InMoment XI

OCTOBER 24, 2024

These platforms focus on improving customer experience metrics such as customer satisfaction, loyalty, and retention. Improved Customer Loyalty Customer engagement platforms increase customer loyalty by making the customer experience engaging and consistent throughout the whole customer journey. Winning in loyalty. ( [link] ).

Customer Engagement 195

Customer Engagement Engagement Omni-Channel e-support 195

InMoment XI

OCTOBER 17, 2024

This question, often presented in a Net Promoter Score (NPS) survey, helps measure customer loyalty. Customer Feedback Questionnaire for Hotels How would you rate your overall satisfaction with your recent stay at our hotel? On a scale of 1-5, how likely are you to recommend our hotel to others?

Feedback 195

Feedback Effort Score Survey Customers 195

Experience Investigators by 360Connext

NOVEMBER 12, 2014

A gentleman who travels extensively and is a top-tier member of a hotel loyalty program was telling me he just wished they’d ask him a few questions. He is often greeted in his hotel room with a bottle of wine and chocolates. A great experience, but for whom? He’s diabetic and doesn’t drink or eat sugar.

Brands 259

Brands Hotels Consulting Loyalty Programs 259

C3Centricity

MAY 20, 2019

It is true that without satisfaction, customers will not return to a hotel or restaurant. Brands that have a high following and loyalty have found a way to consistently engage their fans and keep them coming back. The Rosewood Mayakoba resort, already mentioned above, is one good example of this; the Art Series Hotels are another.

Industry 266

Industry Strategy Hospitality Hotels 266

Steve DiGioia

OCTOBER 8, 2018

It’s not the ROI, the seamless journey between touchpoints, or even the capacity to personalize the product or service we offer. I was standing outside our hotel restaurant one evening and noticed a middle-aged couple walking out of the restaurant. Many service providers have lost sight of what really matters. Case in point….

Hospitality 222

Hospitality Hotels ROI Touchpoint 222

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

InMoment XI

SEPTEMBER 17, 2024

The customer journey is so important because it is the foundation on which customer acquisition and customer loyalty are built. Loyalty Once your customer comes back to you a few times, they’ll start to develop loyalty to your brand. Getting to the loyalty stage takes effort, but loyal customers are the goal of every company.

Customer Journeys 195

Customer Journeys Net Promoter Score Self Service Touchpoint 195

InMoment XI

OCTOBER 4, 2024

From visiting your Instagram page to buying your product, each touchpoint along a customer’s journey contributes to their feelings about your brand and what it offers. As a result, businesses gain valuable insight into customer expectations, which guides strategy on boosting retention and loyalty. It helps enhance customer loyalty.

Customer Experience Management 195

Customer Experience Management Customer Experience Management ROI 195

PeopleMetrics

FEBRUARY 4, 2025

This phase is about choosing the right customer touchpoints to measure, ensuring survey distribution is automated, and getting leadership buy-in. Identify a moment of truth a critical touchpoint where experience can make or break customer loyalty. AI can help later, but first, organizations need a strong foundation.

Effort Score 62

Effort Score Touchpoint Financial Hotels 62

InMoment XI

APRIL 3, 2024

But where customer experience takes every interaction into account, the digital experience focuses more specifically on those interactions that occur with digital touchpoints. In other words, these touchpoints include a broad range of interactions and are constantly growing to encompass an ever-greater portion of the customer journey.

Customer Expectations 195

Customer Expectations Meeting Customer Experience Touchpoint 195

TechSee

SEPTEMBER 24, 2019

On his last trip to London, he stayed at the Lord Rochester Hotel, since his tried-and-trusted Hotel Miranda Grand was overbooked. Delivering a consistent customer experience is imperative for companies that want to drive loyalty. Sam travels often for business. Was this evidence of a successful customer experience strategy?

Self Service 150

Self Service Strategy Customer Experience Hotels 150

GetFeedback

DECEMBER 2, 2019

Focusing on your customers will result in increased loyalty, more positive word-of-mouth referrals, and higher spend from your best customers. Understanding this important segment of customers means creating experiences that continue to earn their loyalty and, in return, their money. First things first.

ROI 195

ROI Customer Satisfaction How To Effort Score 195

Oracle

JANUARY 17, 2019

Unlike customer service, its similar-sounding counterpart, customer experience doesn’t focus on one particular touchpoint. Their conversation discussed fan loyalty and the emotional bond fans form with their favorite teams. “Customer experience is the sum of all interactions with customers across every touchpoint.

Customer Experience 111

Customer Experience Sports Touchpoint Hotels 111

BlueOcean

NOVEMBER 29, 2023

We want to deliver an experience that makes them feel heard, deliver the resolution they need, and inspire long-term brand loyalty. (If As touchpoints continue to diversify with the evolution or emergence of new tools, a great multi experience ensures that the journey is seamless, for both customers and employees.

Contact Center 156

Contact Center Multi-Channel Strategy Self Service 156

ijgolding

SEPTEMBER 14, 2015

Radisson Blu Hotel, Sandton. Da Vinci Hotel, Sandton. The Meikles Hotel in Harare took on that responsibility for him. In a trip of many negative experiences, this was one of the overwhelming highlights – as a result, if you ever happen to be in Harare, you must stay in the Meikles Hotel! British Airways.

Hotels 120

Hotels Communication Customer Experience Travel 120

InMoment XI

MARCH 11, 2024

If the changes positively impact the customer experience, it reinforces positive behavior, loyalty, and satisfaction. Customers appreciate when their feedback is acknowledged and acted upon, leading to increased loyalty and advocacy. If the changes do not have the desired effect or worsen the experience, adjustments may be necessary.

Feedback 195

Feedback Net Promoter Score Customer Experience Social Media 195

TechSee

FEBRUARY 5, 2019

The user effectively becomes the hands of the equipment supplier, boosting satisfaction and engendering long-term loyalty. Busy consumers will therefore come to demand greater synergy between service providers, ultimately enabling them to arrange their entire schedule from a single touchpoint.

Trends 173

Trends Customer Experience Self Service ROI 173

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

Magellan Solutions

JANUARY 19, 2024

Why is a 24-hour front desk hotel essential in modern hospitality? The front desk is the heart of a hotel, managing guest experiences and providing 24/7 hospitality. Discover how this round-the-clock service enhances the charm of your hotel. With our insights, your hotel can enhance guest experiences and streamline operations.

Hotels 52

Hotels Hospitality Guest Experience Travel 52

CX Journey

JANUARY 11, 2018

The difference here is that a true omnichannel experience is interconnected and seamless throughout the entire customer journey, whereas multichannel simply means you have multiple customer touchpoints but fail to connect data across channels to enhance the experience.

Omni-Channel 145

Omni-Channel Communication Social Media Hotels 145

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

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

SurveySparrow

MAY 26, 2022

A hotel guest questionnaire is just what you need. Need for a hotel guest questionnaire. Need for a hotel guest questionnaire. Hotel Guest Questionnaire: Best Practices. What is a hotel guest questionnaire? And there’s no better way to do that than with the help of a hotel guest questionnaire. Say no more!

Hotels 52

Hotels Survey Feedback Hospitality 52

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. Let me re-emphasize: relationships are built by people and through positive experiences across all touchpoints.

Loyalty Programs 52

Loyalty Programs Loyalty Marketing Ecommerce 52

Oracle

FEBRUARY 28, 2019

When it comes to omnichannel customer experience, brands are able boost sales while at the same time improving customers’ experiences at various touchpoints. While he mentioned a few reasons why the luxury retail store’s CX efforts are on point , one particular omnichannel approach stood out.

Omni-Channel 106

Omni-Channel Brands Customer Experience Hotels 106

TechSee

APRIL 10, 2019

Drive Revenue with Great Customer Experience 2017 indicates that after the auto industry and upscale hotels, telecoms has the third highest potential for increasing revenue by improving CX. Drive long-term loyalty? Customer-centricity has been proven to drive repeat business, increase customer loyalty and boost profits.

Customer Experience 154

Customer Experience Strategy Customer Centricity Omni-Channel 154

Thematic

MARCH 30, 2025

Closing the feedback loop delivers that proof—it’s more important than ever for building loyalty and trust. But more importantly, closing the feedback loop directly impacts customer satisfaction, loyalty, and your bottom line. In fact, 41% say brand loyalty is tied to an emotional connection. That silence?

Feedback 62

Feedback Roadmap Effort Score NPS 62

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. The hotel is a dispensary of experiences. A bed is not just a bed.

Hospitality 52

Hospitality Loyalty Industry Hotels 52

Currency Alliance

FEBRUARY 26, 2021

So, with competition across nearly every category, all companies now need a loyalty strategy. Not every company needs a loyalty program with points, gift cards, or other incentives, but very few businesses can survive without a base of loyal customers that makes up 30-50% of recurring total sales. Evolution of businesses’ CX functions.

Loyalty 59

Loyalty Customer Engagement Engagement Airlines 59

Currency Alliance

FEBRUARY 20, 2023

This article on the loyalty rules engine is probably the second-most important article I will ever write on loyalty marketing*. It is the most powerful, yet under appreciated module (or tool) in a loyalty marketing stack of software. This would not require much of a rules engine – since your program has no variation.

Loyalty 52

Loyalty Loyalty Programs Social Media ROI 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. Why hasn’t loyalty? The result is few loyalty initiatives have kept pace with the dramatic changes of customers and their behaviors.

Loyalty Programs 52

Loyalty Programs Loyalty Multi-Channel Hotels 52

InMoment XI

MARCH 27, 2024

A well-crafted automotive reputation management strategy is essential for any auto brand looking to build trust, foster customer loyalty, and thrive in a competitive market environment. Positive perceptions lead to increased sales and customer loyalty, while negative perceptions can harm sales and brand value.

Automotive 195

Automotive Management Social Media Feedback 195

Bill Quiseng

JUNE 14, 2023

Once every week throughout June, I offer each one of the Three Principles to Build Customer Loyalty. To earn customer loyalty, Be the Customer and Create Their Experience. In order to earn customer loyalty, you need to create an experience for each customer. For hotels, offer bottled water at arrival or departure.

Hotels 109

Hotels Loyalty Wait Times Touchpoint 109

Thematic

OCTOBER 30, 2024

It doesn’t matter what industry you’re in – customer experience (CX) is a critical component of customer acquisition, retention, and loyalty. This leads to increased customer satisfaction, loyalty, and retention.

Voice of Customer 62

Voice of Customer Examples Industry Handbook 62

Currency Alliance

MAY 9, 2019

Enter: loyalty marketing. This article describes why a Loyalty Strategy will become the only long-term, sustainable point of differentiation in the mobility portal wars, because sufficient capital will find innovative growth companies and legacy players will eventually learn how to become more agile.

Loyalty 56

Loyalty Strategy Loyalty Programs Airlines 56

ShepHyken

JULY 26, 2019

Your tickets happen to arrive early, and the hotel automatically upgrades your room as complimentary. Every single touchpoint needs to be covered right from the moment they hear about you or found via Google to how easy or difficult it was to purchase things from you. This is the best way to increase trust and loyalty.

Software 120

Software Strategy Company Customer Experience 120

Currency Alliance

MARCH 21, 2019

Loyalty systems were some of the first marketing technology, dating back 35 years. Making the same progress in loyalty has been much more difficult. The typical incumbent loyalty technology platform comprises five core modules: CRM/Analytics Platform. Loyalty Rules Engine. Now, these legacy systems are showing the strain.

Loyalty 58

Loyalty Banking Loyalty Programs CRM 58