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

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 139

Customer Experience Transportation Hotels Airlines 139

ShepHyken

NOVEMBER 17, 2017

This week we feature an article by Megan Wenzl about the importance of online reviews to your business and customer engagement. A woman goes online to search for a hotel to stay at during her upcoming trip to New York. She types in “hotels in New York” in the search box and results populate the page. – Shep Hyken.

Customer Engagement 81

Customer Engagement Engagement Hotels Advertising 81

SuiteCX

MAY 25, 2016

Here are a few case studies: Start with the brand promise. Do you have a clear brand promise that you are communicating consistently? Telling the brand story is a way to help define your brand and bring it alive for your target audience. A great example of a brand that is living their promise is The North Face.

Case Study 100

Case Study Study Customer Engagement Engagement 100

Currency Alliance

FEBRUARY 26, 2021

The question, now, is how we organize and optimize our marketing efforts to deliver consistency in the brand message, build a loyal base of customers, and increase share of wallet. The next wave of challenges for brands will be related to embracing the marketplaces where customers now spend most of their time.

Loyalty 59

Loyalty Customer Engagement Engagement Airlines 59

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

BirdEye

DECEMBER 18, 2023

As customers, we all check online reviews before booking a hotel, trying a new restaurant, or buying a high-ticket item. In fact, recent Birdeye research revealed that: 68% of consumers check online reviews for a business before choosing a brand or service provider. This does not bode well for the business.

Tools 52

Tools Brands Social Media Multi-Channel 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. Promote content created by your followers with branded hashtags.

Social Media 98

Social Media Brands Video Entertainment 98

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

AskNicely

AUGUST 22, 2018

How many customer loyalty programs do you belong to? That’s not good news for those brands I’m signed up with, is it? customer loyalty programs and yet is only active in 3.9. Action shows your brand is actively listening by reacting to customer responses. I’m not even sure I know.

Loyalty Programs 150

Loyalty Programs Loyalty Feedback Net Promoter Score 150

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 78

Self Service Customer Service Airlines Touchpoint 78

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

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

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 70

Customer Service B2C B2B Guest Experience 70

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

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

ENGAGE.cx

OCTOBER 14, 2015

Accomplishing this is a lot easier with a houseguest than at a multi-room hotel or resort. But being big shouldn’t be a barrier to creating loyalty through customer service. Did the interaction have an emotional impact that pushed them towards or away from the brand?

Customer Engagement 40

Customer Engagement Engagement Guest Experience Hospitality 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

Kayako

JULY 28, 2022

Today’s customers increasingly expect personalized experiences from brands, so it is tempting to think that if your customer were having a problem, their first choice would be to get on a live call with customer service. When looking at actual customer behavior, the opposite is true. What is Knowledge Management?

Self Service 247

Self Service Customer Service Management Knowledge Base 247

Currency Alliance

AUGUST 16, 2019

From a standing start of zero customer data some 20 years ago, brands became able to incentivize desired behaviors in highly-predictable customer segments. To the majority of less-frequent customers, these partnerships are not only impersonal, but many are downright irrelevant.

Loyalty 40

Loyalty Brands Loyalty Programs Airlines 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

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

Storyminers

JULY 6, 2020

His clients range from large, publicly traded companies to leading professional service firms and fast-growth and established small businesses including Apple, Diesel, Freshworks, KFC, Pearson, Shell etc… plus lots of smaller brands and SMEs. A Global Guru poll established him as one of the top ‘Customer Service Gurus’ in the world.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

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.

Consulting 52

Consulting Groups CRM Multi-Channel 52

Storyminers

JULY 6, 2020

His clients range from large, publicly traded companies to leading professional service firms and fast-growth and established small businesses including Apple, Diesel, Freshworks, KFC, Pearson, Shell etc… plus lots of smaller brands and SMEs. A Global Guru poll established him as one of the top ‘Customer Service Gurus’ in the world.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

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

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

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

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

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

Experience Investigators by 360Connext

APRIL 28, 2015

We received a master class on the use of microinteractions to support customer experience when we at CTS Service Solutions held a team retreat at Kimpton’s Vero Beach Hotel and Spa (VBHS) awhile back. From the moment we entered the Vero Beach Hotel and Spa, we were struck by the small touches that welcomed us at seemingly every turn.

Customer Experience 110

Customer Experience Hotels Travel Policies 110

Currency Alliance

MARCH 20, 2020

share customer insight among partners, so you know how to maximize lifetime value for each customer, and can create more personalized engagement. 20 years ago, it cost the customer nothing to participate in a bad loyalty program, because there was no better alternative. Create a list of five important customer segments.

Loyalty Programs 52

Loyalty Programs Loyalty Hotels Travel 52

Currency Alliance

OCTOBER 27, 2017

The key to getting customers once again actively involved in loyalty program participation is through providing greater liquidity. The points will only affect the perceived value – if the customer can do something with them. Therefore, the brand is capturing next to no data on the other 80% of their customers.

Loyalty 45

Loyalty Customer Engagement Engagement Loyalty Programs 45

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

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). Others have lost their jobs.

Loyalty 72

Loyalty Consumers Marketing Loyalty Programs 72

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

Experience Investigators by 360Connext

MAY 24, 2017

There’s a part of your customer journey that is most likely inconsistent. Going from one hotel front desk to the next or calling different customer service reps can have very different outcomes. Sometimes calling the same customer service rep on a different day means having a completely different experience!

Hotels 125

Hotels Infographics Loyalty Programs Customer Journeys 125