Cyara

APRIL 16, 2018

The panel included CX leaders from three of Cyara’s most innovative customers: Anil Ravula, Staff VP at Anthem , Mitch Glaser, Contact Center Systems Manager at Airbnb , and Mark Remington, VP of Application Services at Capital Group.

Groups 52

Groups Contact Center Conference Innovation 52

Customer Bliss

JUNE 7, 2016

For our 8th episode, I talked with Aisling Hassell, who is the global head of CX at Airbnb. This is a particularly challenging role in the customer experience world — although in a way, they all are — because Airbnb currently offers properties in 191 countries and 34,000+ cities. About Aisling. Career Journey.

Culture 50

Culture Customer Experience Travel Customers 50

C3Centricity

DECEMBER 20, 2021

It’s the customer, especially in industries that are not customer-centric. It was Marco Pacheco , Executive Director at JP Morgan who first inspired me to talk more about this aspect of a customer-first strategy, when he shared the slide on the right on LinkedIn a few years back. . ” That’s music to my ears!

Technology 218

Technology Strategy Customer Centricity Hotels 218

Beyond Philosophy

JANUARY 11, 2024

Customers have habits. So, if your customer is habitually buying your competitive product or service, how do you change that? Whatever the reward is, it’s essential to understand what it is to the customer whose habits you want to change. In addition, the system has to be easier for your customers if you want it to stick.

Return on Investment 88

Return on Investment Insurance Hotels System 88

Customer Bliss

AUGUST 28, 2020

We’ve had discussions about their role in developing a customer experience strategy within their organization or for other organizations, and about how they’ve had to recently pivot in their jobs. Don’t Assume; Check-in with Customers to Understand How They Feel and Where They Stand. Click To Tweet.

Customer Journeys 323

Customer Journeys Roadmap Leadership Customer Experience 323

MyCustomer

NOVEMBER 1, 2019

Loyalty Four CX lessons from The Airbnb Way.

Customer Experience 40

Customer Experience Loyalty Customers 40

MyCustomer

JULY 18, 2017

Voice of the Customer NPS survey tips from Hilton, Airbnb & Travelocity.

NPS 50

NPS Survey Tips Customers 50

Storyminers

NOVEMBER 2, 2016

Sometimes, making customer experiences better can also make the world better. Airbnb was the sender, so I checked it out. Here’s the email where Airbnb introduces its ‘Community Commitment.’ Another way to look at it: Airbnb is using its brand to wreak positive change in the world.

Policies 100

Policies Customer Experience Hospitality Insurance 100

Customer Bliss

SEPTEMBER 7, 2017

Mattress Mack is obviously a small business (only two locations), but even without enterprise-level resources, they did the right thing both (a) for society and (b) in the interest of potential customers of the neighborhood. It’s good branding, yes — but it’s also what companies should be doing, regardless of size.

Company 434

Company Airlines Fashion Government 434

ShepHyken

OCTOBER 11, 2019

This week we feature an article by Joseph Michelli who has written a new book about how Airbnb has used convenience and personalization to deliver an amazing experience. In fact, you probably spend time trying to inspire people (yourself and team members) to serve and create loyalty-building experiences for other people (customers).

Technology 95

Technology Customer Experience Hospitality Hotels 95

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. How does a referral program work?

Examples 93

Examples Social Media Travel Software 93

Customer Bliss

JUNE 22, 2020

These experts have all spent time enacting behaviors, either within their own companies or the companies of others, that consider the well-being of their employees, customers, and partners. And we soon discovered it wasn’t just about the customers, employees have to love these companies, too. Let us do that in business right now.

Leadership 200

Leadership Healthcare Feedback Culture 200

BirdEye

MAY 12, 2023

Referral codes are easy to create, share, and customize for every campaign. Customers can copy and send the code via text or email to friends and family. Referral codes provide convenience to both businesses and customers: A referral code helps you manage your referral program and track where your referrals originate.

Examples 98

Examples Apparel Social Media Fashion 98

Lithium

SEPTEMBER 29, 2022

The frustrations of dealing with the various customer care teams aren't generally baked into their travel plans. Khoros is here to say that there’s much more to customer engagement in the travel industry than Twitter and outdated phone systems. Thankfully, Khoros’ customer Airbnb has provided a perfect game plan.

Hospitality 52

Hospitality Brands Travel Airlines 52

Upwave

APRIL 6, 2016

According to investors, Airbnb is worth $25.5 We don’t have a stake in Airbnb’s success, we were just curious: How many people even consider Airbnb when they book travel accommodation? Most people who consider Airbnb for personal travel are young: two thirds are age 18 to 34. This seems crazy.

Travel 20

Travel Trends Survey Consumers 20

Customer Bliss

JANUARY 28, 2021

Customer experience employees are at the frontlines of every company. It recharges teams to think critically in a new way and serve their customers most effectively. Remember To Serve Your Team and Customers Authentically. And it’s that effort and commitment that allows them to illuminate and bring their best work to customers.

Leadership 254

Leadership User Experience Feedback Culture 254

Experience Investigators by 360Connext

APRIL 25, 2023

“We believe in a customer-centric culture!” “Our Our values include putting the customer in the center of everything we do.” “We We are committed to being customer-centric.” You or maybe your organization may have adopted similar mottos or share the term “customer-centric culture” as a guiding principle. Sound familiar?

Customer Centricity 143

Customer Centricity Culture Contact Center Customers 143

Doing CX Right

OCTOBER 23, 2022

author of ten business books, explains how you can achieve brand loyalty similar to reputable customer experience companies including Airbnb, Starbucks, Zappos, Mercedes-Benz, The Ritz-Carlton Hotel Company, and others. The post Lessons Learned From Best-In-Class Customer Experience Brands appeared first on Doing CX Right.

Brands 45

Brands Customer Experience Hotels Loyalty 45

The DiJulius Group

DECEMBER 9, 2020

Before I share how to make 2021 your greatest year ever, let me first ask two questions: #1 What do Uber, Airbnb, Warby Parker, Venmo, & Square all have in common? All of these revolutionary companies started during the great recession between ’07-’09. #2 2 Why do so many companies and industries get. Read Full Article.

How To 128

How To Groups Industry Company 128

Customer Bliss

JUNE 9, 2021

Both customer and company are better off because they are in each other’s lives. Airbnb takes the high road by showing employees how to embrace the coda “belong anywhere:” building its culture of “belonging.” As a result, they are earning customer raves and growth. What Does Leadership Bravery Look Like?

Leadership 288

Leadership Hospitality Customer relationships Company 288

ECXO

JUNE 11, 2023

Is your customer data out of date? Create a customer persona – creating a persona will help you tailor your messaging and design to meet the needs of your target audience. Create a customer persona – creating a persona will help you tailor your messaging and design to meet the needs of your target audience. This is urgent.

B2B 130

B2B B2C Touchpoint Customer Journeys 130

Oracle

SEPTEMBER 27, 2019

Airbnb, for example, has a section on its site called “Stories from the Airbnb Community” that features video interviews with guests and hosts. One video highlights Airbnb host, Tessa , who went from working 100-hour weeks as a film location manager to battling a neurological disease that left her unable to work.

Engagement 63

Engagement Sports Multi-Channel Return on Investment 63

Beyond Philosophy

OCTOBER 30, 2017

Hotel chains, worried about competition from Airbnb , are rolling out these and other special experiences for their best rewards customers. Customers bid points for the privilege of participating in these elite, one-of-a-kind experiences. It’s all part of the company’s plan to deepen its relationship with loyal customers.

Hotels 127

Hotels Travel Rewards Programs Loyalty 127

Experience Investigators by 360Connext

DECEMBER 1, 2020

Are Customer Journey Maps Really Necessary? The C-Suite had heard her desire to understand customers better, but they couldn’t see WHY that exercise would benefit the company, exactly. The C-Suite had heard her desire to understand customers better, but they couldn’t see WHY that exercise would benefit the company, exactly.

Customer Journeys 190

Customer Journeys Examples Roadmap Exercises 190

Kustomer

JUNE 30, 2022

Traditional, reactive customer support, during which companies only address customer issues after they’ve taken place, is no longer enough for today’s customers. What Is Proactive Customer Support? Customer support is no longer a “nice-to-have” feature. Customer expectations are heightened.

Examples 95

Examples Self Service e-support Chatbots 95

QuestionPro Audience

MAY 2, 2018

Here are 4 examples of brands who are utilizing partner marketing to grow their customer base. Last year they partnered with Taco Bell to let passengers request a stop at a restaurant drive-thru, generating an 8% increase in weekend customer visits during the 11 p.m. Do your target audiences align? Do your brands have shared values?

Brands 236

Brands Marketing Consumers Sales 236

SurveySparrow

SEPTEMBER 25, 2023

Customers hold the key to business success and there’s no doubt about that. But, what is it that keeps customers not just coming back for more, but singing praises and referring friends? Well, the answer lies in the art of the customer experience lifecycle. What Is Customer Experience Lifecycle?

Customer Experience 52

Customer Experience Social Media e-support Omni-Channel 52

ECXO

MARCH 5, 2024

Revolutionize Your Business with Customer-centric Solutions using Design Thinking As we sail through the digital age, organizations worldwide are riding the wave of digital transformation to enhance customer experience. It’s about creating a shift in how businesses operate and deliver value to customers.

Customer Centricity 98

Customer Centricity Competitive Advantage Innovation Customer Journeys 98

SuiteCX

MAY 25, 2016

It is becoming ever more clear that companies are interested in improving the customer experience. However, there is some finesse required to engage with customers in this era of full inboxes and time-starved days. True engagement requires a dialogue between customer and company. Create compelling content.

Case Study 100

Case Study Study Customer Engagement Engagement 100

Customer Bliss

DECEMBER 29, 2016

I launched a podcast, The Chief Customer Officer Human Duct Tape Show , in 2016. At the end of all 32, I asked the guest — typically a Chief Customer Officer or someone who owns customer experience at their organization — what I call my “pay it forward” question.

Customer Experience 0

Customer Experience Chief Customer Officer Social Media Connections 0

ShepHyken

JUNE 11, 2023

Each week, I read many customer service and customer experience articles from various resources. B2B Customer Experience Examples: Think Like A B2C by Dan Gingiss (Dan Gingiss) While B2B businesses are technically providing products and services to companies, they are selling to individual buyers who are consumers.

Customer Service 62

Customer Service B2B B2C Retail 62

Customer Bliss

JULY 7, 2016

That has been my intention behind my books, blog, speaking and work as co-founder of the Customer Experience Professionals Association. That is also behind why I have launched a customer experience podcast series – so that we can hear each other’s’ voices and celebrate in our successes and learn from our challenges.

Customer Experience 141

Customer Experience Customer Journeys Chief Customer Officer Insurance 141

Retently

JULY 11, 2022

If your company is charging the clients on a monthly basis, signing up new customers and keeping them onboard has an incredible impact on your revenue, growth rate and profits. If a customer is a Detractor , there’s a serious chance that they’ll cancel their subscription either in the next billing period or in the near future.

NPS 158

NPS Net Promoter Score Company Tips 158

Oracle

MARCH 30, 2020

Many brands are incorporating storytelling into their customer experience as a way to reach consumers in creative and compelling ways, and boost customer engagement. The simple, and often unappreciated little things, are what enhances customer experience.” 4 Tips on Storytelling for Your Customer, with Julian Guthrie.

Brands 99

Brands Company Social Media Video 99

ijgolding

JULY 18, 2018

During the last ten years, I have attended many Customer Experience (CX) events around the globe. I am therefore very excited to be able to share the news that Incite Group’s Customer Service & Experience Summit Europe (18-19 Sept) comes to London for the first time. Basic support resolution is not enough.

Self Service 123

Self Service Customer Service Customer Experience Groups 123

SurveySensum

SEPTEMBER 21, 2023

There are two companies A and B having similar numbers of customers and both want to increase their business. Company A, decided to run a substantial marketing campaign, investing hundreds of dollars in hopes of acquiring new customers. Unfortunately, the campaign only yielded two customers, generating a total of $50 in business.

Customer Retention 52

Customer Retention Strategy Gamification Loyalty Programs 52

Kustomer

AUGUST 26, 2022

Not only should businesses be considering podcasts as part of their own marketing strategies, but they should also be utilizing the wealth of insights in podcasts to evaluate and improve their own customer experiences. Customer experience (CX) professionals have to make a concerted effort to keep up with the ever-changing CX field.

Customer Experience 105

Customer Experience Chief Customer Officer Competitive Advantage Hospitality 105