InMoment XI

OCTOBER 4, 2024

Managing this experience through a customer-centric approach can help businesses strengthen their customer relationships for long-term success. What is Customer Experience Management? To grasp customer experience management, it’s essential to first understand customer experience itself.

Customer Experience Management 195

Customer Experience Management Customer Experience Management 2024 195

Kayako

MAY 30, 2017

Get inspired to create a customer-centric business and improve your customer interactions by watching these popular motivational customer service videos on YouTube. I have selected these videos because each one has influenced our customer relationships and deepened our understanding of how to provide better customer support.

Loyalty Programs 79

Loyalty Programs E-support Loyalty Rewards Programs 79

Currency Alliance

JANUARY 18, 2021

It’s time for hotel operators to re-evaluate how well their ace in the hole – their loyalty program – is enabling every function of their business to deliver more value. Here are three predictions of how loyalty programs must evolve in hospitality. Yet like many hotels, most hotel loyalty programs are homogenous.

Hospitality 52

Hospitality Loyalty Hotels Loyalty Programs 52

Thematic

OCTOBER 30, 2024

You can collect VoC data through: Surveys Interviews Reviews Social media interactions This data is crucial for understanding customer satisfaction, identifying areas for improvement, and strengthening customer relationships. Direct customer feedback can provide actionable insights that help retailers enhance loyalty programs.

Voice of Customer 62

Voice of Customer Insights E Commerce E-support 62

CSM Magazine

FEBRUARY 19, 2025

By analyzing vast amounts of data, AI can detect patterns in customer behavior, allowing for hyper-personalized recommendations, dynamic pricing models, and even predictive menu adjustments. AI makes this level of customization not just possible, but increasingly standard in the industry.

Customer Experience 52

Customer Experience Social Media Competitive Advantage Customer Satisfaction 52

BirdEye

APRIL 1, 2025

Its online reviews , the most powerful and public reflection of your hospitality. Emotional loyalty, built through proactive review engagement, is often more powerful than loyalty programs or discounts. This builds guest engagement, strengthening your hospitality business and customer relationships.

Hotels 52

Hotels 2025 Books Management 52

CSM Magazine

FEBRUARY 5, 2025

Thats the concept behind the Customer Service Recovery Paradox. Brands that master this can turn slip-ups into opportunities to strengthen customer relationships, often resulting in higher satisfaction than if no issue had ever occurred.

Brands 52

Brands Customer Service Airlines Net Promoter Score 52

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

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 4, 2023

Loyalty trends, as we’ve said in our previous years’ trends articles, are interesting to think about – but they are not necessarily reflective of what your own brand should be focusing on in the next year. Norwegian Air Shuttle and Strawberry Hospitality Group have made public their intention to shake up their market.

2024 59

2024 Loyalty Marketing Loyalty Programs 59

Michelli Experience

NOVEMBER 8, 2017

Imagine a customer saying, “I’m not doing well because I just took my dog to the veterinarian and my sister was just diagnosed with lupus.”. Fortunately, most customers will deflect with a response of, “I’m fine.” It is a reciprocal act by its very nature that can serve as the basis of a relationship beyond the transactional sale.

Customer Experience 45

Customer Experience Loyalty Programs 2003 Travel 45

Retently

FEBRUARY 21, 2024

survey data helps identify effective marketing channels, adapt campaigns for better ROI, and build stronger customer relationships through informed strategy adjustments. This ensures your strategies remain aligned with customer expectations and market dynamics. Analyzing “How Did You Hear About Us?”

Social Media 78

Social Media Advertising Events Insights 78

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

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

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. Customers aren’t stupid.

Travel 40

Travel Airlines Customer Experience Hotels 40

SmartKarrot

NOVEMBER 18, 2022

Client success managers oversee all aspects of customer relationships within this field and ensure that clients are satisfied with their products before they go out the door. These companies include hospitals, clinics, and medical research facilities that use software for patient care management and billing purposes.

Download 10

Download Management Healthcare Retail 10

SmartKarrot

NOVEMBER 17, 2022

Client success managers oversee all aspects of customer relationships within this field and ensure that clients are satisfied with their products before they go out the door. These companies include hospitals, clinics, and medical research facilities that use software for patient care management and billing purposes.

Download 10

Download Management Healthcare Retail 10

BirdEye

FEBRUARY 18, 2025

In a world where travelers have endless options, hospitality marketing is crucial in attracting guests and building lasting relationships. It involves strategies like online advertising, branding, loyalty programs, and direct guest engagement. Here are some of the top hospitality marketing trends to watch: 1.

Hotels 84

Hotels Hospitality Marketing Guest Experience 84

BirdEye

MARCH 25, 2025

The Net Promoter Score (NPS) is a customer loyalty metric that measures how likely customers will recommend your company to others. Introduced by Fred Reichheld in 2003, NPS has become a widely used tool to capture customer sentiment and gauge the overall health of their customer relationships.

Net Promoter Score 52

Net Promoter Score NPS 2025 Metrics 52

ShepHyken

JANUARY 4, 2024

Including perks like loyalty programs — where customers can earn a discount after a number of uses — can further reduce customer churn rates and increase your customer lifetime value. Make customers feel special Keeping customers happy and loved is a sure-fire way of increasing customer retention.

Loyalty 71

Loyalty Customer Retention Social Media 2024 71