CustomerGauge

JANUARY 15, 2016

The Net Promoter Score® (NPS) and its expanded version the Net Promoter System are metrics proven to measure customer loyalty. The importance of the Net Promoter Score is that it gives you insights into your customer loyalty spectrum. Relationship surveys seek to investigate a customer’s loyalty to a company/brand.

Net Promoter Score 113

Net Promoter Score Loyalty NPS Touchpoint 113

Experience Investigators by 360Connext

FEBRUARY 12, 2015

TripIt by Concur – This travel organizer has saved me on countless occasions. Schedule a Touchpoint Discovery Workshop or let our Customer Experience Investigation™ team micromap the journey. The evaluations always lead to improvements which then lead to results like increased online conversions or loyalty. Let us know!

Customer Journey Mapping 230

Customer Journey Mapping Workshop Customer Journey Consulting 230

CloudCherry

MARCH 19, 2019

NPS was always meant to be a proxy for true customer loyalty, because we didn’t have the means to measure it before. Understanding the paths each segment of customers travel allows DBS to attribute differences in customer income to differences in CX. Does it actually move the needle? Don’t delay the process.

Financial 218

Financial Metrics Customer Journey Mapping NPS 218

CSM Magazine

JULY 13, 2022

Each one is a chance for you to nurture their interactions towards a sale, referred to as customer touchpoints. Optimizing your customer touchpoints can lead to stronger brand loyalty, more revenue, and improved sales. A customer touchpoint is any interaction a customer has with a business, from first learnings to repeat sales.

Touchpoint 69

Touchpoint Customer Journey Loyalty Programs Social Media 69

InMoment XI

APRIL 3, 2024

But where customer experience takes every interaction into account, the digital experience focuses more specifically on those interactions that occur with digital touchpoints. In other words, these touchpoints include a broad range of interactions and are constantly growing to encompass an ever-greater portion of the customer journey.

Customer Expectations 195

Customer Expectations Touchpoint Omnichannel Social Media 195

Maz Iqbal

NOVEMBER 11, 2014

This almost always involves looking at way of reducing customer effort at specific touchpoints e.g. call-centre, or specific customer interactions e.g. when buying something. The experience of membership, of community, of being in it together, of participation, of loyalty, of honest dealing between network and its customers?

Travel 107

Travel Customer Experience Leadership Innovation 107

Currency Alliance

DECEMBER 17, 2019

This is the blog version of our Loyalty Strategy Guide 2020. For a more engaging read, click here to Currency Alliance Loyalty Strategy Guide 2020. There was a mix of good and bad, for loyalty in 2019. The widespread devaluation of loyalty currencies during the past few years brings this into sharp focus.

Loyalty 64

Loyalty 2020 Loyalty Programs Travel 64

TechSee

SEPTEMBER 24, 2019

Sam travels often for business. Delivering a consistent customer experience is imperative for companies that want to drive loyalty. Channel consistency: With so customer touchpoints and channels, seamless omnichannel experiences allowing customers to move back and forth from one device to another are vital. Will Sam be back?

Customer Experience 150

Customer Experience Hotels Social Media Omnichannel 150

NetBase

MAY 23, 2019

How does social listening impact customer care in one of the most experiential categories – i.e., Travel & Hospitality? Social listening clues you in to the issues that are top-of-mind for travelers, as well as which matter most. The post Travel Customer Care Excellence, Informed by Social Listening appeared first on NetBase.

Travel 56

Travel Customer Care Information Hotels 56

Currency Alliance

OCTOBER 12, 2021

Loyalty partnerships with complementary brands are the best way to create additional value, for customers and for your business. Depending on the maturity of your loyalty program, you may already have some program partners, or be a partner in somebody else’s program. How loyalty partners co-create value.

Loyalty 59

Loyalty Loyalty Programs Airlines Travel 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. 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

ShepHyken

AUGUST 11, 2024

The experience a company provides is often as important as its products or services when it comes to customer satisfaction and loyalty. And in today’s digitally driven world, there are more customer touchpoints and ways of communicating than ever before, making it imperative to get CX right. But there’s more. Don’t overlook the data!

Article 91

Article Customer Service Loyalty Programs 2024 91

TechSee

FEBRUARY 5, 2019

The user effectively becomes the hands of the equipment supplier, boosting satisfaction and engendering long-term loyalty. Life’s a journey, and each trip involves interactions with multiple companies from different industries such as travel, hospitality and retail.

2019 173

2019 Customer Experience ROI 2025 173

InMoment XI

MARCH 4, 2024

While some may think the Likert scale is only used in academic research, it is a cornerstone of survey strategies across various industries such as travel & hospitality, automotive, and financial services. It is hard to talk about survey methodology and practices without mentioning the Likert scale. What is the Likert Scale?

Net Promoter Score 195

Net Promoter Score Measurement Automotive Customers 195

Currency Alliance

FEBRUARY 26, 2021

So, with competition across nearly every category, all companies now need a loyalty strategy. Not every company needs a loyalty program with points, gift cards, or other incentives, but very few businesses can survive without a base of loyal customers that makes up 30-50% of recurring total sales. Evolution of businesses’ CX functions.

Loyalty 59

Loyalty Customer Engagement Engagement Airlines 59

InMoment XI

SEPTEMBER 1, 2022

Deploy Microsurveys at Key Touchpoints: Get customer feedback in the moments that matter. Why Is Customer Retention Important? Recover Customers Effectively. Calculating the Value of Customer Retention Using Customer Lifetime Value (CLV).

Customer Retention 195

Customer Retention Telecommunications Customer Journey Mapping Retail 195

Currency Alliance

MAY 9, 2019

Enter: loyalty marketing. This article describes why a Loyalty Strategy will become the only long-term, sustainable point of differentiation in the mobility portal wars, because sufficient capital will find innovative growth companies and legacy players will eventually learn how to become more agile. It was a profitable discovery.

Loyalty 56

Loyalty Loyalty Programs Airlines Travel 56

Experience Investigators by 360Connext

MAY 19, 2020

Understanding the journey from your employees’ perspective helps provide valuable perspective to encourage retention, loyalty, and even more happiness and fulfillment for the people you make your organization run. Understand those key, critical touchpoints. But WHY should they? Click To Tweet. Encourage lifelong learning.

Connections 143

Connections Seminar Employee Experience Touchpoint 143

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. The functionality in loyalty systems is being broken up.

2021 52

2021 Loyalty Loyalty Programs Travel 52

Currency Alliance

DECEMBER 19, 2022

It has the potential to address a lot of business challenges, and enable many forms of elusive innovation in loyalty marketing. The biggest opportunities for loyalty programs relate to operating more efficiently to reduce cost, and improving personalization. As the saying goes, ‘garbage in, garbage out’.

Loyalty 52

Loyalty Marketing Airlines Loyalty Programs 52

Currency Alliance

FEBRUARY 10, 2021

If a new CEO replaced you tomorrow, and had no previous connection to the current loyalty program, what changes do you think she would make? We hear loyalty leaders state all the time that they have embraced ‘best practices’. That’s right, loyalty programs should be a profit center. Nobody granted those loans on a whim.

Loyalty Programs 52

Loyalty Programs Loyalty Touchpoint ROI 52

Currency Alliance

JUNE 16, 2020

For most of the last decade, loyalty marketing seemed to be on autopilot for many brands – but the tide is turning. Many of the entrants to this years’ Loyalty Magazine Awards were as adept with data and technology as marketers in many other disciplines. Brilliantly, Voxi has spun this very feature into a loyalty driver.

Magazine 52

Magazine Loyalty Innovation 2020 52

ShepHyken

APRIL 30, 2021

That’s why it’s essential to create a unified personalized customer service plan that delivers a consistent experience across all your customer touchpoints. Not surprisingly, the way you treat them, whether, during the research phase, sale, onboarding, or later has a huge impact on your brand’s reputation and customer loyalty.

2021 154

2021 Customer Service Omnichannel 2020 154

Currency Alliance

FEBRUARY 20, 2023

This article on the loyalty rules engine is probably the second-most important article I will ever write on loyalty marketing*. It is the most powerful, yet under appreciated module (or tool) in a loyalty marketing stack of software. This would not require much of a rules engine – since your program has no variation.

Loyalty 52

Loyalty Loyalty Programs Social Media ROI 52

ShepHyken

JUNE 15, 2020

The Rise Of Premium Loyalty: What Do Your Customers Expect in 2020? by Retail TouchPoints. Retail TouchPoints) In 2020, revenue is critical. And one of the biggest factors contributing to revenue is customer loyalty. The goal is to build revenue while building and earning your customers’ loyalty.

2020 81

2020 Article Customer Service Retail 81

PeopleMetrics

MAY 15, 2015

As hobos traveled through towns, they used a series of symbols to convey information to each other—including dangers, opportunities, and helpful tips. Every individual interaction—every customer experience touchpoint—not only affects an individual customer’s opinion about your business, but also the overall opinion of all of your customers.

Customer Experience 104

Customer Experience Net Promoter Score Touchpoint Culture 104

Currency Alliance

DECEMBER 1, 2020

Apart from adapting to mobile apps and ditching plastic cards, the typical loyalty programs in 2020 still operate pretty much the same as they did at the turn of the century. Why hasn’t loyalty? The result is few loyalty initiatives have kept pace with the dramatic changes of customers and their behaviors.

Loyalty Programs 52

Loyalty Programs 2025 Loyalty Multi-Channel 52

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

Currency Alliance

NOVEMBER 16, 2021

Flexibility around loyalty redemptions is crucial to creating meaningful value for every customer. This is really important, because the lifetime value of a customer that reaches a reward soon after joining a loyalty program, or if one sees they are making good progress towards something aspirational, is typically dozens of times higher.

Loyalty 52

Loyalty Loyalty Programs Touchpoint Hotels 52

Currency Alliance

NOVEMBER 16, 2021

Flexibility around loyalty redemptions is crucial to creating meaningful value for every customer. This is really important, because the lifetime value of a customer that reaches a reward soon after joining a loyalty program, or if one sees they are making good progress towards something aspirational, is typically dozens of times higher.

Loyalty 52

Loyalty Loyalty Programs Touchpoint Hotels 52

Currency Alliance

APRIL 10, 2021

If a new CEO replaced you tomorrow, and had no previous connection to the current loyalty program, what changes do you think she would make? As CEO, the time you can dedicate to your loyalty program is probably close to zero. The reason I’m writing this article is that many loyalty teams have, historically, not executed brilliantly.

Loyalty 52

Loyalty Marketing Loyalty Programs Touchpoint 52

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

SurveySensum

JUNE 13, 2021

Their strategy drills down to fine details as to how the customer would be served at each touchpoint — both online and offline. These strategies are bolstered with specific marketing and customer experience tactics that will drive loyalty and revenue growth. . Here are some such marketing strategies to expand your CX strategy.

Marketing 111

Marketing Social Media Travel Touchpoint 111

Currency Alliance

MARCH 21, 2019

Loyalty systems were some of the first marketing technology, dating back 35 years. Making the same progress in loyalty has been much more difficult. The typical incumbent loyalty technology platform comprises five core modules: CRM/Analytics Platform. Loyalty Rules Engine. Now, these legacy systems are showing the strain.

Loyalty 58

Loyalty Banking Loyalty Programs Hotels 58

Currency Alliance

FEBRUARY 26, 2019

In December 2018, we published what we consider will be the Top 10 Trends in loyalty marketing during 2019. Businesses, their markets, and customer behavior have evolved dramatically in the past 10 years, yet most loyalty programs have only made incremental changes (in some cases to the detriment of customers). A little more context.

Loyalty 45

Loyalty 2019 Loyalty Programs Hotels 45

Kustomer

FEBRUARY 25, 2022

It’s becoming clear that customers are more inclined to engage with businesses through multiple touchpoints within a single purchasing journey. The best support experiences still rely on real human interaction at specific touchpoints. Sometimes, these failures exist in specific touchpoints. image source: superoffice.com.

Multi-Channel 101

Multi-Channel E Commerce Omnichannel Touchpoint 101

Currency Alliance

JUNE 19, 2019

This was my second year on the judging panel at the Loyalty Magazine Awards. Gamification and personalization have come on leaps and bounds in loyalty to supplement points and rewards. Points are perceived by customers as a kind of currency; underperforming loyalty brands, equally, prioritize this purely transactional insight.

Magazine 49

Magazine Loyalty 2019 Loyalty Programs 49