Gravy Analytics

AUGUST 19, 2019

This data can be used to improve ad CTRs and ROI, for competitive intelligence, and to improve the customer experience. You can also segment devices by frequency of visit to better understand customer engagement with your brand. How could location intelligence help you and your business?

White Paper 71

White Paper Hotels Travel Consulting 71

Currency Alliance

OCTOBER 27, 2017

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. Of course, this is a huge problem for travel suppliers and merchants because only their top 20% of frequent customers remain active.

Loyalty 45

Loyalty Customer Engagement Engagement Loyalty Programs 45

Currency Alliance

JUNE 1, 2020

Of course, after decades of increasingly easy and affordable travel, no consumer’s ambitions will stop with an ice-cream cone. After Covid-19, nearly every customer type will be more deliberate in how they spend money. Create ‘wow’ moments to keep customers engaged. Non-travel brands should consider something similar.

Loyalty 72

Loyalty Consumers Marketing Loyalty Programs 72

InMoment XI

APRIL 3, 2024

This means prioritizing positive interactions with products and services, engaging with people online, implementing customer feedback, and more. A well-designed digital experience can increase customer engagement and interaction with a brand. What Factors Make a Good Digital Experience?

Customer Expectations 195

Customer Expectations Touchpoint Omnichannel Social Media 195

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. The best way to keep customers engaged is by delivering good value, a good experience, and trusting them to make wise, informed decisions. Consistency is key. OPTIMIZE LOYALTY LEADERSHIP.

Loyalty 64

Loyalty 2020 Loyalty Programs Travel 64

Kustomer

FEBRUARY 25, 2022

There’s nothing more frustrating for a customer than when they’re told an item is available, only to discover that it isn’t. When the customer travels to the relevant location, staff deliver the bad news that they don’t have the item the customer is hoping to purchase. Evaluates Customer Engagements.

E Commerce 101

E Commerce Multi-Channel Omnichannel Touchpoint 101

BirdEye

APRIL 24, 2023

In this blog post, we’ll share everything you need to know about digital marketing, so buckle up and get ready for an exciting journey through the cutting-edge world of customer engagement. This enables businesses to optimize their efforts and achieve a better return on investment (ROI) compared to traditional marketing methods.

Marketing 93

Marketing Social Media B2C Advertising 93

Kustomer

DECEMBER 21, 2021

There’s nothing more frustrating for a customer than when they’re told an item is available, only to discover that it isn’t. When the customer travels to the relevant location, staff deliver the bad news that they don’t have what the item the customer is hoping to purchase. Evaluates Customer Engagements.

Customer Experience 95

Customer Experience E Commerce Multi-Channel Omnichannel 95

BirdEye

DECEMBER 30, 2023

They focus on brand messaging, marketing campaigns, customer engagement, and sharing industry-related information. Real-time engagement: Twitter is all about instant connections. Customer has a question? For example, if you are opening a Twitter business account for a tourism company, you can select ‘travel’.

Social Media 111

Social Media Advertising E Commerce Tourism 111

Totango

JULY 30, 2019

The way you feel as you travel versus when you arrive at your destination is a great metaphor for the distinction between customer experience vs. customer success. Customer experience refers to the feelings, emotions, and perceptions customers have when using your product.

Customer Success 78

Customer Success Customer Experience Lifetime Customer Customers 78

Currency Alliance

DECEMBER 4, 2023

The ability to target investment more precisely, with less wastage, and greater certainty of a positive customer experience, is steadily removing a lot of the uncertainty and risk around brands’ marketing ROI. I can’t say more due to confidentiality agreements – but stay tuned to this trend.

2024 59

2024 Loyalty Marketing Loyalty Programs 59

Lithium

SEPTEMBER 29, 2022

Everyone has had those horrid travel days. Nothing seems to top off a bad travel experience than a flight getting canceled or having a hotel lose your room reservation. Unfortunately for millions of people in recent memory, having a flight canceled is practically baked into the travel plans. For customer Care, it’s quite simple.

Hospitality 52

Hospitality Brands Travel Airlines 52

Currency Alliance

MARCH 20, 2020

There’s enough good practice from across the industry, that an enterprising brand could copy the best bits of each, and create truly game-changing customer value with their loyalty program. It’s a relief to finally see big travel programs recognizing this need to get the mid-tail and longer-tail customer engaged.

Loyalty Programs 52

Loyalty Programs Loyalty Hotels Travel 52

Kitewheel

MARCH 25, 2019

For a retailer, this might mean rethinking stocking practices so that customer feedback lets you keep up with the latest trends before they fizzle out. For an airline, it may be as simple as streamlining the boarding process, a major source of stress for travellers. Connect channel activities and customer experiences.

Hotels 76

Hotels ROI Customer Journey Retail 76

Currency Alliance

OCTOBER 12, 2020

This presentation is about driving customer engagement, and how the loyalty industry is transforming in order to engage with the mid-tail and long-tail customer. Loyalty programs must evolve to keep customers engaged.

Loyalty 98

Loyalty Marketing Loyalty Programs Banking 98

Inbenta

AUGUST 23, 2024

This can help you manage support costs without hiring additional staff, and lets you improve the overall customer experience. At the same time, automating back-end processes — via a case management and ticketing system — helps your agents become more productive and increase your ROI.

Interaction 52

Interaction Social Media Call Center Travel 52

CSM Magazine

JULY 13, 2022

Without end-to-end testing, improvement projects will fail to deliver the anticipated improvement and much-needed ROI. We’ve been seeing increasing customer dissatisfaction right across the industry during recent years. Hammer commissioned Censuswide to conduct research during May – June 2022.

Contact Center 59

Contact Center Insurance Healthcare Hospitality 59

Currency Alliance

AUGUST 15, 2024

This is precisely what loyalty programs were originally designed for, as marketing platforms purpose-built for measuring and incentivizing customer engagement, including when the customer is not shopping with your brand. And, neither knows whether I do any high-end shopping while in London.

Loyalty Programs 52

Loyalty Programs Loyalty Marketing Airlines 52

Currency Alliance

DECEMBER 19, 2022

This article will cover the key opportunities for AI in loyalty – and more widely in the travel and retail sectors. Few travel companies have a problem with the quantity of data, but given the many business units in a typical travel company, getting all the right data into a single, logical repository to let AI do its job, remains elusive.

Loyalty 52

Loyalty Marketing Airlines Loyalty Programs 52

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. What really stood out is which brands were pulling off these feats.

Magazine 52

Magazine Loyalty Innovation 2020 52

Avaya

JANUARY 3, 2017

You’ve heard countless times about the importance of keeping up with this accelerating pace of change to consistently deliver amazing customer experiences. But what if I told you that your customer engagement strategy is missing the mark? Yes, you need them, but it’s how you use them that matters.

Multi-Channel 52

Multi-Channel Travel Customer Journey Contact Center 52

Gainsight

APRIL 21, 2022

When it comes to travel, they say half the fun is getting there—though it usually depends on which airline you take! . Similarly, establishing customer success (CS) at the enterprise level can be quite an exhilarating journey, both challenging and rewarding. Length of customer engagement. Depth and breadth of usage.

Measurement 98

Measurement Metrics Customer Success Airlines 98

Pointillist

MAY 23, 2018

Journey discovery reveals how many customers were converted on a new credit card offer after a personalized email, having ignored the offer at first. Customer Journey Orchestration: Accordant on Finding a Path to Purchase. How to Optimize Omnichannel Customer Journeys With Customer Journey Analytics. Journey Design.

Customer Journey 90

Customer Journey Customer Journey Mapping Touchpoint Multi-Channel 90

Experience Matters

APRIL 7, 2015

We brought the industry’s first customer engagement hub to market. The 2014 launch of Horizons Version 18 introduced Confirmit SmartHubTM, the industry’s first customer engagement hub that enables businesses to capture, analyze and respond to customer and market feedback across multiple channels and sources in real-time.

2015 97

2015 Multi-Channel 2014 CEM 97

Currency Alliance

NOVEMBER 4, 2022

Most brands fund loyalty points without any revenue from interchange fees – and they will gladly fund a bank’s loyalty points if they know the program is popular with their existing and potential customers. Rationalizing loyalty ROI vs other marketing channels. Funding points as an incentive should be no different.

Loyalty 52

Loyalty Marketing Loyalty Programs Banking 52

Hero Digital

MARCH 12, 2019

Instead of trying to integrate all touchpoints at once, create a test case with a high likelihood of delivering an acceptable and short term ROI. To do so, choose one or two customer segments that provide high-value. Alternatively, they could be customers with significant buying power who are at risk of defecting to the competition.

Customer Experience 46

Customer Experience Airlines E Commerce Touchpoint 46

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. To earn $25 in points/miles at 1%, the customer must spend $2,500 per year. travel or luxury goods). This has not gone unnoticed by non-travel brands. billion (USD).

2021 52

2021 Loyalty Loyalty Programs Travel 52

Currency Alliance

JUNE 11, 2017

That is good news for everyone because for merchants ´opening-up´ their loyalty ecosystem, they stand to double or triple the customers participating – with only a linear increase in cost. Stated a different way, ROI from loyalty marketing investments could grow exponentially with a few tweaks that put the customer´s interests first.

Loyalty 52

Loyalty Loyalty Programs Multi-Channel Travel 52

Currency Alliance

FEBRUARY 26, 2019

Customer data: maximize ROI. Partners: optimize the mix to appeal to a broader array of customers. Emotional loyalty: add incentives along many touchpoints in customer journeys. Every sector is different, but if your customer engagement levels are not in the top 10% of your industry, you have work to do.

Loyalty 45

Loyalty 2019 Loyalty Programs Hotels 45

Currency Alliance

APRIL 15, 2024

Nobody with $100 in pesos leftover from a recent trip would travel back to Mexico just to spend them, but they might exchange them back into dollars. Many people who travelled regularly (until overseas card payments became the norm) collected coins and banknotes from dozens of different countries, holding them for decades.

Loyalty Programs 52

Loyalty Programs Loyalty Airlines Banking 52

Currency Alliance

NOVEMBER 1, 2017

Let’s convert the portion of these points that represents bad liability into good liability, get the customer engaged, and then profitably get the liability off the books! However, today, we think enlightened executives realize that expiring points represent frustrated and depresses overall loyalty program ROI.

2017 45

2017 Loyalty Loyalty Programs ROI 45

Lithium

DECEMBER 6, 2022

Event recap: Forrester CX NA Conference 2022 Recapping the emerging trends in one event shows the level of care and understanding Khoros strives to deliver to our customers and, by extension, your current and future customers. Thankfully, Khoros’ customer Airbnb has provided a perfect game plan. Communities.

2022 52

2022 Social Media 2023 Roadmap 52

Currency Alliance

DECEMBER 20, 2022

This article shares the lowest hanging fruit for keeping customers engaged and delivering more profit to the bottom line. During 2023, brands will make it easier for more customers to realize value from loyalty program participation. Cutting cost has 2-4 times more impact on ROI than generating incremental revenue.

2023 52

2023 Loyalty Innovation Loyalty Programs 52

Currency Alliance

FEBRUARY 20, 2023

Loyalty rules explained Loyalty rules are needed because different customer actions are more or less valuable to the business, and different redemptions are more or less profitable. This means that if you can vary the value of an action or price of a reward, you can optimize your loyalty program for greater customer engagement and ROI.

Loyalty 52

Loyalty Loyalty Programs Social Media ROI 52

ChurnZero

APRIL 27, 2021

Companies that grow rapidly often have shorter sales cycles, can leverage a high velocity inside sales model that does not require travel, expensive meals, and golf to close a sale. Q: What are the top metrics related to customers that you hold your portfolio companies accountable for? Customer Success Around the Web.

Customer Success 98

Customer Success Metrics Net Promoter Score NPS 98

ERDM

JANUARY 8, 2018

While not at work, Rosenfeld serves as a board member for charity and academic institutions, is an instructor for the SMU CAPE Digital Analytics and Insights Certificate Program, and enjoys traveling with his family. Marketing effectiveness is essentially a ROI calculation. As you’re about to read, his topic of choice was very timely.

Loyalty 40

Loyalty Loyalty Programs Travel ROI 40

SurveySensum

MAY 2, 2024

The new treats became instant bestsellers, driving sales and customer engagement. This is the power of closing the loop – not just listening to feedback but delving into the data to reveal hidden gems that transform your offerings and delight your customers. The results were phenomenal.

Customer Service 52

Customer Service Social Media Loyalty Feedback 52