CSM Magazine

SEPTEMBER 28, 2021

The study dives into what consumers want in a brand’s online presence, revealing the ten most important pieces of information for consumers in the digital journey, which include: Menus. Brands can set themselves apart by ensuring that their website, Google listings, rating sites and social media profiles are accurate and engaging.

Hospitality 52

Hospitality Study Consumers Social Media 52

CSM Magazine

AUGUST 22, 2023

Their choices are influenced by peer reviews, social media interactions, and real-time feedback. 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

BirdEye

AUGUST 28, 2020

Their secret: customer feedback. In this guide, we’ll explore the following: Why customer feedback is so crucial How you can get started with a winning customer feedback process How you can identify and fix operations issues. 3 reasons why customer feedback is your competitive advantage. Here’s why. Set measurable goals.

Competitive Advantage 75

Competitive Advantage Feedback Net Promoter Score Hospitality 75

CSM Magazine

AUGUST 17, 2021

There can be no hospitality industry without customer service, and it’s customer service that can make or break a business in the industry. And although the customer is necessarily always right, businesses in the hospitality industry must endeavor to always keep them satisfied. Be Able to Receive Feedback. Final Thoughts.

Hospitality 52

Hospitality Industry Tips Customer Service 52

ShepHyken

NOVEMBER 3, 2021

While he’s in the hospitality industry, this could apply to any type of business. I would love to get some service-related feedback. In years past both of my locations were consistently in the top 30% of brands. And third, once you have data and feedback, do something about it. But what happens when it becomes a trend?

Hospitality 166

Hospitality Customer Experience Hotels Feedback 166

Thematic

DECEMBER 9, 2019

The one resource that all companies (both tech and non-tech) already have is customer feedback. Turns out customer feedback can really propel digital transformation, and it’s easy to get started! The intuitive answer is no, since their industry is hospitality / travel. Customer feedback is a critical part of this.

Feedback 126

Feedback Travel Voice of Customer Hospitality 126

Happy or Not

NOVEMBER 21, 2023

Choosing the right feedback management system for your business can be daunting, with numerous options available in the market. HappyOrNot is one of the most popular choices that enhances customer satisfaction and streamlines your feedback collection process. billion feedback data points.

Feedback 36

Feedback Comparison Transportation Hospitality 36

SurveySparrow

APRIL 12, 2023

Not only do they give you the opportunity to gather valuable feedback from your patients, but they also allow you to identify areas for improvement and enhance the overall patient experience. Why Is Patient Feedback Necessary? Additionally, obtaining feedback from patients can help build trust and loyalty.

Examples 52

Examples Survey Feedback Healthcare 52

ReviewTrackers

JANUARY 23, 2018

Here’s why you need a location page for every doctor at your hospital. Every Doctor and is a Brand. Every healthcare provider at your healthcare organization is a brand. And brands need to easily be found online to be successful. Brands also need to be distinguishable from other brands. Yes, that’s right.

Hospitality 70

Hospitality Healthcare Consumers Wait Times 70

Customer Guru

JUNE 29, 2018

In this episode of CX Conversations, our guest – Rajarshi Sen (Raj), Manager, Operations & Strategic Initiatives at Kamineni Hospitals – joins our host – Vivek Jaiswal – to discuss the state of customer experience in Healthcare. I would just sit and talk to them and listen to them about what they have to say.

Hospitality 76

Hospitality Healthcare Customer Experience Management 76

GetFeedback

APRIL 29, 2019

Text message (SMS) surveys are a great solution for gathering feedback from customers who are on the go. Not only does SMS have a high engagement rate, but according to a study conducted by the University of Michigan , people are more likely to give accurate feedback over text. Phone support feedback. Purchase feedback.

Survey 265

Survey Net Promoter Score NPS Healthcare 265

GetFeedback

NOVEMBER 25, 2019

Hospitals: 76%. So, as you’re monitoring your CSAT score, you should also be collecting feedback, acting on it, and implementing other strategies that will actually improve the experience; this will ultimately lead to a better CSAT score and other desirable business outcomes. Fixed-Line Telephone Service: 70%. Food Manufacturing: 82%.

Customer Satisfaction 293

Customer Satisfaction Industry Effort Score Apparel 293

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. Companies that can accomplish this will achieve an unparalleled view of the brand experience that their guests are having.

Guest Experience 40

Guest Experience Entertainment Hospitality Brands 40

C Space

APRIL 6, 2020

The Brand Move Roundup – April 6, 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 masks are used by hospitals in sub-intensive therapy.

Brands 52

Brands Hospitality Healthcare Banking 52

SurveySparrow

MAY 26, 2021

One day, they get called into their boss’s cabin to receive some negative feedback. However, by responding well to such feedback, companies can easily impress their customers and improve services. In this simple guide on how to respond to negative feedback, we’ll help you do all of that and more. What’s more?!

Feedback 52

Feedback How To Net Promoter Score Survey 52

ShepHyken

JUNE 10, 2016

This week on our Friends on Friday guest blog post my colleague, Benny Tjia shares lessons learned from the hospitality industry about creating a customer focused culture. I agree that the hospitality industry seems to be the perfect place to find excellent examples of good (and bad) business practices as well as examples of customer service.

Hospitality 48

Hospitality Industry Hotels Customer Service 48

SurveySparrow

MARCH 5, 2024

Staff Courtesy and Professionalism: Assess patient satisfaction with the professionalism and courtesy of hospital staff. To sustain the rapidly changing market trends, it has now become important for automobile executives to analyze and work on customer feedback.

Industry 52

Industry Net Promoter Score Hospitality Healthcare 52

CSM Magazine

MARCH 5, 2024

Remote patient monitoring through mobile apps is becoming increasingly popular, allowing for improved care outside hospital settings. Lowering costs can be achieved through fewer hospital admissions, emergency room visits, and doctor appointments. Improve the app by addressing user feedback, fixing bugs, and adding new features.

Engagement 52

Engagement Healthcare Hospitality Gamification 52

C Space

MARCH 26, 2020

The Brand Move Roundup – March 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.

Brands 40

Brands Hospitality e-support Healthcare 40

Grade.us

AUGUST 27, 2019

Are the hospitality and travel industries beholden to hospitality reviews? Sure, hospitality reviews are important. There are plenty of companies in the hospitality and travel industry that don't have a strong review portfolio. Is a portfolio of strong hospitality reviews an unfair advantage? Are they though?

Hospitality 30

Hospitality Travel Industry Hotels 30

InMoment XI

JANUARY 17, 2024

In the dynamic world of hospitality, the ability to manage and enhance the guest experience often spells the difference between those who win and those who get left behind. With the prevalence of online reviews and social media, managing and enhancing guest experiences is crucial to maintaining a positive brand image.

Guest Experience 260

Guest Experience Trends Hospitality Customer Journeys 260

SurveySparrow

FEBRUARY 18, 2024

The team and I spent a whole day finding the best alternatives to this customer feedback platform. Source: customerthermometer.com Customer Thermometer is a customer feedback software that makes measuring customer satisfaction simple and quick. Or perhaps, you want something new to try out. What is Customer Thermometer ? The best part?

Multi-Channel 52

Multi-Channel CRM Tourism e-support 52

BirdEye

NOVEMBER 28, 2023

A remarkable 49% increase in customer feedback from review sites, all within just six months. Informed strategy: Customer feedback can be your roadmap to getting better. 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.

Industry 57

Industry Management Healthcare Hospitality 57

C Space

JULY 7, 2020

The Brand Move Roundup – July 7, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. Three 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 52

Brands Policies Hospitality Advertising 52

ShepHyken

SEPTEMBER 5, 2022

What can brands do to perform within their customers’ expectations? Our customer experience research confirms this, finding that 74% of consumers would switch to a competing company brand if they provided a better customer service experience. Yes, even negative feedback and ratings can be positive. It’s that simple.

Net Promoter Score 67

Net Promoter Score Customer Service Hospitality Hotels 67

ShepHyken

JUNE 28, 2022

Convenient Customer Feedback In Realtime. How to Use Customer Feedback to Improve Performance. Shep Hyken interviews Adam Alfia, co-founder of Feedback. He has a firmly entrenched background in high-end hospitality and entertainment. He shares how companies can utilize customer feedback to create a great experience.

Social Media 64

Social Media Entertainment Feedback Sports 64

Customer Bliss

JUNE 6, 2018

Within his role, Eric now owns the VoC programs, CX and brand activation team, and the Gold Plus Rewards loyalty program. Then, he spent time gathering customer feedback from call centers, social media, etc. Then, he spent time gathering customer feedback from call centers, social media, etc. How do they feel about the brand?

Employee Experience 221

Employee Experience Culture Loyalty Travel 221

Lumoa

MAY 29, 2018

The most precious information you can get from customer feedback is actually the text feedback that will help you to shape your business strategy. It’s no longer a secret that people who love brands will talk about those brands with their friends and family. People often forget that customer experience is not a number.

Engagement 221

Engagement How To Travel Hospitality 221

C Space

MAY 7, 2020

The Brand Move Roundup – May 7, 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.

Brands 52

Brands e-support Fashion Healthcare 52

Customer Bliss

JUNE 20, 2017

Jackie McAtee, Vice President of Marketing and Customer Experience for Mayfair Medical Imaging, and I discuss her path from hospitality and marketing to her hybrid role of both marketing and customer experience. Much of Jackie’s background was in the luxury hospitality industry. Experience vs. brand. Episode overview.

Innovation 200

Innovation Healthcare Customer Experience Net Promoter Score 200

ReviewTrackers

JUNE 27, 2019

Managing online reviews and customer feedback is one of the biggest investment priorities for hospitality brands and organizations in 2016. Results showed that organizations that did not acknowledge or respond to reviews and customer feedback experienced lower review scores and overall ratings.

Management 85

Management Hospitality Hotels Net Promoter Score 85

Customer Bliss

APRIL 4, 2017

As a native of Louisiana, Sonya is no stranger to hospitality – her passion for outstanding Customer service drives her to make personal connections to live out the genuine Southwest brand to our 50,000 plus employees. “hospitality”) and sometimes they are open-ended. Sometimes these are themed (i.e.

Airlines 204

Airlines Hospitality Leadership Connections 204

ECXO

JUNE 11, 2023

It’s the foundation for building brand loyalty, adoption and providing customers with an unforgettable, consistent experience. In this article, we want to walk you through 22 essential steps that will help you design an experience that sets your brand apart. How do customers experience your brand – across touchpoints?

B2B 130

B2B B2C Touchpoint Customer Journeys 130

Alida

DECEMBER 15, 2016

He sees consolidation as a way for hospitals to gain more purchasing power, reduce redundant services and drive costs down. Deloitte, for instance, is predicting that only 50 percent of hospitals today will remain in 10 years. Between 2009 and 2013, annual hospital deals have increased 14 percent. Learn from other industries.

Airlines 138

Airlines Hospitality Employee Engagement Entertainment 138

InMoment XI

MAY 14, 2022

In what ways do your favorite brands help create your personal brand? Over the past few decades, InMoment has collected and analyzed feedback from billions of customer experiences. So, Why Do Customers Choose Their Favorite Brands? A Few Examples from Best-In-Class Brands. Brands like Nike, Tiffany & Co.,

Brands 493

Brands Loyalty Retail Competitive Advantage 493

Blake Morgan

JULY 11, 2023

To have a complete view of customer data, Choice Hotels uses a variety of channels to get feedback, ranging from public channels like Google reviews to more private channels like a post-stay survey on the phone or through social media. A business traveler may have different feedback than a leisure or millennial traveler.

Customer Focused 45

Customer Focused Data Strategy Hotels 45

Happy or Not

FEBRUARY 9, 2022

How to turn customer feedback into customer success? You need to ask– immediately and on the spot so that you don’t lose any of that valuable feedback. What makes feedback work is when it’s easy, intuitive, and engaging to give at the exact time and place the experience took place. This is in addition to increased loyalty.

Hospitality 69

Hospitality Retail Customer Satisfaction Comparison 69