectors overwhelmingly operate in a customer-centric ecosystem.

Voice of Customer 62

Voice of Customer Examples Industry Handbook 62

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. Rebalancing loyalty program economics.

Loyalty 52

Loyalty Trends Loyalty Programs Travel 52

Currency Alliance

DECEMBER 17, 2019

But there remain some fundamental things that loyalty programs need to achieve to weather the looming storm that open banking, mobile payments, aggregation models, and other marketplace dynamics will bring. More customers will want to earn more loyalty currencies – which is potentially fantastic for all brands.

Loyalty 64

Loyalty Strategy Loyalty Programs Travel 64

delighted

JUNE 30, 2022

Emma Kimmerly is Partner Marketing Lead at Friendbuy, where she collaborates with leading technology and agency partners to help brands grow through best-in-class referral and loyalty programs. The post Referral programs 101: Driving sales with your happiest customers appeared first on Delighted. About Friendbuy.

Sales 83

Sales Net Promoter Score Loyalty Programs Ecommerce 83

Interactions

AUGUST 7, 2019

With so many options in the travel and hospitality industry available for customers, consistent first-class service will be a vital differentiator to help companies stand out against the competition. The IVA can also personalize offers or upgrades based on past bookings, integrate with loyalty programs, and even make destination suggestions.

Travel 54

Travel Hospitality Wait Times Airlines 54

John Paul

FEBRUARY 28, 2019

This month’s star is Louise, a Concierge VIP working on the customer service team for a large hospitality company. I work on a customer service team for a major actor in the hospitality sector, and the goal is to help the guests of this brand. Read on to learn more about Louise. What do you do at John Paul?

Hospitality 40

Hospitality Hotels Loyalty Programs Loyalty 40