Kayako

MAY 30, 2017

Instead of implementing a “loyalty” program that has nothing to do with loyalty (and everything to do with discounts), Van Belleghem says think instead about how you would treat your best friend if he or she became a client. In his talk, Customer loyalty programmes…why bother!

Loyalty Programs 79

Loyalty Programs E-support Loyalty Rewards Programs 79

Customer Bliss

NOVEMBER 23, 2018

Today, I’m replaying one of our most popular episodes from 2018 about the employee experience and building customer loyalty at Hertz with Eric Smuda , VP of Customer Experience and Loyalty. How did he handle this? They hired a new Head of Recruiting and a new Head of Training & Development.

Employee Experience 143

Employee Experience Chief Customer Officer Loyalty Programs Loyalty 143

Thematic

OCTOBER 30, 2024

Direct customer feedback can provide actionable insights that help retailers enhance loyalty programs. Build an innovation culture Getting in tune with customers is key to staying relevant in the market and finding innovative ways to keep up with their changing needs.

Voice of Customer 62

Voice of Customer Insights E Commerce E-support 62

ShepHyken

OCTOBER 11, 2021

Are Hotel Loyalty and Rewards Programs Enough to Keep Customers Loyal to the Brand? Hospitality Net) The best demonstration of brand loyalty in hospitality and travel, in general, is the share of repeat business. We can learn so much from the hospitality industry. It’s baked into the culture.

2021 78

2021 Article Customer Service Hospitality 78

InMoment XI

OCTOBER 4, 2024

Encourage a customer-centric culture. A hotel chain implements a loyalty program to reward repeat customers with points that can be redeemed for discounts or other special offers. The program is likely to boost satisfaction and give existing customers an incentive to book rooms in the future.

Customer Experience Management 195

Customer Experience Management Customer Experience Management 2024 195

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. First up: the travel & hospitality sector. A world-beating program in travel.

Loyalty Programs 40

Loyalty Programs Travel Loyalty Airlines 40

ShepHyken

DECEMBER 5, 2022

The Top 5 Guest Loyalty Trends and Predictions to Watch for 2023 by Ellis Connolly. Hospitality Net) We are officially on the eve of a new year, already moving through the holiday season at the signature blink-and-you-might-miss-it pace that is seemingly synonymous with this time of year. Personalization is more important than ever.

2022 75

2022 Article Customer Service Hospitality 75

BirdEye

DECEMBER 27, 2024

Creating an authentic review-generation culture requires strategic and thoughtful approaches that don’t feel forced or transactional. Follow up meaningfully after private customer feedback before requesting public reviews. Design email sequences that prioritize guest satisfaction before mentioning reviews.

Multi-Channel 52

Multi-Channel Social Media Feedback Guest Experience 52

ShepHyken

JUNE 6, 2022

They could grow 10x faster, however, their obsession with their operational excellence, customer experience, and internal culture will not allow them to compromise any of those for more units and higher sales. Fred Auzenne- 14 Steps to Creating a Customer Loyalty Program That Works by Anna Duke. I love his articles.

Article 71

Article 2022 Customer Service Loyalty Programs 71

Comm100

SEPTEMBER 22, 2016

Customer Service Culture. Whether you’re trying to reinvent your current customer service culture or simply enhance it, it’s important to have a sense of the values you want to instill in your agents. With this book, you can take a peek into the retailing giant’s customer-driven culture. by Ryan Levesque.

Books 89

Books Customer Service Culture E-support 89

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

Michelli Experience

NOVEMBER 8, 2017

Cheryl also cites research on how customers want loyalty programs to reflect a brand’s gratitude: A study by Kitewheel shows three-quarters of consumers believe loyalty programs are ways for brands to show their loyalty to consumers. Similarly, I have encouraged gratefulness tools to steward a culture of gratitude.

Customer Experience 45

Customer Experience Loyalty Programs 2003 Travel 45

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

ShepHyken

FEBRUARY 5, 2023

Why Customer Loyalty is So Important in 2023 by Adam Jeffs (CX Network) This article dives into customer loyalty and retention in 2023, looking at why it is so important and how brands can go about securing and nurturing it. My Comment: In the past two-plus years (since the pandemic), customer behavior has changed.

2023 51

2023 Article Customer Service Government 51

ShepHyken

FEBRUARY 5, 2023

Why Customer Loyalty is So Important in 2023 by Adam Jeffs (CX Network) This article dives into customer loyalty and retention in 2023, looking at why it is so important and how brands can go about securing and nurturing it. My Comment: In the past two-plus years (since the pandemic), customer behavior has changed.

2023 48

2023 Article Customer Service Government 48

Strativity

SEPTEMBER 26, 2014

This applies to anti-wrinkle cream, mortgage deals from your bank, and hospital follow-ups alike. Create a convincing loyalty program. Bridget explains that they make their program worthwhile for the customers by transferring information from one touch point to the next. Sephora’s solution?

Customer Experience 40

Customer Experience Customer Centricity Hospitality Loyalty Programs 40

Retently

FEBRUARY 21, 2024

Hospitality operators A regional restaurant chain could implement the survey on their website and as part of their loyalty program signup. surveys lies in their ability to foster a culture of continuous engagement and improvement. However, the true power of “How Did You Hear About Us?”

Social Media 78

Social Media Advertising Events Insights 78

Currency Alliance

JULY 24, 2018

Anyway – given that Currency Alliance positions itself as a flag-bearer for great CX, I asked around the office for everyone’s worst ever experiences in the travel & hospitality sector. I’m a member of loyalty programs with two different airline alliances: One World, and SkyTeam. Travel-Sick. “I I gave up.”.

Travel 40

Travel Airlines Customer Experience Hotels 40

Currency Alliance

APRIL 11, 2018

There are countless examples of brand confidence/paranoia having a measurable impact on customer loyalty. Like every hospitality brand, it faces the ongoing risk of unsold capacity. A well-managed loyalty program is a great way to show confidence. All the brands behind them remain alive, profitable and well.

Consumers 45

Consumers Brands Loyalty Loyalty Programs 45