Currency Alliance

MARCH 5, 2019

Should my brand be in a loyalty coalition? Do reward points really earn loyalty? These, and other important questions, were subject of a debate held recently at the Visa Innovation Center in London, and Convened by Annich McIntosh of Loyalty Magazine. Loyalty Coalitions are Morphing into Marketplaces.

Magazine 58

Magazine Loyalty Loyalty Programs Entertainment 58

Win the Customer

NOVEMBER 14, 2016

Why exhaust your marketing budget when you can get your customers to spread the word for you? An American Express report showed that consumers who use social media to engage with businesses on customer service issues exhibit more loyalty and are even willing to pay more. So, which companies do social customer service right?

Social Media 145

Social Media Customer Service Multi-Channel 2014 145

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. Using AI to improve profitability of pricing and promotions.

Loyalty 52

Loyalty Marketing Airlines Loyalty Programs 52

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

Experience Investigators by 360Connext

JUNE 1, 2017

In his opening keynote, Matt Dixon , author of Effortless Experience, informed with data and stories about why reducing customer effort is actually more important than creating delight for customers overall. If the company can proactively avoid creating more effort for customers, the customers will be happier.

Net Promoter Score 165

Net Promoter Score Innovation Culture NPS 165

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

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. putting the customer at the center of your business model.

2021 52

2021 Loyalty Loyalty Programs 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

OCTOBER 27, 2017

We recognize that these are difficult times for merchants managing loyalty programs. Customer expectations are higher than ever. The answer to both of these problems lies in collaboration with common loyalty currencies. All of these methods make customers want to collect more of the loyalty currency in the first place.

Loyalty 49

Loyalty Loyalty Programs Airlines Brands 49

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 Hotels 58

OpinionLab

NOVEMBER 1, 2016

What was surprising to me is that based on the Forrester CX index that measures “effectiveness”, “ease” and “emotion” of a customer experience – mobile rated slightly higher than desktop on “effectiveness” and “ease”, but significantly higher on “emotion”. OpinionLab provides the real-time customer insight to help on both counts.

2016 98

2016 Innovation Return on Investment Airlines 98

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. of revenue on it.

Loyalty Programs 52

Loyalty Programs Loyalty Hotels Travel 52

GetFeedback

JANUARY 6, 2020

Businesses need to be better at treating customers as individuals , each with their own goals and preferences. Personas help unlock customer insight. A business with hundreds, thousands, or even millions of customers has a big challenge: delivering experiences that don’t make customers feel like numbers.

Customer Journey Mapping 195

Customer Journey Mapping B2C B2B Customer Journey 195

Currency Alliance

JUNE 16, 2020

For most of the last decade, loyalty marketing seemed to be on autopilot for many brands – but the tide is turning. Many of the entrants to this years’ Loyalty Magazine Awards were as adept with data and technology as marketers in many other disciplines. Brilliantly, Voxi has spun this very feature into a loyalty driver.

Magazine 52

Magazine Loyalty Innovation 2020 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

SEPTEMBER 17, 2019

In this new content series, we show what a world-beating loyalty program would look like in four different sectors, and discuss the brands currently showing the potential to build that ‘world-beating’ program. are now ripe for inclusion in loyalty coalitions. are now ripe for inclusion in loyalty coalitions.

Loyalty Programs 40

Loyalty Programs Travel Loyalty Airlines 40

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

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

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

Lumoa

JUNE 14, 2023

You’ve designed your NPS survey and emailed it to all your customers—and the results are in… but not those you were expecting. When it comes to gauging customer sentiment and loyalty, few metrics enjoy such widespread acclaim as the Net Promoter Score (NPS).

NPS 78

NPS Customer Centricity Loyalty Presentation 78

OpinionLab

NOVEMBER 1, 2016

What was surprising to me is that based on the Forrester CX index that measures “effectiveness”, “ease” and “emotion” of a customer experience – mobile rated slightly higher than desktop on “effectiveness” and “ease”, but significantly higher on “emotion”. OpinionLab provides the real-time customer insight to help on both counts.

2016 60

2016 Innovation Return on Investment Airlines 60

LoyaltyPlus

AUGUST 4, 2017

CRM Plus is embedded primarily with our core Loyalty engine LoyaltyPlus, together with our customer engagement offering “EngagementPlus”, which enables the different customer engagement points supported by an engagement strategy which includes campaigning, document management, and a host of other engagement strategies.

Customer Relationships 40

Customer Relationships Engagement Social Media Magazine 40

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

Clarabridge

FEBRUARY 23, 2017

We are excited to announce that we are now accepting nominations for the 2017 Clarabridge Customer Experience Champion (CxC) awards – North America. This is your chance to shine a light on all that you’re doing to put the customer first. Award winners belong to an exclusive circle of leaders and innovators in customer experience.

2017 49

2017 Customer Experience Hotels Airlines 49

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

Forrester's Customer Insights

SEPTEMBER 10, 2018

, we were excited to have our colleague, Principal Analyst Emily Collins join us to talk about loyalty programs, and their influence on customer experience. Here are 5 things I learned during our conversation: Airlines started it. Loyalty programs started 30 plus years ago in the airline industry, as a reaction to deregulation.

Loyalty Programs 22

Loyalty Programs Loyalty Airlines Customer Experience 22

CSM Magazine

SEPTEMBER 24, 2019

Given these results, it is unsurprising that just 3% of consumers ranked insurance as the sector they trusted most, putting it joint last of 15, alongside airlines, the automotive industry, technology and telecoms. First, they need to embrace processes, technology and knowledge to help them deliver the service that customers expect.

Insurance 45

Insurance Customer Service Multi-Channel Fashion 45

ijgolding

MAY 5, 2017

CX Talent Ltd is a bespoke recruitment agency specialising in finding candidates for businesses where Customer Experience Management forms an essential part of their overall business strategy. At CX Talent Ltd we recognise that businesses can find it difficult to find the right candidate for Customer Experience roles.

Brands 57

Brands 2013 Airlines Brand Values 57

Clarabridge

FEBRUARY 21, 2017

We are excited to announce that we are now accepting nominations for the 2017 Clarabridge Customer Experience Champion (CxC) awards – North America. This is your chance to shine a light on all that you’re doing to put the customer first. Award winners belong to an exclusive circle of leaders and innovators in customer experience.

2017 40

2017 Customer Experience Hotels Airlines 40

Wootric

MARCH 9, 2021

Get the ebook, CX FOR EVERY STAGE: How to scale your Voice of Customer program from startup to enterprise. Learn how to improve user experience for product led growth and loyalty. It’s time to ask your customers some essential questions. To get customers to give you actionable feedback, you’ll want to use micro surveys.

Feedback 52

Feedback Net Promoter Score NPS Multi-Channel 52

Forrester's Customer Insights

JULY 30, 2024

As someone who has shuttled between two continents I’ve called home for a few decades now, and as an erstwhile management consultant with a portfolio of global clients, I’ve clocked in the vicinity of five million airline miles.

Airlines 29

Airlines Consulting Management Consumers 29

Forrester's Customer Insights

JULY 30, 2024

As someone who has shuttled between two continents I’ve called home for a few decades now, and as an erstwhile management consultant with a portfolio of global clients, I’ve clocked in the vicinity of five million airline miles.

Airlines 29

Airlines Consulting Management Consumers 29

Thematic

DECEMBER 12, 2018

A data scientist who works at an airline could be using data to optimize the time of airfare promotions. Same happens with Google NLP and similar APIs, which tend to work well on tasks such as finding names of locations in text, but fail when it comes to merging customer feedback on the same topic. Customer insights solutions.

Feedback 69

Feedback Net Promoter Score Insights NPS 69

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

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 Magazine Books 59