Qualtrics

JANUARY 3, 2020

The XM Institute recently published a new report, The ROI of Customer Experience, 2019. There’s a lot more detail in the research, including industry-specific data, so make sure to download the free report, ROI of Customer Experience, 2019. Download the full report: ROI of Customer Experience, 2019. Instant Download.

ROI 68

ROI Customer Experience Net Promoter Score Effort Score 68

Steve DiGioia

OCTOBER 8, 2018

It’s not the ROI, the seamless journey between touchpoints, or even the capacity to personalize the product or service we offer. I was standing outside our hotel restaurant one evening and noticed a middle-aged couple walking out of the restaurant. Many service providers have lost sight of what really matters. Case in point….

Hospitality 222

Hospitality Hotels ROI Touchpoint 222

GetFeedback

NOVEMBER 25, 2019

Hotels: 76%. Learn how to use the CSAT metric, boost loyalty, and prove the ROI of your efforts. Fixed-Line Telephone Service: 70%. Food Manufacturing: 82%. Full-Service Restaurants: 81%. Gasoline Stations: 74%. Health and Personal Care Stores: 77%. Health Insurance: 73%. Hospitals: 76%. Household Appliances: 80%. Internet Retail: 80%.

Customer Satisfaction 293

Customer Satisfaction Industry Effort Score Apparel 293

C3Centricity

MAY 20, 2019

It is true that without satisfaction, customers will not return to a hotel or restaurant. From ROI / ROR to ROE. This wonderful hotel encourages its guests to photograph their experiences during their stay at the resort and then to share them with their friends on Facebook.

Industry 218

Industry Strategy Hospitality Hotels 218

Thematic

FEBRUARY 11, 2024

An impressive hotel with crazy art and light shows, opulent decorations, non-stop gambling and a Balenciaga store for those few that get lucky. I saw representatives of most major banks, airlines, hotels and casinos - Medallia’s bread and butter enterprise customers. The rooms were large, comfy and high-tech enabled.

Conference 62

Conference NPS Hotels Self Service 62

Kerry Bodine

OCTOBER 20, 2021

We find this simple, yet powerful chain of events in both business-to-consumer (B2C) organizations — like hotels and retailers — and in business-to-business (B2B) organizations — like consulting firms and enterprise software developers. Behaviors: You customer calls customer support.

Customer Experience 227

Customer Experience B2C Hotels B2B 227

Currency Alliance

JANUARY 18, 2021

It’s time for hotel operators to re-evaluate how well their ace in the hole – their loyalty program – is enabling every function of their business to deliver more value. Ask any traveler checking into a hotel after an exhausting business meeting, a white-knuckle flight, or a surprise marriage proposal. A bed is not just a bed.

Hospitality 52

Hospitality Loyalty Industry Hotels 52

Currency Alliance

MARCH 28, 2023

This is to increase participation among those less frequent customers who are never going to get to a free flight, hotel stay, or iPad. In short: it will increase loyalty engagement by enabling greater freedom and choice around redemptions; and, when dynamic value allocation is incorporated, will produce greater ROI.

Loyalty Programs 52

Loyalty Programs Loyalty Hotels Airlines 52

SurveySensum

JULY 3, 2019

Despite the ongoing efforts hoteliers or restaurant owners have executed over the years, hotels or restaurants are still failing to deliver consistency in listening to guests. You never know, your biggest detectors can turn into your brand promoters if they feel engaged with your restaurant or hotel brand. Source: New Voice Media ).

Guest Experience 74

Guest Experience Net Promoter Score Management Hotels 74

Lithium

SEPTEMBER 29, 2022

Nothing seems to top off a bad travel experience than a flight getting canceled or having a hotel lose your room reservation. All of these turn directly into cost savings and higher ROI by deflecting calls to your contact center. An Interview for Change How AI and Automation Drive ROI Khoros Kudos Awards 2021.

Hospitality 52

Hospitality Brands Travel Airlines 52

CSM Magazine

OCTOBER 5, 2020

Our all-star speaker line-up boasts leaders from Frito-Lay , Verizon , Mastercard , Twitter , Nissan USA , Radisson Hotels , AT&T , Philadelphia Eagles , and many more of the USA’s most recognisable brands. Register for your free pass now and join us November 17th.

Self Service 52

Self Service Customer Service Customer Experience Case Study 52

Oracle

FEBRUARY 21, 2019

Indian Hotels Company Limited. “The Upshot Award for Best Demonstrated ROI in Marketing” Finalists. “The Upshot Award for Best Demonstrated ROI in Sales and Service” Finalists. . “The Insight Award for Best Use of Data” Finalists. ConnectWise. Covance Inc. Danske Spil. Schenck Process.

Omni-Channel 75

Omni-Channel Meeting Conference ROI 75

Currency Alliance

APRIL 15, 2024

Consumers will be able to consolidate more loyalty value in fewer currencies, and brands in categories with lower emotional appeal will attract many more customers who want the points/miles of an aspirational brand, such as an airline or hotel group. On the customer side, you’re looking to create the greatest possible perceived value.

Loyalty Programs 52

Loyalty Programs Loyalty Airlines Banking 52

Gravy Analytics

AUGUST 19, 2019

This data can be used to improve ad CTRs and ROI, for competitive intelligence, and to improve the customer experience. As consumers go about their daily lives – visiting grocery or clothing stores, traveling out-of-town for a concert, and staying at a hotel – new visits are automatically created and added to the file.

Hotels 71

Hotels Travel ROI Consulting 71

ijgolding

SEPTEMBER 24, 2015

Customer Experience Professionals are in constant need of evidence of the ROI of Customer Experience – it is fantastic that KPMG Nunwood are adding even more fuel to the fire! greater revenue growth than the FTSE 100; Financial Services companies, 14.2%; Grocery Retailers, 5.7%; and Hotels & Travel Companies, 5.1%.

Analysis 120

Analysis Omni-Channel Customer Experience Brands 120

Oracle

APRIL 10, 2018

Small acts like this have huge ROI, requiring little effort/cost on the company’s behalf and going a long way in customers’ minds. My CX with Hyatt Hotel. Upon check in at the Hyatt Centric Chicago Magnificent Mile hotel, the front desk concierge asked for the best number to reach me.

Airlines 40

Airlines Hotels Customer Experience Travel 40

Currency Alliance

FEBRUARY 20, 2023

This means that if you can vary the value of an action or price of a reward, you can optimize your loyalty program for greater customer engagement and ROI. Context’, as described in the next section, is constantly changing, and incentives should change as well to optimize medium-term ROI.

Loyalty 52

Loyalty Loyalty Programs Social Media ROI 52

ENGAGE.cx

JULY 18, 2018

Your retail store, restaurant, hotel, bank, etc…. And because of that, brands struggle to drive full ROI from both their marketing efforts and physical venues. But what about all the customers that are in your physical locations? Marketing platforms have a giant blind spot – they totally miss the in-venue customers.

Loyalty Programs 40

Loyalty Programs Hotels Banking ROI 40

Strativity

JANUARY 6, 2023

In the travel space, for example, you can book a flight on American Airlines and earn points for Hyatt hotels. This year and beyond, companies in any space—whether apparel, food, or fitness—need to prioritize creating ecosystems consumers can’t live without. Some industries are already doing this well. Seek connection, not perfection.

Brands 52

Brands Apparel Airlines Hotels 52

Magellan Solutions

APRIL 11, 2022

Also, unlike a receptionist they are tasked to maintain an important business function and improve business ROI. These are businesses and institutions that need 24/7 call handling: E-commerce businesses, clinics, hospitals, law firms, real estate firms, hotels and inns. Why is it Different from a Call Center?

Call Center 40

Call Center Hospitality e-support Hotels 40

inSided

JUNE 21, 2019

Or, as the head of Customer Success, Saahil Karkera, from the hotel-upselling tool, Oaky , neatly put it, “ How do we keep a lean team, massively increase user volume and drive maximum customer ROI while keeping it personal?

B2B 40

B2B Hotels ROI Customer Success 40

Optimove

FEBRUARY 7, 2019

With offers that span the scope of travel solutions, including flights, hotels, cruises, tours and special experiences, the company was looking for specific ways to increase the relevance and response rates of their customer email marketing. Granular target segments. More than 100 of these target groups contain fewer than 500 customers.

Hotels 40

Hotels Travel CRM Groups 40

Experience Matters

JUNE 16, 2015

This analysis examines the loyalty behaviors of promoters, passives, and detractors across 20 industries: airlines, appliance makers, auto dealers, banks, rental car agencies, computer and tablet makers, credit card issuers, fast food chains, health plans, hotel chains, insurance carriers, Internet service providers, investment firms, parcel delivery (..)

Report 120

Report Net Promoter Score Wireless Airlines 120

Currency Alliance

OCTOBER 12, 2020

To provide a little excitement, I would add a cinema chain, some restaurant groups, and a hotel chain. You may know that revenue management systems at hotels are now so good, they can predict one month in advance how many rooms will be vacant on any given night. But, the hotel operator also knows it only costs about 7€ to clean a room.

Loyalty 98

Loyalty Marketing Loyalty Programs Banking 98

Maru Group

AUGUST 13, 2019

It reports: “Several big-name companies have recently done away with the CMO position altogether—including Johnson & Johnson, Uber, Lyft, Beam Suntory, Taco Bell and Hyatt Hotels, accelerating a trend that began a few years ago.”. From the GRBD report ROI of Insights. Insights is transitioning from reacting to leading.

Handbook 40

Handbook Marketing ROI Return on Investment 40

SurveySparrow

JUNE 30, 2023

Measuring and Demonstrating ROI: While investing in customer experience design is crucial, businesses need to measure and demonstrate the return on investment (ROI) to justify these efforts. These wearable bands serve as an all-in-one device for park admission, hotel room access, FastPass reservations, and even cashless purchases.

Customer Experience Design 52

Customer Experience Design Customer Experience Effort Score Customer Journeys 52

CX Journey

NOVEMBER 6, 2014

No one has time to explore thousands of hotels in Mexico City and beyond, obtain park climbing permits, or plan driving and climbing routes. However, our guide nabs deep discounts on hotels, drives a van with plenty of room for gear, sparing us a rental, and even serves as our de facto translator and BS negotiator.

Hotels 171

Hotels Consulting Culture Chief Customer Officer 171

SurveySparrow

JANUARY 5, 2021

We are quite familiar with the term, ROI or returns on investment. When it comes to measuring the benefits of a particular cost-related investment, there’s no effective metric available then return on investment (ROI). You can use both ROX and ROI to form a more controlled and better experience for your company’s success.

Employee Experience 52

Employee Experience Measurement Net Promoter Score Effort Score 52

Qualtrics

MAY 29, 2019

Anything you do would need to be balanced against cost and ROI, but top airlines like JetBlue are going all in on saving the day for customers who are having bad experiences at any point during their journey. For many people, their experience of a hotel might come to an abrupt halt if that hotel’s online reviews are bad.

Travel 31

Travel Hotels Airlines Comparison 31

Currency Alliance

JUNE 1, 2020

If you operate a hotel or airline, the margin on incremental revenue from rooms or seats that would have gone unsold is more than 80%. Active collectors of airline or hotel points should be offered an interesting trip for the points they have available (or perhaps with an additional 5,000 mile purchase).

Loyalty 72

Loyalty Consumers Marketing Loyalty Programs 72

Eptica

APRIL 18, 2018

Author: Pauline Ashenden Not only are holidaymakers now booking their travel and accommodation online, but the web has also paved the way for new business models, with more people going direct to hotels and airlines rather than booking complete packages from traditional travel agents. Why it is time to calculate the ROI of VoC programs.

Travel 49

Travel Brands Airlines Customer Experience 49

PeopleMetrics

FEBRUARY 21, 2018

We’ve all been to hotels, restaurants and other businesses that provide incredible pictures and a feeling on their website, but then when we get there it doesn't quite feel the way it did online. Customers will not be happy, they won't come back, and you won't get the ROI from your Voice of Customer program. Know Your Meme.

Marketing 67

Marketing CEM Advertising Video 67

Michel Falcon Experience

OCTOBER 19, 2016

Furthermore, their employees most likely don’t have to build a ROI case to be able to have a small budget approved to make these organic customer interactions happen. After all, consider the ROI of this gesture. Can your company afford to allocate a budget for these types of gestures? Of course you can.

Customer Service 60

Customer Service ROI Hotels Culture 60

Optimove

JULY 12, 2023

For example, a hotel could send a text message to guests after their stay, asking them to rate their experience on a scale of 1 to 10. High engagement rates – Since SMS Messages have higher open rates compared to email, this can lead to better return on investment (ROI) and cost efficiency.

Marketing 52

Marketing Return on Investment Ecommerce Customer Engagement 52

NetBase

NOVEMBER 18, 2019

The difference between animal influencers from 20-30 years ago to today is incredible though – from an ROI standpoint. Same with Ritz-Carlton, since they are pet-friendly — of course they should want pet influencers staying at their hotels in Aruba and Puerto Rico, showing followers that it’s a pet-friendly hotel chain.

Social Media 40

Social Media Hotels Course Guidelines 40

CSM Magazine

MAY 26, 2020

It’s not the ROI, the seamless journey between touchpoints, or even the capacity to personalize the product or service we offer. I was standing outside our hotel restaurant one evening and noticed a middle-aged couple walking out of the restaurant. Many service providers have lost sight of what really matters.

Hospitality 59

Hospitality Hotels Tips Customers 59

NetBase

NOVEMBER 18, 2019

The difference between animal influencers from 20-30 years ago to today is incredible though – from an ROI standpoint. Same with Ritz-Carlton, since they are pet-friendly — of course they should want pet influencers staying at their hotels in Aruba and Puerto Rico, showing followers that it’s a pet-friendly hotel chain.

Social Media 40

Social Media Hotels Course Guidelines 40