C3Centricity

JUNE 8, 2020

From ROI / ROR to ROE. These may include the friends of past guests, who have heard about the hotel or restaurant and are interested in visiting it for themselves. One good example of this, but I know many hotels are also doing it, is the Rosewood Mayakoba resort in Mexico. Renovation is more than Buildings.

Hospitality 122

Hospitality Customer Centricity Hotels Return on Investment 122

Steve DiGioia

OCTOBER 8, 2018

It’s not the ROI, the seamless journey between touchpoints, or even the capacity to personalize the product or service we offer. I was standing outside our hotel restaurant one evening and noticed a middle-aged couple walking out of the restaurant. Many service providers have lost sight of what really matters. Case in point….

Hotels 89

Hotels Hospitality ROI Touchpoint 89

C3Centricity

MAY 20, 2019

It is true that without satisfaction, customers will not return to a hotel or restaurant. From ROI / ROR to ROE. This wonderful hotel encourages its guests to photograph their experiences during their stay at the resort and then to share them with their friends on Facebook.

Hospitality 106

Hospitality Hotels Social Media Return on Investment 106

ShepHyken

JULY 26, 2019

Your tickets happen to arrive early, and the hotel automatically upgrades your room as complimentary. Every single touchpoint needs to be covered right from the moment they hear about you or found via Google to how easy or difficult it was to purchase things from you. That’s when customer experience comes into play.

Blog 120

Blog Customer Experience Net Promoter Score Competitive Advantage 120

SurveySensum

JULY 3, 2019

Despite the ongoing efforts hoteliers or restaurant owners have executed over the years, hotels or restaurants are still failing to deliver consistency in listening to guests. Understanding the growing expectations of guests can help you craft exceptional and personalized experience at different touchpoint. Source: New Voice Media ).

Guest Experience 74

Guest Experience Net Promoter Score Management Hotels 74

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

Kitewheel

MARCH 25, 2019

When someone is having an issue with guest services at a hotel for example, the hotel should not be bombarding them with ads for longer stays. Measure ROI across interactions. Measuring ROI is another place where customer journey orchestration can help. The first challenge is identifying the right metrics.

Hotels 76

Hotels ROI Customer Journey Retail 76

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. Ask any traveler checking into a hotel after an exhausting business meeting, a white-knuckle flight, or a surprise marriage proposal. A bed is not just a bed.

Hospitality 52

Hospitality Loyalty Hotels Loyalty Programs 52

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. incentivizing more touchpoints so that you can build emotional loyalty. >Data collection: integrate more touchpoints. being present at more stages in the customer journey.

Loyalty 64

Loyalty 2020 Loyalty Programs Travel 64

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. Let me re-emphasize: relationships are built by people and through positive experiences across all touchpoints.

Loyalty Programs 52

Loyalty Programs Loyalty Marketing Airlines 52

Thematic

MARCH 30, 2025

For example, if a hotel guest fills out a post-stay survey complaining about slow check-in, a manager might call or email the next day to apologize and confirm the issue is being addressed. A quick acknowledgment can be as simple as an email or message saying, “Thank you for your feedback, we’re looking into this.”

Feedback 62

Feedback Roadmap NPS Loyalty 62

SurveySparrow

JUNE 30, 2023

It involves aligning every touchpoint, from initial awareness to post-purchase support, to ensure a seamless and memorable journey for customers. Customers expect seamless experiences across different channels and touchpoints. Encompasses all touchpoints and interactions throughout the customer journey.

Customer Experience Design 52

Customer Experience Design Customer Experience Net Promoter Score Touchpoint 52

BirdEye

FEBRUARY 5, 2025

Example: A travel blogger shares a stunning photo of your hotel. This transforms the repost into a meaningful touchpoint for engagement. This data-driven approach ensures your reposting strategy continues to evolve and deliver ROI. This ensures trust and avoids copyright issues. Can we feature it on our page?

Social Media 52

Social Media Brand Values Brands Engagement 52

CSM Magazine

MAY 26, 2020

It’s not the ROI, the seamless journey between touchpoints, or even the capacity to personalize the product or service we offer. I was standing outside our hotel restaurant one evening and noticed a middle-aged couple walking out of the restaurant. Many service providers have lost sight of what really matters.

Hospitality 59

Hospitality Events Hotels Customers 59

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. And, since Currency Alliance is not in the data management business, I hope these trends are considered as unbiased.

2024 59

2024 Loyalty Marketing Loyalty Programs 59

Currency Alliance

FEBRUARY 20, 2023

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. Context’, as described in the next section, is constantly changing, and incentives should change as well to optimize medium-term ROI.

Loyalty 52

Loyalty Loyalty Programs Social Media ROI 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). Choice Hotels’ Smart Privilege scheme is another good example.

Loyalty 45

Loyalty 2019 Loyalty Programs Hotels 45

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 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

NOVEMBER 14, 2019

Hotels need to get rid of tiny plastic shampoo bottles (or prove that they are better than alternatives). At the Loyalty Surgery this year, IBM’s Greg Land said that their modern martech trial at Malaysia Airlines performed extremely well, delivering a 43% improvement in ROI. Brands reward more touchpoints to grow emotional loyalty.

Loyalty 40

Loyalty 2020 Hotels Loyalty Programs 40

Currency Alliance

NOVEMBER 14, 2018

Hotel loyalty programs are coming round to this view. They are mostly geared towards business travellers; but as hospitality expert Douglas Rice discussed last month, 75 – 80% of hotel guests are infrequent holidaymakers. marcomms integrations across more consumer touchpoints. This is a missed revenue opportunity.

Loyalty 45

Loyalty Loyalty Programs Travel Hotels 45

Pointillist

JULY 5, 2019

And before even considering your request for increased resources, your CFO wants you to show the ROI of your customer experience initiatives. Customer journey analytics is a breakthrough technology that provides the power to look across millions of actual customer journeys spanning numerous touchpoints, channels and time periods.

Voice of Customer 45

Voice of Customer Net Promoter Score NPS ROI 45

Currency Alliance

DECEMBER 19, 2022

Today, revenue management systems know 30 days in advance, probably within one standard deviation, how many seats will be empty on any given flight, or how many hotel rooms will go unsold – and so both teams can work more proactively together, to optimize value for the company from that available inventory.

Loyalty 52

Loyalty Marketing Airlines Loyalty Programs 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. These include: hotel rooms that would go vacant. Airlines and hotel groups are masters at this. Management.

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. These include: hotel rooms that would go vacant. Airlines and hotel groups are masters at this. Management.

Loyalty 52

Loyalty Loyalty Programs Touchpoint Hotels 52

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

MARCH 30, 2022

At many businesses, however, loyalty teams still attract relatively few resources compared to the ROI that loyalty can deliver when best-practices are observed. Innovating with scant resources. In recent years, brands have invested more in loyalty. Loyalty departments have not always had easy relationships with CFOs and CEOs.

Loyalty 52

Loyalty Loyalty Programs Airlines Hotels 52

Currency Alliance

JUNE 11, 2017

Stated a different way, ROI from loyalty marketing investments could grow exponentially with a few tweaks that put the customer´s interests first. 2017 will be the year in which brands must enhance the real value of their currency and align all touchpoints with a broader and compelling loyalty strategy.

Loyalty 52

Loyalty Loyalty Programs Multi-Channel Travel 52

John Paul

JULY 26, 2018

Brands and companies who pay for customer loyalty strategies such as concierge on behalf of their customer or employees, will see services like this emerge as a scalable option for larger groups of people, and those who have invested behind the high-touch service will see increased ROI. Connected Devices & Smart-Home Assistants.

2018 45

2018 Technology Hospitality Hotels 45

CSM Magazine

AUGUST 22, 2019

Deliver Seamless Omnichannel Support, Anytime, Anywhere: Map your key points of interaction, break into new social and digital touchpoints, synchronize channels to capture the entire customer journey and personalize each experience. SVP, Global Loyalty & Partnerships, Wydham Hotels & Resorts. VP, Marketplace Operations, Nike.

Customer Service Strategies 40

Customer Service Strategies Customer Service Airlines Chief Customer Officer 40

Currency Alliance

APRIL 15, 2024

Consumers will be able to consolidate more loyalty value in fewer currencies, and brands in categories with lower emotional appeal will attract many more customers who want the points/miles of an aspirational brand, such as an airline or hotel group. On the customer side, you’re looking to create the greatest possible perceived value.

Loyalty Programs 52

Loyalty Programs Loyalty Airlines Banking 52

Chattermill

SEPTEMBER 8, 2019

In this example, customers get a clear CTA, specifically sending them to review their hotel experience on TripAdvisor. Instead, make a point of asking for feedback at specific touchpoints where customers are likely to be satisfied. Add calls-to-action on confirmation pages, in follow-up emails, and product pages. Wrapping Up.

Social Media 45

Social Media Feedback Touchpoint Brands 45

Optimove

JANUARY 16, 2024

Opti-X has transformed digital experiences across various touchpoints, resulting in higher customer satisfaction and improved conversion rates. Pancras Hotel on March 20 th to 21 st. Opti-X : In February, following our acquisition of Graphyte in 2022, we launched Opti-X, a native tool within the Optimove platform.

2023 52

2023 Net Promoter Score 2012 2026 52

Chattermill

SEPTEMBER 8, 2019

In this example, customers get a clear CTA, specifically sending them to review their hotel experience on TripAdvisor. Instead, make a point of asking for feedback at specific touchpoints where customers are likely to be satisfied. Add calls-to-action on confirmation pages, in follow-up emails, and product pages. Wrapping Up.

Social Media 40

Social Media Feedback Touchpoint Brands 40

Currency Alliance

FEBRUARY 10, 2020

To see how valuable these partnerships could be, with proper data sharing, consider a partnership with a hotel. But if it then emerges that the customer has made an expensive hotel booking, that might suggest they save in order to splash out once in a while. Town Lodge Hotels. Musica (entertainment). Net Florist. Engen (fuel).

Loyalty Programs 52

Loyalty Programs Loyalty Hotels Travel 52

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. deploying AI to automate touchpoints. The functionality in loyalty systems is being broken up. enabling more customer self-service.

2021 52

2021 Loyalty Loyalty Programs Travel 52

Currency Alliance

JUNE 11, 2019

Your payment card may register at dozens of online and offline touchpoints every day. They even make the points more valuable when redeemed for aspirational items like hotel nights, than when a customer uses them to reduce their monthly bill. More money, fewer monies. Such an appreciation of the importance of liquidity (i.e.,

Banking 40

Banking Loyalty Consumers Loyalty Programs 40