Express, Red Lion Hotels Champion Customer Experience in Hospitality and Retail

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Intriguing Sessions on the power of engaging customers in the retail and hotel sectors at every point of the customer journey at Loyalty360's Engagement & Experience Expo.

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Brands like Express and Red Lion Hotels are leading the charge in creating exceptional customer experiences and engaging customers through personalized, omnichannel strategies.

In a time when it is increasingly easy for companies to use digital technologies as a crutch rather than a tool, providing memorable, sustained experiences for the customer is critical for driving loyalty.

At the 4th annual Engagement & Experience Expo, Express and Red Lion Hotels will present distinct sessions on building customer experience at a thriving hotel corporation and an iconic fashion brand, respectively.

The session presented by Red Lion Hotels, titled, “Guests Are Forced to Earn Our Loyalty: What’s Wrong with This Picture?” will explore the company’s transition from an archaic points-based program, to a more fluid program that recognizes guests as individuals and perpetually rewards them with surprises and delights. The session will give insight into the makings of this revolutionary rewards system, which does not give customer entitlements based on a rigid, tiered rewards structure. By rewarding customers on a more continual and personalized basis, Red Lion Hotels makes the customer experience the focal point – not the loyalty points.

For some brands, more attention is given to omnichannel strategies for narrow demographics. Express, the iconic fashion brand for Millennials, and InMoment, will present a session titled, “Express on the Role of Customers in Omnichannel Strategy.” In this session, attendees will learn how Express tailors its brand experience to a digitally savvy generation of shoppers, carefully finding the balance in level of personalization offered. Additionally, the session will explore how an omnichannel customer strategy can uncover pain points, and help companies listen to the true needs of consumers.

“We are incredibly thrilled to have Express and Red Lion Hotels present at the 4th annual Engagement & Experience Expo,” shared Erin Raese, President and COO, Loyalty360−The Loyalty Marketers’ Association, said. “Brands like Express and Red Lion Hotels are leading the charge in creating exceptional customer experiences and engaging customers through personalized, omnichannel strategies. Attendees are sure to walk away with invaluable insight from these esteemed brands.”

About Engagement & Experience Expo
Engagement & Experience Expo is a forum to openly discuss customer, brand and channel challenges and solutions. Discover how to optimize the customer experience at all touch-points and increase the impact of engagement throughout the customer lifecycle. Through a robust slate of best-in-class speakers and interactive discussions, attendees will learn about the latest theories, best practices, relevant case studies, emerging trends and strategies that drive measurable behavioral change and quantifiable results. The 4th annual Engagement & Experience Expo will be held Nov. 10-12, 2014, at the Renaissance Dallas Hotel in Dallas, Texas.

About Loyalty360
Loyalty360 is an unbiased, market driven, voice-of-the-customer focused clearinghouse and think-tank that is committed to bringing customer loyalty to the forefront as a critical marketing strategy. A trusted source for cutting-edge research, best practices, and networking opportunities, Loyalty360 gives members the expert insights and guidance they need to better understand loyalty and develop programs that effectively engage their customers and employees and build stronger relationships with them. http://www.loyalty360.org

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Erin Raese
Loyalty360
+1 (513) 800-0360 Ext: 130
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