Bold360

DECEMBER 8, 2016

A funny thing happened when researchers asked consumers and marketers associated with the travel industry how they viewed the industry’s well-known loyalty programs. For the marketers – 66 percent of them – the programs were seen as a good way for customers to show loyalty to the brand. Far from it.

Customer Retention 63

Customer Retention Social Media Loyalty Programs Loyalty 63

ijgolding

FEBRUARY 3, 2015

Customer Journeys Customer retention and loyalty CX Strategy Retail Travel changing consumer expectation customer expectation customer experience Debenhams emotional Emotional engagement making life difficult for customers Marriot wi-fi marriott Marriott Hotels'

Hotels 101

Hotels Travel Customer Retention Retail 101

Bob Hayes

MARCH 19, 2018

Predictive analytics and artificial intelligence capabilities provide a way to extract insights from that data to help you improve the customer experience and optimize customer loyalty. Today, businesses can collect hundreds of variables about their customers. Answering Questions about User/Customer Loyalty.

Loyalty 93

Loyalty 2018 Travel Insights 93

Beyond Philosophy

MARCH 5, 2015

We can all learn a little about Customer centricity when we look at these examples from three major carriers in the US. Frequent travelers have all been there…sitting on the runway, hungry, thirsty, and needing to go to the lavatory but strapped in their seat, sometimes for hours. It’s unpleasant for everybody.

Airlines 132

Airlines Net Promoter Score Transportation CEM 132

CSM Magazine

AUGUST 14, 2020

Anastasia Tatsenko, Head of Sales and Customer Success at NetHunt CRM explains. In the regular world, obtaining customer loyalty is an important goal for any business to achieve. You can save up a lot of money by reevaluating your current strategy, which is exactly where customer retention comes to play.

Loyalty 85

Loyalty Customer Retention Feedback Sales 85

CSM Magazine

NOVEMBER 12, 2024

It’s well-known that keeping an existing customer is far more cost-effective than acquiring a new one. This understanding has pushed customer retention to the forefront in many businesses today. Yet, while companies have embraced new marketing strategies, retention strategies often lag, with many relying on outdated methods.

Customer Retention 59

Customer Retention E Commerce Competitive Advantage Travel 59

Bob Hayes

MARCH 19, 2018

Predictive analytics and artificial intelligence capabilities provide a way to extract insights from that data to help you improve the customer experience and optimize customer loyalty. Today, businesses can collect hundreds of variables about their customers. Answering Questions about User/Customer Loyalty.

Loyalty 74

Loyalty 2018 Travel Insights 74

SurveySensum

SEPTEMBER 21, 2023

In contrast, Company B chose to focus on retaining its existing customer base by introducing loyalty programs. This strategic move resulted in doubling their business, showcasing the power of leveraging customer retention to drive growth. So, customer retention is indeed crucial. But what is it exactly?

Customer Retention 52

Customer Retention 2023 Loyalty Programs Travel 52

Beyond Philosophy

JUNE 1, 2015

Are, beyond customers who would be loyal anyway, are they driving more purchase activity and narrowed consideration sets? And, what is the impact of loyalty programs on enterprise profitability? Key among these are: Integrate Loyalty Into the Full Experience. Michael Lowenstein, Ph.D., Use the Data.

Loyalty Programs 84

Loyalty Programs Loyalty Airlines Hotels 84

Retently

MARCH 18, 2019

Does your company retain its customers or take them for granted? Customer retention is one of the most important aspects of growing your company, yet it’s one that many companies overlook, focusing more on acquiring new customers. After all, brands with high customer retention are usually companies with high NPS score.

Net Promoter Score 133

Net Promoter Score NPS Customer Retention Loyalty 133

Currency Alliance

MAY 9, 2019

Few brands have yet appreciated that, as this blossoming mobility marketplace becomes highly competitive, strategies and tools will be needed to capture this insight, maximize customer retention, and minimize CPA – not just in their existing spheres of control, but across every channel that funnels customers to their service and keeps them engaged.

Loyalty 56

Loyalty Loyalty Programs Airlines Travel 56

Michel Falcon Experience

JULY 9, 2015

But what is it for customer-centric organizations? These are the companies that fight tooth and nail for customer loyalty. They are also the ones that invest resources into improving their customer experience, year over year, and don’t see their efforts as a mere campaign. It’s not a higher NPS score.

Loyalty 60

Loyalty Customer Retention Customer Centricity Download 60

ShepHyken

DECEMBER 10, 2021

Customer acquisition costs approximately five times more than customer retention, so what steps can companies take to keep the subscribers they already have happily engaged? . Look at the travel industry. It’s full of many customers lured in by loyalty programs. Seamlessly onboard your subscribers.

Engagement 91

Engagement Entertainment Loyalty Programs Travel 91

Beyond Philosophy

MAY 31, 2019

According to mentalfloss.com , some people believed back when the first trains were running that if women traveled over 50 mph, their uteruses would fly out of their bodies. Now we travel at hundreds of miles an hour with no concern for melting or reproductive organs flying out of anyone. Other people thought humans would just melt.

Technology 95

Technology Transportation Travel Consulting 95

ijgolding

NOVEMBER 18, 2014

Despite all the travelling I do these days, I am still someone who gets excited about travelling to places I have never been before. I often do not get much chance to see the sights and experience the culture, but I do get the opportunity to eat nice food, stay in good hotels and travel with well known operators.

Customer Expectations 86

Customer Expectations Hotels Airlines Travel 86

Kayako

AUGUST 12, 2022

eMarketer estimates that by 2024 almost 20% of total retail sales will be via eCommerce, and that estimate does not include travel and event ticketing or restaurant food delivery. The challenge for brands is ensuring that customer relationship management doesn’t suffer as online spending becomes the norm. Salesforce ).

Customer Service 117

Customer Service E Commerce Effort Score E-support 117

ijgolding

NOVEMBER 13, 2014

Grateful to have an amazing advocate of the financial benefits of improving Customer Experience. Grateful for any past, present or future customer of Ryanair. Customer retention and loyalty CX Professionals CX Strategy Travel customer experience Michael O''Leary Ryanair Ryanair Customer Experience Tony Ryan'

Brands 99

Brands Airlines Financial Travel 99

ijgolding

SEPTEMBER 18, 2014

We have been more than willing to furnish a consultant’s letter to confirm the above and his inability to travel. Channels Communication Channels Customer retention and loyalty Recovery Social Media Travel accessible Aer Lingus Brian Ward customer empathy customer experience emotional facebook functional Ryanair'

Airlines 84

Airlines Travel Social Media Definition 84

Currency Alliance

DECEMBER 13, 2018

Escalating competition across sectors – not a purported “death of loyalty” – is making loyalty harder earned. As a result, major loyalty trends for 2019 will see a wave of innovation as established brands trial new ways to retain share of mind. Loyalty marketing breaking ground in new sectors. Smarter budgeting.

Loyalty 45

Loyalty 2019 Loyalty Programs 2018 45

CCO Council

MAY 13, 2014

To effectively demonstrate value, customer executives need to show how their customer initiatives impact one or more of these key factors. In my previous post I described the historical retrospective approach whereby incremental per-customer or per–segment revenue gains are correlated with increasing loyalty and engagement.

Customer Centricity 85

Customer Centricity ROI Measurement Chief Customer Officer 85

One Millimeter Mindset

OCTOBER 22, 2018

When we fail to meet customer requirements after we initially attract and win their business. When customers become disenchanted, their loyalty is jeopardized. The next step is customer defection. Far too often, businesses of all sizes leave the customer’s loyalty in the hands of front-line employees.

Loyalty Programs 67

Loyalty Programs Leadership Loyalty Travel 67

Beyond Philosophy

DECEMBER 23, 2014

The article quotes travelers still smarting with the sting of disappointment from their unfulfilled vacation expectations. Reading these comments, I thought, “The Customers are feeling disappointed due to the way that their expectations have been set.”.

CEM 98

CEM Books Social Media Customer Centricity 98

ijgolding

JULY 1, 2015

Whilst there are often cultural differences from country to country, the premise is largely the same – how can we influence organisations to be more genuine and authentic at being Customer Centric so we can deliver greater advocacy, loyalty and growth. Now I have made it clear that I travel a lot.

Customer Experience 101

Customer Experience Travel Retail 2012 101

Beyond Philosophy

OCTOBER 25, 2019

In this case, technology has provided a disruptor gap in the hotel business by changing customer behavior. ” They saw consumers were looking for ways to travel differently and find better deals. As I often say, it is these “greater value” issues that foster customer retention and loyalty.

Hotels 104

Hotels Travel Hospitality 2019 104

Joe Rawlinson

DECEMBER 13, 2018

Lead generation : Marketers who customize content can expect to generate more leads than their less agile counterparts. Customer retention: The last benefit is critical since personalization improves customer loyalty and turns consumers into brand advocates. Scott`s the biggest passion is blogging and traveling.

Marketing 111

Marketing Social Media Consumers Travel 111

CSM Practice

MAY 13, 2020

We encourage you to explore the consolidated results of the survey to improve your understanding of business trends, to implement new customer retention strategies. The key findings arising from our survey results are as follows: Customer Engagement. They were able to communicate efficiently with customers and the company.

Customer Success 83

Customer Success 2020 Travel Customer Retention 83

ijgolding

DECEMBER 17, 2014

As a result, their overreaction to a problem and lack of support throughout the experience left a sour taste in the mouths of most customers concerned. Fortunately this type of thing does not happen on a regular basis – it is therefore unlikely to have a detrimental effect on customer loyalty toward the airline.

Airlines 83

Airlines Customer Journey Events Travel 83

Clarabridge

OCTOBER 23, 2015

Moreover, in a highly competitive environment, customer loyalty and customer retention is a key to provide customer care. As it costs 5 times the amount of money to acquire a new customer to retain an old one , customer loyalty is one of the top priorities for telecom brands.

Customer Service 64

Customer Service Transportation Social Media Hospitality 64

InMoment XI

APRIL 3, 2024

By aligning digital customer experience metrics with overarching business strategies, your organization can ensure that your measurement efforts are not only meaningful but also actionable.

Customer Expectations 195

Customer Expectations Touchpoint Omnichannel Social Media 195

ijgolding

JULY 18, 2016

As a result of travelling a great deal, I often write about my experiences of doing so. Some of the best and worst experiences I have ever had have been whilst travelling. I experienced this for the first time two weeks ago when travelling back from Johannesburg to Heathrow. I did get an apology….

Brands 91

Brands Travel Airlines Customers 91

ijgolding

NOVEMBER 25, 2014

I travel regularly with Virgin trains – their Wi-Fi has not worked properly for the last couple of years – it is Soooooo frustrating!!! Channels Communication Channels Customer Journeys Customer retention and loyalty Social Media Technology AirTight Wi-Fi Free Wi-Fi Lisa Rhodes Premier Inn social media Wi-Fi'

Social Media 84

Social Media 2014 Hotels Entertainment 84

One Millimeter Mindset

APRIL 1, 2021

As your traveling companion, start with these 5 One Millimeter Mindset® blog posts to guide us forward, together. Cross Functional Customer Retention Is Key To Strategy. Instead of wasting yet more time looking back through your professional rear view mirror, confidently focus your attention and motivation forward.

Blog 83

Blog Leadership Travel Consulting 83

Currency Alliance

JUNE 22, 2017

A year that could see a tipping point for customer loyalty programs. We’ve seen plenty of articles over the last couple of years about how the traditional loyalty program is falling short. We need to ask ourselves – do traditional drivers of customer loyalty still apply to the modern consumer?

Loyalty 40

Loyalty Loyalty Programs 2017 Social Media 40

ClientSuccess

DECEMBER 5, 2022

It helps drive better relationships between customers and the company, ensure customer satisfaction, and increase loyalty. Here are some top advantages that CABs can offer your company: • Strengthen relationships with key customers. Increase customer satisfaction, retention, and loyalty.

Customer Success 87

Customer Success Social Media Customer Journey Feedback 87

Service Untitled

OCTOBER 9, 2012

The high level of service a company provides makes the difference when it comes to customer retention and customer loyalty. The time honored “underpromise but overdeliver” sets the highest standards for outstanding customer service. photo by: bloomsburys.

Customer Service 72

Customer Service 2011 Hotels Loyalty Programs 72

ijgolding

AUGUST 4, 2015

That is why when it comes to the summer holiday – or any holiday for that matter – we hope and expect that the organisations we choose to travel with are able to deliver an experience that takes away as much of the potential stress as possible. I travel a lot – all over the world. Maybe there was hope after all.

Hotels 121

Hotels Travel Airlines Customer Journey 121

ijgolding

OCTOBER 16, 2014

Situated at the start of the M1, getting to it can often be tricky – on this particular morning it took me 45 minutes to travel 1.5 It is the way you handle them that will determine if a customer will come back to you in the future. miles to get a car checked out that was not even mine. My blood pressure was rising by the minute.

Customer Retention 115

Customer Retention Customers Customer Journey Travel 115