SurveySensum

OCTOBER 31, 2023

What are customer experience and customer service, how they’re connected, their differences, why do they matter for your business, and how a customer feedback platform can help you ease your work to enhance the overall experience? A great CX is key to building customer loyalty and encouraging repeat business.

Connections 52

Connections Customer Experience Net Promoter Score Customer Service 52

Up Your Service

MAY 3, 2017

This post makes the same point, but for the travel and hospitality – one of the most traditional “service” industries on the planet. Read on… Customer loyalty is a powerful marketing force that travel and hospitality businesses are always chasing. By David Harrington. The rise of white-glove customer service.

Hospitality 74

Hospitality Travel Industry Brands 74

ShepHyken

MARCH 25, 2024

Brands Want Your Loyalty—and Will Offer More Than Points to Get It by Lauren Giella (Newsweek) Loyalty programs offer customers rewards, discounts or other perks when buying from or using the products or services of a certain brand. My Comment: Here is an excellent and robust article on loyalty programs.

Loyalty Programs 78

Loyalty Programs Hotels Customer Service Hospitality 78

Currency Alliance

OCTOBER 11, 2018

The Resolution Foundation, a UK-based research organization, recently published data showing that 11% of the market for “hotels and similar accommodation” was owned by the top 5 brands in the sector in 2016; a drop of three percentage points from 2004[i]. Restive guests: understanding hospitality loyalty. the luxury traveler.

Hotels 40

Hotels Hospitality Loyalty Travel 40

Currency Alliance

DECEMBER 4, 2023

Loyalty trends, as we’ve said in our previous years’ trends articles, are interesting to think about – but they are not necessarily reflective of what your own brand should be focusing on in the next year. This year, a continuing key theme in loyalty will be the ability to drive even greater customer value at lower direct cost.

Loyalty 59

Loyalty Trends Data Marketing 59

InMoment XI

APRIL 3, 2024

The customer experience—how buyers feel about their collective interactions with a brand—defines and motivates customer action. Your brand needs to deliver on all fronts in order to create a memorable experience for these customers. It sets the tone for the entire company/consumer relationship.

Customer Expectations 260

Customer Expectations Meeting Customer Experience Touchpoint 260

C3Centricity

MAY 20, 2019

Hospitality is perhaps one of the most visible industries where customer satisfaction, or lack of, is quickly shared with the world. Hospitality is also one of the industries that receives the most comments online, thanks to TripAdvisor and other booking sites. There is no hiding from their clients for hospitality! ” #2.

Industry 218

Industry Strategy Hospitality Hotels 218

CSM Magazine

AUGUST 22, 2023

The digital-savvy guest of today is informed, constantly connected, and values time above all. With a plethora of options at their fingertips, these guests won’t hesitate to switch brands if their expectations aren’t met, making it vital for hotels to be consistently proactive and attentive.

Hotels 52

Hotels Chatbots Hospitality Guest Experience 52

North Highland

SEPTEMBER 3, 2019

Sponsorships have long been a key tactic in the marketing toolbox for hospitality companies. The days of branded marquees and simple swag bags are gone. However, the “brand activation” reigns supreme, and sponsorships now involve highly interactive, tailored experiences. Sponsorships also don’t come cheap.

Hospitality 61

Hospitality Industry Sports ROI 61

Experience Investigators by 360Connext

OCTOBER 3, 2023

Surveys can certainly help us see patterns around satisfaction, loyalty, and other key performance indicators—but customers are getting tired of them. Social media monitoring: CX teams and brand leaders can monitor social media channels to see what customers talk about in relation to the brand. And I’d bet your team is, too!)

Feedback 270

Feedback How To Social Media Analysis 270

Currency Alliance

AUGUST 22, 2022

The Points Bank in a loyalty program is the module of software that keeps track of all transactions related to issuing, redeeming, or exchanging points among loyalty program members, partners and other stakeholders. Core functionality of the loyalty points bank.

Banking 52

Banking Loyalty Loyalty Programs Airlines 52

CSM Magazine

JUNE 2, 2021

The Loyalty People has today announced the appointment of loyalty innovator Tom Peace as the company’s new Managing Director. Tom is one of the loyalty industry’s most respected experts, with over 15 years’ experience in analytics and customer engagement roles at the likes of IRI, Aimia, Reward Insight and Collinson.

Loyalty 52

Loyalty Travel Fashion CRM 52

C3Centricity

JANUARY 4, 2021

In appreciation of your loyalty, we have summarised the top twenty articles of this year, so you can check them out if you missed any of them: #1. The article shows you how to connect with your customers and gather their information. Brand Portfolio Secrets to Success (5 Things You Need to Know). Should it be Both?

Customer Centricity 156

Customer Centricity Hospitality Customer Satisfaction Customers 156

LoyaltyPlus

SEPTEMBER 1, 2021

The COVID-19 pandemic has had a devastating impact on the global airline and hospitality sector. But whether it is safety or a seamless online environment, everything points to how important engendering loyalty has become in these difficult times. Sadly, things are not any better elsewhere in the world. Customers want to feel valued.

Loyalty 52

Loyalty Airlines Hospitality Hotels 52

C3Centricity

JANUARY 13, 2021

In appreciation of your loyalty, we have summarised the top twenty articles we published in 2020, so you can check that you didn’t miss any, or remind yourself of their usefulness: #1. The article shows you how to connect with your customers and gather their information. Five Rules of Customer Observation for Greater Success.

Customer Centricity 177

Customer Centricity Hospitality Customer Journeys Strategy 177

West Monroe

JANUARY 1, 2024

About the episode How do you connect with and serve patients when they’re not sick or in the hospital? Initially, during the mid-2000s, there was a strong focus on hospital-based medicine, with an emphasis on building hospital-based programs and adopting fee-for-service-oriented strategies.

Healthcare 52

Healthcare Engagement Hospitality Financial 52

ShepHyken

SEPTEMBER 4, 2023

Elevating Customer Experience: Embracing Hospitality as the Foundation by Charles Ryan Minton (Newsweek) When it comes to providing exceptional customer experiences, few industries excel quite like the hotel business. It can lead to increased customer loyalty, repeat business and, ultimately, higher profits. they’re everywhere.

Customer Service 67

Customer Service Hospitality Hotels Customer Retention 67

Currency Alliance

NOVEMBER 17, 2020

But those brands pursuing each of the trends predicted for 2020 probably suffered less as the course of this year evolved. Today, the best experience we receive from any brand becomes our expectation of every brand. Loyalty marketing has always existed as a primary method for building direct relationships with your customers.

Loyalty 52

Loyalty Trends Loyalty Programs Travel 52

ShepHyken

DECEMBER 5, 2022

The Top 5 Guest Loyalty Trends and Predictions to Watch for 2023 by Ellis Connolly. Hospitality Net) We are officially on the eve of a new year, already moving through the holiday season at the signature blink-and-you-might-miss-it pace that is seemingly synonymous with this time of year. First, create an empathetic connection.

Customer Service 70

Customer Service Hospitality e-support eBook 70

CSM Magazine

MAY 18, 2023

The global technology platform will power personalised guest experiences to increase revenue while providing deeper guest insights for the global hospitality company. SevenRooms is currently live across 25 countries at Marriott brands including W Hotels, The Ritz-Carlton, St.

Technology 52

Technology Hotels Guest Experience Hospitality 52

Avaya

MARCH 13, 2017

Almost two-thirds have stopped doing business with a brand due to a poor service experience, and the majority consider customer service a vital part of brand loyalty. So, why do 65% of customers still believe they put in more effort than a brand to resolve service issues?

Hospitality 56

Hospitality Innovation Hotels Guest Experience 56

Experience Investigators by 360Connext

JANUARY 12, 2015

How can we increase loyalty? We are most likely loyal to some brand or another. You like being loyal to these businesses because they earn your loyalty. They earn your loyalty because of how they make you feel. Now consider the last time you talked up a brand without any reward except sharing the good news.

Loyalty 110

Loyalty Hotels Hospitality Loyalty Programs 110

Oracle

APRIL 22, 2020

In a recent survey by Edelman , customers in a dozen countries stated how they view and what they expect from their favorite brands during this time of social distancing, sheltering-in-place, and business shutdowns. 63% believe that their country will not make it through the COVID-19 crisis without brands playing a critical role.

Connections 91

Connections Government Hospitality Healthcare 91

ShepHyken

JANUARY 25, 2021

It’s prime time for retailers to grow an Amazon-level loyalty program by Tom Caporaso. My Comment: Here’s a great article about customer loyalty. Some loyalty programs are actually marketing programs. Some loyalty programs create emotional connections. Some loyalty programs create emotional connections.

Customer Service 157

Customer Service Guest Experience Loyalty Programs Hospitality 157

ShepHyken

AUGUST 2, 2021

My Comment: In the eCommerce world, our customers are using multiple channels to connect with us. The article starts off with some stats and facts about why consumers unfollow brands. What Does Customer Loyalty Mean For Your Business? Syrow) Customer satisfaction is about how your customers feel about your brand or offerings.

Customer Service 93

Customer Service Hospitality Ecommerce Loyalty 93

CSM Magazine

MARCH 20, 2024

Ralf Ellspermann explains, “In today’s digital realm, the cornerstone of customer loyalty lies in consistent, personalized, and technology-adept interactions. Our profound industry knowledge, combined with our strategic alliances, positions us at the vanguard of the business process outsourcing sector.”

Customer Experience 52

Customer Experience Contact Center Competitive Advantage Exceptional Customer Service 52

inmoment

SEPTEMBER 19, 2019

At the same time, companies must also strive to provide these experiences today and in the future—essentially “future-proofing” their brand against issues that guests might experience with it. Guests seek much more than a transaction; they’re after an emotional connection that creates a memorable experience.

Guest Experience 40

Guest Experience Entertainment Hospitality Brands 40

Currency Alliance

DECEMBER 13, 2018

Escalating competition across sectors – not a purported “death of loyalty” – is making loyalty harder earned. As a result, major loyalty trends for 2019 will see a wave of innovation as established brands trial new ways to retain share of mind. Big brands mimicking strategies pioneered by upstart challengers.

Loyalty 45

Loyalty Trends Loyalty Programs Rewards Programs 45

TechSee

MARCH 7, 2023

Elizabeth has been leading the conversation on how our new connected homes and devices are changing how we live and documenting service evolution for nearly 25 years. Fast forward to today, Carol leads the iconic UPS brand. Specific areas of expertise include Customer Experience, Hospitality, Culture, Wellness, and Entrepreneurship.

Contact Center 207

Contact Center Leadership Hospitality Chief Customer Officer 207

Experience Investigators by 360Connext

SEPTEMBER 2, 2020

How Do Great Brands Deliver a Consistent Customer Experience? Some brands deliver consistently delightful experiences for customers like magic. Other brands seem to base the experience on which employee answers the call. How can some brands get it so right, so consistently? What’s our Brand Promise?

How To 214

How To Brands Airlines Hotels 214

Customer Bliss

OCTOBER 11, 2016

Mark Weinstein is the Senior Vice President of Customer Engagement, Loyalty and Partnerships for Hilton Worldwide. Mark leads Hilton’s customer strategy as SVP and global head of loyalty & partnerships. Power-winning guest loyalty program. He leads a global portfolio of Hilton HHonors co-branded credit cards.

Chief Customer Officer 0

Chief Customer Officer Hospitality Industry Travel 0

Currency Alliance

MARCH 20, 2020

There are really only four ways to create value for all stakeholders in a loyalty program: maintain low operating costs, and funnel the savings into rewards. source aspirational redemption options at better cost, so the value of your loyalty currency is magnified. Not every loyalty program seems to appreciate this.

Loyalty Programs 52

Loyalty Programs Loyalty Hotels Travel 52

Currency Alliance

DECEMBER 17, 2019

This is the blog version of our Loyalty Strategy Guide 2020. For a more engaging read, click here to Currency Alliance Loyalty Strategy Guide 2020. There was a mix of good and bad, for loyalty in 2019. The widespread devaluation of loyalty currencies during the past few years brings this into sharp focus.

Loyalty 64

Loyalty Strategy Loyalty Programs Travel 64

BirdEye

SEPTEMBER 26, 2023

Clinics and hospitals can also improve patient experience by streamlining operations by introducing artificial intelligence in repetitive tasks such as generating reports, setting up reminders, and automating payments, to name a few. As a result, admitted patients got a hospital bed 38% more quickly.

Healthcare 109

Healthcare Hospitality Social Media Wait Times 109

ShepHyken

NOVEMBER 10, 2020

Optimize your request so that it occurs either during or after the customer’s experience with your brand. This represents a huge opportunity across the board to implement a survey program to help improve a brand’s experience. When we talk about responding to feedback, we’re talking about that connection with the customer.

Tourism 133

Tourism Hospitality Feedback Survey 133

ENGAGE.cx

SEPTEMBER 23, 2015

While you are checking out the property, the company website recognizes you and your preferred customer status, remembers you like a corner non-smoking room, and extends you an offer of an additional 10% off because of your long-standing loyalty. Guest Lifecycle. Guest Sentiment. Guest Value Index.

Guest Experience 40

Guest Experience Hospitality Hotels CRM 40

Optimove

FEBRUARY 14, 2023

Today’s consumers want to interact with the brands they love 24/7; on your app, in your store, and on your social media feeds and website. Brands that bring consistently relevant and valuable omnichannel experiences enjoy an almost 10% year-on-year increase in revenues and retain 90% of their customers on average (Aberdeen Group).

Omni-Channel 52

Omni-Channel Marketing Hospitality Travel 52