InMoment XI

SEPTEMBER 1, 2022

How Is Customer Retention Measured? At InMoment, we frequently sit down with brand executives and look at real-time metrics that show how much revenue has been recovered due to their closed loop program. So, if you aren’t working purposefully to keep those customers, it’s likely they will go somewhere else.

Customer Retention 195

Customer Retention How To Customer Journeys Telecommunications 195

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

BirdEye

APRIL 1, 2025

It also encompasses collecting new reviews, measuring guest sentiment, and acting on insights to improve the guest experience. To actively shape your hotels online reputation and use it as a strategic lever to drive more bookings, earn loyalty, and position your hotel as a top choice in your area.

Hotels 52

Hotels Management Guest Experience Hospitality 52

Currency Alliance

JUNE 1, 2020

Of course, after decades of increasingly easy and affordable travel, no consumer’s ambitions will stop with an ice-cream cone. Loyalty marketing is a mix of science and art, but in its most basic form, loyalty programs are a value exchange. to keep entertained and occupied.”[ii]. It is making people more deliberate.

Loyalty 72

Loyalty Consumers Marketing Loyalty Programs 72

Gravy Analytics

MAY 14, 2019

Here are a few ideas of how Coach can use location intelligence to better connect with their target consumers and measure the results of their latest campaign. Knowing that Coach customers are ‘Health Nuts’ and ‘Business Travelers’ might inspire new designs for gym or overnight bags. Measure Campaign Performance.

Fashion 68

Fashion Advertising Travel Loyalty Programs 68

DCX

DECEMBER 29, 2024

Sometimes, the biggest breakthroughs come not from adding more but from questioning the basics—how we measure success, connect with customers, and design experiences. Whether you’re designing a loyalty program or trying to jazz up your digital experience, take a page from Whoop’s playbook. Go check it out.

NPS 52

NPS Gamification Effort Score Customer Centricity 52

Currency Alliance

JUNE 16, 2020

Many of the entrants to this years’ Loyalty Magazine Awards were as adept with data and technology as marketers in many other disciplines. Of course, the Awards entrants are only a tiny sample from industries that have hundreds or even thousands or loyalty programs. Hybrid points programs.

Loyalty 52

Loyalty Innovation Travel Loyalty Programs 52

ENGAGE.cx

MARCH 2, 2017

As consumers, we don’t have to look much farther than our own smart phone to realize that even the newest loyalty programs don’t really work. A recent study by Accenture suggests that 90% of brands employ some kind of loyalty program. Using myself as the example, I have 3 loyalty apps on my phone.

Loyalty 40

Loyalty Measurement Brands Loyalty Programs 40

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

SurveySparrow

JANUARY 5, 2021

They’re not aware of the benefits of employee experience, or they don’t know how to measure the returns on employee experience. That’s why from Google’s pet projects to lego’s AFOL, many popular companies are introducing new programs for their people. . But have you heard the term ROX? .

Employee Experience 52

Employee Experience Measurement Net Promoter Score Effort Score 52

CSM Magazine

JULY 13, 2022

Your customers travel through such touchpoints that result in them buying. They then travel along more touchpoints as they’re nurtured for repeat purchases and, later on, brand loyalty. Establish brand loyalty – Customers have numerous touch points between finding your business and becoming loyal customers.

Touchpoint 69

Touchpoint Customer Journeys Self Service Chatbots 69

CSM Magazine

FEBRUARY 5, 2025

Crafting recovery efforts around individual customer needs can transform a negative experience into a loyalty-building moment. For example, if a traveler missed their hotel check-in due to a flight delay, offering a complimentary late checkout or an upgraded room is far more meaningful than providing a generic apology email.

Brands 52

Brands Customer Service Airlines Net Promoter Score 52

Happy or Not

JANUARY 3, 2022

Customers are returning to on-site experiences and spending more on goods such as home equipment due to the decrease in travel. . For example, retailers are using a wide number of systems to follow transaction data, traffic hours, customer insights, loyalty programs, online shopping information or location-based technology. .

Omni-Channel 69

Omni-Channel Ecommerce Loyalty Programs Roadmap 69

Currency Alliance

DECEMBER 4, 2023

Loyalty trends, as we’ve said in our previous years’ trends articles, are interesting to think about – but they are not necessarily reflective of what your own brand should be focusing on in the next year. The article covers the various brands which have joined the Scene+ loyalty coalition.

Loyalty 59

Loyalty Trends Data Marketing 59

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

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.

Loyalty 59

Loyalty Customer Engagement Engagement Airlines 59

SurveySensum

SEPTEMBER 21, 2023

In contrast, Company B chose to focus on retaining its existing customer base by introducing loyalty programs. But there’s a vital step between wanting to retain customers and actually measuring your success – that’s where the Customer Retention Rate comes in. Now, you might be wondering why this matters.

Customer Retention 52

Customer Retention Strategy Gamification Loyalty Programs 52

CSM Magazine

SEPTEMBER 27, 2023

Metaverse technology has conquered domains like gaming and entertainment, travel and tourism, events and conferencing, real estate, healthcare, content creation, and more. More importantly, businesses can measure if they meet market standards, pinpoint improvement areas, and allocate more resources.

Technology 59

Technology Tourism Entertainment Travel 59

Currency Alliance

FEBRUARY 26, 2019

Having benchmarked and talked to hundreds of loyalty programs in the past few months, what we think program leaders ought to be doing during the next 3-6 months is preparing a plan to realign their loyalty program design with the broader business strategy and core value propositions. Customer data: maximize ROI.

Loyalty 45

Loyalty Strategy Loyalty Programs Hotels 45

Retently

MARCH 18, 2019

Well, by far the most effective way to measure customer satisfaction and loyalty is via the Net Promoter Score. By associating a unique customer ID with every customer, you can accurately measure your NPS score and identify customer behavior (Promoters/Detractors/Passives). And that’s no speculation.

Net Promoter Score 127

Net Promoter Score Omni-Channel Company NPS 127

Forrester

JULY 1, 2015

This airline puts emphasis and resources into maintaining an improved experience for their defined priority customer - existing loyalty program members - and doesn't consider the experience for attracting new customers like me into the fold. customer loyalty. measure CX. It doesn't work. Read more Categories: CX Index.

Customer Experience 40

Customer Experience Airlines Loyalty Programs Loyalty 40

Pointillist

MAY 23, 2018

Measure the impact of customer behavior on KPIs (e.g. A global travel company, for example, used journey discovery to focus on the journeys of 20,000 anonymous customers and connect their online and offline behaviors—incremental holiday bookings, email open rates and click-through rates—to create unified journeys. Journey Discovery.

Customer Journeys 90

Customer Journeys Analytics How To Touchpoint 90

SurveySensum

JULY 27, 2023

Customized Product Recommendations Nike takes customized in-store experiences to a whole new level by tapping into customer feedback gathered through in-store surveys and its NikePlus loyalty program. The NikePlus loyalty program is a key pillar in delivering personalized experiences.

Retail 52

Retail Examples Feedback Customer Experience 52

Currency Alliance

JUNE 19, 2019

Independent of individual program achievements, the most important development across the industry has not been in individual technological triumphs, but a hastening structural shift in how brands understand and approach the purpose of their loyalty programs. ING Direct is one of those brands. Kudos to them.

Loyalty 49

Loyalty Loyalty Programs Gamification Airlines 49

Qualtrics

JUNE 26, 2020

With the outbreak of COVID-19 in China early in 2020, Koç Holding started to implement extensive protective measures to prevent any contamination among employees. The findings were so helpful that the company ran two more Koç Pulses over the coming weeks to measure trends and take further actions. What they found.

Sports 46

Sports Hospitality Loyalty Programs e-support 46

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

Currency Alliance

AUGUST 22, 2022

The Points Bank in a loyalty program is the module of software that keeps track of all transactions related to issuing, redeeming, or exchanging points among loyalty program members, partners and other stakeholders. It’s also worth mentioning that points banks can be used in non-points based loyalty programs.

Banking 52

Banking Loyalty Loyalty Programs Airlines 52

Currency Alliance

MARCH 21, 2019

The sea-change in marketing technology is evident in the Gartner CMO survey, which tracked spending across all marketing disciplines: …most of which are rooted in martech solutions, younger than loyalty program management technologies, but all united by the common need to share customer data and use it to drive results.

Loyalty 58

Loyalty Banking Loyalty Programs CRM 58

Currency Alliance

NOVEMBER 14, 2019

Nobody in loyalty could have missed The Times’ headline in October, about the Committee for Climate Change (CCC) proposal to start taxing frequent flyer programs (FFPs), or even to shut them down, under the assumption that they increase flying. These are misguided headlines. This is so true.

Loyalty 40

Loyalty Trends Hotels Loyalty Programs 40

SurveySparrow

JANUARY 13, 2021

The famous Net Promoter Score, which helps to measure your employee engagement and loyalty. But the only difference between NPS and eNPs is, eNPS helps to measure your employee engagement. Measuring your employee engagement or loyalty will let you know how willing they are to work in your company.

Net Promoter Score 52

Net Promoter Score Culture How To Effort Score 52

LiveChat

DECEMBER 27, 2016

If you run a travel agency, Instagram and Facebook are the ones to go with. Just measure the results and watch customers’ feedback to know which one they like the most. Loyalty programs. A loyalty program is a great idea. If you don’t, remember not to create too many channels just because everyone else does.

Marketing 51

Marketing Social Media Loyalty Programs Customer Centricity 51

Currency Alliance

OCTOBER 29, 2019

The following quote baffles my mind: According to IRI Worldwide, 74% of consumers globally choose a store based on its effective loyalty programme.[i]. If 74% of consumers choose a store based on their loyalty program, then why do few loyalty programs have more than 25% of their customers participating?

Loyalty 40

Loyalty Loyalty Programs How To Hotels 40

BirdEye

MARCH 24, 2023

The following are a few tips to encourage referrals: Create a customer loyalty program. Build a strong customer referral program. Set SMART goals SMART stands for specific, measurable, attainable, relevant, and time-bound. Stay in touch with existing customers post-sale to nurture relationships.

Return on Investment 98

Return on Investment Social Media Sales Metrics 98

Currency Alliance

JUNE 11, 2019

The smart ones kept a loyalty strategy even if they eliminated the points, but some foolishly acted as though their rewards program was their loyalty strategy – and threw the baby out with the bath water. Merchants across retail, travel, utilities, healthcare, etc.

Banking 40

Banking Loyalty Consumers Loyalty Programs 40

Currency Alliance

APRIL 23, 2019

Chuck Ehredt sat down with Steve Hoban, who recently returned to the UK after spending 11 years working for Pick n Pay in South Africa, to discuss brand collaboration in loyalty schemes. In such a context, the extra value that a loyalty program can deliver to customers was probably meaningful to many people.

Loyalty 40

Loyalty Marketing Loyalty Programs Brands 40

Currency Alliance

MARCH 30, 2022

Such a simple program quickly revealed invaluable insight into the customer and opened a whole new channel of communication across email, SMS and good old post! but within a few years it had become South Africa’s leading loyalty program. Loyalty departments have not always had easy relationships with CFOs and CEOs.

Loyalty 52

Loyalty Loyalty Programs Airlines Resources 52

SurveySparrow

FEBRUARY 11, 2022

As a bonus, we’ve also listed the best restaurant survey questions you would want to ask your customers to measure their overall satisfaction with your food and the experience they’ve had so far. How far did you travel to visit us today? Are you a member of our loyalty program? How often do you dine at our restaurant?

Survey 52

Survey Loyalty Programs Feedback Travel 52