InMoment XI

MARCH 31, 2020

The Results Are In The UK Consumer Study produced by Bain & Company in partnership with MaritzCX is the first comprehensive annual survey of major UK industries and sub-industries, including Automotive, Travel, Logistics, Utilities, Technology and Media. The data identifies the brands that UK customers consider to.

Study 295

Study Consumers Automotive NPS 295

C3Centricity

MAY 25, 2020

Do you believe that using technology to understand customers is the only way today? In today’s data-rich environment I’m not really suggesting that you actually ignore data nor technology! The latest technology is not going to make up for your lack of thinking! Were you surprised to read the title of this post?

Technology 194

Technology Analysis Data Consumers 194

Up Your Service

MAY 3, 2017

Our previous blog post demonstrated the power of customer voice in an unsolicited book review from a technology industry guru. This post makes the same point, but for the travel and hospitality – one of the most traditional “service” industries on the planet. By David Harrington. The rise of white-glove customer service.

Hospitality 74

Hospitality Travel Industry Brands 74

InMoment XI

JULY 13, 2023

The key is in adapting your perspective to see these adjustments as a fine tuning rather than a complete abandonment of the preexisting travel plan. Firms should harness the benefits of data and technology to improve their services and understand the outcomes they achieve for their customers.”

Consumers 492

Consumers Financial Competitive Advantage Customer Centricity 492

West Monroe

JULY 5, 2023

Research and data show that trust drives sales and solidifies brand loyalty, making it critical for businesses regardless of external factors—but especially so in today’s tumultuous economic environment. Severe weather conditions—and outdated technology. Customer trust is a necessity no business can do without.

Technology 52

Technology Airlines Financial Hospitality 52

TechSee

NOVEMBER 20, 2018

This includes : Labor: Technician wages, un-billable travel time, administration. Vehicle: Fuel, maintenance, insurance, depreciation. Opportunity-cost: Technicians unavailable for revenue-producing activities. Solution: Two New Technology Trends. Better CX at lower cost.

Innovation 153

Innovation Technology Self Service Call Center 153

SurveySensum

APRIL 1, 2024

Trust in a brand is not merely beneficial; it is crucial for a startup’s survival and growth. Research indicates a customer trust directly correlates with brand loyalty. And loyal customers make purchases 90% more often and are inclined to spend more during each transaction, contributing to better cash flow for the brand.

Brands 52

Brands Case Study Social Media Feedback 52

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

Clarivate

DECEMBER 7, 2021

A new report from Clarivate, Luxury brands: Re-calibrating brand strategies for a changing world , looks at how luxury brands – long-standing source of aspiration for consumers – are adapting their brand strategies. When it comes to brand premiumization, there is a lot we can learn from luxury brands.

Brands 95

Brands Fashion Consumers Video 95

QuestionPro Audience

MAY 4, 2018

Unfortunately, nagging myths about market research often stall and crash brands as they navigate shifting times full of digital breakthroughs and sophisticated audiences. What’s more, continuous research can unveil hidden motivations and desires in audiences, which is potentially game-changing for a brand. ONCE IS ENOUGH.

Brands 191

Brands Marketing Social Media Survey 191

GlowTouch

JULY 12, 2021

As the shackles of Covid come off, road trips are again in vogue, with more travelers planning to fuel up and hit the highways. This is one of the year’s fastest-growing technology trends. Brand Specific AI Systems. Branding empowers manufacturers to stay on top of their game. Payment By Vehicle. Easy Auto Buying.

Entertainment 52

Entertainment Trends Technology Travel 52

C3Centricity

APRIL 17, 2019

Some say California is the centre of internet marketing; the San Francisco area for technology and San Diego for marketing. That’s a dangerous thing to do as you may be limiting your brand’s potential. Are you or your brand pretending to be someone (thing) you are not, or to know something you don’t?

Marketing 198

Marketing Technology Customer Centricity Conference 198

AWS Machine Learning

NOVEMBER 26, 2023

Amazon Personalize is excited to announce the new Next Best Action ( aws-next-best-action ) recipe to help you determine the best actions to suggest to your individual users that will enable you to increase brand loyalty and conversion. The following table is an example of a brand showing the same set of actions to all users.

Loyalty 81

Loyalty Brands Loyalty Programs Multi-Channel 81

QuestionPro Audience

FEBRUARY 15, 2018

and they are the fastest growing segment of technology consumers. Whereas millennials consume the trending technology and move on to the next, baby boomers are different. Once they find a brand that appeals to them, they are extremely brand loyal. TRAVEL 84% of boomers book their travel online.

Company 186

Company Travel Comparison Social Media 186

InMoment XI

JANUARY 16, 2024

Specifically, the world’s leading brands have begun using contact center AI to create a more efficient and effective customer service experience. By integrating these advanced technologies, these companies aim to streamline customer interaction, automate routine tasks, and optimize their overall operations. What is Contact Center AI?

Contact Center 260

Contact Center Virtual Agent e-support Chatbots 260

NetBase

MAY 23, 2019

How does social listening impact customer care in one of the most experiential categories – i.e., Travel & Hospitality? The longer consumers must wait for an answer – particularly when things are going wrong, but not only then – the more likely they will find another brand to do business with in the future. Here are some ways!

Travel 56

Travel Customer Care Hotels Touchpoint 56

Michelli Experience

AUGUST 31, 2016

While other brands like Polaroid or Blockbuster have run into a bit of a complacency trap (thinking that what brought them success would also assure them sustainability), Domino’s restlessly agitates their industry by rethinking their product and their delivery platform. If not, I think the pizza giant it worthy of study.

Technology 189

Technology Travel Innovation Study 189

ShepHyken

OCTOBER 11, 2019

Having written prior books about experience strategies at retail brands like Starbucks, I was eager to examine how leaders at the Ritz-Carlton (an iconic hospitality brand) were reconceptualizing their service delivery to meet changing lifestyles and expectations of luxury travelers.

Technology 95

Technology Customer Experience Hospitality Hotels 95

ShepHyken

NOVEMBER 29, 2019

This week we feature an article by Rahul Varshneya whos writes about how technology innovations are continuously improving the customer experience. This Maya Angelou quote fits perfectly when talking about the factors responsible for positive brand customer service. So, what part does technology play in this?

Technology 130

Technology Customer Experience Social Media Multi-Channel 130

InMoment XI

FEBRUARY 15, 2022

During the unpredictable lockdown, retail brands were forced to transform their in-person experiences to digital ones. Additionally, with grocery stores continuing to capitalize on self-checkout experiences and innovations like Amazon Go’s Just Walk Out technology , more customers are expecting the retail industry to follow suit.

Retail 260

Retail Consumers Social Media eBook 260

Optimove

AUGUST 15, 2023

million people in the US will be using QR codes by 2025 – not bad for a technology that’s had more than its fair share of naysayers! If you’re a mobile-first brand, QR code marketing will go a long way to increasing engagement, cultivating loyalty, and driving growth … let’s explore. Long and short?

Brands 52

Brands Marketing Advertising Video 52

ShepHyken

FEBRUARY 9, 2018

This week we feature an article by Kristin Erikson writes shares great customer service training tips and ideas that will help your company build brand advocacy. What is brand advocacy? Customers service training ideas for better brand advocacy. Train your sales team using the right technology.

Customer Service Training 151

Customer Service Training Training Brands Customer Service 151

Bold360

APRIL 27, 2017

Travel and tourism can be difficult areas for retaining customer loyalty, with websites set up exclusively to pit brands against one another on the best deals for hotels and rock-bottom prices on flights. Many businesses in the travel industry have tried out loyalty schemes and reward programs with varied success.

Tourism 56

Tourism Travel Customer Service e-support 56

ViiBE Blog

MAY 13, 2021

Call center technology refers to these different software and hardware tools used to run a call center. Regardless, similar technology is critical to the proper functioning of the call center. Even worse, a bad experience can spread through word of mouth or social media and tarnish your brand image. Call center technology.

Call Center 52

Call Center Technology Virtual Call Center Contact Center 52

Kitewheel

MARCH 4, 2019

Travel and hospitality companies have a difficult job. Enormous budget airline brands and luxury hotel chains alike are seeing increased competition. But even these leading travel brands can do better. Furthermore, travel businesses need to better understand and react in real-time to the needs of their customers.

Travel 40

Travel Hospitality Customer Journeys Examples 40

Russel Lolacher

JUNE 5, 2022

In this episode of Relationships at Work, Russel chats with technology service leader and speaker Brandon Caudle on the pros and cons of communication technology at work. How knowledge transfer and culture can benefit from communication technology. How to introduce inexperienced staff to new technologies. “It’s

Communication 93

Communication Technology Employee Engagement Culture 93

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

JULY 16, 2020

The Brand Move Roundup – July 16, 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 52

Brands Transportation Travel Fashion 52

CX Journey

MARCH 21, 2018

After all, none of that work or technology is free! Be sure to factor in their time, materials, resource, and travel needs and expenses. Be sure to factor the following into your budget: Survey design and associated costs (not technology): these might be allocated under 3. Here's what I've come up with, so far.

Customer Journeys 272

Customer Journeys Travel Consulting Customer Experience Professionals 272

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

Calabrio

OCTOBER 19, 2022

Since the weather postponed travel, our team added a half day to the conference. 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. The answer is clear: build greater brand guardianship.

Connections 147

Connections Contact Center Analytics Travel 147

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. Brands and agencies can now buy ads through a self-service platform.

Brands 52

Brands Self Service Tourism Sports 52

C Space

JUNE 15, 2020

The Brand Move Roundup – June 12, 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.

Brands 52

Brands Travel Social Media Report 52

Michelli Experience

MARCH 23, 2016

Runaway Technology. In the face of these unpredictability drivers (and so many more that I didn’t dare list), our customers are looking for order through brands that offer predictability in products and services. Brands lose value when customers can’t predict the quality of the products and experiences they will receive.

Brands 100

Brands Travel Customer Experience Consumers 100

C Space

MARCH 12, 2020

The Brand Move Roundup. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. In a fast-moving global crisis such as the current coronavirus outbreak, brands have an important role to play. Technology. Chris Nurko. Chief Innovation Officer, C Space.

Brands 52

Brands Airlines Fashion Travel 52

Qualtrics

MAY 29, 2019

The bar is so high right now in the travel industry when it comes to customer experience. But with travel brands also having upped their CX game in the last few years, there’s so little room at the top for brands to differentiate themselves. Make it easy to switch to favored brands. So how do brands stand out?

Travel 31

Travel Hotels Airlines Comparison 31

Michelli Experience

APRIL 18, 2017

So how can both airline industry leaders and the rest of us (passengers) work together to create a more viable travel experience in a challenging industry? Until we are willing to pay for more…it is often difficult for brands to decide which of many customer “wants” they should actually invest in. Such things as….

Airlines 230

Airlines Travel Transportation Customer Centricity 230