Beyond Philosophy

NOVEMBER 26, 2015

But not Hilton. Whilst I agree that the Airbnb is a different segment of guest, ignoring the Airbnb segment is to Hilton’s peril. People choose Uber over a Taxi for many reasons, including better responsiveness, better Customer Experience (in part because of the rating system for both driver and rider), and convenience.

Hotels 60

Hotels Airlines Consulting Policies 60

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. Other experiences include a behind-the-scenes art tour of the U.S. Customers bid points for the privilege of participating in these elite, one-of-a-kind experiences.

Hotels 127

Hotels Travel Rewards Programs Loyalty 127

ijgolding

JUNE 15, 2015

Doing what I do for a living, I am not easily shocked when I am exposed to unsatisfactory Customer Experiences – either my own, or those that are shared with me. The video served as an extremely powerful lesson of the damage that FAILURE to deliver the experiences that customers EXPECT from a brand can do.

Hotels 120

Hotels Brands Video Entertainment 120

COPC

OCTOBER 13, 2021

This blog entry was written in conjunction with our upcoming Optimizing Post-Pandemic Contact Center Outsourcing Relationships pre-event workshop during Execs In The Know’s Customer Response Summit. Chat continues to be one of the fastest-growing customer service channels.

Contact Center 52

Contact Center Call Center Training Management 52

Beyond Philosophy

SEPTEMBER 22, 2015

According to trendwatching.com, the feelings a Customer has when they are getting excellent Customer service are the same as the feelings they have when they feel love. Most excellent Customer Experiences leave Customers feeling valued and important, or, in other words, feeling the love. I couldn’t agree more.

Omni-Channel 60

Omni-Channel Company Multi-Channel Call Center 60

Forrester's Customer Insights

APRIL 19, 2016

You might have read my blog post last month about why you should attend this year's MARKETING Forum in New York. The event is just around the corner, and I'm looking forward to all the sessions we have in store that will help marketers learn to deliver brand promise in every customer touchpoint. and Michael Medenhall, CMO at Flex.

Marketing 20

Marketing Touchpoint Innovation Brands 20

Smith+co CX

JUNE 26, 2017

So British Airways cabin crew are to go on strike (again) from July 1 st for two weeks just as many of their customers are taking their long-awaited summer holidays. Anthony Hilton, writing in the Evening Standard, said it was arguably: “the airline’s worst self-inflicted crisis since it was privatized 30 years ago”.

Airlines 28

Airlines Brands Loyalty Training 28

Pretium Solutions

OCTOBER 29, 2011

Being more desirable is certainly the first stop; however, the greatest influence a company has with a customer is through their c ustomer service. After the product’s purchase is when the true quality of the product and customer service matters for both the consumer and the company. Customer service has a budget bucket.

Customer Service 40

Customer Service Social Media ROI Metrics 40

Pretium Solutions

OCTOBER 29, 2011

Being more desirable is certainly the first stop; however, the greatest influence a company has with a customer is through their c ustomer service. After the product’s purchase is when the true quality of the product and customer service matters for both the consumer and the company. Customer service has a budget bucket.

Customer Service 40

Customer Service Social Media ROI Metrics 40

Pretium Solutions

OCTOBER 29, 2011

Being more desirable is certainly the first stop; however, the greatest influence a company has with a customer is through their c ustomer service. After the product’s purchase is when the true quality of the product and customer service matters for both the consumer and the company. Customer service has a budget bucket.

Customer Service 40

Customer Service Social Media ROI Metrics 40

Stella Connect

MAY 4, 2017

How Disney University Develops the World’s Most Engaged, Loyal, and Customer-Centric Employees . Disney’s enduring success is rooted in its emphasis on employee development—the transformation of new hires into brand enthusiasts who internalize the organization’s values, relish their roles, and deliver an experience like no other.

Contact Center 40

Contact Center Omni-Channel Conference Employee Engagement 40

Smith+co CX

SEPTEMBER 26, 2013

However, a recent feature by the Sunday Times found that despite all the investment in improving services, hotels all too often fail on the customer experience. So why is it that as brands get more sophisticated in their technology and more innovative in their attempts to dazzle us, they fail to deliver a great experience?

Hotels 34

Hotels Customer Experience CEM Course 34

Grade.us

APRIL 17, 2019

Clients experience analysis paralysis, and they shut down. While nothing, and I mean nothing , can beat on the job experience, you need the right training. In addition to the courses below, we curated a nice smattering of blogs, resources and people to follow to stay up to date in this 2018 digital analytics blog post.

Analytics 21

Analytics Course Social Media Analysis 21

Currency Alliance

NOVEMBER 14, 2018

This blog serves two purposes. Marketplaces deliver unique value for customers that your own brand cannot deliver on its own. In a marketplace, multiple traders appear in one place so the customer can: compare offerings (i.e., This creates a terrible customer experience. This is a good thing.

Loyalty 45

Loyalty Loyalty Programs Hotels Travel 45

inmoment

MARCH 9, 2020

1 for CEOs today is ensuring the company delivers a compelling customer experience. This laser sharp focus on the total experience must span the entire demand and supply chain and incorporate every aspect of how products and services are designed, priced, marketed, sold, delivered and supported. Now customers expect even more.

Customer Experience 52

Customer Experience Self Service Hotels Leadership 52

Thunderhead

JUNE 20, 2018

Forrester presented new research yesterday (The US Customer Experience Index, 2018, Rick Parrish) which shows CX quality has languished in the past 12 months, a far cry from businesses saying they’re putting CX first, they’re talking the talk but not walking the walk. Homewood Suites by Hilton.

Loyalty 40

Loyalty ROI Customer Journeys Brands 40

Currency Alliance

DECEMBER 13, 2018

YouGov data from the UK shows that even the youth demographic – supposedly disloyal – thinks that points programs “are a good way for brands to reward customers and 59% think all brands should offer one.”. Greater investment to meet consumers’ insatiable appetite for experiences. Blockchain going quiet (for the time being).

Loyalty 45

Loyalty Trends Loyalty Programs Rewards Programs 45

Currency Alliance

FEBRUARY 26, 2019

Businesses, their markets, and customer behavior have evolved dramatically in the past 10 years, yet most loyalty programs have only made incremental changes (in some cases to the detriment of customers). A great loyalty strategy runs in sync with the business and permeates virtually every customer-facing aspect.

Loyalty 45

Loyalty Strategy Loyalty Programs Hotels 45

Currency Alliance

NOVEMBER 17, 2020

It allows us to keep customers engaged when business plans fly out the window, due to marketplace calamities, such as the Covid-19 pandemic. Each trend supports aspects of the broader business imperative: to be present when and where customers choose to engage. We crave convenience and more intuitive, personalized experiences.

Loyalty 52

Loyalty Trends Loyalty Programs Travel 52

Currency Alliance

FEBRUARY 10, 2021

In my opinion, if someone believes they have reached ‘best practice’, then they typically stop thinking about how to create more value for all stakeholders, and simply allow inertia to drive their customer engagement efforts. If no one else will rock the boat, then that is the CEO’s job.

Loyalty Programs 52

Loyalty Programs Loyalty How To Touchpoint 52

Currency Alliance

APRIL 10, 2021

Uncover the mountains of gold in your mid-long tail customers. Most loyalty teams obsess over your 10-15% most frequent customers, partly because they’re profitable, but partly because they’re easy to market to. The 40-60% of less frequent customers are a far larger commercial opportunity. Capture exclusive customer insight.

Loyalty 52

Loyalty Marketing Loyalty Programs Touchpoint 52