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.

Contact Center 260

Contact Center Virtual Agent e-support Chatbots 260

Helen Dewdney

SEPTEMBER 3, 2019

Exceeding customer expectations. That’s what you want to do, make your customers feel positive thoughts about your company and regain trust. The January 2019 UK Customer Satisfaction Index (UKSI) state of customer satisfaction in the UK showed that. In fact, when we stayed the hotel was full.

Customer Expectations 63

Customer Expectations Hotels How To Case Study 63

GetFeedback

JULY 19, 2019

When it comes to customer experience (CX) , I can think of many, many things we all know to be true. . We can all agree customers expect more of us than ever. Research reflects it, too: 76% of consumers expect companies to understand their needs and expectations. 1: map your customer journey.

ROI 309

ROI How To Touchpoint Hotels 309

C3Centricity

OCTOBER 1, 2019

And customer satisfaction is becoming insufficient to drive growth alone. Companies need to deliver more, a lot more! I was recently in the US and as seems to be the norm these days, the hotel in which I stayed asked me to rate their performance afterwards. To think that a Hotel apologises for not exceeding my expectations!

Customer Satisfaction 180

Customer Satisfaction Hotels Marketing Customer Centricity 180

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

C3Centricity

FEBRUARY 20, 2018

I expected to get a better rate with my membership, and especially cheaper than those offered by the booking sites. After all, why pay a booking site when I know the hotel I want to stay in, right? I booked directly by calling the hotel, as I always prefer to do. That should have been the end of this story, but it’s not.

Customer Journeys 195

Customer Journeys Hotels Touchpoint CRM 195

ijgolding

DECEMBER 9, 2014

The most significant event that a company can connect with is the certainty that is a birthday. Some of the emails are from my wonderful friends and family wishing me ‘many happy returns’ However many of the emails are from companies eager to show me how important I am as a customer. Sadly, JD Williams did not.

Hotels 212

Hotels Customer Retention Retail Communication 212

Wired and Dangerous

SEPTEMBER 21, 2020

We were working in Philadelphia and stayed at a chain hotel that did not have the practice of sliding the receipt under your hotel room door the morning you checked out. When we met in the lobby at 5 am to catch the first shuttle to the airport for an early morning flight, neither of us had a hotel receipt. .

Hotels 91

Hotels Course Customers Customer Change 91

ijgolding

SEPTEMBER 13, 2016

A hotel true to its word. We stayed in an independent hotel called Hotel Tres Reyes (the three kings). We had absolutely no idea what to expect from this hotel – but what we received was absolutely perfect. If you ever happen to be in Pamplona, I cannot recommend this hotel enough.

Hotels 120

Hotels Customer Experience Conference Customers 120

ShepHyken

SEPTEMBER 5, 2022

4 Ways Digital Evolution Has Changed Customers’ Ideas About Patience by Scott Clark. 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.

Net Promoter Score 67

Net Promoter Score Customer Service Hospitality Hotels 67

ShepHyken

SEPTEMBER 15, 2021

How would – or should – your employees act toward the customer and each other? What would your company or business look like if it were that good? . My customers would never have to wait on hold. . I would only hire the best people and train them to take care of our customers. . What would you do differently?

Hotels 167

Hotels Customer Service Training Retail Financial 167

Beyond Philosophy

JULY 13, 2021

When they called the vendor about the issues, the trampoline vendor was not as responsive as they had hoped since the installation was the third-party company’s responsibility. This trampoline story is a classic example of what can go wrong when you outsource part of your Customer Experience.

Customer Experience 167

Customer Experience Call Center Customer Journeys Hotels 167

Vonage

JULY 7, 2017

However, this old saw isn’t as true as it used to be, in many industries, and in many customers’ expectations. Great companies from FedEx to Amazon to Mod Pizza have convinced customers that speed is often synonymous with quality, rather than the enemy of it. It calls this concept “Taj-ness.”

Trends 177

Trends Consumers Customer Experience Hotels 177

Help Scout

APRIL 27, 2021

Every time I travel to Boston, I stay in the same hotel. It’s not fancy and the location isn’t great, but they know how to wow a customer. Hotels are a dime a dozen. I could probably find a cheaper hotel within a five-minute walk from the one I always stay in, so it’s not about price or convenience. It blew me away.

Hotels 117

Hotels Customers Return on Investment Loyalty 117

Beyond Philosophy

AUGUST 12, 2021

That means the add-on experience of the service could change the customers’ impression of your organization and the related Halo Effect. For example, I tried a hotel’s shuttle service after an overseas flight. Everything you provide customers has to be consistent in everything that you’re doing.

Hotels 88

Hotels Sports Examples Brands 88

Currency Alliance

JANUARY 18, 2021

It’s time for hotel operators to re-evaluate how well their ace in the hole – their loyalty program – is enabling every function of their business to deliver more value. Ask any traveler checking into a hotel after an exhausting business meeting, a white-knuckle flight, or a surprise marriage proposal. A bed is not just a bed.

Hospitality 52

Hospitality Loyalty Industry Hotels 52

Vonage

JUNE 7, 2018

Whether or not customer service has been improving in your particular industry, it has improved over time at enough companies with broad consumer reach that customers have begun to expect better and better customer service across the board—in every industry, every niche, every price point.

Omni-Channel 120

Omni-Channel Self Service Multi-Channel How To 120

ijgolding

JUNE 15, 2015

The video served as an extremely powerful lesson of the damage that FAILURE to deliver the experiences that customers EXPECT from a brand can do. For over 100 years, the hotel has been pampering the rich and famous. Those numbers would have been HUGE if the video was still accessible today.

Hotels 120

Hotels Brands Video Entertainment 120

Wired and Dangerous

AUGUST 10, 2020

After a truck driver was not 100% satisfied about fifty times, the company instituted a limitation that essentially said if you register dissatisfaction three times; perhaps another hotel might be better suited to your needs. GUARANTEED.” Are there a few guardrails? So, here is our question.

Customer Service 184

Customer Service Hotels Course Customers 184

Michelli Experience

NOVEMBER 14, 2017

I am delighted to have known Ed for years and am honored (beyond words) that he listed me as a member of his trusted personal board of directors in a recent article for Hotels Magazine. This week Ed Mady is being recognized as Hotelier of the World by Hotels Magazine at an awards ceremony at The Lotte New York Palace. Michelli, Ph.D.

Brands 113

Brands Hotels Leadership Guest Experience 113

ShepHyken

MARCH 2, 2020

The new guest-centric look of loyalty for hotels by Mitra Sorrells. My Comment: Just because this article focuses on loyalty in the hospitality (hotel) industry, doesn’t mean you shouldn’t read it. Most companies are concerned about the rising cost of acquisition – not just hotels. Lots to learn here.

Customer Service 105

Customer Service Hospitality Hotels Loyalty 105

Beyond Philosophy

JULY 3, 2021

To customers, it’s all one experience and any problems that happen along the way, whether they were under your control or not, reflect upon your brand. We also explore the pros and cons of outsourcing part of your Customer Experience.

Customer Experience 109

Customer Experience Hotels Consulting Call Center 109

Kustomer

JUNE 1, 2023

In this blog, we explore: The importance of using personalization in customer service How to create data-driven personalization The benefits of data-driven personal customer service Personal customer service examples Why Is It Important to Use Personalization in Customer Service?

Data 78

Data Customer Service CRM Customer Service Strategies 78

PeopleMetrics

JUNE 29, 2020

Given the changes in customer expectations across all industries brought about by COVID-19, it is now essential that you rethink your VoC program with a “beginners mind.”. I am talking about hotels, restaurants, private clubs, retail stores, field service organizations that visit homes, etc. Yes, before NPS.

CEM 121

CEM NPS Hotels Survey 121

Interactions

MAY 20, 2021

Hotels, airlines, and tourist destinations are currently preparing for this resurgence– without actually knowing the volume that it will bring. . Or should hotels and airlines continue to be cautious? This results in faster, more direct, and productive conversations between agents and customers. .

Hospitality 62

Hospitality Travel Brands Self Service 62

ShepHyken

OCTOBER 11, 2021

4 Ways to Level Up Your Customer Service in 2021 by Reuben Yonatan. Fast Company) Providing exceptional customer service is a tried and tested way for brands to stand out and succeed. Here are the four best ways to make sure your customer service is top-notch in 2021. My Comment: Is customer service getting better?

Customer Service 71

Customer Service Hospitality Rewards Programs Self Service 71

Beyond Philosophy

JUNE 7, 2016

This week, Bob Thompson’s informative, timely blog on strategies companies can use to make customer experience a competitive advantage – and how most neither measure experience nor compete on it – puts me in mind of a line of discussion around customer experience lagniappe. It is time for value-unique. Lagniappe works.

Brands 60

Brands Company Customer Experience Banking 60

Vonage

MARCH 26, 2018

Last year, Amazon announced that it employs 45,000 robots across 20 fulfillment centers; Yobot the robot ensures customers enjoy conversation-free service at Yotel’s pod hotel in New York; and "chatbots" continue to help businesses deliver everything from online banking to checking in for flights.

Interaction 159

Interaction Self Service Poor Customer Service Hotels 159

ReviewTrackers

FEBRUARY 21, 2018

They wrote, “While these gains may seem modest, TripAdvisor rounds average ratings to the nearest half star: A hotel with a rating of 4.26 while a hotel with 4.24 Approximately one-third of the hotels we studied increased their rounded ratings by half a star or more within six months of their first management response.”.

Study 78

Study Hotels Feedback Financial 78

ShepHyken

AUGUST 1, 2022

Customer Service Teams Are a Brand’s Best Ambassadors by Patti Crume. SmartBrief) Frontline service employees are often a consumer’s first human interaction with a company. These people are the brand ambassadors who get customers to buy more and say, “ I’ll be back.”. Want to “deliver delight” to your customers?

Customer Service 69

Customer Service B2C B2B Guest Experience 69

Comm100

AUGUST 23, 2018

It’s 2018, and customer expectations are changing faster than ever. Companies that couldn’t deliver are now either history or relics that remind us of another time – think the last Blockbuster. In other words, why invest in chasing after customer expectations when you could be shaping those expectations yourself?

Exceptional Customer Service 100

Exceptional Customer Service Customer Service Chatbots Hotels 100

SurveySparrow

JUNE 21, 2023

.” – Bill Gates Bill Gates, the co-founder of Microsoft, emphasizes the significance of learning from dissatisfied customers. Hence, their feedback provides valuable insights into areas that need improvement, helping businesses enhance their customer experience.

Customer Experience 52

Customer Experience e-support Touchpoint Loyalty 52

BirdEye

NOVEMBER 8, 2023

4 business-centric eCommerce review sites you can’t miss Business review sites are one branch of eCommerce review sites where users can share their experiences and feedback about various businesses, including their products, services, and customer service. If you’re wondering, ‘Where can I leave a review for a company that is B2B?’

Ecommerce 58

Ecommerce Travel Hotels Social Media 58

ClearAction

DECEMBER 30, 2017

As technology and options expand, customers’ expectations for higher value are always rising. Companies that use creativity to understand, anticipate, and exceed customer expectations are the companies that grow, keep jobs, and thrive. Creativity is essential in our highly competitive business environment.

Customer Experience 61

Customer Experience Self Service Airlines Hotels 61

ReviewTrackers

JULY 27, 2017

The point is, having a continuous stream of data is important for every component of healthcare, especially when it comes to the customer experience. The insurance industry must rethink the customer experience, and technology is changing the way insurance companies can provide that experience.

Customer Journeys 50

Customer Journeys Insurance Healthcare Hotels 50

Thematic

DECEMBER 9, 2019

We’ll also review what traditional companies can learn from tech companies when it comes to digital strategy and disrupting themselves. The one resource that all companies (both tech and non-tech) already have is customer feedback. Digital transformation blurs the line between tech and non-tech companies.

Feedback 126

Feedback Travel Voice of Customer Hospitality 126

PeopleMetrics

JANUARY 24, 2022

As we enter our 22 nd year at PeopleMetrics, I thought it was time for an update on where we are, where we are going as a company and my perspective on the CX industry. These trends have created what I believe is the next frontier in CX – high-impact customer experience. That 20% consist of high-impact customers.

Trends 90

Trends Self Service B2B Roadmap 90