Experience Investigators by 360Connext

FEBRUARY 25, 2020

This is about customization, about understanding each individual person — because our experiences happen inside of us. You need to reach inside of people to engage them, and the better you customize your goods and services to them, then the more engaging that experience that you can create. Dramatic Experiences.

Engagement 162

Engagement Customer Experience Entertainment Hospitality 162

ShepHyken

FEBRUARY 13, 2024

While both may appreciate a good customer experience, one wants a different product experience.   Here’s another example. The Ritz-Carlton is obviously a fancier hotel than the Comfort Inn. Both brands offer the same functionality – a room with a bed, TV, bathroom, etc. It’s about how businesses make us feel.

Customer Experience 137

Customer Experience Transportation Hotels Airlines 137

Topdown

FEBRUARY 27, 2017

But there’s another big lesson every industry can take away from retail and hospitality: happy employees make happy customers. Think about your own recent visits to stores, restaurants or hotels. How did that impact your experience as a customer? How did it impact your impression of the brand?

Engagement 48

Engagement Customer Engagement Hospitality Hotels 48

Michelli Experience

NOVEMBER 14, 2017

When I was asked to do a TEDx talk about a year ago, I keyed in on the message that your brand (be that your individual brand or your corporate brand) is little more than “what people say about you when you are not around.”. Of all things for which Ed is known, “signature baseballs” is a substantial element of his brand.

Brands 113

Brands Hotels Leadership Guest Experience 113

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. Engage with your followers directly through messages, comments, and posts.

Social Media 98

Social Media Brands Video Entertainment 98

Lithium

DECEMBER 28, 2020

Let us introduce you to Khoros Engage. Khoros Engage will bring together digital customer engagement professionals for three days of networking, keynotes, workshops, and, expanded due to popular demand — product training sessions. We’ve loved hearing your excitement for our new Khoros customer engagement platform.

Engagement 52

Engagement Case Study Social Media Hotels 52

Eptica

JANUARY 29, 2016

Date: Friday, January 29, 2016 Customer service lessons from the hotel sector. Author: James Gladwish Since the days of coaching inns, providers of accommodation have had to focus on delivering the right customer experience to their guests. Published on: January 29, 2016. I think it comes down to four areas: 1.

Hotels 48

Hotels Customer Service Social Media Travel 48

Bold360

FEBRUARY 19, 2020

This year, we’ll be reimagining customer engagement start to finish, from first touch through resolution. By rethinking every area of customer engagement, you just might find new ways to differentiate your business. CXNext 2020: Engagement Redefined. Boston Marriott Long Wharf Hotel, Boston, MA.

Engagement 52

Engagement Case Study Hotels Connections 52

ShepHyken

MARCH 10, 2024

Seven Easy Ways to Make Your Customers Feel Valued by Rolling Stone Culture Council (Rolling Stone) As their business grows, it’s all too easy for business owners to get swept up in the numbers and forget that there are real people behind their profits. Is Customer Empowerment the New Customer Engagement?

Self Service 76

Self Service Customer Service Airlines Touchpoint 76

ShepHyken

AUGUST 1, 2022

My Comment: The customer service/support team may be the wrong name for a department that is on the front line, answering questions, dealing with complaints, and ensuring the customer’s problems are taken care of. These people are the brand ambassadors who get customers to buy more and say, “ I’ll be back.”.

Customer Service 69

Customer Service B2C B2B Guest Experience 69

Lithium

DECEMBER 28, 2020

A lot has happened since last year’s Spredfast SmartSocial and Lithium CX Live events —we’ve merged the people, products, and expertise of two leaders in digital customer engagement into one company: Khoros. Our customers are at the heart of this journey and we are so excited to offer you a new event series with even more value.

Engagement 40

Engagement Hotels Trends Customer Engagement 40

Lithium

AUGUST 28, 2019

Let us introduce you to Khoros Engage. Khoros Engage will bring together digital customer engagement professionals for three days of networking, keynotes, workshops, and, expanded due to popular demand — product training sessions. We’ve loved hearing your excitement for our new Khoros customer engagement platform.

Engagement 40

Engagement Case Study Social Media Hotels 40

Lithium

AUGUST 28, 2019

Let us introduce you to Khoros Engage. Khoros Engage will bring together digital customer engagement professionals for three days of networking, keynotes, workshops, and, expanded due to popular demand — product training sessions. We’ve loved hearing your excitement for our new Khoros customer engagement platform.

Engagement 40

Engagement Case Study Social Media Hotels 40

Lithium

JULY 10, 2019

Let us introduce you to Khoros Engage. Khoros Engage will bring together digital customer engagement professionals for three days of networking, keynotes, workshops, and, expanded due to popular demand — product training sessions. We’ve loved hearing your excitement for our new Khoros customer engagement platform.

Engagement 40

Engagement Case Study Social Media Hotels 40

ShepHyken

SEPTEMBER 5, 2022

(CMSWire) We know that customers expect answers to service inquiries within an hour, and they also expect their online experiences to be convenient and fast, with their questions answered and their goals accomplished. How has the ongoing digital evolution impacted how customers view patience today? It’s that simple. Close enough!).

Net Promoter Score 67

Net Promoter Score Customer Service Hospitality Hotels 67

ENGAGE.cx

OCTOBER 13, 2016

It starts with you jumping online to check out the availability with your favorite hotel company at your targeted destination. The staff greets you by name, assures you your corner room is ready, and offers to make you VIP reservations at the hotel restaurant, complete with two complimentary drink vouchers. Sound too good to be true?

Engagement 40

Engagement Guest Experience Hotels Hospitality 40

Currency Alliance

APRIL 15, 2024

The optimal points to offer mostly depends on the frequency of engagement your brand has with target customers. Plus, many types of points are widely appreciated by customers, and are useful to the brand for scoring different customer actions while influencing behavior. This actually is not true.

Loyalty Programs 52

Loyalty Programs Loyalty Airlines Banking 52

Avaya

FEBRUARY 7, 2017

So, how can hotels stay ahead? Here are five ways hospitality leaders and/or IT decision makers can begin building a successful digital strategy: Extend customer communications beyond the call center: Customer relationships are shaped across every business unit at every touch point, so why quarantine communications within the call center?

Hotels 40

Hotels Guest Experience Hospitality Strategy 40

CSM Magazine

JUNE 27, 2023

As a ‘Groundbreaker Sponsor’ at the event, Sabio, the digital customer experience (CX) transformation specialist, and makepositive will demonstrate their commitment to innovation in the world of customer engagement and the revolutionary opportunities that come with it. “AI is no longer a concept of the future.

Consulting 52

Consulting Groups CRM Multi-Channel 52

Vonage

JULY 7, 2017

Taj Hotels and Resorts is similarly re-tooling its global luxury brand to embrace each locale in which it operates. When I first heard this term, I thought it meant emphasizing the Indian roots of this venerable brand, but in fact it means something different. It calls this concept “Taj-ness.”

Trends 177

Trends Consumers Customer Experience Hotels 177

Currency Alliance

OCTOBER 12, 2020

This presentation is about driving customer engagement, and how the loyalty industry is transforming in order to engage with the mid-tail and long-tail customer. Loyalty programs must evolve to keep customers engaged. The way brands engage with customers will change dramatically in the next 2-3 years.

Loyalty 98

Loyalty Marketing Loyalty Programs Banking 98

Lithium

MARCH 13, 2019

A lot has happened since last year’s Spredfast SmartSocial and Lithium CX Live events —we’ve merged the people, products, and expertise of two leaders in digital customer engagement into one company: Khoros. Our customers are at the heart of this journey and we are so excited to offer you a new event series with even more value.

Engagement 40

Engagement Hotels Trends Customer Engagement 40

Lithium

MARCH 13, 2019

A lot has happened since last year’s Spredfast SmartSocial and Lithium CX Live events —we’ve merged the people, products, and expertise of two leaders in digital customer engagement into one company: Khoros. Our customers are at the heart of this journey and we are so excited to offer you a new event series with even more value.

Engagement 40

Engagement Hotels Trends Customer Engagement 40

Lithium

MARCH 13, 2019

A lot has happened since last year’s Spredfast SmartSocial and Lithium CX Live events —we’ve merged the people, products, and expertise of two leaders in digital customer engagement into one company: Khoros. Our customers are at the heart of this journey and we are so excited to offer you a new event series with even more value.

Engagement 40

Engagement Hotels Trends Customer Engagement 40

Experience Investigators by 360Connext

NOVEMBER 17, 2020

What about when they complete a training process or post about your brand on social media? Hotel brands sometimes thank customers for their 10th or 100th stay. It’s in the best interest of the brand, the drivers and the customers to allow for that communication cycle of gratitude. Look for milestones.

How To 372

How To Airlines Social Media Tips 372

ShepHyken

JULY 31, 2017

10+ Times Hotels Surprised Everyone With Their Creativity by Sarune Mac. Bored Panda) If you stay at hotels often, you know that most of them seem to offer the same old thing – mildly friendly reception, a decent bed, and a warm shower. Why does my business have such angry customers? by John Walls.

Net Promoter Score 0

Net Promoter Score Customer Service Hotels Effort Score 0

ReviewTrackers

JUNE 27, 2019

Managing online reviews and customer feedback is one of the biggest investment priorities for hospitality brands and organizations in 2016. It also reconfirmed an earlier estimate that an increase in a brand’s rating (on TripAdvisor) is reflected in an increase in revenue.

Management 85

Management Hospitality Hotels Net Promoter Score 85

Comm100

DECEMBER 8, 2020

On the contrary, chatbots are known for boosting customer satisfaction levels because they help build relationships on a more personal level, at least in comparison to the FAQ section. For instance, 8 out of 10 customers report engagement with a chatbot as positive. That alone weighs a lot in how likely a customer is to return.

Chatbots 134

Chatbots Customer Satisfaction Customer Service Representative Social Media 134

Currency Alliance

MARCH 28, 2023

Over the past 3-4 years, brands with loyalty programs have been more focused on offering members new ways to redeem points and obtain interesting rewards. This is to increase participation among those less frequent customers who are never going to get to a free flight, hotel stay, or iPad.

Loyalty Programs 52

Loyalty Programs Loyalty Hotels Airlines 52

Customer Alignment

NOVEMBER 21, 2017

Why is it then that seemingly every week there is news about another brand that is opening a physical brand experience space for its customers when many agree with Gartner’s belief that “By 2020, customers will manage 85% of their relationship with the enterprise without interacting with a human”?

Brands 40

Brands Automotive Retail Fashion 40

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. In truth, most customers have always been deliberate, but during the past decade they developed habits to buy routinely from preferred brands (or they deliberately did not).

Loyalty 72

Loyalty Consumers Marketing Loyalty Programs 72

Experience Investigators by 360Connext

NOVEMBER 22, 2022

What about when they complete a training process or post about your brand on social media? Hotel brands sometimes thank customers for their 10th or 100th stay. The drivers feel grateful for the tips and want to thank customers in return. How Have You and Your Customers Experienced Thankfulness?

How To 143

How To Airlines Social Media Tips 143

Retently

AUGUST 15, 2018

As for why great customer service has become so important, just consider the following: 82% of consumers are likely to leave your brand because of the service they get , not your pricing or products. Bad customer service just makes customers feel like you don’t care about them. But what is good customer service, though?

Examples 106

Examples Customer Service Social Media Exceptional Customer Service 106

Experience Investigators by 360Connext

MARCH 26, 2015

This means I jump from one brand to another. I’ve joked about how so many hotel “gyms” have at least one broken treadmill. The last several hotels have had working equipment! I’m grateful most hotels have abandoned the idea of the compact-yet-completely-useless hairdryer that pops out of the wall.

Travel 110

Travel Hotels Guest Experience Airlines 110

Optimove

JULY 12, 2023

This type of SMS marketing focusses on creating a personalized, interactive experience for the customer, and ultimately increasing customer engagement. There are several types of SMS marketing campaigns that businesses can implement to engage with their customers. How to get started with SMS Marketing?

Marketing 52

Marketing Return on Investment Ecommerce Customer Engagement 52

Qualtrics

FEBRUARY 16, 2021

In the case of a hotel for example, guests are involved from the booking stage, right through to check out, before (hopefully) re-booking for next time. Businesses that have designed new experiences for customers inside of the current trends have a better chance at adapting to customer need and increasing customer loyalty in the long-run.

Guest Experience 49

Guest Experience Trends Tips Hotels 49

Gravy Analytics

AUGUST 19, 2019

Use Visitations to measure foot traffic at places of interest, to determine consumer engagement, and for competitive benchmarking. You can also segment devices by frequency of visit to better understand customer engagement with your brand. How could location intelligence help you and your business?

Hotels 71

Hotels Travel ROI Consulting 71