Experience Investigators by 360Connext

SEPTEMBER 11, 2014

Sometimes it’s something small – like the fleeting thought of being a loyal customer and never hearing “thanks” – and sometimes it’s big, like spending the better part of the morning on the phone disputing a hotel charge for 2 rooms when I was only occupying one of them.

Company 231

Company Hotels Social Media Innovation 231

TechSee

APRIL 10, 2019

A recent report by Forrester takes this concept one step further by proving that improving customer experience in telecoms delivers a boost to all KPIs. Drive Revenue with Great Customer Experience 2017 indicates that after the auto industry and upscale hotels, telecoms has the third highest potential for increasing revenue by improving CX.

Customer Experience 154

Customer Experience Strategy Customer Centricity Omni-Channel 154

ijgolding

SEPTEMBER 18, 2014

As you would expect their hotel, transfer company and tour agent all were extremely compassionate and assisted in any way possible. They recognised my parents’ loyal custom and they saw them as more than just a number. This could not be said for Aer Lingus, a company which seemingly prides itself on being customer focused.

Airlines 211

Airlines Travel Social Media Course 211

Customers Rock!

OCTOBER 4, 2010

social media and customer loyalty, a very new topic at the time. Much has changed in the world of social media, and customer loyalty/customer service is just now being discussed as a social media goal. Customer World/NACCM Customers 1st. We discussed.

Social Media 146

Social Media Conference Hotels Loyalty 146

ReviewTrackers

APRIL 2, 2019

Manage online reviews, social media, and customer feedback. That’s why it’s so important that banks are able to manage and monitor social media, online reviews, and other digital channels where people are leaving feedback or talking about their brand. Become more customer-focused.

Banking 90

Banking Management Social Media Financial 90

SurveySparrow

OCTOBER 13, 2023

Data Collection Sources of Information: Feedback loops begin by collecting data from various sources like customer surveys, social media interactions, or product reviews. For instance, an e-commerce platform collects customer feedback through post-purchase surveys and online reviews.

Feedback 52

Feedback Examples Social Media e-support 52

ShepHyken

JUNE 24, 2019

10 Examples of Great Customer Service by Nextiva. Small Business Trends) To rake up great customer reviews or blow up on social media, it comes down to good ole genuine customer support. Poor customer service can impact more than just those who experience it by Kristen Dalli. Great reminders here.

Customer Service 114

Customer Service Poor Customer Service Tips Hotels 114

ShepHyken

JUNE 10, 2016

This week on our Friends on Friday guest blog post my colleague, Benny Tjia shares lessons learned from the hospitality industry about creating a customer focused culture. Proper customer service is something this line of business have trained for — possibly for hundreds of years at the big hotel chains. Shep Hyken.

Hospitality 48

Hospitality Industry Hotels Customer Service 48

ProProfs Chat

DECEMBER 22, 2019

Proactive customer service is thinking wisely about problems that the customers may face in the future and resolving them before the customers start facing them. So, this approach can be defined as an anticipated effort to identify and resolve customer’s issues even before they perceive them or have them. .

Customer Service 101

Customer Service How To Social Media Customer Retention 101

Confirmit

SEPTEMBER 23, 2018

With more than 2,000 staff and a network of over 32 resorts across Asia Pacific, the region’s largest vacation ownership business required more than just ‘gut feel’ and intermittent feedback to make certain every aspect of the business was concentrating on the comfort of their customers. Voice of the Customer Case Studies.

Case Study 40

Case Study Study Net Promoter Score Touchpoint 40

Confirmit

SEPTEMBER 23, 2018

With more than 2,000 staff and a network of over 32 resorts across Asia Pacific, the region’s largest vacation ownership business required more than just ‘gut feel’ and intermittent feedback to make certain every aspect of the business was concentrating on the comfort of their customers. Voice of the Customer Case Studies.

Case Study 40

Case Study Study Net Promoter Score Touchpoint 40

SurveySensum

FEBRUARY 20, 2024

Empower agents to make decisions and take initiative in resolving customer issues promptly. Omnichannel Support Options : Provide support through multiple channels such as phone, email, live chat, and social media to meet customers where they are. This allows customers to quickly ask questions and get immediate responses.

Customer Satisfaction 52

Customer Satisfaction Self Service Strategy Customer Journeys 52

SurveySensum

FEBRUARY 20, 2024

Empower agents to make decisions and take initiative in resolving customer issues promptly. Omnichannel Support Options : Provide support through multiple channels such as phone, email, live chat, and social media to meet customers where they are. This allows customers to quickly ask questions and get immediate responses.

Customer Satisfaction 52

Customer Satisfaction Self Service Strategy Customer Journeys 52

Beyond Philosophy

OCTOBER 8, 2014

Competition is great for Customer Experience. The more options there are for mobile payments, the less tolerant Customers are for providers that lack Customer-focus, forcing all the providers to improve their Customer Experience. Many hotels and resorts don’t accept cash for rooms any longer.

Net Promoter Score 110

Net Promoter Score Customer Centricity Social Media CEM 110

Steve DiGioia

DECEMBER 5, 2016

As some companies grow, they purposely change their shift from customer focused to bottom line focused. For those that are interested in staying focused on the customer, it is more important than ever to hire the right people that fit the customer focused culture. Long term that can be a mistake.

Industry 100

Industry Culture Metrics Customer Centricity 100

ShepHyken

JANUARY 9, 2023

Seven Ways to Improve Customer Service in Hotel Industry by TravelDailyNews. TravelDailyNews) Excellent customer service is crucial in the hospitality industry, where customers often play an active role. Travelers usually stay at hotels to indulge in self-care or mark special occasions. Follow on Twitter: @Hyken.

Customer Service 13

Customer Service Hotels Hospitality Social Media 13

Beyond Philosophy

OCTOBER 8, 2014

Competition is great for Customer Experience. The more options there are for mobile payments, the less tolerant Customers are for providers that lack Customer-focus, forcing all the providers to improve their Customer Experience. Many hotels and resorts don’t accept cash for rooms any longer.

Net Promoter Score 60

Net Promoter Score Customer Centricity Social Media Leadership 60

Beyond Philosophy

OCTOBER 8, 2014

Competition is great for Customer Experience. The more options there are for mobile payments, the less tolerant Customers are for providers that lack Customer-focus, forcing all the providers to improve their Customer Experience. Many hotels and resorts don’t accept cash for rooms any longer.

Net Promoter Score 60

Net Promoter Score Customer Centricity Social Media Leadership 60

ShepHyken

JULY 8, 2016

This week on our Friends on Friday guest blog post my colleague, Mike Schoultz shares a few customer experience stories that demonstrate how companies have handled customer experiences, some well and some not so well. It is so important for employees to feel that they can make good customer focused decisions in every situation.

Examples 75

Examples Customer Experience Hotels Social Media 75

SurveySensum

JULY 14, 2020

He is an author of Moments of Magic®, The Loyal Customer, The Cult of the Customer, The Amazement Revolution, Amaze Every Customer Every Time, Be Amazing or Go Home, and The Convenience Revolution and a creator of a customer service training program, Customer Focus , aiming to help clients build a customer service culture and loyalty mindset.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

transcosmos Information Systems

NOVEMBER 6, 2018

But perhaps, there’s one factor that is more important and has contributed most to the success of Apple and Amazon—both understand and take into consideration the needs of their customers first. Also: 4 Customer-Oriented CEOs and What We Can Learn from Them. Apple: Tech Meets 5-Star Hotel Service.

Customer Service 48

Customer Service Ecommerce Hotels Wait Times 48

Pretium Solutions

AUGUST 28, 2013

A smart, customer-focused agent was painfully hamstrung by corporate policies. He wanted to take care of the customer (even if the mistake was hers!) Front-line agents are clued-in to common customer complains, concerns and sources of grief – leverage their experience. Listen to your customers through multiple channels.

Policies 45

Policies Self Service Social Media Retail 45

ProProfs Chat

SEPTEMBER 20, 2019

After all, when a customer loses the luggage, they expect the issue to be resolved at the earliest. One of the key performance indicators for customer service is the response time. 87% of employees who are the happiest with their jobs work harder for their business’ customers. Proactiveness is the key here.

Customer Service 68

Customer Service Gamification Airlines Net Promoter Score 68

Pretium Solutions

AUGUST 28, 2013

A smart, customer-focused agent was painfully hamstrung by corporate policies. He wanted to take care of the customer (even if the mistake was hers!) Front-line agents are clued-in to common customer complains, concerns and sources of grief – leverage their experience. Listen to your customers through multiple channels.

Policies 40

Policies Self Service Social Media Retail 40

Pretium Solutions

AUGUST 28, 2013

A smart, customer-focused agent was painfully hamstrung by corporate policies. He wanted to take care of the customer (even if the mistake was hers!) Front-line agents are clued-in to common customer complains, concerns and sources of grief – leverage their experience. Listen to your customers through multiple channels.

Policies 40

Policies Self Service Social Media Retail 40

Thematic

MARCH 29, 2020

In Part 4, you’ll learn how to build a product feedback loop that enables your stakeholders, managers and executives to make customer-focused decisions. Advantages: You already have this data as part of support & customer service operations. In Part 3, we’ll do a deep dive into feedback analysis.

Feedback 111

Feedback How To Analysis e-support 111

ProProfs Chat

DECEMBER 23, 2019

Forbes reported that DHL’s customer satisfaction scores increased by 80% as a result of these co-creation initiatives. Now, wouldn’t you call this a customer centric strategy ? Another such impactful customer-focused strategy is to create an online knowledge platform using ProProfs knowledge base software.

Customer Centricity 96

Customer Centricity Customer Journeys Effort Score Knowledge Base 96

Bold360

NOVEMBER 21, 2016

What exactly are the takeaways making the biggest impact on customer experience initiatives as companies look to 2017, and how can CX pros and business leaders move their companies forward in the digital, always-on, always-connected, omni-channel landscape? They tend to ask for an immediate response. than by email or phone.

Customer Experience 40

Customer Experience Omni-Channel Social Media Self Service 40

SmartKarrot

FEBRUARY 15, 2022

Through her ‘The Modern Customer’ Podcast, Morgan aims to provide detailed insights about customer-focused digital transformation. Bob Thompson has a wealth of expertise in customer-facing areas such as customer service and sales. Bob Thompson. Carla Johnson is a reputed author, keynote speaker, and storyteller.

Customer Service 10

Customer Service Social Media Customer Centricity Tips 10

Verint

MARCH 29, 2018

and author of Before Happiness and The Happiness Advantage, will be a keynote speaker at the Verint Engage global customer conference at the Sheraton Dallas Hotel May 14 – 17. Shawn Achor, founder, GoodThink, Inc.

Engagement 23

Engagement Conference Hotels Innovation 23

Michel Falcon Experience

OCTOBER 21, 2015

Note: I would like to put together an exhaustive list of yearly customer experience events to share with my clients and email subscribers. RELATED POST – 4 Non-Negotiable Traits of Customer-Focused CEOs . Join LinkedIn groups and engage on social media. Attend conferences. Join associations.

Strategy 68

Strategy Customer Experience Net Promoter Score NPS 68

Michel Falcon Experience

FEBRUARY 19, 2016

These types of conversations are extremely valuable, especially for individuals who want to grow their customer experience career. Could I have advanced my career in my 20’s faster by spending less time building and more time promoting, by writing a book and positioning myself on social media as an expert?

Call Center 60

Call Center Consulting Customer Experience Net Promoter Score 60

ShepHyken

AUGUST 22, 2022

If guests have a great experience, they’re more likely to return and recommend the hotel to friends, family, and colleagues. If they don’t, the hotel will lose them and their circle of contacts as customers. Shep Hyken is a customer service expert, professional speaker, and New York Times bestselling business author.

Customer Service 14

Customer Service Hospitality Airlines Hotels 14