InMoment XI

JULY 16, 2024

The result is a robust brand reputation , increased customer loyalty, and ultimately, improved business results. Personalized Customer Interactions Deepening the understanding of individual customer preferences and behaviors is key to personalizing communications and offers. Overlooking it might spell your downfall.

Management 260

Management Social Media Hotels Airlines 260

InMoment XI

JULY 16, 2024

The result is a robust brand reputation , increased customer loyalty, and ultimately, improved business results. Personalized Customer Interactions Deepening the understanding of individual customer preferences and behaviors is key to personalizing communications and offers. Overlooking it might spell your downfall.

Management 260

Management Social Media Hotels Airlines 260

OpinionLab

NOVEMBER 1, 2016

As I spoke with customers and analysts, and listened to the keynote presentations, I found emerging commonality across three main themes: 1) Mobile is a mainstay. One Forrester analyst coined the term “landmarks” to describe the critical moments that matter in the customer journey. Recognize benefits potential. Gain clarity on cost.

2016 60

2016 Innovation Return on Investment Airlines 60

Michelli Experience

AUGUST 8, 2017

I am generally content with my airline experiences and I have a lot of them. That said, maybe airlines are moving even further in the direction of “experiential offerings.” That said, maybe airlines are moving even further in the direction of “experiential offerings.” Launching an airline is NO small feat.

Airlines 45

Airlines Travel Transportation Consulting 45

Alida

SEPTEMBER 22, 2016

Authentic companies inspire loyalty,” said Scott Miller, CEO of Vision Critical, in his opening keynote. Customers, especially Millennials , expect transparency and honesty—and they support companies they perceive to be truthful and real. Super important point – authenticity drives loyalty #vcsummit.

2016 267

2016 Innovation Marketing Insights 267

Currency Alliance

MAY 20, 2024

Consumers used to show loyalty to their main bank more or less by default. Now, forward-thinking banks are urgently considering how to keep their payment cards top-of-wallet and expand the stickiness of their relationships with customers over the next decade.

Banking 52

Banking Loyalty Loyalty Programs Travel 52

ReviewTrackers

MAY 8, 2017

Customer experience (CX) — defined as “the cumulative impact of all interactions and experiences between your business and the customer, at every touchpoint across the entire customer journey, and viewed entirely from your customer’s perspective” — has become one of today’s most important business benchmarks.

2017 50

2017 Events Customer Experience Customer Journey Mapping 50

Currency Alliance

NOVEMBER 16, 2021

Flexibility around loyalty redemptions is crucial to creating meaningful value for every customer. Rewards that are interesting for less-frequent customers, as well as to frequent customers, motivate every customer to engage more, and increase the share of wallet that they allocate to your brand.

Loyalty 52

Loyalty Loyalty Programs Touchpoint Hotels 52

Currency Alliance

NOVEMBER 16, 2021

Flexibility around loyalty redemptions is crucial to creating meaningful value for every customer. Rewards that are interesting for less-frequent customers, as well as to frequent customers, motivate every customer to engage more, and increase the share of wallet that they allocate to your brand.

Loyalty 52

Loyalty Loyalty Programs Touchpoint Hotels 52

Currency Alliance

MARCH 20, 2020

There are really only four ways to create value for all stakeholders in a loyalty program: maintain low operating costs, and funnel the savings into rewards. share customer insight among partners, so you know how to maximize lifetime value for each customer, and can create more personalized engagement.

Loyalty Programs 52

Loyalty Programs Loyalty Hotels Travel 52

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 2020 Loyalty Programs Travel 64

Currency Alliance

FEBRUARY 26, 2019

In December 2018, we published what we consider will be the Top 10 Trends in loyalty marketing during 2019. Businesses, their markets, and customer behavior have evolved dramatically in the past 10 years, yet most loyalty programs have only made incremental changes (in some cases to the detriment of customers).

Loyalty 45

Loyalty 2019 Loyalty Programs Hotels 45

Currency Alliance

NOVEMBER 17, 2020

It allows us to keep customers engaged when business plans fly out the window, due to marketplace calamities, such as the Covid-19 pandemic. putting the customer at the center of your business model. Loyalty marketing has always existed as a primary method for building direct relationships with your customers.

2021 52

2021 Loyalty Loyalty Programs Travel 52

Currency Alliance

MAY 9, 2022

So, to demonstrate some progress, many organizations have pursued initiatives that are only cosmetic in nature while not truly taking advantage of what digital transformation enables: namely that customer journeys, partnerships, trading ecosystems, etc. Features of an API-first loyalty platform. Thus far, Version 3.0

Loyalty 52

Loyalty Technology Loyalty Programs Multi-Channel 52

Currency Alliance

MAY 9, 2019

Independent of market positioning, unique customer insight will become the primary competitive advantage. Enter: loyalty marketing. In 3-5 years’ time, the market leaders will have emerged, so now is the moment to include loyalty mechanics to get the upper-hand. The massive potential of loyalty marketing in mobility.

Loyalty 56

Loyalty Loyalty Programs Airlines Travel 56

Kustomer

NOVEMBER 4, 2021

Adding value throughout the lifetime of the consumer-brand relationship is essential for lasting loyalty, particularly when implemented in the first 90 days of purchase. Data is everything in CX and without the right technology , there really isn’t a great way to gain customer insights. I was chatting with them.”

Sports 93

Sports Customers Document Sales 93

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 Brands 58

Currency Alliance

SEPTEMBER 5, 2018

A spike in recent news around loyalty coalitions – both good and bad – signals the dawn of a new, vastly more profitable iteration of the coalition model. So for the benefit of loyalty managers reviewing their strategies, I set out here the key features and benefits of each model. Typically, middleman providers of coalition loyalty V1.0

Loyalty 36

Loyalty Consumers Brands Airlines 36

SurveySensum

MARCH 1, 2024

A retail company, MagnetHome enthusiastically embraced the Net Promoter Score and started measuring customer loyalty. High scores delighted them, so in the excitement they missed the silent grumbles of unhappy customers. While it provides an overall score for customer loyalty , it overlooks crucial details.

Net Promoter Score 52

Net Promoter Score NPS Customer Satisfaction Feedback 52

Storyminers

JULY 6, 2020

She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. Arie is a Customer Insight, Customer Strategy, Customer Lifecycle Management, and Innovation Independent Consultant.

Customer Service 59

Customer Service Customer Experience Books Magazine 59

Storyminers

JULY 6, 2020

She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. Arie is a Customer Insight, Customer Strategy, Customer Lifecycle Management, and Innovation Independent Consultant.

Customer Service 52

Customer Service Customer Experience Books Magazine 52

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.

Loyalty Programs 52

Loyalty Programs Loyalty Touchpoint ROI 52

Currency Alliance

APRIL 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? As CEO, the time you can dedicate to your loyalty program is probably close to zero. The reason I’m writing this article is that many loyalty teams have, historically, not executed brilliantly.

Loyalty 52

Loyalty Marketing Loyalty Programs Touchpoint 52

Currency Alliance

FEBRUARY 10, 2020

One of the earliest loyalty programs came out of the grocery sector. 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.

Loyalty Programs 52

Loyalty Programs Loyalty Hotels Travel 52

Currency Alliance

AUGUST 16, 2019

Loyalty programs once enabled relatively personalized marketing. 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.

Loyalty 40

Loyalty Insights Brands Loyalty Programs 40