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Increase Customer Experience to Increase Loyalty

Posted, by Deborah Merkin
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The age old business model "give 'em what they want and they'll keep coming back" still rings true today. Customer experience is critical in maintaining repeat business which drives incremental revenue. Loyal customers also use word-of-mouth to refer their friends and family to your business. In the extremely competitive hotel industry, big chains and boutique hotels alike compete to give busy travelers what they went, when they want, where they want. Providing information to all of their devices and channels becomes critical to giving them the customer experience they need. According to a new study by Magnani Caruso Dutton here are the top 5 pieces of information travelers look for on a hotels mobile site or mobile app:

  • 80% of travelers are looking to find offered amenities and hours
  • 78% look for area maps
  • 73% look for automated check-in
  • 73% look for late check-out
  • 68% look for concierge tip about what to do in the area

If consumers are looking for this volume and diversity of information for critical travel needs, they look for it in all aspects of shopping and commerce. These trends can be extrapolated into retail activity on a broader level. Mobile payments are the next frontier for retail technology. Consumers want to research, buy, and gift everywhere they go with their tablets and phones. If they get it, they will be long-term loyal customers, if not they will look elsewhere. Is your business ready to give consumers the experience they need?
For more information about customer experience leading to loyalty check out Loyalty 360.

Topics: Customer Engagement, Gift Card Trends, eCommerce, Rewards & Loyalty, General Gift Card

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