ShepHyken

MAY 30, 2022

This is Where Rewards Programs Lose Most of Their Members by Jenn McMillen. My Comment: If you have a rewards program, is it working? Here you will find some interesting stats and findings about why rewards programs fizzle out, the mistakes companies/brands make, and more.

Customer Service 14

Customer Service Rewards Programs Poor Customer Service Self Service 14

Up Your Service

MAY 3, 2017

For airlines, hotels, resorts and other companies in the travel and hospitality industry, this presents new challenges in terms of managing their reputation. Personalization and memorization deal with the fact that airlines or hotel brands should already know something about who I am and what I like.”.

Hospitality 74

Hospitality Travel Industry Brands 74

Service Untitled

JUNE 16, 2011

Many retailers have recognition and reward programs. Of course the reward programs were started to collect customer data and track spending habits, but don’t we all get tired of our key fobs full of little plastic attachments we need to scan at every store? So how does a business show customers they really care?

Loyalty 43

Loyalty Rewards Programs Hotels Retail 43

CSM Magazine

JUNE 29, 2022

Confidence-Enabling Experiences: The Backbone of Strong Brand Relationships’ is a truly unmissable webinar, featuring insights from senior executives at Nationwide, IHG Hotels, First Horizon Bank & R/GA ! Jolie Fleming, SVP Guest Products & Platforms, IHG Hotels & Resorts. Find out more here! I hope you can join us!

Hotels 52

Hotels Rewards Programs Banking Consumers 52

Kitewheel

MARCH 25, 2019

When someone is having an issue with guest services at a hotel for example, the hotel should not be bombarding them with ads for longer stays. For example, many retailers send a welcome email after you sign up for their rewards program.

Hotels 76

Hotels ROI Customer Journeys Retail 76

Service Untitled

APRIL 14, 2010

Their rewards program provides 2 points for every dollar spent at Nordstrom’s and provides for 1 point when I use the card elsewhere. I can also convert points to miles on many different airlines, and use the points and redeem them at various hotels and Hertz car rentals.

Rewards Programs 41

Rewards Programs Hotels Travel Airlines 41

Beyond Philosophy

OCTOBER 10, 2016

For example, let’s say you went to a hotel where the experience was fine. However, you thought this particular hotel would wow you. You could begin a loyalty and rewards program to keep people coming back. But what if the experience falls short, but only by a little bit? The room was fine, the service was fine, and so on.

Hotels 60

Hotels Rewards Programs Retail Consulting 60

Myra Golden

FEBRUARY 3, 2017

I’m standing at the front desk of a nice hotel in Baltimore. I told the hotel employee that perhaps my very recent booking was the problem. The primary reason I use hotels.com is for the rewards. It takes 10 hotel stays to earn a free hotel night. Trying to get my deserved hotel rewards, I called hotels.com.

Hotels 40

Hotels Management Rewards Programs Travel 40

Bold360

APRIL 27, 2017

Travel and tourism can be difficult areas for retaining customer loyalty, with websites set up exclusively to pit brands against one another on the best deals for hotels and rock-bottom prices on flights. Many businesses in the travel industry have tried out loyalty schemes and reward programs with varied success.

Tourism 56

Tourism Travel Customer Service e-support 56

Kitewheel

MARCH 4, 2019

Enormous budget airline brands and luxury hotel chains alike are seeing increased competition. We’ve put together three powerful use cases, one for airlines, one for hotels, and one that any travel company can put into use, each utilizing a different capability within the customer journey space. This makes sense in some capacity.

Travel 40

Travel Hospitality Customer Journeys Examples 40

CSM Magazine

FEBRUARY 1, 2024

It may include everything from answering phones at a hotel to providing social media support for a large corporation. Supported management in efforts to increase productivity by motivating employees through improved rewards programs. Customer service is a broad term that covers a large number of tasks.

Net Promoter Score 52

Net Promoter Score How To Social Media Self Service 52

Currency Alliance

DECEMBER 13, 2018

Reward programs still have an important part to play in this effort; but they are only part of the picture. YouGov data from the UK shows that even the youth demographic – supposedly disloyal – thinks that points programs “are a good way for brands to reward customers and 59% think all brands should offer one.”. [iii].

Loyalty 45

Loyalty Trends Loyalty Programs Rewards Programs 45

Currency Alliance

FEBRUARY 26, 2019

An example of effective alignment of strategy with tactics include Australia’s Coles Supermarket chain and its flybuys reward program. This past summer, the supermarket decided to offer reward points to customers who bring their own re-usable carrier bags. Choice Hotels’ Smart Privilege scheme is another good example.

Loyalty 45

Loyalty Strategy Loyalty Programs Hotels 45

Currency Alliance

OCTOBER 12, 2021

The best-known loyalty programs are made up of many partnerships – such as United Airlines and Hilton Hotels, or Emirates and Marriott. The majority of existing partnerships at big loyalty programs are brokered with one goal in mind: creating more value for the most frequent customers.

Loyalty 59

Loyalty Loyalty Programs Airlines Travel 59

CSM Magazine

JANUARY 9, 2024

Shell’s Fuel Rewards program allows individuals to earn rewards through the Shell Drive for Five® Credit Card, which enables users to earn five cents in discounts per gallon of fuel purchased at Shell gasoline stations. Users can also earn rebates monthly or have them deposited directly into their accounts.

Transportation 52

Transportation Rewards Programs Report Financial 52

Inbenta

JUNE 30, 2021

Tourism, hospitality, and leisure companies have been extremely touched by the Covid pandemic, with thousands of canceled flights, hotel bookings, and more. TravelClub is the leader reward program in Spain with over 6 million subscribers. Chatbot examples in the travel & leisure industry. TravelClub.

Chatbots 105

Chatbots Examples Self Service Insurance 105

SurveySparrow

JUNE 22, 2023

It allows guests to see wait times for attractions, order food, and even unlock their hotel room, ensuring a hassle-free experience at their parks. From the moment customers buy their tickets, Disney works to make the experience as magical as possible. The Disney app provides a perfect example of this effort.

Customer Journeys 52

Customer Journeys Examples Customer Experience e-support 52

Currency Alliance

NOVEMBER 14, 2019

Hotels need to get rid of tiny plastic shampoo bottles (or prove that they are better than alternatives). People are increasingly aware of ‘greenwashing’ brands, which claim environmental credibility without acting, so it’s critical that operating practices and program design are fully aligned with messaging. CEO Glenn Fogel said….

Loyalty 40

Loyalty Trends Hotels Loyalty Programs 40

Currency Alliance

JULY 24, 2018

The anecdotes revealed some interesting themes, and they should make for useful learnings for airline and hotel brands. During the past 20 years, I´ve stayed in hundreds of IHG hotels and amassed hundreds of thousands of loyalty points. Since then, over 200 hotels that were not IHG have had my custom instead. Travel-Sick. “I

Travel 40

Travel Course Customer Experience Airlines 40

Currency Alliance

OCTOBER 29, 2019

Such ‘loyalty’ programs today are actually just rewards programs: ‘you do this and I will do that.’ This is normally in the form of static rules which apply a flat 1%+/- reward across the board. Hotel rooms forecast to be vacant would be a classic example. Steps to a smarter reward pricing strategy.

Loyalty 40

Loyalty Loyalty Programs How To Hotels 40

Currency Alliance

JUNE 11, 2019

Banks have been in and out of rewards programs for decades – but their focus ebbs and flows depending on the economic cycle as well as the regulatory framework. Compounded in Europe by the slashing of interchange fees, banks have been left with reduced margins from which to carve out rewards value[v].

Banking 40

Banking Loyalty Consumers Loyalty Programs 40

Currency Alliance

MARCH 21, 2019

At its most fundamental, the Points Bank records earning and redemption transactions – so it’s more likely to be required if you have a points/miles based rewards program. For example, a hotel chain could define a rule that granted 2% of a customer’s total spend in the form of points. Maintain competitive edge.

Loyalty 58

Loyalty Banking Loyalty Programs CRM 58

Currency Alliance

JUNE 11, 2017

A few examples – just so readers don´t think I am inventing this – include Amazon Prime (household penetration), Nordstrom (multi-tender), Hilton Honors (redeeming with Amazon), La Quinta Hotels (Redeem Away), Tesco (increased redemption partners), and the list goes on.

Loyalty 52

Loyalty Loyalty Programs Multi-Channel Rewards Programs 52

Qualtrics

APRIL 22, 2020

Customer care – Conjoint/MaxDiff can help improve your support and care operations, with insight into what components of your customer care program are most important to your users, as well as what elements they’d be willing to pay more for. Learn how conjoint analysis and MaxDiff work. Hospitality.

Hospitality 29

Hospitality Retail Rewards Programs ROI 29

Currency Alliance

JUNE 19, 2019

When I last converted a hotel currency into United Airlines MileagePlus, it took three or four business days. Vast sums of reward value were issued at a blanket rate of 1-3% – but because many of the points would never be redeemed, the projected cost was considered minimal. This effort is a marked improvement.

Loyalty 49

Loyalty Loyalty Programs Gamification Airlines 49

Currency Alliance

JUNE 16, 2020

Voxi is the ‘youth brand’ of Vodafone, whose highly successful VeryMe rewards program has previously been praised by Currency Alliance. Currency Alliance was built to enable brands to extend the value of the loyalty programs without disrupting the existing technology platforms. A disloyal generation?

Loyalty 52

Loyalty Innovation Travel Loyalty Programs 52

Currency Alliance

SEPTEMBER 5, 2018

Even though Plenti failed[i], Amex’s effort showed belief in the coalition model by one of the biggest names in reward programs. The “Marriott More” program allows its members to earn and redeem points on everyday retail purchases[iii]. It began as the “frequent flyer program”. You could ask them.

Loyalty 36

Loyalty Consumers Brands Airlines 36

Currency Alliance

FEBRUARY 10, 2020

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. Town Lodge Hotels. Musica (entertainment). Net Florist. Engen (fuel).

Loyalty Programs 52

Loyalty Programs Loyalty How To Hotels 52

Currency Alliance

APRIL 15, 2024

Many loyalty program members will now be accustomed to similar liquidity enhancements, such as exchanging your American Express Membership Rewards Points into Avios or Bonvoy. Remember, your loyalty goal is not to issue the maximum number of points, but for the maximum number of customers to see joining your program as worthwhile.

Loyalty Programs 52

Loyalty Programs Loyalty Airlines Banking 52