ShepHyken

DECEMBER 4, 2020

When we refer to investing in the wrong technology, we are talking about technology solutions that are too expensive, have low adoption, and fail to deliver ROI. If this airline has primarily leisure travelers (i.e. families, vacationers, infrequent travelers) the adoption of this technology will likely be low.

Roadmap 113

Roadmap Customer Experience Airlines Travel 113

Inbenta

OCTOBER 20, 2020

Bad word-of-mouth travels fast as dissatisfied customers are eager to share their negative experiences with their social circle. Increase ROI. Last but not least, automating back-end processes thanks to a case management and ticketing system enables companies to assist their agents in being more productive, thus increasing ROI.

Interaction 98

Interaction Social Media ROI Reference 98

SurveySensum

MARCH 12, 2025

They can use cross-tab for survey responses based on: Airport of departure (JFK vs. LAX) Time of day (Morning vs. Evening flights) Cabin class (Economy vs. Business vs. First Class) They discover that JFK morning travelers in Economy experience the longest wait times, while Business passengers enjoy faster check-ins due to dedicated counters.

Airlines 52

Airlines Net Promoter Score Travel Customer Satisfaction 52

BlueOcean

DECEMBER 13, 2022

Furthermore, this personalization should be happening at every member touchpoint—but that’s not often the case. A team of passionate, empowered agents can affect your loyalty program’s ROI. These brands understand they have a shared consumer and can offer a greater diversity of products and services through strategic partnership.

Loyalty Programs 177

Loyalty Programs Loyalty Social Media Rewards Programs 177

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.

E Commerce 101

E Commerce Multi-Channel Omnichannel Touchpoint 101

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

Kustomer

DECEMBER 21, 2021

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.

Customer Experience 95

Customer Experience E Commerce Multi-Channel Omnichannel 95

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

ShepHyken

JULY 31, 2020

Customer experience, on the other hand, means the overall customer journey across various touchpoints and involves every interaction the customer has with the business. However, Julie goes one step further as it combines effective CX with customer service to help travelers book their rail travel and assist them by pre-filling forms.

Customer Service 87

Customer Service Customer Experience Net Promoter Score E Commerce 87

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

BirdEye

APRIL 24, 2023

This enables businesses to optimize their efforts and achieve a better return on investment (ROI) compared to traditional marketing methods. Sales cycle: B2B usually has a longer sales cycle involving multiple touchpoints, as purchasing decisions are more complex and require approval. Why is digital marketing important?

Marketing 93

Marketing Social Media B2C Advertising 93

Kitewheel

MARCH 25, 2019

For an airline, it may be as simple as streamlining the boarding process, a major source of stress for travellers. The first step to completing this spring cleaning activity is to take a look at the CX data that you do have and compare that with a list of experiences and touchpoints your various teams have built out.

Hotels 76

Hotels ROI Customer Journey Retail 76

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

BirdEye

FEBRUARY 5, 2025

Example: A travel agency reposts a customers original post about their recent trip, tying it to their own services. Example: A travel blogger shares a stunning photo of your hotel. This transforms the repost into a meaningful touchpoint for engagement. This ensures trust and avoids copyright issues. Watch the Free Demo Now.

Social Media 52

Social Media Brand Values Brands Engagement 52

BirdEye

MAY 3, 2023

The platform’s well-crafted SEO strategy has enabled them to reach the peak of search results for various keywords surrounding travel queries. Video content marketing Whether through educational, review, or entertainment videos, this approach boosts conversions, improves ROI, and helps forge customer relationships.

Marketing 98

Marketing B2C Social Media Multi-Channel 98

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. These travelers likely can offer a substantial upside revenue potential with just an average of one additional booking. Understand Each Customer Touchpoint.

Customer Experience 46

Customer Experience Airlines E Commerce Touchpoint 46

Avaya

JANUARY 3, 2017

Today, it’s not so much about what channels are used during the service experience, but rather how those channels are used to engage customers at every touchpoint, enterprise-wide. This type of environment supports the end-to-end customer journey with 360-degree transparency as interactions travel across an entire brand via any channel.

Multi-Channel 52

Multi-Channel Travel Customer Journey Contact Center 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

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

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

Currency Alliance

JANUARY 18, 2021

Ask any traveler checking into a hotel after an exhausting business meeting, a white-knuckle flight, or a surprise marriage proposal. This will enable a company to invest less in its loyalty operations and deliver more customer value – generating higher program ROI. A bed is not just a bed. The hotel is a dispensary of experiences.

Hospitality 52

Hospitality Loyalty Hotels Loyalty Programs 52

Happy or Not

APRIL 1, 2025

Using the right customer feedback tool at key touchpoints in the customer journey allows companies to identify customer pain points and take action swiftly. By integrating real-time customer feedback solutions at strategic touchpoints, companies can collect valuable feedback directly related to specific experiences.

Feedback 36

Feedback Net Promoter Score Customer Satisfaction Customer Retention 36

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. travel or luxury goods). This has not gone unnoticed by non-travel brands.

2021 52

2021 Loyalty Loyalty Programs Travel 52

Comm100

JANUARY 11, 2023

Travel: 16%. Without automation facilitating regular touchpoints throughout the customer journey, both customers and organizations benefit. Lower service costs and substantial ROI. The top markets currently profiting from chatbots include: Real estate: 28%. Education: 14%. Healthcare: 10%. Finance: 5%. million USD in 2022.

2023 98

2023 Customer Service Return on Investment Healthcare 98

Experience Matters

APRIL 7, 2015

The NICE Real-Time Web Engage solution helps leading banks, hospitality, digital media, content providers, travel and entertainment companies create meaningful customer experiences on their websites. Fizzback’s responsiveness and scalability ensures consistency of information and customer tracking from touchpoint to touchpoint.

2015 97

2015 Multi-Channel 2014 CEM 97

Currency Alliance

NOVEMBER 14, 2018

The souk , the shopping mall, Online Travel Agencies, and Amazon.com are all testament to this reality. Consider the travel sector. They are mostly geared towards business travellers; but as hospitality expert Douglas Rice discussed last month, 75 – 80% of hotel guests are infrequent holidaymakers.

Loyalty 45

Loyalty Loyalty Programs Travel Hotels 45

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). Maximize ROI from Customer Data. Define the strategy.

Loyalty 45

Loyalty 2019 Loyalty Programs Hotels 45

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

NOVEMBER 14, 2019

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. Brands accelerate adoption of microservices to improve agility. Cloud-based tech can solve this problem.

Loyalty 40

Loyalty 2020 Hotels Loyalty Programs 40

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

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. This means merchants and travel suppliers will be able to capture useful data insights from a much larger set of customers, who again start identifying themselves at the point of sale.

Loyalty 52

Loyalty Loyalty Programs Multi-Channel Travel 52

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 16, 2021

In travel programs, redemption options are usually assembled for the most active loyalty program members – who are typically frequent business travelers – with few, lower-value options that appeal to those members who earn only once or twice per year. Burn touchpoints in a redemption ecosystem. Management.

Loyalty 52

Loyalty Loyalty Programs Touchpoint Hotels 52

Currency Alliance

NOVEMBER 16, 2021

In travel programs, redemption options are usually assembled for the most active loyalty program members – who are typically frequent business travelers – with few, lower-value options that appeal to those members who earn only once or twice per year. Burn touchpoints in a redemption ecosystem. Management.

Loyalty 52

Loyalty Loyalty Programs Touchpoint Hotels 52

SurveySensum

MAY 2, 2024

The ROI of Closing the Loop It’s not just about warm and fuzzy feelings; closing the loop delivers a resounding ROI. Start small : Identify a single touchpoint in your customer journey where you can gather feedback and implement change. Studies show failing to close the loop can cost companies at least 2.1%

Customer Service 52

Customer Service Social Media Loyalty Feedback 52

Lumoa

APRIL 24, 2018

For example, if they worked for the travel sector, it would make sense to ask NPS. Plus, NPS samples are insufficient i.e. of the total customer base how many responses would we need across a range of touchpoints to make NPS statistically valid? My answer would be depending on their objectives, industry, products and services.

NPS 126

NPS Net Promoter Score Metrics Effort Score 126

inQuba

JUNE 7, 2021

Imagine deciding upon a much-needed family holiday to the beach and asking a travel agent friend to arrange every aspect of it. These factors differ across individuals and touchpoints, and change over time. Insight into effectiveness is essential when further optimizing for CX ROI. The perfect getaway, without the admin.

Customer Journey Mapping 52

Customer Journey Mapping Customer Journey Touchpoint Measurement 52