Have you seen The Customer Experience Factbook?

In this 180+ page report, you'll find all the information and support you need to build a profitable, effective CX Improvement Program that spans every part of your business. You'll be able to implement and manage meaningful and profitable change, and grow your bottom line despite a slowing economy.

Get it on Amazon (Kindle/Print)

Three key travel loyalty trends for 2012

The first trend that Barnard observed is that 2012 will be 'the year of distribution and integration'. While this change will be partly driven by the pace of technology advancement in areas such as mobile platforms, social networks, digital wallets, and e-commerce platforms, the real driver will be the consumer.

Loyalty rewards and e-commerce will become increasingly more integrated as partnerships are forged between loyalty programmes and e-commerce platforms such as Magento and Shopify. As part of the trickle down, consumers will receive loyalty rewards when making purchases at smaller online retailers to sweeten the deal.

The second trend is simply one of consumer convenience. Loyalty programme members are increasingly looking for their programmes to show up where they happen to shop, rather than the other way around. The company's research has shown that 73% of loyalty programme members, when given a choice, always choose a retailer that offers points or miles. It was also noted that, following an airline merger, almost all consumers want seamless transitions and ease in navigating their revamped and merged frequent flyer programme memberships.

The third trend is that the 'loyalty horizon' is broadening rapidly. The loyalty industry has evolved greatly from mere status levels and redemptions for airline tickets or hotel rooms. As programme members adapt to widely distributed services (e.g. mobile offers, daily deals, apps, and social networks) they will become increasingly more engaged in loyalty programmes that follow suit.

Moreover, consumers will expect to use their travel-related points and miles for purchases other than travel. Supporting this idea, Points.com recently launched its range of 'Low Balance Offers', allowing loyalty programme members to redeem small numbers of points or miles for various online services and subscriptions. At the same time, the site's Gift Registry service also allows consumers - in the same way as a wedding registry - to give the gift of travel in the form of US Airways Dividend Miles or JetBlue TrueBlue points.

Have you seen The Customer Experience Factbook?

In this 180+ page report, you'll find all the information and support you need to build a profitable, effective CX Improvement Program that spans every part of your business.

You'll be able to implement and manage meaningful and profitable change, and grow your bottom line despite a slowing economy. Grab this goldmine of easily adaptable and up-to-date strategies, walk-throughs, trends, technologies, research, suppliers and partners, plus all the supporting arguments you need to build a solid CX strategy.

While most marketers could list maybe a dozen key points for improving their brand's Customer Experience (CX), the researchers and writers at The Marketing Factbook have identified FORTY main 'CX Keys' which will help you drive your customers to new levels of delight, loyalty, advocacy and profitability.

The areas in which customers have direct contact with your organization are perhaps the most obvious places in which CX improvements can be made, and this report addresses all 24 of these 'Direct CX Keys', applicable to offline and online businesses alike.

At the same time there are many other areas that indirectly affect CX (such as the supply chain, policies and processes) in which every business can make simple but far-reaching improvements. This report guides you through the problems and solutions for all 16 of these 'Indirect CX Keys', many of which are often forgotten or under-played even in the best CX strategies.

Get it on Amazon (Kindle/Print)