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)

A five-point plan to boost FFP engagement

In its white paper, the company outlines five effective steps airlines can take to heighten demand and brand loyalty as well as boost incremental revenues. The company says it is now challenging airlines to follow those five steps, including:

1. Invest in deriving insight from customer data (transactional and behavioural) to continually evolve programme content by tailoring rewards to different customer segments and keeping abreast of changing customer needs.
2. Plan a rewards strategy that focuses on matching the portfolio of rewards to the wants and needs of its programme members; not simply through partners that offer the best commercial arrangements.
3. Work closely with partners to identify and source content that resonates with the airline's brand - where complementary 'fit' reinforces the aspirational appeal of the rewards. Airlines should aim to provide an offering of goods and services unique to them to remain differentiated from competitors.
4. Use technology to deliver rewards that can add value by bundling appropriate products, up-selling and cross-selling so that members feel that they are getting value from rewards and offers, which also enhances the user experience.
5. Use technology to deliver higher levels of personalisation based on insights gained from data and user interactions.

"Demanding customers, who are used to an increasingly high quality retail experience on and offline have every reason to now expect, their loyalty programmes to offer similar experiences," said Dan Martin, commercial product manager for Collinson Latitude. "We believe it is essential to make 'value' a key priority when designing your loyalty programme - from the sourcing of rewards right through to the technology platforms you select to deliver these. Investing time in this will create customers who remain engaged, demonstrate high redemption rates and ultimately remain profitable to your programme and your business."

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)