Zeisler Consulting

DECEMBER 7, 2020

One of my Five Principles of Good CX is Communication. With all the disruption of travel this spring, I’m not alone in having had to cancel flights. You can screw a lot of things up with your Customers and they’ll still forgive you, but if you’re keeping information from them or leaving them in the dark, there’s really little excuse.

Communication 93

Communication Airlines Course Travel 93

Interactions

MAY 20, 2021

With travel restrictions decreasing and consumers feeling more comfortable leaving their homes, this summer will see a rebound in traffic after a year-long hibernation. According to new research by Zapwater Communications , 65% of Americans are looking forward to traveling again, both internationally and domestically.

Hospitality 62

Hospitality Travel Brands Self Service 62

InMoment XI

APRIL 3, 2024

The customer experience—how buyers feel about their collective interactions with a brand—defines and motivates customer action. But with the advent of the information age and the communication technologies that support it, a new facet of customer experience has emerged: digital experience. Why is Digital Customer Experience Important?

Customer Expectations 260

Customer Expectations Meeting Customer Experience Touchpoint 260

SurveySparrow

NOVEMBER 7, 2023

Interactive Features: Engage users with video surveys, quizzes, and personalized Thank You pages, enhancing the survey experience. Typeform enables businesses and individuals to create interactive forms, quizzes, and polls that capture meaningful insights. Collaborate seamlessly within ChatGPT and streamline communication processes.

Interaction 52

Interaction Social Media Survey Hotels 52

InMoment XI

JANUARY 16, 2024

By integrating these advanced technologies, these companies aim to streamline customer interaction, automate routine tasks, and optimize their overall operations. This data may include historical customer interactions, transcripts of conversations, customer profiles, and information from other relevant databases.

Contact Center 260

Contact Center Virtual Agent e-support Chatbots 260

Interactions

APRIL 1, 2021

How can brands ensure that their communication is increasing loyalty, and not scaring customers away? First, let’s look at the basics of proactive communication. What is proactive communication? Proactive communication in the contact center is essentially an interaction starting with the brand.

Communication 62

Communication Contact Center Airlines eBook 62

Inbenta

OCTOBER 20, 2020

In that context, it is of paramount importance for companies to find new or better ways to deal with the massive amount of online interactions they’re now facing. So how can a Customer Interactions Management Platform come to the rescue? And what are the benefits of automating the management of your customer interactions?

Interaction 98

Interaction Self Service How To Social Media 98

Comm100

AUGUST 16, 2019

Mobile phones were intended to allow us to communicate in better and easier ways. So what does this mean for businesses who use the phone as a primary customer communication channel? Simply put, you’re attempting to communicate legitimately on a channel that’s becoming characterized by scams. The shift to digital.

Communication 101

Communication Social Media Knowledge Base Contact Center 101

ECXO

APRIL 18, 2024

Mark your calendars: When: April 24th, 2024 Time: 5 PM CET | 4 PM GMT [link] [link] Reserve your spot now for this insightful discussion that promises to offer invaluable perspectives and strategies for navigating the evolving landscape of digital customer interactions. People, travel, music lover, and rugby-addicted because life is oval.

Insurance 111

Insurance Consulting Travel B2B 111

CSM Magazine

JULY 30, 2021

Today’s customers increasingly expect live and real-time communication. A unified communications (UC) solution can help make this possible by integrating audio, video and mobile capabilities that enable a new level of customer service. Unified communications systems (UCS) are therefore essential for business success.

Communication 52

Communication Customer Service Video Travel 52

Bill Quiseng

JANUARY 26, 2023

And for an industry set to take advantage of travel and tourism that will be generated by Gen X and baby boomers, that is good news. But those opportunities to learn firsthand from face-to-face interactions have all changed in less than a generation. Texting is really one-way communication.

Hospitality 88

Hospitality Tourism Travel Banking 88

NetBase

APRIL 17, 2019

Whether traveling by plane, train or cruise ship, there are purchase drivers specific to certain segments of consumers, and some that are common to all, by category! And for good reason – those travelers, in broad categories, are having lots of conversations about travel online, and expressing pretty intense emotion around it as well.

Travel 52

Travel Airlines B2C Groups 52

Interactions

AUGUST 7, 2019

As traveling becomes more mainstream, these amenities may seem like a distant dream. But as we look at the customer experience as a whole in the travel industry, big improvements can be made to make customers feel more valued, respected, and happy. Interested in more ways to please travel and hospitality customers?

Travel 54

Travel Hospitality Wait Times Airlines 54

Kitewheel

MARCH 4, 2019

Travel and hospitality companies have a difficult job. But even these leading travel brands can do better. Things are improving for the travel industry, but the biggest multipliers of customer satisfaction seem largely to be left behind. Power Pre-flight Communications With Real-Time Interaction Management.

Travel 40

Travel Hospitality Customer Journeys Examples 40

Comm100

APRIL 12, 2023

These policies outline the commitment of governments to keep accessibility top of mind when delivering services, programs, and communication. Clearly, healthcare providers face a need to communicate with their patients in an accessible way. In December 2022, Health Canada published its first Accessibility Plan.

Healthcare 208

Healthcare Video Communication Government 208

Guavus

MARCH 31, 2020

Clearly, social distancing and self-isolation mean that telecommunications has become an elevated essential service, which of course, begs the urgent question: how will communications service providers (CSPs) meet the challenge of their new critical role in our changed world? People communicate much more than in normal times.

Communication 83

Communication Social Media Sports Telecommunications 83

COPC

APRIL 1, 2024

Customer-facing technologies encompass a range of AI-powered tools for direct customer interaction. This approach moves away from traditional methods, making training more engaging and interactive. Advanced AI models transform formulaic responses into more human and engaging interactions, especially those utilizing LLMs.

Customer Experience 89

Customer Experience Contact Center Gamification Chatbots 89

Interactions

JUNE 2, 2022

Summer 2022 is upon us and, as the Washington Post covers, all indications suggest travel will be back to the pre-pandemic era. But the war in Ukraine, high inflation, and lofty gas prices have added uncertainty in the travel world and increased the likelihood for out-of-practice travelers to make errors.

Self Service 62

Self Service Travel Rewards Programs Virtual Agent 62

Stella Connect

SEPTEMBER 22, 2017

How to Achieve Excellence in Travel Customer Service in 2018. Last year, people traveling to and within the U.S. At the same time, travel customer service will be tested like never before. This is a big challenge for the travel industry. 5 Best Practices That Will Distinguish Your Travel Customer Service.

Travel 40

Travel Customer Service Contact Center Self Service 40

Avaya

FEBRUARY 13, 2019

She also is a widely recognized expert in the communications field, with specialty areas of VOIP/UC, collaboration, and managed/hosted/cloud communications services. But ultimately, we want customers to walk away elated from any interaction. But what actually makes a good customer interaction? I got what I needed.”

Interaction 45

Interaction How To B2B B2C 45

AWS Machine Learning

OCTOBER 27, 2023

Enterprises are using generative AI specifically to power their marketing efforts through emails, push notifications, and other outbound communication channels. However, generative AI alone isn’t enough to deliver engaging customer communication. First, import your dataset of users’ interactions into Amazon Personalize for training.

Marketing 85

Marketing Travel e-support Entertainment 85

Inbenta

JANUARY 30, 2020

Today’s travelers no longer go to their local travel agent in order to book their trips, they are more and more connected and digitally savvy, doing all their research online. “64% of travelers and 80% of business users expect travel companies to respond to them in real time.” ” (Salesforce).

Tourism 121

Tourism Chatbots Self Service Industry 121

ijgolding

SEPTEMBER 25, 2018

However, whilst I will never take for granted how lucky I am being able to travel around the globe, it is not quite as glamorous as you might think. Most of my life is spent on buses, taxis and trains, travelling to chaotic, disorganised airports, being herded along with my fellow passengers like cattle to my economy class seat!!

Travel 247

Travel Hotels Customer Journeys Transportation 247

NICE inContact

NOVEMBER 8, 2019

It’s plain and simple, using plain language in customer interactions is good business for your contact center. It’s defined as communication your audience can understand the first time they read or hear it. The lack of clear communication in the contact center can result in significant costs to a business over time.

Contact Center 136

Contact Center Self Service First Call Resolution Case Study 136

ijgolding

AUGUST 6, 2018

I often write my blog posts and articles whilst travelling on either a train or an aeroplane. Although I can also be found hunched over my laptop keyboard in hotel rooms at twilight hours, the confined space of a metal tube travelling at high speeds is the perfect environment for me to commit my thoughts into words. I remember three.

Customer Experience 148

Customer Experience Travel Transportation Airlines 148

ijgolding

MARCH 19, 2018

Being a regular traveller, I have witnessed the very worst human nature has to offer. The thing about air travel, is that it is a customer experience rife with stress. Travelling is tiring – it is physically and mentally draining. However, as a regular traveller, I know that these things happen.

Hotels 209

Hotels Airlines Travel How To 209

ijgolding

SEPTEMBER 14, 2015

We have always lived on a planet where recovery, apology and compromise have become a part of the way humans interact. Having traveled for almost 14 hours, we arrived for the very first time in the city of Harare – capital of Zimbabwe. As regular travelers, it happens. Nothing is ever 100% perfect. How wrong I was!

Hotels 120

Hotels Communication Customer Experience Travel 120

Calabrio

APRIL 23, 2020

Communicating the New Norms. Communication seems to be my hot topic through this series, and for good reason. Leadership should set best practices to maintain safe distancing throughout the office—at our desks, in the hallway and in typical gathering places like the cafeteria. Read more about our return plan on TMCnet.

Leadership 173

Leadership Guidelines Travel Resources 173

Daniel Group

MAY 1, 2019

Over the last several years, I’ve seen an increasing number of B2B service organizations buy into the idea that communication, a soft skill, is an essential ingredient in delivering exceptional customer experiences and in turn, hard business results such as repeat business and word of mouth referrals. So, communication matters.

B2B 40

B2B Communication Tips Travel 40

ShepHyken

JULY 12, 2022

Top Takeaways: The fundamentals of customer service start with individual customer interactions. He leads the disciplines of Sales, Distribution, Field Marketing, Franchise Sales, Marketing & Revenue Management Support, and Public Relations and Crisis Communications for Marriott International. New York Times ?bestselling

Hospitality 116

Hospitality Customer Confidence Travel Guidelines 116

GetFeedback

FEBRUARY 15, 2019

Customer experience includes all interactions between the organization and the customer from start to finish of the entire business relationship. A helpful way to do this is to create personas based on the types of customers that interact most frequently with the customer service team. What is customer experience (CX)? Not exactly.

Strategy 322

Strategy Customer Experience Net Promoter Score Social Media 322

Talkdesk

MARCH 16, 2021

Talkdesk and one of our customers, Upside Business Travel , have developed ways to support the small businesses most impacted, both with PPP loan distribution and forgiveness. Upside Business Travel was significantly impacted by COVID-19. With customers canceling business travel plans due to COVID-19, call and chat volumes spiked.

Financial 121

Financial Travel Banking Contact Center 121

Helen Dewdney

JUNE 20, 2023

Judith Turner, Deputy Chief Ombudsman on The Complaining Cow Consumer Show Our Approach to Accessibility Cases Since it began operation in 2018, the Rail Ombudsman has considered many different issues arising out of accessibility brought by passengers who have encountered difficulties when travelling on the rail network.

Travel 78

Travel Consumers Transportation Training 78

Beyond Philosophy

APRIL 4, 2024

You might have heard stories where two people are communicating on one of them, sometimes for a long time, and then, out of nowhere, one of them stops. With many online relationships, it’s easy for someone to terminate communication comprehensively and irrevocably. The problem here could be the medium of communication.

How To 60

How To Fashion Communication eBook 60

Interactions

MARCH 19, 2020

We’ve seen travel bans, the cancellation of public events, and work-from-home mandates. Let’s consider the travel and hospitality industry, where customer experience is a key competitive differentiator. COVID-19 has impacted both personal and business travel. That is exactly what’s happening now. . Lead with empathy.

Customer Service 96

Customer Service Contact Center Travel Airlines 96

ViiBE Blog

AUGUST 31, 2020

With social distancing as the new normal, words like “travel” and “contact” are considered taboo. Those who have never used video call software before have suddenly become experts, as remote communications technology has provided a real-time, live interaction to replace in-person meetings. Contact us!

Company 98

Company Omni-Channel Self Service Travel 98

Experience Investigators by 360Connext

NOVEMBER 17, 2020

We know that building loyalty requires more positive interactions than negative ones. Employees wrote and tied hand-written thank you notes to baggage that travelers collected after their flight. Once the tip is entered, they don’t have a way to communicate with customers and want the ability to do that.

How To 372

How To Airlines Social Media Tips 372