OpinionLab

MARCH 8, 2016

Empowering your consumers is the key to improved customer experience. If you look at the truly successful companies, the ones that emerge are the ones that concentrate on enabling their customers to engage with them – so that they can partner with them to build their brand. So how do you find out what your customers want?

Consumers 96

Consumers Advertising Banking Survey 96

ShepHyken

MARCH 10, 2024

If I had to sum these up in one word, I would say these fall under the category of “friendly,” which, according to our customer service and CX research , is a top reason customers will say, “I’ll be back!” 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

ShepHyken

SEPTEMBER 5, 2022

My Comment: Customers don’t want to wait on hold, they demand instant access to customer support, and they have little patience for poor experiences. 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.

Net Promoter Score 67

Net Promoter Score Customer Service Hospitality Hotels 67

Currency Alliance

JUNE 11, 2019

A 2018 Collinson study reported that 66% of financial services professionals say their bank “does not understand why customers are loyal or have a strategy to strengthen customer relationships”[i]. In 2000, UK consumer bank Halifax launched a fairly successful marketing slogan: the people that give you extra [iv]. Extra what?

Banking 40

Banking Loyalty Consumers Loyalty Programs 40

CSM Magazine

FEBRUARY 1, 2024

Customer service is a broad term that covers a large number of tasks. It may include everything from answering phones at a hotel to providing social media support for a large corporation. Where Customer Service Matters Customer service skills can make or break companies in some industries.

Net Promoter Score 52

Net Promoter Score How To Social Media Self Service 52

ReviewTrackers

JUNE 27, 2019

Entitled “Hotel Performance Impact of Socially Engaging with Consumers” and authored by Chris Anderson and Saram Han of the Cornell University School of Hotel Administration, the study analyzed review data on TripAdvisor and examined the effects of reviews and review responses on reputation and revenue.

Management 85

Management Hospitality Hotels Net Promoter Score 85

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. Few of you solve your customer’s entire problem with your solution alone.

Loyalty 98

Loyalty Marketing Loyalty Programs Banking 98

Gravy Analytics

AUGUST 19, 2019

Anonymous mobile location signals, when cleansed, aggregated, and enriched, give marketers new insight into consumer behavior. This data can be used to improve ad CTRs and ROI, for competitive intelligence, and to improve the customer experience. What are Visitations? How could location intelligence help you and your business?

Hotels 71

Hotels Travel ROI Consulting 71

ReviewTrackers

NOVEMBER 10, 2017

According to research , 9 out of 10 consumers believe that reviews are more important than any type of information provided by a salesperson; if a company’s reviews are negative, 4 in 5 will reverse their purchase decisions and take their money elsewhere. But this doesn’t stop consumers from assessing businesses based on rating scores.

Consumers 100

Consumers Hotels Study Brands 100

TechSee

OCTOBER 23, 2018

Thanks for calling our Hotel. Personalization as a driver in customer service. consumers abandoned a brand due to lack of personalization and trust. AI has the power to achieve mass personalization by harnessing huge amounts of data from multiple data sources and uncovering patterns in customer behavior.

Tools 157

Tools Customer Service Chatbots How To 157

Currency Alliance

APRIL 15, 2024

Today, brands in many industries, from ecommerce or direct-to-consumer brands, to CPGs, to publishers and more, are now investing more heavily in loyalty. But the truth is that consumers simply don’t need or want a different loyalty currency for every brand they shop. This is in the best interests of both consumers and brands.

Loyalty Programs 52

Loyalty Programs Loyalty Airlines Banking 52

Retently

AUGUST 15, 2018

There are plenty of numerous examples of excellent customer service being provided by top companies. 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.

Examples 96

Examples Customer Service Social Media Exceptional Customer Service 96

Experience Investigators by 360Connext

APRIL 23, 2015

I was thrilled to have the opportunity to interview Amy Jackson, Senior Director of Brand Strategy and Consumer Marketing for TripIt from Concur while I was at the South By Southwest Interactive festival in Austin, Texas back in March. 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience.

Social Media 110

Social Media Travel Rewards Programs Innovation 110

Michelli Experience

MAY 25, 2016

Accenture recently released a study of 24,489 customers in 33 countries and across 11 industries. consumers prefer dealing with human beings. As for robots replacing human beings, imagine a very human-like computer functioning as a front-desk clerk at a high-end hotel. According to that research: 83% of U.S.

Technology 113

Technology Travel Hotels Study 113

ReviewTrackers

JUNE 7, 2017

This type of experience was unique and part of a new type of consumer culture. Today, customers still want an experience that exceeds their expectations, but the experience itself has transformed to become more complicated and complex than ever before. Customers’ high expectations about their experiences are good for companies.

Customer Experience 79

Customer Experience Customer Journeys Marketing How To 79

Comm100

DECEMBER 8, 2020

Maintaining high standards of customer satisfaction is paramount. 69% of consumers shop more with retailers that offer consistently positive online and offline customer service. Yes, tending to customers the right way can be difficult and take up a lot of resources. It can make or break a business.

Chatbots 134

Chatbots Customer Satisfaction Customer Service Representative Social Media 134

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

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

CSM Magazine

NOVEMBER 5, 2021

After all, when people speak of mobile, regular consumers come into mind first. Mobile increases engagement and profits. Mobile platforms improve customer engagement tremendously. Most have features and functionalities that can make it easier for companies to reach out to their customers and target audience.

Marketing 52

Marketing Social Media B2B Telecommunications 52

Currency Alliance

MARCH 28, 2023

This is to increase participation among those less frequent customers who are never going to get to a free flight, hotel stay, or iPad. Over time, loyalty currencies became more liquid, as brands in more categories sought to engage more customers with increasingly more creative promotions.

Loyalty Programs 52

Loyalty Programs Loyalty Hotels Airlines 52

BirdEye

DECEMBER 16, 2022

Plus, consumer behavior has changed drastically in recent years, and more and more people trust online reviews and are relying on them when making purchase decisions. Google is the world’s leading business review site – and according to studies, 93% of customers read online reviews before buying a product or service.

Multi-Channel 98

Multi-Channel Policies Study Hotels 98

Avaya

MARCH 13, 2017

The statistics make it clear: consumers’ expectations for services are climbing year over year. Almost two-thirds have stopped doing business with a brand due to a poor service experience, and the majority consider customer service a vital part of brand loyalty. How can hotels competitively differentiate their front offices?

Hospitality 56

Hospitality Innovation Hotels Guest Experience 56

Eptica

OCTOBER 30, 2015

Its survey found that consumers rated the public transport (including train operators), utility, insurance and broadband sectors, as worst for customer experience and service. Consumer expectations are always rising , and they will judge every sector against the best. These findings provide an important lesson.

Customer Experience 48

Customer Experience Transportation Insurance Hotels 48

Kitewheel

MARCH 4, 2019

Enormous budget airline brands and luxury hotel chains alike are seeing increased competition. Forbes reported that Airlines have never risen above the bottom 20% of industries in terms of customer satisfaction ratings, even as J.D. To accomplish this, they need to better manage their customer journeys.

Travel 40

Travel Hospitality Customer Journeys Examples 40

Think Customers

JULY 20, 2020

Hotels: Hampton by Hilton (77.5) Hotels and multichannel banks also had several brands move into the ‘Good’ category some of which were: Courtyard by Marriott, Holiday Inn Express, Chase, and U.S. When consumer spending resumes, brands with experiences that engender customer loyalty will benefit the most.”.

Report 52

Report Banking Airlines Hotels 52

ProProfs Chat

FEBRUARY 13, 2020

Mobile Customer Loyalty. Customer Loyalty Brands. Customer Service Loyalty. Retail Customer Loyalty. Customer Loyalty & Retention. Customer Loyalty & Experience. Customer Engagement & Loyalty. What Loyal Consumers Want. Future of Customer Loyalty.

Loyalty 109

Loyalty Loyalty Programs Social Media Retail 109

Think Customers

MAY 10, 2016

These days, it seems as if all customers have heightened expectations for receiving consistent customer experiences. I recently had a chance to discuss some of the components of delivering a luxury customer experience with Ana M. Brant while attending the MaritzCX CXFusion 2016 conference in Las Vegas last month.

Customer Experience 40

Customer Experience Hotels Guest Experience Conference 40

InMoment XI

APRIL 3, 2024

And for as long as there have been customers, businesses have had to prioritize creating a positive customer experience. The customer experience—how buyers feel about their collective interactions with a brand—defines and motivates customer action. It sets the tone for the entire company/consumer relationship.

Customer Expectations 260

Customer Expectations Meeting Customer Experience Touchpoint 260

Avaya

JANUARY 16, 2018

This provides a tremendous capability beyond what we had even on our mobile devices, and it indicates something very important to watchful businesses: technology becomes real when it gets in the hands of the consumer. The bottom line: Companies will need to begin the digital experience in the expected ways consumers dictate.

Customer Journeys 72

Customer Journeys Contact Center Consumers Financial 72

Martin Hill-Wilson

OCTOBER 6, 2015

I’ve just had the pleasure of chairing a customer engagement conference. Both spoke eloquently about the use of emotion in customer experience design. Atom wants enough of that predictive insight to feel telepathic to its customers. Hotels are well advanced in their use of scents to influence our mood.

Omni-Channel 40

Omni-Channel Hotels Banking Insurance 40

Eptica

AUGUST 19, 2015

Author: Derek Lewis Recent Forrester research pointed out the importance of understanding customer emotion and creating empathy with consumers if brands are going to deliver a successful customer experience. This was backed up by Eptica ’s study ‘ The Power of Linguistics: Consumers vs. Agents: Can the Gap be closed?

Self Service 48

Self Service Customer Service Wireless Contact Center 48

Experience Investigators by 360Connext

FEBRUARY 12, 2015

I plug in my flight, hotel and other trip information, and TripIt helps me by sending me reminders and alerting me to issues. There are real and unique challenges with tracking the customer journey for SaaS organizations. 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience.

Customer Journeys 110

Customer Journeys Software Consulting Hotels 110

delighted

JANUARY 28, 2020

They typically involve long and complex surveys sent to nearly all of their customers, past or current, in one large blast. Administering feedback programs in this manner is time consuming and complex. In the case of consumables, like food, that point would be soon after delivery. NPS survey timing for B2B and SaaS brands.

NPS 43

NPS Survey Ecommerce Hotels 43

TechSee

SEPTEMBER 26, 2018

In customer engagement, it will help the visual chatbot see the problem, as a virtual assistant. At the early stage, the chatbot receives text-based inputs from the customer, interprets the input and retrieves a relevant visual from a knowledge base or a search engine. The implications of this for business owners is immense.

Chatbots 107

Chatbots e-support Fashion Hotels 107

Comm100

NOVEMBER 8, 2017

When 67% of consumers turn to social media for customer service support, and 87% of customers indicate that these interactions positively impact their buying decisions, integrating social media into your customer service support strategy becomes a no-brainer. We hope you enjoy these spa sounds at home.

Social Media 121

Social Media Customer Service Marketing eBook 121

Michelli Experience

JUNE 19, 2018

I abbreviate this further to: Customer Love Means Helping Customers Achieve Success. The beauty of this definition is that it applies equally to companies that serve other businesses (B2B) as well as those that serve consumers (B2C). Abundance or Shortage. Loving businesses operate from the perspective of abundance.

B2C 113

B2C Comparison Hotels B2B 113