ShepHyken

NOVEMBER 11, 2022

Even before the pandemic, usage of QR codes increased by 96% between 2018 and 2020, highlighting its importance in this digital era. You can connect the QR codes with the live chat software on your official website so that your customers can directly land there for any queries they may have. QR codes in hotel check-ins and rooms .

Customer Service 64

Customer Service Hotels Social Media Hospitality 64

Experience Investigators by 360Connext

NOVEMBER 22, 2022

Simple, but a really nice way to connect with customers in an unexpected way. Christopher Moloney (@Moloknee) September 2, 2018. Hotel brands sometimes thank customers for their 10th or 100th stay. I love this example from Southwest Airlines. Suzan and Bob got me a sock-of-the-month membership from @JohnsCrazySocks.

How To 143

How To Airlines Social Media Tips 143

ReviewTrackers

MARCH 1, 2019

Home to over 730 million reviews and opinions covering the “world’s largest selection of travel listings worldwide,” TripAdvisor is an essential platform for every hotel or hospitality executive. For example, 2019 Certificate of Excellence recipients qualify for the Hall of Fame if they were recognized in 2015, 2016, 2017, 2018, and 2019.

How To 86

How To Hotels Travel Hospitality 86

CX University

MAY 18, 2020

Insights from the 2018 Customer Experience Conference at The Conference Board . In the 2018 customer experience conference at the Conference Board, observations from 112 senior practitioners were recorded. Connect with Customers in Other Ways. How to Create Better Customer Connections {Quick Video}.

Conference 52

Conference Social Media Gamification Insurance 52

Lithium

DECEMBER 28, 2020

Our mission is to help you be all-ways connected with your customers — to know who they are, what they want, and how you can meet them wherever and whenever they want to connect. Make connections. Khoros customers and employees live all over the world — from San Francisco to NYC to London to Bangalore.

Engagement 52

Engagement Case Study Social Media Hotels 52

ReviewTrackers

FEBRUARY 28, 2019

In 2018, TripAdvisor acquired Bokun, which provided services such as inventory channel and price management to suppliers in the burgeoning tours and activities sector. Described as a “hotel tell-all,” Oyster had expert hotel investigators visit properties in-person, take “undoctored” photos, and write objective reviews.

Travel 50

Travel Hotels Wait Times User Experience 50

Oracle

JULY 16, 2019

Four Seasons Hotel; Las Vegas, NV. —. JW Marriott Hotel; Phoenix, AZ. IMCI Contact Center Connections. Field Service Connect. Mobile Connect 2019. Rosen Centre Hotel; Orlando, FL. You can find the 2018 – 2019 calendar here. September 2019 CX Events and Conferences. PharmaForce. September 9 – 10, 2019.

Conference 40

Conference Customer Experience Hotels Chief Customer Officer 40

SurveySparrow

OCTOBER 10, 2019

Dreamforce offers a platform to educate, innovate, explore, network, share and connect over technology. Well, talking of bands, Metallica’s performance for Dreamforce 2018 was quite a humdinger and with that as a benchmark, you can expect something bigger this time (wait for the official announcement for this year’s headliner in Twitter)!

Conference 73

Conference Course Hotels Innovation 73

ReviewTrackers

JANUARY 1, 2018

Will you book a luxury suite at a hotel without first consulting TripAdvisor? Founded in 2004, San Francisco-based Yelp has collected approximately 102 million crowd-sourced reviews of businesses in a wide range of categories — from restaurants and hotels to dentists, boutiques, and mechanics.

Automotive 109

Automotive Hotels Travel Healthcare 109

Second to None

MARCH 30, 2018

You can access the article by clicking here , or by reading below: This piece was originally published by AdWeek on March 30, 2018: “In 1997, I was flying out to San Jose, Calif., When I arrived at my hotel room, I was speechless. Check out the following list written by Carlos Dominguez for AdWeek. I did so immediately.

Customer Experience 112

Customer Experience Airlines Brands Voice of Customer 112

Helen Dewdney

JULY 22, 2022

If you are delayed overnight, the airline must provide you with a hotel and travel to and from it. I missed a connecting flight – what are my rights? If, due to a delay of less than 3 hours, you miss your connecting flight and so arrived at the final destination more than 3 hours late, you are entitled to compensation.

Airlines 52

Airlines Travel Consumers Hotels 52

Lithium

AUGUST 28, 2019

Our mission is to help you be all-ways connected with your customers — to know who they are, what they want, and how you can meet them wherever and whenever they want to connect. Make connections. Khoros customers and employees live all over the world — from San Francisco to NYC to London to Bangalore.

Engagement 40

Engagement Case Study Social Media Hotels 40

Lithium

AUGUST 28, 2019

Our mission is to help you be all-ways connected with your customers — to know who they are, what they want, and how you can meet them wherever and whenever they want to connect. Make connections. Khoros customers and employees live all over the world — from San Francisco to NYC to London to Bangalore.

Engagement 40

Engagement Case Study Social Media Hotels 40

Lithium

JULY 10, 2019

Our mission is to help you be all-ways connected with your customers — to know who they are, what they want, and how you can meet them wherever and whenever they want to connect. Make connections. Khoros customers and employees live all over the world — from San Francisco to NYC to London to Bangalore.

Engagement 40

Engagement Case Study Social Media Hotels 40

COPC

FEBRUARY 22, 2019

They provide a time and opportunity to network, to connect (or reconnect) and, most importantly, to learn from a group of peers who are all striving to accomplish a common set of goals. There are plenty of opportunities to make new connections, catch up with established ones, and have candid discussions about the day’s learnings.

Hospitality 40

Hospitality Culture Hotels Contact Center 40

Currency Alliance

OCTOBER 12, 2021

The best-known loyalty programs are made up of many partnerships – such as United Airlines and Hilton Hotels, or Emirates and Marriott. For airlines and hotel groups, frequent customers are business travelers, so their partner mixes are heavily biased toward fellow travel brands. Incentivize co-creation with loyalty currencies.

Loyalty 59

Loyalty Loyalty Programs Airlines Travel 59

Helen Dewdney

JULY 19, 2018

IATA says “Data from Eurocontrol shows that in the first half of 2018, Air Traffic Management (ATM) delays more than doubled to 47,000 minutes per day, 133% more than in the same period last year. If you are delayed overnight, this also means providing you with a hotel and the travel to and from it.

Airlines 31

Airlines Travel Transportation Hotels 31

ReviewTrackers

MARCH 23, 2018

You can connect with reviewers and ask them questions or request for more detailed feedback. Or that the furniture in your hotel rooms really do need a 2018 update. Customer review sites also happen to be a great platform for driving engagement. With reviews, you can listen and respond to your customers.

Social Media 72

Social Media Hotels Brands Consumers 72

NetBase

OCTOBER 12, 2018

You might not think a dog could generate greater Relative Engagement than your own content – but Fairmont Hotels can’t match the engagement of Scout the Golden Retriever. You want to connect on the channels where solid connections are happening – versus where consumers are “bouncing” quickly. He’s an influencer worth keeping.

Social Media 49

Social Media Analytics Metrics Airlines 49

ProProfs Chat

FEBRUARY 13, 2020

77% of consumers participate in a retail loyalty program, 46% have joined a hotel program, and 40% are part of an airline program–up from 72%, 36%, and 31% over the last year, respectively. 51% of US retailers plan to provide offers or discounts exclusively for mobile app users in 2018 to positively affect sales growth.

Loyalty 109

Loyalty Loyalty Programs Social Media Retail 109

Helen Dewdney

JANUARY 21, 2019

For example, If you couldn’t make use of a hotel stay or theatre tickets. Missed connection consequences. If you have missed a connecting train due to the cancellation or delay, you can claim a refund for the unused part of the journey should you not go on a later train or have to use an alternative form of transport.

Training 49

Training Travel Transportation How To 49

Helen Dewdney

MARCH 5, 2018

Well the Winter of 2018 huh? If you couldn’t make use of a hotel stay or theatre tickets for example.) Missed connection. Pretty cold and pretty snowy! Lots of trains delayed and some stuck in the snow for hours. It is about knowing your rights. So what are they? Cancellations. Consequential loss. Well here is interesting!

Company 47

Company Transportation Travel Training 47

SurveySparrow

JANUARY 5, 2021

In fact, in 2019, the US’s national turnover rate was 36.4%, while in 2018 it was 27%. But, customer satisfaction has a close connection with employee satisfaction. For example, Hilton hotels are famous for serving their customers. Improving the overall employee experience lets you engage with your employees more directly.

Employee Experience 52

Employee Experience Measurement Net Promoter Score Effort Score 52

transcosmos Information Systems

NOVEMBER 6, 2018

In August 2018 , Apple became the first American public company to reach $1 trillion market value. Financial commentators and investors have expected this to happen, seeing that technology share prices ended strong in 2017 and are continually booming this 2018. Apple: Tech Meets 5-Star Hotel Service.

Customer Service 48

Customer Service Ecommerce Hotels Wait Times 48

Currency Alliance

JUNE 11, 2019

A 2018 Collinson study reported that 66% of financial services professionals say their bank “does not understand why customers are loyal or have a strategy to strengthen customer relationships”[i]. Rewards value rose 15% in Q3 2018 alone[vi]. Card attrition rates rose to 15% in 2018 from 10.5% Actually, they do. in 2017[vii].

Banking 40

Banking Loyalty Consumers Loyalty Programs 40

ProProfs Chat

JANUARY 30, 2020

Takeaway: Your customers enjoy the fact that they can connect with a business no matter where they are. Hotel guests who are fully engaged spend 46% more per year than actively disengaged guests. and will increase to 47.3% – this was estimated for 2018! In 2018, 46.5 You can adopt them too. During the survey, 29.3

Customer Engagement 136

Customer Engagement Engagement Social Media Customers 136

ProProfs Chat

DECEMBER 23, 2019

Remember that emotional connections are the ones that you recall and retain. And how do you create these connections? We are at a turning point in human history where there is constant connectivity. Looking at the example to get more clarity on the concept: Example: Facebook’s strong brand perception hit a rough patch in 2018.

Customer Centricity 96

Customer Centricity Customer Journeys Knowledge Base Effort Score 96

Storyminers

JULY 6, 2020

After taking on various roles at Deloitte, Strategy, and GSK, he has been serving as the VP of Digital & Analytics Transformation at Genpact since May 2018. A Renaissance Golf Resort, MI, recognized as one of the World’s Best Hotels by Travel+Leisure magazine. Temkin Group was acquired by Qualtrics in October, 2018.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Pointillist

APRIL 26, 2018

As per the ‘State of Customer Experience in 2018’ survey , one of the biggest roadblocks to delivering exceptional customer experience is dealing with customer data. For instance, a global hotel brand reconciled poor quality and conflicting customer data to improve data accuracy and significantly improve customer service.

Customer Experience 72

Customer Experience How To Effort Score Touchpoint 72

Storyminers

JULY 6, 2020

After taking on various roles at Deloitte, Strategy, and GSK, he has been serving as the VP of Digital & Analytics Transformation at Genpact since May 2018. A Renaissance Golf Resort, MI, recognized as one of the World’s Best Hotels by Travel+Leisure magazine. Temkin Group was acquired by Qualtrics in October, 2018.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

C Space

SEPTEMBER 15, 2020

Airlines, hotel operators and retailers are also bracing for the pandemic to alter normal travel and shopping patterns around the end-of-year holidays. ” Reuters’ 2020 Digital News Report reveals that the use of Instagram for news has doubled across all age groups since 2018.

Brands 40

Brands Retail Hotels Sales 40

Gainsight

JULY 7, 2021

Meanwhile, Pulse the conference graduated from a ballroom in 2013 to a full takeover of the Intercontinental Hotel in 2014 , San Francisco’s Pier 48 in 2015 , the Oakland Convention Center in 2016 and 2017 , the San Mateo County Events Center in 2018 , and finally to the venue it was truly meant to call home, San Francisco’s Moscone Center, in 2019.

Social Media 45

Social Media Conference NPS Customer Success 45

John Paul

JULY 26, 2018

In 2018, we will see more instances of the data being mined from external sources combined with internal data, to create an even more advanced customer profile. Connected Devices & Smart-Home Assistants. Because of this, technology has remained been behind-the-scenes. Internet of Things (IoT) & Blockchain.

Technology 45

Technology Hospitality Hotels Loyalty 45

delighted

OCTOBER 11, 2019

These companies are either in highly competitive markets and must compete on a differentiated experience, or their core product is inherently experiential – think luxury consumer products, hotels, etc. Here are the average 2018 NPS scores collected by the Temkin Group for a variety of industries: Auto dealers NPS benchmarks.

NPS 46

NPS Net Promoter Score Comparison Survey 46

Grade.us

AUGUST 11, 2020

TripAdvisor generated 860 million user reviews and opinions across 8 million listings covering a variety of industries, including restaurants, hotels, vacation rentals, and attractions. “Why is it easier to get unbiased information about a $100 hotel room than a $100,000 piece of software?” HomeAdvisor connects 4.2

Travel 52

Travel Customers Video Policies 52

Grade.us

SEPTEMBER 24, 2019

If there’s a connection between an endorser and the marketer that consumers would not expect and it would affect how consumers evaluate the endorsement, that connection should be disclosed. A law firm used contests to solicit Google reviews in 2018. Say you’re planning a vacation. Source: Google Support.

Marketing 37

Marketing Guidelines Policies Banking 37

ijgolding

MARCH 19, 2018

Brace yourselves for a masterclass in how to create unhappiness… Friday 16th February 2018. Slowly but surely, passengers started to approach the desk at the gate, Voices started being raised – naturally concerned passengers were now worried about their connecting flights. I was not the only passenger to notice.

Hotels 209

Hotels Airlines Travel How To 209