ShepHyken

JULY 5, 2021

Experience Hotel Blog) The Experience Hotel team decided to conduct a survey on the impact of the different types of emails you can send to your customers. Experience Hotel analyzed more than 9 million emails they sent to their guests. Even if you’re not in the hotel industry, you’ll find the results interesting.

Customer Service 154

Customer Service Loyalty Programs Hotels Infographics 154

InMoment XI

AUGUST 1, 2024

It includes both positive and negative feelings, like satisfaction, frustration, loyalty, and disappointment. For customer experience leaders, customer sentiment is crucial because it directly impacts customer loyalty, satisfaction, and retention. Why is Customer Sentiment Important? What is Customer Sentiment Analysis?

Measurement 195

Measurement Effort Score How To Hotels 195

Currency Alliance

OCTOBER 12, 2020

That type of simple recognition goes a great way in building loyalty with customers. This presentation is about driving customer engagement, and how the loyalty industry is transforming in order to engage with the mid-tail and long-tail customer. Loyalty programs must evolve to keep customers engaged.

Loyalty 98

Loyalty Marketing Loyalty Programs Banking 98

ProProfs Chat

FEBRUARY 13, 2020

Efforts to retain customers, help you formulate effective loyalty programs that your customers enjoy being a part of. Let’s take a look at customer loyalty statistics and observe the various ways that help a business improve and boost customer loyalty. Customer Loyalty Statistics 2020 You Shouldn’t Miss.

Loyalty 109

Loyalty Loyalty Programs Social Media Retail 109

ShepHyken

JANUARY 25, 2021

It’s prime time for retailers to grow an Amazon-level loyalty program by Tom Caporaso. My Comment: Here’s a great article about customer loyalty. Some loyalty programs are actually marketing programs. Some loyalty programs create emotional connections.

Customer Service 161

Customer Service Guest Experience Loyalty Programs Hospitality 161

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. Personalization comprises four key strategic initiatives.

Loyalty Programs 52

Loyalty Programs Loyalty Marketing Ecommerce 52

SurveyGizmo

FEBRUARY 4, 2021

Loyalty and retention are not the same, but they are definitely related. Loyalty is personal and emotional, while retention is a financial measure, is what Ryan Tamminga, VP of Customer Success at Alchemer, and Vanessa Bagnato, Director of Enterprise Solutions at Alchemer, explained recently in a webinar.

Loyalty 98

Loyalty Net Promoter Score Airlines Hotels 98

Oracle

MARCH 18, 2021

Hotels worldwide were operating at 29% compared to 2019’s occupancy rates of 72%. 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.

Loyalty Programs 62

Loyalty Programs Travel Loyalty Brands 62

Experience Investigators by 360Connext

JANUARY 12, 2015

How can we increase loyalty? You like being loyal to these businesses because they earn your loyalty. They earn your loyalty because of how they make you feel. All loyalty and authentic word-of-mouth marketing results are based on emotion. As an example, I stayed at a hotel monthly in Birmingham, Alabama, for a while.

Loyalty 110

Loyalty Hotels Hospitality Loyalty Programs 110

InMoment XI

JANUARY 17, 2024

Guest experience refers to the overall impression and satisfaction that a guest has during their interactions with a hospitality brand or establishment, such as hotels, restaurants, resorts, and attractions. A memorable and positive guest experience drives customer satisfaction and fosters customer loyalty. What is Guest Experience?

Guest Experience 195

Guest Experience Trends Hospitality Customer Journeys 195

Beyond Philosophy

JUNE 1, 2015

And, what is the impact of loyalty programs on enterprise profitability? Overall, companies with loyalty programs have grown at about the same rate as companies without them; but there is variance in performance value among industries. Key among these are: Integrate Loyalty Into the Full Experience. Use the Data.

Loyalty Programs 60

Loyalty Programs Loyalty Airlines Hotels 60

Currency Alliance

APRIL 15, 2024

Many people assume that operating a loyalty program necessarily implies issuing your own loyalty points or miles. Points and miles are a dominant and popular form of loyalty value. Points and miles are a dominant and popular form of loyalty value. This actually is not true.

Loyalty Programs 52

Loyalty Programs Loyalty Airlines Banking 52

Currency Alliance

DECEMBER 1, 2020

Apart from adapting to mobile apps and ditching plastic cards, the typical loyalty programs in 2020 still operate pretty much the same as they did at the turn of the century. And there are many, many more of these lookalike programs. Why hasn’t loyalty? Why should investing in loyalty be different?

Loyalty Programs 52

Loyalty Programs Loyalty Multi-Channel Hotels 52

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

InMoment XI

OCTOBER 3, 2024

This is a key indicator of your organization’s customer loyalty and success in building lasting customer relationships. Implement Loyalty Programs Implementing a loyalty program can be one of the most effective customer retention strategies that your organization invests in. Why is Customer Retention Important?

Customer Retention 195

Customer Retention Strategy Guest Experience Loyalty Programs 195

Alida

JULY 17, 2017

Loyalty programs, for example, are a great way to ensure a constant flow of insight from your customers. Silicon Valley keynoter, Connie Dieken, brought up the example of Marriott Hotels, who bought Starwood Hotels specifically because of the loyalty of their customers.

Customer Experience 172

Customer Experience Hotels Survey Loyalty Programs 172

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

Currency Alliance

FEBRUARY 10, 2020

One of the earliest loyalty programs came out of the grocery sector. Broadly speaking, most of the chains’ loyalty efforts have been in proprietary, albeit digitalized versions of the original S&H program: collecting in order to redeem for rewards, some digital couponing, and pushing out offers via a mobile app.

Loyalty Programs 52

Loyalty Programs Loyalty How To Hotels 52

ShepHyken

AUGUST 30, 2019

As a matter of fact, 97 percent of consumers say customer service is a big factor when it comes to brand loyalty. Create Loyalty Programs with Enticing Rewards. Another excellent way to sustain customer lifetime value is to create a loyalty program. How do you get them to stay loyal to your business? Conclusion.

Loyalty Programs 109

Loyalty Programs Lifetime Customer Loyalty Poor Customer Service 109

Currency Alliance

JUNE 1, 2020

This isn’t just a casual observation, but a sign of a widespread consumer trend which every loyalty marketer should be thinking about. Loyalty marketing is a mix of science and art, but in its most basic form, loyalty programs are a value exchange. One year ago, there might have been 2 people in 50.

Loyalty 72

Loyalty Consumers Marketing Loyalty Programs 72

Alida

MARCH 27, 2018

At Customers for Life, a recent Vision Critical event in Hong Kong, we immediately felt the grandeur, magnificent presence and ambience of the flagship Mandarin Oriental (MO) hotel in Central Hong Kong as soon as we stepped in. Mandarin Oriental Hotel Group: Not all customers are created equal.

Brands 124

Brands Hotels Rewards Programs Insurance 124

Currency Alliance

MAY 21, 2017

You get to the front of the queue in your local store and the assistant asks for your loyalty card. Hotel group cards. Most consumers belong to many customer loyalty programs, but are not active in a lot of them. Fragmentation of customer loyalty programs doesn’t benefit merchants much, either.

Loyalty Programs 40

Loyalty Programs Loyalty Airlines Hotels 40

Currency Alliance

NOVEMBER 21, 2016

You get to the front of the queue in your local store and the assistant asks for your loyalty card. Hotel group cards. Most consumers belong to many customer loyalty programs, but are not active in a lot of them. Fragmentation of customer loyalty programs doesn’t benefit merchants much, either.

Loyalty Programs 40

Loyalty Programs Loyalty Airlines Hotels 40

ShepHyken

DECEMBER 28, 2020

In contrast to a loyalty program, gifting is a cost effective way to achieve tangible and significant results. This is an interesting article on how a gift can create a psychological impact, increase loyalty and more. My Comment: Here is a fascinating article about loyalty and the customer experience. by By Brenda Fields.

Customer Service 112

Customer Service Loyalty Programs B2B Competitive Advantage 112

Customer Bliss

JUNE 6, 2017

Our conversation charts Brad’s path from consultant to Bain, to Starwood hotels and his groundbreaking work at Peloton. As head of Member Experience, Brad is responsible for retention marketing, member lifecycle and loyalty, community, social media, email marketing, and member. About Brad.

Hotels 149

Hotels Social Media Consulting Loyalty Programs 149

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 82

Hotels Loyalty Programs Customer Service Hospitality 82

ShepHyken

MAY 29, 2023

Top Takeaways: Loyalty programs are used in different industries to attract new customers and retain existing ones. Loyalty programs have now evolved to include enhancing the customer experience. In the recent Achieving Customer Amazement study , 69% of customers say loyalty programs are important to them.

Loyalty 62

Loyalty Loyalty Programs Airlines Hotels 62

Experience Investigators by 360Connext

MAY 24, 2017

Going from one hotel front desk to the next or calling different customer service reps can have very different outcomes. So when a tired guest has certain expectations for checking into a favorite hotel, his brain continues scanning the environment. “ Am I expected to mention our loyalty program anymore?

Hotels 125

Hotels Infographics Loyalty Programs Customer Experience Professionals 125

ShepHyken

JUNE 6, 2018

Loyalty programs promote perks, rewards, elite status and more, which might suggest that not all customers are equal. Now, I agree that loyal customers can receive some type of reward or discount for their loyalty. I notice the same type of behavior happens with airlines and hotels. Are all customers equal?

Airlines 99

Airlines Hotels Loyalty Programs Loyalty 99

Currency Alliance

NOVEMBER 29, 2017

As consumers grow more empowered, with more control and choice than they’ve ever had before, their loyalty to a brand and preference for concentrating their purchasing power becomes even more crucial to merchants. A more useful loyalty program for the customer is one that offers them a loyalty currency that they desire.

Loyalty Programs 40

Loyalty Programs Loyalty Retail Consumers 40

Retently

JUNE 28, 2022

It’s a valuable metric – for most companies and it’s the most valuable metric available for measuring customer loyalty and satisfaction. In addition, it is a nice touch to reach out to those customers who already promote your brand in social media or blogs and offer them a gift to reward their loyalty and willingness to recommend you.

NPS 148

NPS Net Promoter Score Feedback Case Study 148

Currency Alliance

OCTOBER 12, 2021

Loyalty partnerships with complementary brands are the best way to create additional value, for customers and for your business. Depending on the maturity of your loyalty program, you may already have some program partners, or be a partner in somebody else’s program. How loyalty partners co-create value.

Loyalty 59

Loyalty Loyalty Programs Airlines Travel 59

Currency Alliance

OCTOBER 11, 2018

Countless articles have been written about enhancing the hotel customer experience (CX) with technology. The hotel market is becoming more competitive, with a larger share of wallet being spent on a greater variety of services. Happily, this increased competition does not pose an existential threat to the hotel as a business model.

Hotels 40

Hotels Hospitality Loyalty Travel 40

ShepHyken

APRIL 17, 2018

Ushering in the Next Evolution of Brand Loyalty and Customer Experience. What does the future of brand loyalty look like? Top Takeaways: In the past, it was enough for loyalty programs to offer a “punch card” with a buy-nine-get-one-free approach. </span> .

Loyalty Programs 79

Loyalty Programs Loyalty Hotels Brands 79

Currency Alliance

DECEMBER 17, 2019

This is the blog version of our Loyalty Strategy Guide 2020. For a more engaging read, click here to Currency Alliance Loyalty Strategy Guide 2020. There was a mix of good and bad, for loyalty in 2019. The widespread devaluation of loyalty currencies during the past few years brings this into sharp focus.

Loyalty 64

Loyalty Strategy Loyalty Programs Travel 64

InMoment XI

OCTOBER 4, 2024

As a result, businesses gain valuable insight into customer expectations, which guides strategy on boosting retention and loyalty. Here is how customer experience management helps make that possible for you: It enhances customer retention and loyalty. It helps enhance customer loyalty.

Customer Experience Management 195

Customer Experience Management Customer Experience Management ROI 195

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. are now ripe for inclusion in loyalty coalitions. are now ripe for inclusion in loyalty coalitions.

Loyalty Programs 40

Loyalty Programs Travel Loyalty Airlines 40