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Good Points Blog

Prioritizing customer experience and saving millions

The Company

An international travel industry leader was looking for a simple-to-use and innovative idea to mitigate customer service disruptions while maintaining the trust and loyalty of its customers.

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How a travel leader motivates customers and saves millions

The Company

An international travel industry leader serving 180 million customers worth $40 billion annually across more than 300 locations, making them the largest industry player by both asset value and market capitalization.

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Retaining FI Customers and Driving Brand Loyalty

We all make mistakes, and while most people believe that everyone deserves a second chance, financial institutions often find that a single foul-up can result in a lost customer. So how can your organization fight that response? We set out to answer that question, and, in particular, the role compensation plays in customer recovery.

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Five steps to handling a negative social media post

When loyalty program managers open their emails at 8 a.m., some may watch their inbox load through cautiously squinting eyes, hoping they don’t see the dreaded “high importance” exclamation point from someone on the social media team. According to Tracx, a social media monitoring service, there are more than 2.8 billion social media users worldwide – and that means, there are 2.8 billion people with their own personal broadcast channel in both good times and bad.

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Successful customer service processes and your bottom line

By: Sue Stone

You don’t need an MBA to understand that keeping existing clients is less expensive than attracting new ones. While the Harvard Business Review tells us it’s five to 25 times more expensive to acquire a new customer than to keep a current one, there’s something logically intuitive that tells us that customer loyalty just makes sound business sense. And yet, so many companies today are not living up to their lip service when it comes to customer service. After all, customer service isn’t just the agent on the other end of a phone call or a chatbot. True customer service is much broader, encompassing an organization’s process, philosophy, structure and execution.

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Industry insights on service recovery

There are a variety of metrics organizations use to determine how their loyalty programs are running. Some program managers may look at industry report cards, others evaluate reward consumption or purchases made following a service remediation. If your organization is looking to revisit its customer service remediation program, arm yourself with insights that may help your program be more effective.

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One-stop shop for all things ancillary travel and loyalty rewards

Who doesn’t love an arsenal of information at their fingertips? Over the years, Connexions Loyalty has generated a plethora of information – everything from understanding consumers’ preferences to helping brands combat the growing threat of loyalty fraud.

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