2009 Customer Journeys Hotels Social Media 
Chattermill
SEPTEMBER 11, 2019
They’re shaking up the entertainment industry and offer a blueprint for delighting customers. Imagine if you clicked on to your favourite travel website you could book a stay, in a hotel in your preferred type of room. Netflix, Amazon and Spotify have trained us to expect a smooth customer journey with little to no friction.
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.
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CX Journey
JANUARY 11, 2018
From desktop and laptop computers to tablets and smartphones and even brick and mortar stores, the customer journey is more complicated than ever. Common customer care channels like phone, email, website, chat, and social media are all great ways to serve customers, but there is one missing: text messaging.
SurveySensum
JULY 14, 2020
Head of Customer Experience for UL EHS, Co-Founder of CX Accelerator, and CEO of Officium Labs, Nate Brown is an ICMI Top 50 Thought Leader. He is a Customer Experience Blogger and Speaker and offers expertise in customer journey mapping, a voice of the customer programs, survey process and analysis, employee engagement, and others.
Clarabridge
MARCH 2, 2017
If you do want to put customers first, you need to think like your customers. Do you understand how your customers measure you? For example, French hotel group Accor have a ‘thank you score’, the number of social media complaints that are resolved to a point where the customer concludes with a closing expression of gratitude.
Stella Connect
JANUARY 25, 2018
You must continuously gauge customer sentiment to ensure you’re delivering exactly what customers expect, and you must actively manage front-line performance using that same feedback. And the omnichannel experience must be measured regularly so brand leaders don’t overlook or unknowingly introduce friction in the customer journey.
Clarabridge
MARCH 2, 2017
If you do want to put customers first, you need to think like your customers. Do you understand how your customers measure you? For example, French hotel group Accor have a ‘thank you score’, the number of social media complaints that are resolved to a point where the customer concludes with a closing expression of gratitude.
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