ijgolding

FEBRUARY 24, 2015

As someone who spends his life eating, talking, breathing, writing and generally living everything to do with Customer Experience, it is inevitable that on occasion I may get tagged as a serial ‘moaner’ It is true to say that I often highlight the less than palatable experiences I encounter. However, I am just as quick […].

Customer Experience 120

Customer Experience Travel Customer Retention Brands 120

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

CSM Magazine

FEBRUARY 1, 2024

A restaurant can hire the greatest chef in the world, and still have poor reviews because of the service the customer receives. The lower your escalation rates are, the more effective you are at quickly dealing with customer complaints. Did your company have higher customer retention rates during the time you were there?

Net Promoter Score 52

Net Promoter Score How To Social Media Self Service 52

ijgolding

SEPTEMBER 18, 2014

We have been more than willing to furnish a consultant’s letter to confirm the above and his inability to travel. Channels Communication Channels Customer retention and loyalty Recovery Social Media Travel accessible Aer Lingus Brian Ward customer empathy customer experience emotional facebook functional Ryanair'

Airlines 211

Airlines Travel Social Media Course 211

CSM Magazine

MARCH 17, 2023

Businesses that optimise both the customer journey and the customer experience are rewarded with strong customer retention, revenues and brand reputation. But so many fail at the first hurdle because they don’t take the time to understand the customer journey.

Customer Journeys 52

Customer Journeys Ecommerce How To Touchpoint 52

BirdEye

JUNE 21, 2023

So, a well-executed customer referral program can be a powerful and cost-effective marketing strategy to attract new customers and improve customer retention rates. Customer referrals can also boost your credibility, optimize your sales cycle, and keep high-value customers engaged.

Examples 93

Examples Social Media Travel Software 93

ijgolding

NOVEMBER 13, 2014

Grateful to have an amazing advocate of the financial benefits of improving Customer Experience. Grateful for any past, present or future customer of Ryanair. Customer retention and loyalty CX Professionals CX Strategy Travel customer experience Michael O''Leary Ryanair Ryanair Customer Experience Tony Ryan'

Brands 249

Brands Airlines Financial Travel 249

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

CSM Magazine

JUNE 8, 2023

From the pain of a delayed flight to the nightmare of missing a layover, air travel can be tough. That’s why excellent customer service goes far and beyond in establishing loyalty and customer retention for airlines. They understand plans change and work hard to accommodate you throughout the stress of travel.

Exceptional Customer Service 52

Exceptional Customer Service Company Customer Service Airlines 52

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

Beyond Philosophy

MAY 31, 2019

According to mentalfloss.com , some people believed back when the first trains were running that if women traveled over 50 mph, their uteruses would fly out of their bodies. Now we travel at hundreds of miles an hour with no concern for melting or reproductive organs flying out of anyone. Other people thought humans would just melt.

Technology 95

Technology Transportation Travel Analysis 95

ShepHyken

AUGUST 9, 2022

The ability for customer success teams to have all of the customer’s data (marketing data, product usage, support tickets, etc.) in one place can help them understand the customer’s experience and uniqueness, empowering them to have more empathy. ” “Customer success is proactive.

Travel 62

Travel Customer Success Customer relationships Customer Retention 62

One Millimeter Mindset

APRIL 1, 2021

As your traveling companion, start with these 5 One Millimeter Mindset® blog posts to guide us forward, together. Cross Functional Customer Retention Is Key To Strategy. Instead of wasting yet more time looking back through your professional rear view mirror, confidently focus your attention and motivation forward.

Leadership 83

Leadership Consulting Travel Customer Retention 83

Seaton CX

JANUARY 4, 2024

Professional services must complete projects to onboard customers and recognize revenue. Salespeople must travel the country to maintain their Executive Platinum frequent-flyer status. Sales is a hard job—and without sales, there are no customers!) Just kidding.

B2B 52

B2B Case Study Airlines Roadmap 52

Currency Alliance

APRIL 15, 2024

Nobody with $100 in pesos leftover from a recent trip would travel back to Mexico just to spend them, but they might exchange them back into dollars. Many people who travelled regularly (until overseas card payments became the norm) collected coins and banknotes from dozens of different countries, holding them for decades.

Loyalty Programs 52

Loyalty Programs Loyalty Airlines Banking 52

Lumoa

AUGUST 8, 2023

According to Gartner research, leveraging the data obtained from direct customer feedback can increase the chances of upselling and cross-selling by 15-20%. This shows the tangible, bottom-line benefits of listening to your customers. How often do you buy travel tickets? Do you pay by card or cash?

Analysis 208

Analysis Survey Feedback How To 208

Alliance by IFS

MAY 28, 2019

To achieve it, you have to boost customer retention , attract new customers, and/or offer new products and services. Automated dispatch and scheduling also help FSOs reduce response time and cut travel and labor costs. Increase customer retention rate by over 11%. Increase technician productivity.

Software 92

Software Management Self Service Customer Retention 92

SurveySparrow

MARCH 5, 2024

Customer Loyalty: Identify how likely customers recommend your brand to their friends and families using NPS gauge charts. Banking, Financial Services and Insurance (BFSI): Highly competitive sectors such as banking and insurance should majorly focus on customer retention rather than customer acquisition.

Industry 52

Industry Net Promoter Score Hospitality Healthcare 52

CSM Practice

MAY 13, 2020

We encourage you to explore the consolidated results of the survey to improve your understanding of business trends, to implement new customer retention strategies. The key findings arising from our survey results are as follows: Customer Engagement. Sales and Customer Success. Key survey findings.

Customer Success 83

Customer Success Survey Conference Customer Retention 83

ijgolding

DECEMBER 17, 2014

Customer Journeys Customer retention and loyalty Recovery Travel customer empathy customer experience customer experience recovery Customer Journey end to end customer journey Norwegian Norwegian Airlines Norwegian.com'

Airlines 209

Airlines Company Customer Journeys Travel 209

Alliance by IFS

MAY 31, 2019

Such factors as revenue growth and customer retention can be overarching business goals, but more granular metrics move these objectives, and are where you should look to define your KPIs. Customer satisfaction. Travel time (productivity). Net Promoter Score (customer satisfaction). Productivity.

How To 86

How To Management Net Promoter Score Travel 86

ChurnZero

JUNE 24, 2020

Which usually means pool parties, beach vacations, and exciting travel plans. We created a playlist to keep you motivated in your jobs as Customer Success Managers as we continue to help customers and drive retention from the safety of our home offices and living rooms. Customer Success Around the Web.

Customer Success 64

Customer Success Travel Customer Retention Trends 64

ClientSuccess

DECEMBER 5, 2022

. • Gain insight from your Customer Success Managers (CSMs) and others who work closely with customers to determine who should not be included, and who the top contenders should be. Have a high-level executive such as the CEO directly invite customers to join your CAB, and outline all expectations, travel requirements and input needed.

Tips 87

Tips Customer Success eBook Meeting 87

Beyond Philosophy

OCTOBER 25, 2019

In this case, technology has provided a disruptor gap in the hotel business by changing customer behavior. ” They saw consumers were looking for ways to travel differently and find better deals. As I often say, it is these “greater value” issues that foster customer retention and loyalty.

Hotels 104

Hotels Travel Hospitality Consulting 104

CSM Magazine

AUGUST 14, 2020

In the regular world, obtaining customer loyalty is an important goal for any business to achieve. Nowadays, customer retention is not just a yummy dessert but the main course: the bread and water; the filet mignon and wine of post-COVID business survival. But the world we are living in is far from regular. E xpert Guidance.

Loyalty 85

Loyalty Strategy CRM Customer Retention 85

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

ShepHyken

DECEMBER 3, 2018

SmartBrief) As any business road warrior will tell you, air travel these days is far from a relaxing experience. On a recent flight, the author of this article met “Captain Adams,” who not only flew the plane but set the culture, empowered the crew and was the perfect example of a leader focused on the customer experience.

Customer Service 102

Customer Service Retail Airlines Social Media 102

ijgolding

MAY 10, 2018

Travelling as far and wide as I do, I consider myself extremely fortunate to witness first hand, customer experience in different cultural environments. That is until the very last day… With our flight departing at 23:25 at night, we had a day to kill before travelling to the airport.

Hotels 156

Hotels Travel Culture Customer Experience 156

Oracle

OCTOBER 3, 2019

Understanding a customer’s total picture can also aid in better recommendations. Imagine a customer applies for a credit card. If your data shows they travel frequently, for example, you could potentially upsell them to a credit card with travel rewards that has an annual fee that makes it more profitable for your brand.

Financial 56

Financial Banking Multi-Channel Travel 56

Andrew Mcfarland

SEPTEMBER 23, 2022

Creating and implementing strategies for attracting and retaining new customers. When you start to build your business, one of the most important tasks is creating and implementing strategies for attracting and sustaining new customers. However, they may also travel to meet potential clients.

Management 48

Management Social Media Travel Metrics 48

ShepHyken

DECEMBER 5, 2016

Customer Loyalty Still Requires A Personal Touch by Richard D’Ambrosio. Travel Market Report) The lodging industry’s efforts to “own the customer” with direct deals are worrying some travel agents, who are concerned that special offers will shift their clients’ loyalties.

Customer Service 48

Customer Service Travel Customer Retention Loyalty 48

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

BirdEye

SEPTEMBER 8, 2023

Here are some key reasons why reputation matters: Trust and credibility A positive reputation helps build trust among customers, investors, and the general public. Customer retention Retaining customers is as important as acquiring new ones. How should financial service firms manage their online reputation?

Financial 105

Financial Tips Management Social Media 105

Alliance by IFS

OCTOBER 18, 2019

To boost profitable growth, you’ll need to improve customer retention, attract new customers, and diversify service offerings to open new streams of revenue. Automated dispatch and service scheduling also help FSOs reduce response times while cutting travel and labor costs. just in the first year of deployment.

Software 75

Software Self Service Multi-Channel ROI 75

TechSee

JULY 24, 2018

Assisting customers when time is of the essence. In May 2018, she travelled from her home in Colorado to the Italian Dolomites to participate in the Dolorock 2018 climbing festival. Luckily, Joan had travel coverage. The post How technology can drive a customer centric culture: 3 true stories appeared first on Techsee.

Customer Centricity 104

Customer Centricity Culture Technology Travel 104

Joe Rawlinson

DECEMBER 18, 2018

According to research , businesses that use an omnichannel marketing strategy have a 91% better customer retention rate. About the Author: Tim Gordon – My interests range from business management to traditional folk culture and adventurous traveling. And remember to stick to no more than 3 emails a week. Go omnichannel.

Ecommerce 92

Ecommerce Tips Marketing Omni-Channel 92