InMoment XI

MAY 14, 2022

This connection between consumer and brand is much deeper and more meaningful than a singular experience; therefore, it has a greater potential impact on long-term loyalty, advocacy, and value. And that’s where true brand loyalty is born. Step #4: Create a Congruent Culture. A Few Examples from Best-In-Class Brands.

Brands 493

Brands Loyalty Retail Competitive Advantage 493

Michel Falcon Experience

MARCH 17, 2023

Michel Falcon: Welcome to the People-First Culture Podcast with me, Michel Falcon, where I share lessons I’ve learned, and those of others, on how to build a more purposeful business and career. Thank you for joining me on this episode of the People-First Culture Podcast. Hey, everyone. If you are new to the podcast, welcome.

Hospitality 60

Hospitality Customer Experience Banking Sports 60

CX Accelerator

MAY 28, 2019

Gallup also proclaims the power of strong peer-to-peer relationships when it comes to employee loyalty. So how does one develop a team culture such as this? Nurses in many hospitals have the ability to initiate a “ code lavender.” These are but a few ways to develop a culture of caring. This is wonderful and important.

Culture 140

Culture Contact Center Customer Journeys Groups 140

BlueOcean

JUNE 26, 2018

When it comes to customer experience, there’s a lot of cross-over between the hospitality industry and the contact center industry. Paul has earned acclaim for his exceptional management skills in the hospitality field – particularly his ability to generate loyalty with both staff and guests. Empathy is key.

Customer Service 353

Customer Service Hospitality Contact Center Hotels 353

ECXO

APRIL 13, 2023

Navigating the Complexities of Customer Experience Across European Cultures Article source here : CX maturity models in Europe vary from country to country. Each country has its own distinct culture, traditions, and norms, which can make it difficult to establish a unified customer experience mindset. How does CX maturity stack up?

Culture 52

Culture Customer Experience B2B B2C 52

TechSee

MARCH 7, 2023

Colleen Beers, Chief Administrative Officer, Alorica – Colleen is leading a culture that celebrates rich diversity and is intent on driving excellence. She is also an experienced National Account Manager with a demonstrated history of working in the hospitality industry.

Contact Center 207

Contact Center Leadership Hospitality Chief Customer Officer 207

Magellan Solutions

JANUARY 19, 2024

Why is a 24-hour front desk hotel essential in modern hospitality? The front desk is the heart of a hotel, managing guest experiences and providing 24/7 hospitality. Ready to know the secret to gracious hospitality? We possess extensive hospitality knowledge and can streamline your processes.

Hotels 52

Hotels Hospitality Guest Experience Travel 52

Up Your Service

MAY 3, 2017

This post makes the same point, but for the travel and hospitality – one of the most traditional “service” industries on the planet. Read on… Customer loyalty is a powerful marketing force that travel and hospitality businesses are always chasing. Turning loyalty members into evangelists.

Hospitality 74

Hospitality Travel Industry Brands 74

North Highland

SEPTEMBER 3, 2019

Sponsorships have long been a key tactic in the marketing toolbox for hospitality companies. At major conferences, pop culture conventions and sporting events, a well-executed sponsorship can place a business in front of an audience numbering in the hundreds of thousands. The days of branded marquees and simple swag bags are gone.

Hospitality 61

Hospitality Industry Sports ROI 61

InMoment XI

MARCH 4, 2024

While some may think the Likert scale is only used in academic research, it is a cornerstone of survey strategies across various industries such as travel & hospitality, automotive, and financial services. For example, they can be used to gauge satisfaction with customer service or perceptions of organizational culture.

Comparison 260

Comparison Net Promoter Score Analysis Effort Score 260

ShepHyken

DECEMBER 5, 2022

The Top 5 Guest Loyalty Trends and Predictions to Watch for 2023 by Ellis Connolly. Hospitality Net) We are officially on the eve of a new year, already moving through the holiday season at the signature blink-and-you-might-miss-it pace that is seemingly synonymous with this time of year. Here are my top five picks from last week.

Customer Service 70

Customer Service Hospitality e-support eBook 70

ShepHyken

OCTOBER 11, 2021

Are Hotel Loyalty and Rewards Programs Enough to Keep Customers Loyal to the Brand? Hospitality Net) The best demonstration of brand loyalty in hospitality and travel, in general, is the share of repeat business. We can learn so much from the hospitality industry. It’s baked into the culture. by Max Starkov.

Customer Service 73

Customer Service Hospitality Rewards Programs Self Service 73

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. Hospitality, we can say, is a pretty ‘old’ industry. Those points above inspire me to infuse the customer-first culture into my startup. Shep Hyken.

Hospitality 48

Hospitality Industry Hotels Customer Service 48

Horizon CX

DECEMBER 1, 2023

By tailoring its services to meet and exceed customer expectations, Amazon has secured customer loyalty, driving market share growth, and enhancing its overall strategic position. Strategic Milestone: Apple’s success in customer experience contributes to its strategic milestone of brand loyalty.

Customer Centricity 130

Customer Centricity Customer Journeys Automotive Fashion 130

Micah Solomon

OCTOBER 25, 2018

The author, Micah Solomon, is an author, consultant, influencer, keynote speaker, and trainer in customer service, customer experience, customer service culture, and hospitality. There are two challenges in making this inclination toward loyalty work out, however. [Originally published in Forbes.com. email, chat, web).

Loyalty 56

Loyalty Hospitality Consulting Poor Customer Service 56

ShepHyken

AUGUST 2, 2021

Forbes) Customer experience encompasses far more than your products, customer service, technologies, processes, and culture. What Does Customer Loyalty Mean For Your Business? Customer loyalty, on the other hand, is the attitude that ensures your brand’s “stickiness” and keeps customers staunch over time.

Customer Service 93

Customer Service Hospitality Ecommerce Tips 93

Micah Solomon

OCTOBER 9, 2018

The author, Micah Solomon, is an author, consultant, influencer, keynote speaker, and trainer in customer service, customer experience, customer service culture, and hospitality. When you become good at customer service recovery, your company will experience a wonderful bonus in terms of customer engagement and loyalty.

Customer Experience 264

Customer Experience Self Service Customer Service Hospitality 264

Bill Quiseng

MARCH 15, 2022

As I was writing my latest book, Built to Win , I wanted to be sure to incorporate the notion that it’s important to design a customer-centric culture because there are clear outcomes to doing so. Culture (and certainly not one that puts the customer at the center of the business) isn’t just fluff. It’s tangible. It’s measurable.

Culture 103

Culture Customer Centricity Competitive Advantage Hospitality 103

LiveChat

AUGUST 25, 2017

Here’s what we can learn about customer experience culture from this story. A great lesson about customer experience culture. This example shows what people love about the customer experience culture: the genuine interest in their well-being. Great apartment and awful customer experience. And what are your thoughts about it?

Hotels 104

Hotels Travel Culture Industry 104

ECXO

MARCH 21, 2023

Journey Map Your way to Customer Experience Maturity in Just 8 Steps + 12 with CX and EX Customer experience culture is a set of values, beliefs, and behaviors that a company adopts in order to create a customer-centric culture. Based on the company ‘’mindset’’ and approach. In the end, everything is connected.

B2B 98

B2B Customer Experience Roadmap Culture 98

Micah Solomon

OCTOBER 17, 2018

The author, Micah Solomon, is an author, consultant, influencer, keynote speaker, and trainer in customer service, customer experience, customer service culture, and hospitality. ”The number one reason guests cite for wanting to return” is recognition, says New York-based legend of hospitality Danny Meyer.

Customer Engagement 53

Customer Engagement Loyalty Customer Service Engagement 53

Currency Alliance

DECEMBER 17, 2019

This is the blog version of our Loyalty Strategy Guide 2020. For a more engaging read, click here to Currency Alliance Loyalty Strategy Guide 2020. There was a mix of good and bad, for loyalty in 2019. The widespread devaluation of loyalty currencies during the past few years brings this into sharp focus.

Loyalty 64

Loyalty Strategy Loyalty Programs Travel 64

Customer Bliss

OCTOBER 11, 2016

Mark Weinstein is the Senior Vice President of Customer Engagement, Loyalty and Partnerships for Hilton Worldwide. Mark leads Hilton’s customer strategy as SVP and global head of loyalty & partnerships. Power-winning guest loyalty program. Episode Overview. Mark was a great guest in that regard. About Mark.

Chief Customer Officer 0

Chief Customer Officer Hospitality Industry Travel 0

ECXO

JUNE 11, 2023

Think about demographics, culture adaptation, their values, decision-making, goals and priorities, preferences, and pain points. It’s the foundation for building brand loyalty, adoption and providing customers with an unforgettable, consistent experience. This has again resulted in improved customer satisfaction and increased loyalty.

B2B 128

B2B B2C Touchpoint Customer Journeys 128

Currency Alliance

JUNE 16, 2020

For most of the last decade, loyalty marketing seemed to be on autopilot for many brands – but the tide is turning. Many of the entrants to this years’ Loyalty Magazine Awards were as adept with data and technology as marketers in many other disciplines. Vodafone built Voxi as a novel telco proposition around just that culture.

Loyalty 52

Loyalty Innovation Travel Loyalty Programs 52

ShepHyken

JUNE 6, 2022

They could grow 10x faster, however, their obsession with their operational excellence, customer experience, and internal culture will not allow them to compromise any of those for more units and higher sales. Fred Auzenne- 14 Steps to Creating a Customer Loyalty Program That Works by Anna Duke. I love his articles.

Customer Service 67

Customer Service Loyalty Programs Hotels Loyalty 67

ECXO

MAY 29, 2024

This close alignment helps in not only meeting but exceeding customer expectations, fostering loyalty and driving long-term success. Fostering a Culture of Continuous Improvement: Lastly, cross-functional teams embody and promote a culture of continuous improvement.

Innovation 52

Innovation Culture e-support Feedback 52

Kayako

APRIL 15, 2019

He is also the creator of The Customer Focus , a customer service training program which helps clients develop a customer service culture and loyalty mindset. It’s the hospitality mind-set that they come up with that makes them ideal candidates for the position. Leadership has to decide what they want as a company culture.

Customer Experience 169

Customer Experience Self Service Hospitality Customer Journeys 169

BlueOcean

MARCH 30, 2018

Michael’s Hospital in Toronto, Ontario, we discussed how securing long-term partnerships with service suppliers like outsourced contact centers can impact your overall business objectives. Cultural Alignment. Blue Ocean: How much of a factor is the alignment of cultures in your decision-making process for professional services?

Contact Center 184

Contact Center Customer Journeys Hospitality Culture 184

Customer Guru

AUGUST 21, 2018

He has been successful in showing businesses, teams and communities how to create a Disney-like experience and culture. He is a leading contributor to Tourism, Hospitality and Service Industries alike. He specializes in customer experience strategies, customer service engagement, and loyalty. Kate Leggett Follow @kateleggett.

Customer Experience 115

Customer Experience Customer Journeys Consulting Customer Experience Professionals 115

Currency Alliance

SEPTEMBER 17, 2019

In this new content series, we show what a world-beating loyalty program would look like in four different sectors, and discuss the brands currently showing the potential to build that ‘world-beating’ program. First up: the travel & hospitality sector. are now ripe for inclusion in loyalty coalitions.

Loyalty Programs 40

Loyalty Programs Travel Loyalty Airlines 40

InMoment XI

APRIL 3, 2024

For example, if you are prioritizing customer retention, you may focus on metrics such as customer lifetime value, repeat purchase rate, and Net Promoter Score (NPS) to gauge the effectiveness of your digital interactions in fostering long-term loyalty and advocacy. The guest visits the hotel’s mobile website or app to book a room.

Customer Expectations 260

Customer Expectations Meeting Customer Experience Touchpoint 260

Magellan Solutions

JULY 15, 2021

The Philippines is a unique country that has a perfect balance of East & West cultures. . The success that the Philippines is experiencing in the BPO industry owes so much to their cultural ties with the West. An obvious difference is the unequal amount of exchanges both cultures offer. Another difference is independence. .

Call Center 52

Call Center Hospitality Contact Center Culture 52

Storyminers

JULY 6, 2020

She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. Jeff helps clients develop customer-focused cultures. Frank Eliason. Frank Eliason is an American corporate executive and author.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Blake Morgan

JANUARY 20, 2022

These 30 top blogs cover a wide variety of CX-related topics, from creating a customer-centric culture to refining the contact center or delivering personalized experiences. With more than 30 years of experience in all areas of CX, Annette uses her blog, CX Journey, to help transform business culture to become customer-centric.

Case Study 96

Case Study Customer Journeys Competitive Advantage Customer Centricity 96

ShepHyken

APRIL 25, 2017

Scott Moorehead on How Your Company Can Do Better with a Culture of Good. Shep interviews Scott Moorehead, co-author of Build A Culture of Good: Unleash Results by Letting Your Employees Bring Their Soul to Work , who discovered that it is possible, as he went through a process that reignited passion and loyalty in his employees.

Culture 101

Culture Hospitality Policies Company 101

ShepHyken

NOVEMBER 8, 2021

The key to building customer loyalty, they claimed, was to simply make it effortless for people to do business with you. My Comment: It’s time for a little culture mixed in with some customer experience education, and these lessons come from the master painter, Vincent Van Gogh. by Bob Phibbs. What would Van Gogh recommend?

Customer Service 91

Customer Service Retail Interaction Hospitality 91