Think Customers

JULY 20, 2020

Forrester’s 2020 US Customer Experience Index Report captured the early effects of the pandemic. Here are some of the biggest takeaways highlighted from the report, which surveyed more than 97,000 U.S. customers across 250 brands and 14 industries from January through March. Brands that invest in CX are winning.

Report 52

Report Banking Airlines Hotels 52

Currency Alliance

OCTOBER 11, 2018

Countless articles have been written about enhancing the hotel customer experience (CX) with technology. The hotel market is becoming more competitive, with a larger share of wallet being spent on a greater variety of services. Happily, this increased competition does not pose an existential threat to the hotel as a business model.

Hotels 40

Hotels Hospitality Loyalty Travel 40

Think Customers

JUNE 21, 2021

In a new report, the 2021 US Customer Experience Index , Forrester Research set out to determine how brands did in making abrupt CX changes with very little preparation. The effectiveness at which brands met customer needs and expectations, however, varied across industries.

Brands 52

Brands Hotels Airlines Insurance 52

Currency Alliance

JUNE 1, 2020

The long break in spending habits due to Covid-19 will cause customers to re-evaluate their relationship with brands. This isn’t just a casual observation, but a sign of a widespread consumer trend which every loyalty marketer should be thinking about. People in Barcelona are buying a lot more ice-cream lately.

Loyalty 72

Loyalty Consumers Marketing Loyalty Programs 72

Ann Michaels and Associates

JULY 31, 2018

Think about a hotel you’ve stayed at before and upon returning remembers that you liked a certain type of pillow, a specific newspaper and a corner room. Shoppers expect brands to remember who they are, whether they’re on a digital channel or in-store, says Peter Reinhardt, CEO and co-founder at Segment. The Cost of Disappointment.

Consumers 53

Consumers Retail Hospitality Hotels 53

C Space

JUNE 2, 2020

The Brand Move Roundup – June 2, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. Keep checking back here for the latest updates on how brands are dealing with coronavirus. It’s a steady move forward.”

Brands 52

Brands Travel Hotels Retail 52

ShepHyken

JANUARY 21, 2024

You will love his opening story about what happened in a well-known, name-brand hotel. The 2024 Marigold Global Consumer Trends Index Report provides insights into consumer preferences that drive marketing decisions and explores the influence of brand relationships.

Customer Service 60

Customer Service Self Service Trends Loyalty Programs 60

C Space

MAY 28, 2020

The Brand Move Roundup – May 28, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. Keep checking back here for the latest updates on how brands are dealing with coronavirus. A recent report from C oresight Research found that 49% of U.S.

Brands 52

Brands Self Service Tourism Sports 52

Alida

OCTOBER 18, 2016

By 2020, Generation Z will account for 40 percent of all consumers in the U.S. The report, The Everything Guide to Generation Z , provides statistics and insight for marketers, customer experience and innovation pros in all major industries. Download the report for more stats and insight on Gen Z. Optimistic and self-assured.

Report 100

Report Travel Fashion Hotels 100

C Space

MAY 1, 2020

The Brand Move Roundup – May 1, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. Keep checking back here for the latest updates on how brands are dealing with coronavirus. For comparison, Zoom grew only 6% during that same time period in 2019.)

Brands 52

Brands Tourism Hotels Sports 52

BirdEye

DECEMBER 8, 2022

If you don’t know which platforms are available, you may be throwing away opportunities to make your brand a household name. We’ll also help you narrow down your target audience and determine which platforms can help boost your brand and get more followers. Let’s say you’re a business-to-consumer (B2C) company selling retail products.

Social Media 98

Social Media Brands Video Entertainment 98

QuestionPro Audience

MAY 18, 2018

But as a generation that is on the cusp of surpassing baby boomers as the nation’s largest living adult generation , it’s important for brands to take notice of the trends they’re setting as consumers. By embracing technology and innovation, brands can attract this intriguing generation of consumers. .

Travel 186

Travel Airlines Transportation Guidelines 186

C Space

JULY 29, 2020

The Brand Move Roundup – July 29, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. Four months ago, when the gravity of the situation became clear, we started daily reporting on how brands were dealing with the COVID-19 crisis.

Brands 40

Brands Hotels Apparel Insurance 40

C Space

JUNE 4, 2020

The Brand Move Roundup – June 4, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. Fourteen weeks ago, when the gravity of the situation became clear, we started daily reporting on how brands were dealing with the COVID-19 crisis.

Brands 52

Brands Tourism Travel Consumers 52

BirdEye

NOVEMBER 8, 2023

FAQs on eCommerce review sites Unlock your business potential by listing on these eCommerce review sites To truly elevate your brand experience, you must be listed and engage regularly on these third-party review sites. For your business, being listed substantiates your online reputation , influencing consumer trust and purchase decisions.

Ecommerce 57

Ecommerce Travel Hotels Social Media 57

C Space

MAY 26, 2020

The Brand Move Roundup – May 26, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. Keep checking back here for the latest updates on how brands are dealing with coronavirus. Instead, the brand will show “seasonless” collections twice a year.

Brands 52

Brands Fashion Travel Course 52

C Space

JUNE 18, 2020

The Brand Move Roundup – June 18, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. Sixteen weeks ago, when the gravity of the situation became clear, we started daily reporting on how brands were dealing with the COVID-19 crisis.

Brands 52

Brands Guidelines Hospitality Government 52

C Space

MAY 28, 2020

The Brand Move Roundup – May 27, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. Keep checking back here for the latest updates on how brands are dealing with coronavirus. The survey’s most surprising finding deals with young consumers and luxury.

Brands 52

Brands Fashion Apparel e-support 52

Calabrio

OCTOBER 19, 2022

Brand Guardianship Is Key to Consumer Loyalty. The State of the Contact Center Report 2022 revealed that consumer loyalty is fleeting which directly impacts brand revenue. 97% of consumers say their contact center interactions directly impact brand loyalty. The Contact Center Is Your Brand Guardian.

Connections 147

Connections Contact Center Analytics Travel 147

ReviewTrackers

APRIL 7, 2021

After all, reputation is the key to building public and consumer trust. In 2012, Edelman Insights found that financial services and banking was the industry consumers trusted the least — even less than they did the media sector. Reputational risk can cause damage to a bank’s brand and reputation. Bank Reputation Risk Management.

Banking 94

Banking Management Social Media How To 94

ShepHyken

OCTOBER 11, 2021

Fast Company) Providing exceptional customer service is a tried and tested way for brands to stand out and succeed. TechRepublic) A Zendesk report found a series of commonalities among companies it calls CX champions. Check out the article and the report and see if your organization aligns with what it takes to be a CX Champion.

Customer Service 73

Customer Service Hospitality Rewards Programs Self Service 73

C Space

SEPTEMBER 15, 2020

The Brand Move Roundup – September 15, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. In early March we began reporting daily on how brands were dealing with Covid-19. There are so many risks to that.” It has 167 stores in 39 states.

Brands 40

Brands Retail Hotels Sales 40

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]. In 2000, UK consumer bank Halifax launched a fairly successful marketing slogan: the people that give you extra [iv]. Actually, they do.

Banking 40

Banking Loyalty Consumers Loyalty Programs 40

BirdEye

NOVEMBER 28, 2023

It’s essential to keep an eye on online reviews or feedback, thoughtfully assess the vibes out there, and shape those chats to show off the best side of your brand. These high-risk, public-facing sectors often share traits like: Direct consumer impacts: When things go wrong in these sectors, it’s not just a minor setback.

Industry 57

Industry Management Healthcare Hospitality 57

Ann Michaels and Associates

JUNE 5, 2020

There’s been shift from “you’re a predictable brand I trust” to “I am loving this exclusive boutique experience.” Large hotel franchises and chains are changing their hotel concepts to reflect a more unique appeal that correlates to the city or town of their hotel location. Social Media’s Role. Adjusting Your Focus.

Hospitality 59

Hospitality Retail Social Media Hotels 59

C Space

JUNE 8, 2020

The Brand Move Roundup – June 8, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. Fifteen weeks ago, when the gravity of the situation became clear, we started daily reporting on how brands were dealing with the COVID-19 crisis. yuan ($21).

Brands 40

Brands Ecommerce Travel Sports 40

ENGAGE.cx

MARCH 9, 2017

In 2016, major brands like Walmart, REI, Belk and Target announced that omni-channel customers – or those that shopped across multiple channels – spent on average 2-4 times more than the average customer. Consumers are getting more and more comfortable using location to enhance the value proposition of the products and services they consume.

Omni-Channel 45

Omni-Channel Loyalty Measurement Brands 45

Beyond Philosophy

OCTOBER 25, 2019

They also reported revenues of over one billion in the second quarter of 2019, although there is no report on the profits. Michelli says he writes about brands that take care of their people and customers in a way that differentiates them in the marketplace. Michelli knew a bit about the elevated experience of luxury hotels.

Hotels 104

Hotels Travel Hospitality Consulting 104

C Space

MAY 14, 2020

The Brand Move Roundup – May 14, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. Keep checking back here for the latest updates on how brands are dealing with coronavirus. 61% of respondents held global positions, with 39% in regional roles.

Brands 52

Brands Transportation Advertising e-support 52

C Space

SEPTEMBER 24, 2020

The Brand Move Roundup – September 24, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. In early March we began reporting daily on how brands were dealing with Covid-19.

Brands 40

Brands Travel Airlines Policies 40

NetBase

APRIL 14, 2020

Consumers are anxious to travel again, and the industry needs to be tracking shifting travel sentiment caused by COVID-19 to watch for consumer indicators signaling they’re ready to rebook – and that social distancing is behind us. People Love to Travel. Preparing for Future Travel.

Travel 81

Travel Airlines Social Media Consumers 81

Currency Alliance

DECEMBER 18, 2017

There are of course many trends taking shape, but we thought we would take a look at what we consider to be the three top loyalty trends for 2018, and the implications of these for both brands and customers. Everyone knows that trust is key in brand loyalty. 1 – Trust the consumer and they’ll trust you back.

Loyalty 49

Loyalty Trends Brands Loyalty Programs 49

ReviewTrackers

MARCH 16, 2018

Today, consumers go online to find out what other consumers saying about businesses. Online reviews is one example of social proof, which is a form of validation for customers from other consumers. These findings to the 2018 ReviewTrackers Online Review Survey is proof that online reviews affect consumers’ decisions.

Hotels 85

Hotels Consumers Banking Feedback 85

ReviewTrackers

FEBRUARY 25, 2019

83 percent say TripAdvisor reviews make them feel more confident in their travel decisions, and 96 percent of hotels and hospitality brands worldwide say reviews are influential in generating bookings. Hotels and B&Bs that respond to 65 percent of their reviews receive an average review rating of 4.15, compared to only 3.81

Examples 91

Examples Hotels How To Travel 91

CloudCherry

APRIL 3, 2019

It was up to me to come across a brand-new model that would perform well. I even had a friend who recommended a brand and after reading the reviews I was swayed away from it. These experiences are deep and at some moments become emotional for the consumer. The message belongs to the consumer. Request a free demo.

Customer Experience 150

Customer Experience Effort Score Hotels Social Media 150

NetBase

NOVEMBER 21, 2018

But what changes can hotel brands expect moving forward, and how can they avoid disruption by innovative competitors? The NetBase 2018 Social Intelligence Report: Hotels has all the insights! As Zacks reports : “The industry looks attractive, owing to rise in occupancy rate and gain in commercial transient demand.

Hospitality 43

Hospitality Industry Hotels Social Media 43

ShepHyken

JUNE 24, 2019

Forbes) Dartmouth business school Vijay Govindarajan and author of The Innovator’s Dilemma describes three barriers to brand survival in a changing world. My Comment: I am always reading about my favorite brands, hoping to gain insight into how they do what they do so well. I’m honored to be quoted in this report.

Customer Service 114

Customer Service Poor Customer Service Tips Hotels 114