Experience Matters

OCTOBER 20, 2015

We published a Temkin Group report, ROI of Customer Experience, 2015. consumers that describes both their experiences with and their loyalty to 293 companies across 20 industries. This model shows that CX has the largest impact on the revenue of hotels ($823 million) and rental cars ($755 million) over three years.

ROI 120

ROI Report Net Promoter Score Customer Experience 120

Experience Matters

JUNE 16, 2015

We just published a Temkin Group report, Economics of Net Promoter, 2015. We asked thousands of consumers to give an NPS to 293 companies across 20 industries, and then we examined the connection between NPS and four key areas of loyalty. Download report for $295. Download report for $295.

Report 120

Report Net Promoter Score Wireless Airlines 120

InMoment XI

JANUARY 16, 2024

Operational Efficiency and Resource Optimization Contact center AI solutions streamline operational workflows by automating repetitive and time-consuming tasks. Analytics and Reporting Features Prioritize AI software that includes robust analytics and reporting tools.

Contact Center 260

Contact Center Virtual Agent e-support Chatbots 260

Currency Alliance

OCTOBER 11, 2018

Countless articles have been written about enhancing the hotel customer experience (CX) with technology. The hotel market is becoming more competitive, with a larger share of wallet being spent on a greater variety of services. Happily, this increased competition does not pose an existential threat to the hotel as a business model.

Hotels 40

Hotels Hospitality Loyalty Travel 40

Think Customers

JULY 20, 2020

Forrester’s 2020 US Customer Experience Index Report captured the early effects of the pandemic. Here are some of the biggest takeaways highlighted from the report, which surveyed more than 97,000 U.S. Hotels: Hampton by Hilton (77.5) customers across 250 brands and 14 industries from January through March.

Report 52

Report Banking Airlines Hotels 52

Alliance by IFS

FEBRUARY 14, 2019

Whether inquiring about your phone bill or checking into your hotel room, you have probably received service through a chat bot by now. Waiting for a live agent to assist you in checking your account balance or check into your flight could be both, frustrating and time consuming. The post [Report] Are Chat Bots the Future of Service?

Chatbots 80

Chatbots Report Contact Center Knowledge Base 80

Currency Alliance

JUNE 1, 2020

This isn’t just a casual observation, but a sign of a widespread consumer trend which every loyalty marketer should be thinking about. Consumers are becoming a lot more deliberate in their pursuit of pleasure – but also a lot more deliberate in other spending categories. One year ago, there might have been 2 people in 50.

Loyalty 72

Loyalty Consumers Marketing Loyalty Programs 72

Alida

OCTOBER 18, 2016

By 2020, Generation Z will account for 40 percent of all consumers in the U.S. The report, The Everything Guide to Generation Z , provides statistics and insight for marketers, customer experience and innovation pros in all major industries. Download the report for more stats and insight on Gen Z. Optimistic and self-assured.

Report 100

Report Travel Fashion Hotels 100

Ann Michaels and Associates

JULY 31, 2018

Think about a hotel you’ve stayed at before and upon returning remembers that you liked a certain type of pillow, a specific newspaper and a corner room. Segment surveyed 1,000+ consumers and found the majority of them were less than impressed by the lack of personalization in their shopping experiences. 46% of U.S. How to Save Face.

Consumers 53

Consumers Retail Hospitality Hotels 53

NetBase

APRIL 24, 2019

Wondering how top Automobile, Beauty, Fashion, High-end, Hotels, Jewelry, eCommerce and Retail luxury brands are faring in this increasingly social media-driven environment? You can see what we discovered in NetBase’s 2019 Luxury Brands Industry Report – but first, a preview with some highlights! So were we! Most Important of All.

Report 40

Report Industry Brands Effort Score 40

ShepHyken

JANUARY 21, 2024

You will love his opening story about what happened in a well-known, name-brand hotel. The 2024 Marigold Global Consumer Trends Index Report provides insights into consumer preferences that drive marketing decisions and explores the influence of brand relationships.

Customer Service 59

Customer Service Self Service Trends Loyalty Programs 59

QuestionPro Audience

MAY 18, 2018

But as a generation that is on the cusp of surpassing baby boomers as the nation’s largest living adult generation , it’s important for brands to take notice of the trends they’re setting as consumers. By embracing technology and innovation, brands can attract this intriguing generation of consumers. .

Travel 186

Travel Airlines Transportation Guidelines 186

ReviewTrackers

JULY 20, 2020

Last month, Harvard Business Review published a report exploring the true quality of online reviews on websites like Yelp, TripAdvisor, Facebook , Google, and Glassdoor. Meanwhile, for consumers, the usefulness of the reviews they read may end up being disproportionate to the amount of trust they put in these reviews.

Hotels 97

Hotels Policies Effort Score Feedback 97

BirdEye

NOVEMBER 8, 2023

eCommerce review sites allow consumers to share feedback and experiences about products, services, and businesses they interact with online. For your business, being listed substantiates your online reputation , influencing consumer trust and purchase decisions. Its reports influence business decisions and customer behaviors.

Ecommerce 58

Ecommerce Travel Hotels Social Media 58

Alida

OCTOBER 20, 2017

Research by Prophet found that 81 percent of consumers are unsatisfied with their health care experience, and the less they interact with the system, the happier they are. Only eight percent of health care organizations consider consumer expectation a high priority and have implemented several consumer-based strategies with some success.

Wireless 170

Wireless Return on Investment Airlines Hospitality 170

ShepHyken

MARCH 2, 2020

CX Is Broken: Five Takeaway’s From NTT Ltd’s 2020 Customer Experience Benchmarking Report by Stan Phelps. That’s one of the main takeaways from NTT Ltd’s Annual 2020 Customer Experience Benchmarking Report. The new guest-centric look of loyalty for hotels by Mitra Sorrells. Forbes) CX in its current form is broken.

Customer Service 105

Customer Service Hospitality Hotels Loyalty 105

Oracle

MARCH 18, 2021

According to a McKinsey report, available seat miles on US airlines were down 71% in April 2020 from the previous year. Hotels worldwide were operating at 29% compared to 2019’s occupancy rates of 72%. Travel loyalty programs matter to consumers, and so do their responses to the pandemic. Travel loyalty reimagined.

Loyalty Programs 62

Loyalty Programs Travel Loyalty Brands 62

Helen Dewdney

APRIL 26, 2020

They are hoping that consumers do not know their legal rights or believe that consumer rights don’t apply in this situation, when they most certainly do! Hotels, that are also often hired for weddings, have, of course, had to cancel events due to COVID-19. Coronavirus and travel – who’s taking advantage?

Hotels 70

Hotels Travel Consumers Airlines 70

BirdEye

NOVEMBER 28, 2023

These high-risk, public-facing sectors often share traits like: Direct consumer impacts: When things go wrong in these sectors, it’s not just a minor setback. High consumer expectations: In these industries, customers don’t just hope for good service; they expect top-notch quality, solid reliability, and trust you can bank on.

Industry 58

Industry Management Healthcare Hospitality 58

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]. Actually, they do.

Banking 40

Banking Loyalty Consumers Loyalty Programs 40

BirdEye

OCTOBER 27, 2021

Nearly four in five ( 79 percent ) consumers say they trust the reviews they read online as much as personal recommendations. Our latest report on the state of online reviews states that, on average, businesses give at least 2 review site options to their customers to write reviews on. Best hotel review sites.

Hotels 98

Hotels Healthcare Travel Automotive 98

Ann Michaels and Associates

JUNE 5, 2020

Large hotel franchises and chains are changing their hotel concepts to reflect a more unique appeal that correlates to the city or town of their hotel location. These changes then compete with smaller, independently owned hotels who are gaining in popularity. The one-of-a kind charm is alluring travelers across the globe.

Hospitality 59

Hospitality Retail Social Media Hotels 59

Beyond Philosophy

OCTOBER 25, 2019

They also reported revenues of over one billion in the second quarter of 2019, although there is no report on the profits. Having worked with and written about the Ritz Carlton Hotel Company, Dr. Michelli knew a bit about the elevated experience of luxury hotels. Consumers, on the other hand, sometimes jump right in.

Hotels 104

Hotels Travel Hospitality Consulting 104

ReviewTrackers

APRIL 7, 2021

After all, reputation is the key to building public and consumer trust. In 2012, Edelman Insights found that financial services and banking was the industry consumers trusted the least — even less than they did the media sector. Bank Reputation Risk Management. Reputation is one of the most valuable assets that a bank can have.

Banking 94

Banking Management Social Media How To 94

Think Customers

JUNE 21, 2021

In a new report, the 2021 US Customer Experience Index , Forrester Research set out to determine how brands did in making abrupt CX changes with very little preparation. Credit card issuers and hotels both saw significant decreases in their industry averages, with most hotels seeing their individual brands’ scores decline.

Brands 52

Brands Hotels Airlines Insurance 52

ReviewTrackers

FEBRUARY 25, 2019

83 percent say TripAdvisor reviews make them feel more confident in their travel decisions, and 96 percent of hotels and hospitality brands worldwide say reviews are influential in generating bookings. Hotels and B&Bs that respond to 65 percent of their reviews receive an average review rating of 4.15, compared to only 3.81

Examples 91

Examples Hotels How To Travel 91

ReviewTrackers

AUGUST 3, 2021

Identify and Corroborate Product Issues Against Sales Reports. Depending on your industry, you should be able to corroborate escalations related to products against your sales reports. A great example can be seen in the management of hotels with various outdoor-dining venues.

Customer Service 123

Customer Service Effort Score Fashion Customers 123

ShepHyken

OCTOBER 11, 2021

(TechRepublic) A Zendesk report found a series of commonalities among companies it calls CX champions. Check out the article and the report and see if your organization aligns with what it takes to be a CX Champion. Are Hotel Loyalty and Rewards Programs Enough to Keep Customers Loyal to the Brand? by Max Starkov.

Customer Service 72

Customer Service Hospitality Rewards Programs Self Service 72

Help Scout

APRIL 27, 2021

Every time I travel to Boston, I stay in the same hotel. 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. In my case, the hotel staff had other things they could be doing besides baking cookies.

Hotels 117

Hotels Customers Return on Investment Loyalty 117

Qualtrics

JANUARY 3, 2020

The XM Institute recently published a new report, The ROI of Customer Experience, 2019. consumers describing both their experiences with and their loyalty to different companies. Meanwhile, only 12% of consumers who gave a company a “very poor” CX rating feel the same. The report also shows that: Small changes count.

ROI 68

ROI Customer Experience Net Promoter Score Effort Score 68

NetBase

NOVEMBER 21, 2018

But what changes can hotel brands expect moving forward, and how can they avoid disruption by innovative competitors? The NetBase 2018 Social Intelligence Report: Hotels has all the insights! As Zacks reports : “The industry looks attractive, owing to rise in occupancy rate and gain in commercial transient demand.

Hospitality 43

Hospitality Industry Hotels Social Media 43

Calabrio

OCTOBER 19, 2022

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. 97% of consumers say their contact center interactions directly impact brand loyalty. How do we continue to meet these rising customer demands?

Connections 147

Connections Contact Center Analytics Travel 147

ShepHyken

SEPTEMBER 3, 2018

Rupesh Patel has hotels and consults with other hotels (large and small), sharing great ideas to improve the bottom line. Forbes) The CGS study, part of its annual Global Consumer Customer Service Report, examined consumer preferences for customer service engagements, specifically chatbot usage. Here’s Why.

Customer Service 79

Customer Service Hospitality Chatbots Hotels 79

Beyond Philosophy

MARCH 31, 2020

I’ve received a number of messages from airlines, hotel chains and travel site CEO’s about all the measures they are taking, the policies they are changing, etc. Which COVID-19 Related Consumer Behavior Shifts Are Here To Stay? Marketers have long known that it is at a time of big changes that customer habits are up for grabs.

Self Service 199

Self Service Airlines Hospitality Travel 199

ReviewTrackers

MARCH 16, 2018

Today, consumers go online to find out what other consumers saying about businesses. Online reviews is one example of social proof, which is a form of validation for customers from other consumers. These findings to the 2018 ReviewTrackers Online Review Survey is proof that online reviews affect consumers’ decisions.

Hotels 85

Hotels Consumers Banking Feedback 85

West Monroe

MAY 8, 2023

Some of those sectors include hotels, restaurants, healthcare, and even the government sector–usually industries where you have to physically show up to work. AI can be used to save time–for instance, think of how much time economists spend researching and writing reports. And really the key is the consumer.

Banking 98

Banking Conference Policies Healthcare 98

Helen Dewdney

APRIL 26, 2020

They are hoping that consumers do not know their legal rights or believe that consumer rights don’t apply in this situation, when they most certainly do! Hotels, that are also often hired for weddings, have, of course, had to cancel events due to COVID-19. Another sector not playing by the rules is wedding venues.

Insurance 70

Insurance Travel Consumers Government 70