ClearAction

MARCH 20, 2020

Unless you’re acting on the insights in ways that help your whole customer base benefit now and in the future, you’re likely expending a lot of energy and resources without moving the needle significantly. By this she’s referring to customer insights you have on-hand, that have yet to be harvested.

Customer Centricity 62

Customer Centricity 2001 Voice of Customer Customers 62

Currency Alliance

NOVEMBER 17, 2020

putting the customer at the center of your business model. Layering customer-centricity on top implies a single view of the customer – augmented with data from outside your business, and having the tools to make customer insight actionable. The implications of digital transformation include.

2021 52

2021 Loyalty Loyalty Programs Travel 52

ProProfs Chat

DECEMBER 23, 2019

Plus, both the customer support tools allow you to get access to insightful reports that help you understand a customer’s journey hassle-free. Maybe this example will give you better insights: Example: Tap into the power of emotion with Disney Parks, the undeniable leader in creating outstanding customer experiences.

Customer Centricity 96

Customer Centricity Customer Journey Mapping Customers Culture 96

Wootric

MARCH 9, 2021

Now you need to decide how you will survey your customers. Each segment of your customer base probably has a preferred method of communication. If you’re unsure where to start, ask yourself this: Where here are our most important customers interacting with us? Choose Your First Survey Channel . Common options include: .

Feedback 52

Feedback Net Promoter Score NPS Multi-Channel 52

Currency Alliance

JUNE 16, 2020

Most loyalty programs might have 30% of total customers enrolled, but only 10-15% of customers active in the past 90 days. This demonstrates how relatively modest investments can help you tap into a much wider customer base. Engaging employees.

Magazine 52

Magazine Loyalty Innovation 2020 52

Currency Alliance

DECEMBER 17, 2019

a German auto servicing retailer, used data from a range of sources to identify if customers would be returning to a hot car, and target a points-based offer for air conditioner maintenance. By 2025, strive to: get 70-80% of customers active in the loyalty program. But they also represent a fraction of your customer base.

Loyalty 64

Loyalty 2020 Loyalty Programs Travel 64

Currency Alliance

FEBRUARY 26, 2019

The people doing this work are typically called buyers, and they are highly trained merchandizing professionals who get bonuses based on ‘sell-out’ – not cost savings or negotiating prowess. Hotels and airlines have this type of person too, but they are not in the loyalty department. This is a missed opportunity.

Loyalty 45

Loyalty 2019 Loyalty Programs Hotels 45

SurveySensum

MARCH 1, 2024

Delta Air Lines, a major airline, employs benchmarking to assess its on-time performance, customer service, and overall operational efficiency against industry standards. Companies need to implement NPS consistently, gathering feedback at regular intervals to capture the evolving customer landscape.

Net Promoter Score 52

Net Promoter Score NPS Customer Satisfaction Feedback 52

Currency Alliance

NOVEMBER 16, 2021

Airlines and hotel groups are masters at this. They make it attractive to redeem for rooms or seats that will not be sold – so the customer’s perceived value is very high, but the cost to clean a room, or put another body on a plane is very low. This means points that look like they are worth 2 cents to the customer, have a cost of.2

Loyalty 52

Loyalty Loyalty Programs Touchpoint Hotels 52

Currency Alliance

NOVEMBER 16, 2021

Airlines and hotel groups are masters at this. They make it attractive to redeem for rooms or seats that will not be sold – so the customer’s perceived value is very high, but the cost to clean a room, or put another body on a plane is very low. This means points that look like they are worth 2 cents to the customer, have a cost of.2

Loyalty 52

Loyalty Loyalty Programs Touchpoint Hotels 52

Currency Alliance

FEBRUARY 10, 2020

Thanks to supermarkets’ high customer frequency and good data analytics, grocery chains can dynamically apply different points earning levels based on the available margin on each item sold, FMCG/CPG-funded offers, and insight about the share of wallet they are getting from each customer. This is nonsense.

Loyalty Programs 52

Loyalty Programs Loyalty Hotels Travel 52

Qualtrics

DECEMBER 13, 2018

In the 1990’s credit card giant American Express analyzed their customer base and recognized that many of their customers were business professionals who valued points for airlines and hotel stays. Research helps you know and adjust the right feature development list for product optimization and deepen customer insights.

Airlines 33

Airlines Download Hotels Advertising 33

Currency Alliance

AUGUST 16, 2019

From a standing start of zero customer data some 20 years ago, brands became able to incentivize desired behaviors in highly-predictable customer segments. Value, that is, to a minority of highly-frequent, high-spending customers. Value, that is, to a minority of highly-frequent, high-spending customers.

Loyalty 40

Loyalty Insights Brands Loyalty Programs 40

Currency Alliance

APRIL 10, 2021

You might have noticed that several airlines mortgaged their loyalty programs in 2020 for many billions of dollars. The 40-60% of less frequent customers are a far larger commercial opportunity. Capture exclusive customer insight. Your proprietary data tells you a lot about your most frequent customers.

Loyalty 52

Loyalty Marketing Loyalty Programs Touchpoint 52

Currency Alliance

FEBRUARY 10, 2021

You might have noticed that several airlines mortgaged their loyalty programs in 2020 for many billions of dollars. Most business leaders like the idea of their brand participating in wider coalitions; the sticking point for many is the idea that theirs might be the brand where customers earn points, so that they can burn them elsewhere.

Loyalty Programs 52

Loyalty Programs Loyalty Touchpoint ROI 52

Kustomer

NOVEMBER 4, 2021

Data is everything in CX and without the right technology , there really isn’t a great way to gain customer insights. Jarvis explains that having a good CRM has launched his department to great success because it allows them to store and access essential customer information on a whim. There’s a persona that you sell to.

Sports 93

Sports Customers Document Sales 93

CSM Magazine

OCTOBER 18, 2024

With the advent of sophisticated marketing CRM software , businesses can now create highly targeted and personalized campaigns that resonate with individual customers. These tools enable brands to segment their customer base, analyze behavior patterns, and predict future needs with remarkable accuracy.

Loyalty 52

Loyalty E Commerce E-support Touchpoint 52

Currency Alliance

OCTOBER 21, 2024

Company culture and alignment on objectives Most loyalty teams probably start their selection process for new partners based on the business category, i.e., deciding to partner with an airline. Dollar Tree in the USA might align well with Spirit or Frontier Airlines, but probably not with Delta or Marriott.

Loyalty 52

Loyalty Loyalty Programs Hotels Airlines 52