Optimove

MAY 25, 2023

When customers stick around, they keep generating revenue for your business – long-term. By focusing on customer retention, you reduce churn and flip one-time buyers into loyal brand advocates. Revenue that keeps on giving : Increasing customer retention by a mere 5% can boost profits by a whopping 25% to 95%.

Multi-Channel 52

Multi-Channel Strategy Customer Journeys Touchpoint 52

ijgolding

FEBRUARY 3, 2015

Customer Journeys Customer retention and loyalty CX Strategy Retail Travel changing consumer expectation customer expectation customer experience Debenhams emotional Emotional engagement making life difficult for customers Marriot wi-fi marriott Marriott Hotels'

Hotels 120

Hotels Case Study Study Travel 120

ShepHyken

SEPTEMBER 13, 2021

What Is Customer Loyalty and Retention (And 3 Tips for Improvement) by Scott Clark. CMSWire) Although the terms “customer loyalty” and “customer retention” are often used interchangeably, they actually refer to two different things. Are you ready to meet the customer’s new expectations?

Customer Service 148

Customer Service B2C B2B Customer Retention 148

ijgolding

OCTOBER 17, 2017

In 2017, they have already won four awards – including ‘Best Budget Hotel Chain’ (Business Traveller Awards); ‘TripAdvisor Travellers Choice Awards’ (for some of their hotels); ‘Best Midscale Hotel Brand’ (Business Travel Awards); and a Certificate of Excellence (TripAdvisor). A very simple question.

Hotels 395

Hotels Travel How To Customers 395

SurveySensum

FEBRUARY 20, 2024

Here’s a roadmap to help you get there: Gather Feedback : Gather feedback on a regular basis from your customers on different aspects of your business, but don’t limit yourself to traditional CSAT or NPS surveys. Take advantage of different types of surveys at different touchpoints of the customer journey.

Customer Satisfaction 52

Customer Satisfaction Self Service Strategy Customer Journeys 52

SurveySensum

FEBRUARY 20, 2024

Here’s a roadmap to help you get there: Gather Feedback : Gather feedback on a regular basis from your customers on different aspects of your business, but don’t limit yourself to traditional CSAT or NPS surveys. Take advantage of different types of surveys at different touchpoints of the customer journey.

Customer Satisfaction 52

Customer Satisfaction Self Service Strategy Customer Journeys 52

Bold360

DECEMBER 8, 2016

A funny thing happened when researchers asked consumers and marketers associated with the travel industry how they viewed the industry’s well-known loyalty programs. Seventy-three percent of the consumers, however, flipped the perception, looking at the programs as a great way for companies to show loyalty to customers. Far from it.

Customer Retention 40

Customer Retention Strategy Social Media Loyalty Programs 40

SurveySparrow

MARCH 5, 2024

Prioritizing customer feedback to ensure they feel genuinely appreciated for your service is one way to stay on top of the market. This can be achieved by analyzing metrics such as, Customer Journey Analysis: Enhance customer touchpoints using customer journey charts to identify areas of improvement.

Industry 52

Industry Net Promoter Score Hospitality Healthcare 52

ijgolding

DECEMBER 17, 2014

In that review I make it clear that whilst they are doing well in the delivering the experience they do, they must as a business be conscious of the complete ‘end to end customer journey’ – failures like this, whilst an exception, are part of that end to end journey.

Airlines 209

Airlines Company Customer Journeys Travel 209

ijgolding

JUNE 5, 2017

Travelling experiences are a common feature of my writing – in fact, some would say too much of a feature! On this occasion, we chose to travel to Paris by rail – not by air. Explaining that we were travelling on known busy weekend, we were pleased to be kept up to date with important information.

Airlines 164

Airlines Travel Hotels Training 164

ClientSuccess

DECEMBER 5, 2022

Executives and department leaders can benefit from the expertise available from a CAB to facilitate understanding of the customer journey faster and more effectively. Learn more about the customer journey with this toolkit. Build Your CAB with the Right Mix of Customers. finding and managing a core customer base.

Tips 87

Tips Customer Success eBook Meeting 87

Totango

MARCH 26, 2021

However, a poor user experience at any stage can cause the customer to end their relationship with your brand, ending the customer lifecycle. Customer Journey Versus Customer Lifecycle: What’s the Difference? These are really just two metaphors for talking about the stages in your customer’s relationship with you.

Customer Journeys 66

Customer Journeys Net Promoter Score Social Media Sales 66

SurveySparrow

JULY 3, 2021

Customer experience wasn’t always the trendy topic it is today. Brands typically prioritized competitive pricing and product development over the actual experience of their customers. So why is customer experience significant all of a sudden? This kind of customer experience could last a lifetime. Southwest Airlines.

Brands 59

Brands Customer Experience Customer Journeys Social Media 59

Optimove

FEBRUARY 14, 2023

Here’s why creating an optimum omnichannel experience is worth the time and effort: Most consumer shopping journeys are spread across multiple touchpoints with up to 85% starting their purchasing journey on one device and finishing it on another (Google). Delighted customers with no interest in playing the field regarding loyalty.

Omni-Channel 52

Omni-Channel Marketing Hospitality Travel 52

SurveySensum

JANUARY 18, 2024

Let’s get started: 7 Powerful Ways to Boost Your Marketing (and Customer Experience) with SMS Automation The following strategies will help you with personalized marketing to seamless customer communication. Consider a scenario where a beauty brand identifies a customer who frequently purchases skincare products. Safe travels!”

Marketing 52

Marketing Fashion Customer Journeys Return on Investment 52

Lumoa

JANUARY 2, 2022

In contrast, the success rate of selling to existing customers is anywhere between 60% and 70%. So, focusing on customer retention is the better option. Instead, remove it from the core such that no other customer will ever face the same problem again.

NPS 208

NPS Net Promoter Score How To Social Media 208

ijgolding

JANUARY 12, 2018

Travelling to and from work can rarely be described as an experience we look forward to – whatever part of the world you come from. Yet for the hard working British worker, the daily travel experience has become more unpleasant than ever.

Industry 156

Industry Transportation Travel Government 156

ijgolding

NOVEMBER 22, 2017

I must confirm that the focus of my blog is not switching from Customer Experience to travel! As I travel so much, when I am able, I will take the opportunity to take Naomi, the long-suffering Mrs Golding, to our absolute favourite – a culinary delight in a suburb of Chester called Hoole. So why am I telling you this?

Travel 379

Travel Customers Social Media Banking 379

Adrian Swinscoe

NOVEMBER 13, 2023

I’d like to tell you a couple of stories about some things that happened to me while travelling to speak at an event in Munich recently […] The post Consistency is often overlooked but is the secret ingredient to making customers happy first appeared on Adrian Swinscoe.

Travel 52

Travel Customers Customer Journeys Customer Centricity 52

ijgolding

NOVEMBER 25, 2014

I travel regularly with Virgin trains – their Wi-Fi has not worked properly for the last couple of years – it is Soooooo frustrating!!! Channels Communication Channels Customer Journeys Customer retention and loyalty Social Media Technology AirTight Wi-Fi Free Wi-Fi Lisa Rhodes Premier Inn social media Wi-Fi'

Social Media 212

Social Media Hotels Entertainment Retail 212

Kayako

MAY 11, 2017

Where your industry, competition, and own company exceeds customers’ expectations. Meet your customers where they are in their journey. The customer journey can be broken down into specific stages. For our purposes, we’ll discuss awareness in terms of your customer being aware of: A pain point in their life.

How To 248

How To Case Study Industry Customers 248

ijgolding

OCTOBER 16, 2014

Situated at the start of the M1, getting to it can often be tricky – on this particular morning it took me 45 minutes to travel 1.5 I hope that stories like this allow others to understand the importance of dealing with customer effort. miles to get a car checked out that was not even mine.

Customer Retention 287

Customer Retention Customers Customer Journeys Travel 287

ChurnZero

MARCH 28, 2023

Early-stage SaaS businesses tend to put most of their focus on acquiring net new customers. For a little while, customer retention is a manageable task with existing staff. When you have only a handful of customers, your sales team, product team, customer support team—and even executives—can join forces to keep them happy.

Customer Engagement 52

Customer Engagement Engagement Company Strategy 52

ijgolding

AUGUST 4, 2015

That is why when it comes to the summer holiday – or any holiday for that matter – we hope and expect that the organisations we choose to travel with are able to deliver an experience that takes away as much of the potential stress as possible. I travel a lot – all over the world. Maybe there was hope after all.

Hotels 120

Hotels Travel Airlines Customer Journeys 120

Ecrion

MAY 12, 2020

In fact, 63% of them expect personalization when it comes to the customer journey. What is personalization and how can you use it to enhance the customer experience for your clients? Read on to find out so you can improve the way you serve your prospects and customers. What Is Personalization? Predict Future Actions.

Customer Experience 75

Customer Experience Customer Journeys Airlines eBook 75

Ecrion

MAY 12, 2020

In fact, 63% of them expect personalization when it comes to the customer journey. What is personalization and how can you use it to enhance the customer experience for your clients? Read on to find out so you can improve the way you serve your prospects and customers. What Is Personalization? Predict Future Actions.

Customer Experience 71

Customer Experience Customer Journeys Airlines eBook 71

ijgolding

JULY 18, 2016

As a result of travelling a great deal, I often write about my experiences of doing so. Some of the best and worst experiences I have ever had have been whilst travelling. I experienced this for the first time two weeks ago when travelling back from Johannesburg to Heathrow. I did get an apology….

Brands 120

Brands Travel How To Airlines 120

ijgolding

JANUARY 24, 2017

Up until January 2016, when I had the honour of being a judge at the inaugural Gulf Customer Experience Awards , the volume of discussion about ‘service’ has been significant. Yet despite this, a demonstrable understanding and application of Customer Experience has not been as obvious.

Customer Experience 120

Customer Experience Transportation Banking Customer Journeys 120

TechSee

JULY 24, 2018

Developing a customer centric culture in a large enterprise goes beyond addressing a customer by name in an automated email, or segmenting by interest; it is a holistic approach designed to focus on the consumer’s authentic needs. Assisting customers when time is of the essence. Luckily, Joan had travel coverage.

Customer Centricity 104

Customer Centricity Culture Technology Travel 104

NobelBiz

FEBRUARY 22, 2023

Aside from traditional call logs, Call Center Analytics solutions enable you to delve into existing customer data to extract metrics and make more informed business decisions throughout the customer journey. Customer Retention It is the percentage of clients who remain loyal to a company after an elapsed period.

Call Center 52

Call Center Analytics Contact Center How To 52

Gainsight

MAY 18, 2023

They don’t just think about success for a few customers, they set out to accomplish success for all customers. As a result, their companies reap the rewards of stronger adoption and customer retention. Samsara’s Customer Success organization is also pioneering digital technologies to orchestrate the customer journey.

Customer Success 52

Customer Success Software Customer Journeys Analytics 52

Customer Bliss

JUNE 16, 2016

Every senior leadership team and every executive wants a good customer acquisition strategy, a good customer retention strategy, a strong lifetime value per customer, and a good overall customer experience. Figure out the terms that everyone uses, and then determine how to relate those terms back to customers.

Leadership 100

Leadership Customer Experience Travel Customers 100

ijgolding

MARCH 31, 2017

If you have been a follower of my writing for some time, you will know that I am no stranger to air travel! So when my friend and fellow CCXP (Certified Customer Experience Professional), Mike Bartlett sent me his own story comparing Delta and Virgin, I felt that others needed to read it too!

Comparison 120

Comparison Customer Experience Airlines Travel 120

ijgolding

MAY 11, 2016

The ratings allocated to any establishment have a fundamental impact on the customer buying decision. With the added weight of customer feedback being left every day on sites such as Trip Advisor, the travel industry is as exposed as any other to the power of measurement for all to see.

Measurement 120

Measurement Customer Experience Company Banking 120

Interactions

MARCH 26, 2020

For example, an IVA will be able to determine a customer’s emotions and sentiment and have the ability to respond in the appropriate way. Maybe a customer that is shouting gets routed directly to a customer retention specialist, or a sad customer could receive an extra ‘warm’ prompt at the beginning of a call.

Customer Care 71

Customer Care Contact Center Hospitality Travel 71

ijgolding

SEPTEMBER 14, 2015

Whatever happens, I hope that they and others who read this learn from the experiences that I and my colleague Neil had travelling from South Africa to Zimbabwe and then back to South Africa – brace yourselves, it will be a rough ride!! As regular travelers, it happens. The story starts on Monday the 7th September.

Hotels 120

Hotels Communication Customer Experience Travel 120

ijgolding

MAY 9, 2016

Customer journeys are great ways of standing in the shoes of customers and understanding just how hard we make it for customers to access products and services. But the clue is in the name, a journey. A customer trip, at most. So taxi driver, stop complaining about Uber and make my life easier.

Consulting 120

Consulting Travel Customer Journeys Customer Centricity 120