Kerry Bodine

JUNE 5, 2019

But if you’re advocating for specific technology, policy, and process changes that will enable more effective and efficient communication during the post-sales support journey, you’d need a map that showed those communication breakdowns within the context of your customers’ specific goals or tasks. First, we need to define “health.”

Webinar 48

Webinar Management Touchpoint Customer Journey 48

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. Where: London, UK.

2017 50

2017 Events Customer Experience Customer Journey Mapping 50

CSM Magazine

AUGUST 22, 2019

The Summit provides a space for us to learn best practices from each other and about new technologies from sponsoring vendors.” – Michelle Buckley, Director of Operations, Customer Relations/Rapid Rewards, Southwest Airlines. Director of Operations, Customer Relations/Rapid Rewards, Southwest Airlines.

Customer Service Strategies 40

Customer Service Strategies Customer Service Airlines Chief Customer Officer 40

Currency Alliance

JUNE 16, 2020

Many of the entrants to this years’ Loyalty Magazine Awards were as adept with data and technology as marketers in many other disciplines. As more holistic marketing initiatives, loyalty mechanics were harnessed to drive and measure engagement across channels, and across many more customer touchpoints. voucher-based.

Magazine 52

Magazine Loyalty Innovation 2020 52

Currency Alliance

AUGUST 15, 2024

But everyone should remember that a customer’s loyalty to a brand is based on their overall perception of value, and their cumulative experience of interacting with the brand – through all touchpoints. This means that one approach, or one technology, or one channel will never be enough to strengthen loyalty across all customer segments.

Loyalty Programs 52

Loyalty Programs Loyalty Marketing Airlines 52

Currency Alliance

DECEMBER 19, 2022

Progress in all of these areas, for artificial intelligence, has been constrained by available technology until the past 6-12 months. Legacy technology constraints can still impede progress, but most companies have modernized their tech stack sufficiently in the past three years, that even legacy systems are no longer a roadblock.

Loyalty 52

Loyalty Marketing Airlines Loyalty Programs 52

Currency Alliance

DECEMBER 4, 2023

That is driving brands and customers alike to be more earnest in the pursuit of value a significant acceleration in the deployment of more cost-effective marketing and loyalty technology. Air Miles Middle East has been upgrading its technology and adding partners. Last year we reported that ‘pay with points’ would be a trend for 2023.

2024 59

2024 Loyalty Marketing Loyalty Programs 59

Currency Alliance

FEBRUARY 26, 2021

But those significant advances now have diminishing returns, so companies need to be considering the customer experience across all touchpoints; not just digital. What needs to happen next is for CX to infiltrate every customer-facing part of the company to help customers save time, and obtain better overall experiences from every touchpoint.

Loyalty 59

Loyalty Customer Engagement Engagement Airlines 59

Currency Alliance

NOVEMBER 16, 2021

In such an ecosystem, customers can burn at any touchpoint, with any partner, and a team member can enable new redemption options with a few clicks of a mouse and no dependency on the IT department or a vendor. Airlines and hotel groups are masters at this. Management. It often has a great CX and UI. 2 cents to the loyalty program.

Loyalty 52

Loyalty Loyalty Programs Touchpoint Hotels 52

Currency Alliance

NOVEMBER 16, 2021

In such an ecosystem, customers can burn at any touchpoint, with any partner, and a team member can enable new redemption options with a few clicks of a mouse and no dependency on the IT department or a vendor. Airlines and hotel groups are masters at this. Management. It often has a great CX and UI. 2 cents to the loyalty program.

Loyalty 52

Loyalty Loyalty Programs Touchpoint Hotels 52

Currency Alliance

NOVEMBER 4, 2022

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. Rationalizing loyalty ROI vs other marketing channels. The more sophisticated merchants allocate funds across all these channels based on the CAC and channel ROI.

Loyalty 52

Loyalty Marketing Loyalty Programs Banking 52

Currency Alliance

JUNE 11, 2019

focused resources on securing vast quantities of merchant offers, at the expense of building sustainable, core technology with a high degree of analytical rigor that provides increased performance and relevancy.[xi]”. Your payment card may register at dozens of online and offline touchpoints every day. CLO providers have…. i] [link].

Banking 40

Banking Loyalty Consumers Loyalty Programs 40

Currency Alliance

DECEMBER 17, 2019

This has mostly been via low-investment, tactical approaches that increase ROI, and educate the C-suite regarding long-term strategic value. Loyalty has been sheltered from change, to some degree, by legacy technology, and by a culture of protectionism around customer data and proprietary loyalty currencies. An uncertain future.

Loyalty 64

Loyalty 2020 Loyalty Programs Travel 64

Hero Digital

MARCH 12, 2019

Especially for companies in the early stages of CX maturity , the vision of seamlessly integrated technology powering 1:1 personalization across channels seems nearly impossible to actually bring to life. An airline, for example, might choose a group of their frequent flyers who sometimes board other airlines on competing routes.

Customer Experience 46

Customer Experience Airlines E Commerce Touchpoint 46

Currency Alliance

MARCH 30, 2022

The ability to bring together complementary fields of experience to create profitable solutions based on innovative business models and modern technology. At many businesses, however, loyalty teams still attract relatively few resources compared to the ROI that loyalty can deliver when best-practices are observed.

Loyalty 52

Loyalty Loyalty Programs Airlines Hotels 52

Currency Alliance

FEBRUARY 26, 2019

Customer data: maximize ROI. Emotional loyalty: add incentives along many touchpoints in customer journeys. You can see this in the Gartner CMO survey: Loyalty marketing has traditionally suffered from the difficulty in measuring ROI (especially in the short-term). Define the strategy.

Loyalty 45

Loyalty 2019 Loyalty Programs Hotels 45

Currency Alliance

NOVEMBER 14, 2019

In ‘Why so many digital transformations fail’, Harvard Business Review cites : inordinate wastage on proprietary technology. Airlines will spend a good portion of 2020 proving that their programs are fundamental to minimizing the environmental impact as the industry grows. Brands reward more touchpoints to grow emotional loyalty.

Loyalty 40

Loyalty 2020 Hotels Loyalty Programs 40

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

DECEMBER 13, 2018

Marketing teams, and technologies, becoming more deeply intertwined. Old-school loyalty technology firms shrinking, or dying out. Modern technology partners providing micro-services are replacing monolithic loyalty platforms, allowing loyalty programs to deliver greater value at much lower cost. 2018 saw a 14.2%

Loyalty 45

Loyalty 2019 Loyalty Programs 2018 45

Kitewheel

MARCH 25, 2019

For an airline, it may be as simple as streamlining the boarding process, a major source of stress for travellers. Unfortunately, most technology that CX has inherited works in batch to save processing power. Technology hasn’t been designed to ingest CX data and spit out experiences that fit your brand. What gets in the way?

Hotels 76

Hotels ROI Customer Journey Retail 76

Currency Alliance

OCTOBER 29, 2019

At a business level, this is because they breed short-sighted reporting, drawing undue attention to the immediate transactional relationship, rather than the long-term value of a customer relationship across multiple touchpoints. Second, emotional loyalty involves rewarding your customers for many more touchpoints than just purchases.

Loyalty 40

Loyalty Loyalty Programs Hotels Airlines 40

Currency Alliance

NOVEMBER 17, 2020

We also tend to trust companies less and are overwhelmed with information coming at us via multiple channels – 24/7 – so deploying solutions that help customers save time is key across every touchpoint. They sense and observe how companies treat them, as well as how tools (information & technology) are used to deliver value.

2021 52

2021 Loyalty Loyalty Programs Travel 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

NOVEMBER 14, 2018

Ideally, all brands get meaningful and actionable data on a far wider audience, and enjoy a better marketing ROI as well as a net uplift in sales. Emirates, Etihad, and United Airlines joined the party, adding many more partners. But technology has a habit of catching up with markets, and eventually driving change.

Loyalty 45

Loyalty Loyalty Programs Travel Hotels 45

Pointillist

JUNE 15, 2018

Much of the marketing world is still focused on customer acquisition, but to improve customer retention will yield f ar better ROI and cost about 5-25X less than customer acquisition. The company has always invested heavily in using technology to improve customer retention. The answer isn’t acquiring two new customers.

Customer Retention 110

Customer Retention Loyalty Programs Customer Journey Loyalty 110

Currency Alliance

OCTOBER 27, 2017

As technologies mature and customer behavior changes, markets must evolve to remain relevant. The CFO will obviously have something to say about this, but we are confident a strong business case can be made that restricted liquidity damage long-term program ROI. Market Growth comes from Liquidity. liquidity).

Loyalty 45

Loyalty Customer Engagement Engagement Loyalty Programs 45

Currency Alliance

APRIL 10, 2021

Certainly that’s the case if the outcome will be greater ROI from the department, and an increase in my brand’s NPS score. The loyalty profession is characterised by cognitive entrenchment, as well as technological backwardness which further limits innovation. Nobody granted those loans on a whim. posting product reviews online.

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. What I am trying to do is share with you that customer engagement in loyalty programs will double or triple in the next few years, thanks to changing business models and new technology. posting product reviews online.

Loyalty Programs 52

Loyalty Programs Loyalty Touchpoint ROI 52

Currency Alliance

FEBRUARY 10, 2020

For an industry of such powerful businesses, which have embraced technology for decades, this is a missed opportunity. Partners should collaborate as peers with a thin layer of low cost-technology that glues them together. But almost all of these ‘burn’ partners seem likely to have been aggregated by a third-party technology partner.

Loyalty Programs 52

Loyalty Programs Loyalty Hotels Travel 52

Comm100

FEBRUARY 6, 2018

Astute has specific CRM solutions for the industries such as the restaurant industry (McDonalds, Domino’s, and Buffalo Wild Wings use this CRM), the airline industry (serving British Airways and Aer Lingus), the CPG – or consumer packed goods — industry (McCormick and Co., Need : Advanced marketing technology. Travel and Tourism.

Customer Engagement 42

Customer Engagement Engagement Social Media Omnichannel 42