Pointillist

MAY 23, 2018

Forrester defines customer journey analytics is “an analytics practice that combines quantitative and qualitative data to analyze customer behaviors and motivations across touchpoints and over time to optimize customer interactions and predict future behavior.”. Uncover behavioral segments.

Customer Journey 90

Customer Journey Customer Journey Mapping Touchpoint Multi-Channel 90

Currency Alliance

MAY 9, 2019

We discovered 6 years ago that during the customer’s trip, the most value we could provide after selling the airline ticket was to show alternative mobility options in the traveler’s destination. Building such habits is precisely what loyalty programs do. . The massive potential of loyalty marketing in mobility.

Loyalty 56

Loyalty Loyalty Programs Airlines Travel 56

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 2020 Loyalty Programs Travel 64

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. Improving customer insight and loyalty personalization.

Loyalty 52

Loyalty Marketing Airlines Loyalty Programs 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. Most loyalty programs report how many members they have. referring friends.

Loyalty 52

Loyalty Marketing Loyalty Programs Touchpoint 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. Rebalancing loyalty program economics.

2021 52

2021 Loyalty Loyalty Programs Travel 52

Currency Alliance

DECEMBER 18, 2017

This year we’ve seen examples of brands offering increased liquidity in their loyalty programs – typically in the form of allowing their members to redeem beyond their own store. Brands will also find that enabling greater customer freedom will also help proactively manage program liabilities in a profitable way.

2018 49

2018 Loyalty Brands Loyalty Programs 49

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. Collecting data at more touchpoints is very useful.

Magazine 49

Magazine Loyalty 2019 Loyalty Programs 49

Currency Alliance

NOVEMBER 16, 2021

What is strange today, is that most brands have evolved their public-facing ecommerce platforms into dynamic, content-rich, and personalized shopping experiences, while their loyalty program redemption catalog may not have changed in ten years, leaving it looking static with minimal appeal.

Loyalty 52

Loyalty Loyalty Programs Touchpoint Hotels 52

Currency Alliance

NOVEMBER 16, 2021

What is strange today, is that most brands have evolved their public-facing ecommerce platforms into dynamic, content-rich, and personalized shopping experiences, while their loyalty program redemption catalog may not have changed in ten years, leaving it looking static with minimal appeal.

Loyalty 52

Loyalty Loyalty Programs Touchpoint Hotels 52

Currency Alliance

NOVEMBER 4, 2022

Within one year, over 100 bank-sponsored loyalty programs in Europe disappeared. Shutting down the loyalty programs was a huge strategic mistake by the banks. Next, we explain how to increase the perceived value of your loyalty currency, so that your loyalty program is more effective, and the ROI increases.

Loyalty 52

Loyalty Marketing Loyalty Programs Banking 52

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 2019 Loyalty Programs Hotels 45

LoyaltyPlus

MAY 18, 2020

The company leans on over 25 years’ experience in the development and application of cutting-edge programmes and partnerships – and its leadership in helping businesses ensure their customers remain loyal to their brands while optimising all touchpoints and customer experiences.

Loyalty 40

Loyalty 2020 Brands Airlines 40

LoyaltyPlus

MAY 18, 2020

The company leans on over 25 years’ experience in the development and application of cutting-edge programmes and partnerships – and its leadership in helping businesses ensure their customers remain loyal to their brands while optimising all touchpoints and customer experiences.

Loyalty 40

Loyalty 2020 Brands Airlines 40

SurveySensum

DECEMBER 16, 2019

SurveySensum report showed that Malls and Smartphones have become adept at delivering superior customer experience, while Airlines and Big Restaurant Chains have yet to live up to evolving customer expectations. To respond to this on-demand trend, legacy brands and stores must innovate across touchpoints to meet customer needs.

2020 52

2020 Customer Experience E Commerce Loyalty Programs 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 Hotels 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. Nonetheless, the legacy loyalty points bank kept them from innovating more quickly.

Loyalty 40

Loyalty 2020 Hotels Loyalty Programs 40

Currency Alliance

JUNE 16, 2020

While travel and retail brands have made a lot of progress in the last 24 months, the bulk of innovation has come from other consumer sectors – including media businesses, entertainment, and telecoms providers, which in recent years appeared to regard loyalty as a lost cause. Hybrid points programs.

Magazine 52

Magazine Loyalty Innovation 2020 52

Qualtrics

APRIL 30, 2019

Customer experience is everything in the airline industry. From the routes they fly to the booking process and the on-board experience, every touchpoint with customers is an opportunity for airlines to deliver breakthrough experiences that build their reputation and help them stand out in a fiercely competitive sector.

Feedback 42

Feedback Airlines Loyalty Programs Loyalty 42

SurveySensum

AUGUST 24, 2023

Google’s commitment to anticipating and meeting user needs underscores its dedication to reducing customer effort across various touchpoints. But thanks to the self-service check-in kiosks at airports, you can now avoid this and one classic example here is Southwest Airlines.

Brands 52

Brands Airlines Effort Score Banking 52

SurveySensum

JULY 13, 2023

You must not launch an NPS survey here – that’s why it is imperative to know which survey to send at which touchpoint!] → “On a scale of 1-5, where 1 is ‘Very Difficult’, and 5 is ‘Very Easy’, how would you rate the ease of the payment process during your recent shopping experience with us?

Retail 52

Retail Customer Experience Touchpoint Social Media 52

SurveySensum

JULY 13, 2023

You must not launch an NPS survey here – that’s why it is imperative to know which survey to send at which touchpoint!] → “On a scale of 1-5, where 1 is ‘Very Difficult’, and 5 is ‘Very Easy’, how would you rate the ease of the payment process during your recent shopping experience with us?

Retail 52

Retail Customer Experience Touchpoint Social Media 52

Currency Alliance

DECEMBER 13, 2018

At first glance, this year’s Gartner CMO spend survey may not make for happy reading for loyalty marketers. Loyalty program management’ was reported as CMO’s lowest priority, with 4.8% Firstly, loyalty tech isn’t as expensive as it used to be. of budget, down from 6.6% in 2017[ii].

Loyalty 45

Loyalty 2019 Loyalty Programs 2018 45

Currency Alliance

FEBRUARY 20, 2023

It is the most powerful, yet under appreciated module (or tool) in a loyalty marketing stack of software. The loyalty rules engine is the module that enables the types of promotions that are familiar from every major loyalty program. This would not require much of a rules engine – since your program has no variation.

Loyalty 52

Loyalty Loyalty Programs Social Media ROI 52

Currency Alliance

MAY 19, 2021

Less-technical businesspeople may only care about loyalty technology to the degree that it serves two key objectives: Delivering a consistently good brand experience across all customer touchpoints. If you don’t recognize your customer across every channel and touchpoint, they will feel you don’t care.

Loyalty 52

Loyalty Touchpoint Loyalty Programs Social Media 52

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 Hotels Airlines 40

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. Forrester CXNYC.

2017 50

2017 Events Customer Experience Customer Journey Mapping 50

CSM Magazine

OCTOBER 18, 2023

Rewarding Loyalty Loyalty programs have long been a staple in various industries, serving as a bridge to foster stronger relationships with customers. Whether it’s frequent flyer miles from airlines or points accumulated from shopping at a favorite retail store, these programs aim to reward consistent patronage.

Customer Service 52

Customer Service Multi-Channel Loyalty Programs Social Media 52

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 Hotels 52

Currency Alliance

NOVEMBER 14, 2018

Second, if you’re already familiar with the economics, it provides a narrative framework for upskilling your own teams, to help everyone you work with understand what will drive success and failure in loyalty marketing. Unfortunately, many loyalty programs still resemble different guys in disparate fields with different cows.

Loyalty 45

Loyalty Loyalty Programs Travel Hotels 45

SurveySensum

FEBRUARY 20, 2024

Take advantage of different types of surveys at different touchpoints of the customer journey. Optimize your Customer Journey The customer journey includes multiple touchpoints and interactions that can be optimized to improve the journey and customer experience. How? – By creating customer personas and customer journey mapping.

Customer Satisfaction 52

Customer Satisfaction Customer Centricity Touchpoint Social Media 52

SurveySensum

FEBRUARY 20, 2024

Take advantage of different types of surveys at different touchpoints of the customer journey. Optimize your Customer Journey The customer journey includes multiple touchpoints and interactions that can be optimized to improve the journey and customer experience. How? – By creating customer personas and customer journey mapping.

Customer Satisfaction 52

Customer Satisfaction Customer Centricity Touchpoint Social Media 52

SurveySparrow

SEPTEMBER 20, 2022

Find ordinary interaction touchpoints and make them memorable with the help of technology. Colleen Barrett, Southwest Airlines, President Emeritus: “To earn the respect (and eventually love) of your customers, you first have to respect those customers. Herb Kelleher, Southwest Airlines co-founder.

Customer Success 52

Customer Success Airlines Net Promoter Score Advertising 52

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. For a time, banks hoped that third-party CLO providers would help banks achieve their loyalty goals.

Banking 40

Banking Loyalty Consumers Loyalty Programs 40

Qualtrics

APRIL 22, 2020

Customer care – Conjoint/MaxDiff can help improve your support and care operations, with insight into what components of your customer care program are most important to your users, as well as what elements they’d be willing to pay more for. Hospitality.

Hospitality 29

Hospitality Retail Rewards Programs ROI 29

Currency Alliance

APRIL 15, 2024

Many people assume that operating a loyalty program necessarily implies issuing your own loyalty points or miles. Points and miles are a dominant and popular form of loyalty value. The golden benchmark is about $25 USD per year in loyalty value. This actually is not true.

Loyalty Programs 52

Loyalty Programs Loyalty Airlines Banking 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