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. When conducting a recent touchpoint inventory workshop, the client was surprised when I pressed for what their brand promise really was. A great experience, but for whom?

Brands 259

Brands Hotels Consulting Loyalty Programs 259

InMoment XI

FEBRUARY 7, 2024

Out of nowhere, citizens were flocking in droves to distant lands, as travel by plane, sea, and car surged. The coming year is no exception, as consumers across the globe plan to make travel a priority, despite ongoing economic uncertainty. Each traveler is different, with unique needs, preferences, and motivations for travel.

Hotels 195

Hotels Guest Experience Travel Social Media 195

GetFeedback

JANUARY 12, 2020

What’s behind the improved performance is what some call the “loyalty effect.” Great experiences lead to higher levels of customer loyalty which, over time, not only increases revenue growth but also reduces costs. . Because the core value proposition is affordable travel. . Customer touchpoints vs. journeys.

Customer Journeys 221

Customer Journeys How To Touchpoint Airlines 221

ijgolding

APRIL 9, 2020

For over eight years now, I have been travelling around the globe, sharing knowledge with people on how to deliver the customer experience (CX) as robustly and effectively as possible. So, we are dealing with a touchpoint that can’t pick up the request. It has been an amazing, if not exhausting, journey. All-in-one CX solution.

Customer Journeys 312

Customer Journeys CRM Technology Groups 312

Experience Investigators by 360Connext

APRIL 27, 2021

Consider what customer-centric brands are doing to earn customer loyalty. Travel your customer journey , and look for quick fixes. Every touchpoint in the customer journey is an opportunity to make a lasting impression. Don’t stop with just your industry. Stay in touch with trends and predictions. Step 2: Improve.

Customer Journeys 291

Customer Journeys Customer Experience Culture Sports 291

ECXO

MAY 16, 2024

The touchpoints of the customer journey, i.e., the various occasions when a customer comes into direct or indirect contact with the organization, product, service, or brand, constitute the customer journey and are key to influencing the customer experience. Employees are often the first touchpoints that customers have with the company.

Customer Centricity 207

Customer Centricity Leadership Customer Journeys Touchpoint 207

CloudCherry

MARCH 19, 2019

NPS was always meant to be a proxy for true customer loyalty, because we didn’t have the means to measure it before. Understanding the paths each segment of customers travel allows DBS to attribute differences in customer income to differences in CX. Does it actually move the needle? Don’t delay the process.

Financial 218

Financial Metrics Customer Journeys NPS 218

Win the Customer

DECEMBER 23, 2024

Implement personalized recommendations, proactive support, and tailored communication strategies across all customer touchpoints. Conclusion: AI is revolutionizing the customer service landscape, offering unprecedented opportunities to improve customer satisfaction, efficiency, and loyalty.

Customer Service 59

Customer Service Social Media e-support Travel 59

CSM Magazine

JULY 13, 2022

Each one is a chance for you to nurture their interactions towards a sale, referred to as customer touchpoints. Optimizing your customer touchpoints can lead to stronger brand loyalty, more revenue, and improved sales. A customer touchpoint is any interaction a customer has with a business, from first learnings to repeat sales.

Touchpoint 69

Touchpoint Customer Journeys Self Service Chatbots 69

Thematic

FEBRUARY 24, 2025

Companies that actively apply customer insights boost retention, loyalty, and competitive advantage. Analyze customer interactions across multiple touchpoints. Personalization boosts loyalty and revenue through data-driven insights. So, how do you turn insights into action? It’s all about strategy.

Strategy 62

Strategy Customer Experience Social Media Handbook 62

Maz Iqbal

NOVEMBER 11, 2014

This almost always involves looking at way of reducing customer effort at specific touchpoints e.g. call-centre, or specific customer interactions e.g. when buying something. The experience of membership, of community, of being in it together, of participation, of loyalty, of honest dealing between network and its customers?

Travel 107

Travel Case Study Customer Experience Leadership 107

Lumoa

APRIL 24, 2018

For organizations just starting out with CX, NPS is a good gauge of loyalty. For example, if they worked for the travel sector, it would make sense to ask NPS. Chip Bell Customer Loyalty Keynote Speaker, Trainer, Author. It think NPS has done a great job of elevating the topic of customer loyalty to C-suite conversations.

System 317

System Effort Score NPS Net Promoter Score 317

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

Sam travels often for business. Delivering a consistent customer experience is imperative for companies that want to drive loyalty. Channel consistency: With so customer touchpoints and channels, seamless omnichannel experiences allowing customers to move back and forth from one device to another are vital. Will Sam be back?

Self Service 150

Self Service Strategy Customer Experience Hotels 150

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

rethinkCX

JANUARY 27, 2025

Ron is a seasoned BPO and customer experience (CX) sales leader with extensive global experience across industries such as retail, travel, healthcare, banking, technology, and gaming. Ron highlights how AI-powered analytics and automation have improved decision-making, while ensuring consistency across all customer touchpoints.

Roadmap 52

Roadmap Healthcare Call Center Travel 52

BirdEye

APRIL 1, 2025

Today, hotel review management is no longer a reactive taskits a strategic, revenue-driving function that directly impacts occupancy, guest loyalty, and long-term profitability. Reviews build brand loyalty and guest retention Every thoughtful response to a guest review signals that youre listening and care.

Hotels 52

Hotels Management Guest Experience Hospitality 52

NetBase

MAY 23, 2019

How does social listening impact customer care in one of the most experiential categories – i.e., Travel & Hospitality? Social listening clues you in to the issues that are top-of-mind for travelers, as well as which matter most. The post Travel Customer Care Excellence, Informed by Social Listening appeared first on NetBase.

Travel 56

Travel Customer Care Hotels Touchpoint 56

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

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

DCX

JANUARY 19, 2025

From Delta’s seamless travel concierge to Dutch Bros’ culture of care, these stories remind us that great CX doesn’t just happen—it’s designed. Obsess over details: From the user interface of your website to the packaging of your product, every touchpoint matters.

Travel 52

Travel Customer Centricity Culture Brands 52

InMoment XI

SEPTEMBER 1, 2022

Deploy Microsurveys at Key Touchpoints: Get customer feedback in the moments that matter. Why Is Customer Retention Important? Recover Customers Effectively. Calculating the Value of Customer Retention Using Customer Lifetime Value (CLV).

Customer Retention 195

Customer Retention How To Customer Journeys Telecommunications 195

ijgolding

SEPTEMBER 26, 2017

Passengers who needed to travel at as low a cost as possible were able to have their basic needs met by what has now become the world’s largest international airline – a phenomenal achievement. Every customer journey will contain a significant number of touchpoints that represent the BASICS.

Airlines 76

Airlines Touchpoint Customer Journeys Travel 76

Wired and Dangerous

AUGUST 3, 2020

For today’s customer consistency, reliability, and making a strong emotional connection brings value and is the key to building loyalty which drives advocacy and growth! Several years ago we traveled through Europe on vacation with our family. We met our oldest son in Copenhagen for the weekend.

Customer Experience 103

Customer Experience Touchpoint Loyalty Travel 103

TechSee

FEBRUARY 5, 2019

The user effectively becomes the hands of the equipment supplier, boosting satisfaction and engendering long-term loyalty. Life’s a journey, and each trip involves interactions with multiple companies from different industries such as travel, hospitality and retail.

Trends 173

Trends Customer Experience Self Service ROI 173

Happy or Not

NOVEMBER 13, 2024

Exceptional customer service goes beyond simply addressing customer inquiries—it involves anticipating needs, personalizing customer interactions, and delighting customers at every touchpoint. This approach is an excellent service model that ensures brand reputation and fosters customer loyalty.

Examples 36

Examples Customer Service Case Study Hospitality 36

DCX

FEBRUARY 16, 2025

Whether it’s through unexpected details, sensory immersion, or rethinking the ordinary, the best brands understand that experience is the real currency of loyalty. Bottom Line Customers expect connected, effortless experiences across all touchpoints. Direct connections build long-term loyalty. Stay ahead of change.

Video 52

Video Airlines Travel Connections 52

Experience Investigators by 360Connext

MAY 19, 2020

Understanding the journey from your employees’ perspective helps provide valuable perspective to encourage retention, loyalty, and even more happiness and fulfillment for the people you make your organization run. Understand those key, critical touchpoints. But WHY should they? Click To Tweet. Encourage lifelong learning.

Connections 143

Connections Gamification Employee Experience Touchpoint 143

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. This year, a continuing key theme in loyalty will be the ability to drive even greater customer value at lower direct cost.

Loyalty 59

Loyalty Trends Data Marketing 59

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

ShepHyken

AUGUST 11, 2024

The experience a company provides is often as important as its products or services when it comes to customer satisfaction and loyalty. And in today’s digitally driven world, there are more customer touchpoints and ways of communicating than ever before, making it imperative to get CX right. But there’s more. Don’t overlook the data!

Self Service 85

Self Service Customer Service Loyalty Programs Travel 85

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. It was a profitable discovery.

Loyalty 56

Loyalty Strategy Loyalty Programs Airlines 56

DCX

FEBRUARY 9, 2025

-Mark This week’s must-read links: Stop Fixing Touchpoints—Fix The Whole Journey One Big Thing: Clearing The Air The Jevons Paradox Enters AI Cigna’s Making Big CX Promises—Will They Deliver? Fixing one touchpoint while ignoring the rest is like putting a fresh coat of paint on a sinking ship.

Touchpoint 52

Touchpoint Self Service Multi-Channel Healthcare 52

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. The functionality in loyalty systems is being broken up.

Loyalty 52

Loyalty Trends Loyalty Programs Travel 52

Currency Alliance

DECEMBER 19, 2022

It has the potential to address a lot of business challenges, and enable many forms of elusive innovation in loyalty marketing. The biggest opportunities for loyalty programs relate to operating more efficiently to reduce cost, and improving personalization. As the saying goes, ‘garbage in, garbage out’.

Loyalty 52

Loyalty Marketing Airlines Loyalty Programs 52

InMoment XI

MARCH 4, 2024

While some may think the Likert scale is only used in academic research, it is a cornerstone of survey strategies across various industries such as travel & hospitality, automotive, and financial services. It is hard to talk about survey methodology and practices without mentioning the Likert scale. What is the Likert Scale?

Comparison 195

Comparison Net Promoter Score Analysis Effort Score 195

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. Nobody granted those loans on a whim.

Loyalty Programs 52

Loyalty Programs Loyalty How To Touchpoint 52