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. The rise of white-glove customer service.

Hospitality 74

Hospitality Travel Industry Brands 74

ShepHyken

MARCH 28, 2022

Each week I read many customer service and customer experience articles from various resources. Research: How Employee Experience Impacts Your Bottom Line by Kate Gautier, Tiffani Bova, Kexin Chen, and Lalith Munasinghe. Customer Obsession: Being Real, Sensitive, and Personal is a Requirement Now by Sharel Omer.

Loyalty Programs 64

Loyalty Programs Customer Service Hotels Entertainment 64

Currency Alliance

OCTOBER 11, 2018

Countless articles have been written about enhancing the hotel customer experience (CX) with technology. On the contrary, the hotel remains a highly valued experience offering. By owning this more complete customer journey, the hotel has the opportunity to deliver better experiences and to earn greater guest loyalty.

Hotels 40

Hotels Hospitality Loyalty Travel 40

Kitewheel

MARCH 4, 2019

Travel and hospitality companies have a difficult job. Top-rated airlines like JetBlue have managed to combine reasonable prices with quality service and experience. Forbes reported that Airlines have never risen above the bottom 20% of industries in terms of customer satisfaction ratings, even as J.D.

Travel 40

Travel Hospitality Customer Journeys Examples 40

ShepHyken

DECEMBER 28, 2020

Each week I read a number of customer service and customer experience articles from various resources. Gift Experiences Can Create an Emotional Connection With Customers by Wise Marketer Staff. In contrast to a loyalty program, gifting is a cost effective way to achieve tangible and significant results.

Customer Service 140

Customer Service Loyalty Programs B2B Competitive Advantage 140

ShepHyken

JUNE 6, 2022

Each week I read many customer service and customer experience articles from various resources. The DiJulius Group) Even as the demand for Chick-fil-A is at an all-time high, the private company will only grow at a pace they ensure they won’t jeopardize the brand experience. (The What Makes Good Customer Service?

Customer Service 67

Customer Service Loyalty Programs Hotels Loyalty 67

ShepHyken

DECEMBER 5, 2022

Each week, I read many customer service and customer experience articles from various resources. The Top 5 Guest Loyalty Trends and Predictions to Watch for 2023 by Ellis Connolly. My Comment: Regardless of the type of business you are in, I believe it’s important to have a “hospitality mentality.”

Customer Service 70

Customer Service Hospitality e-support eBook 70

Customer Bliss

OCTOBER 11, 2016

Mark Weinstein is the Senior Vice President of Customer Engagement, Loyalty and Partnerships for Hilton Worldwide. Like many customer experience executives, he searched for a career path that matched his skills and passion for helping customers comprehensively across the business. Episode Overview. About Mark.

Chief Customer Officer 0

Chief Customer Officer Hospitality Industry Travel 0

Experience Investigators by 360Connext

MAY 4, 2015

I recently had the opportunity to attend San Diego’s Next Generation Customer Experience conference and present a session on the role of mobile in closing the gap in customer experience. And I think this is typical of how most view the customer experience. Only 36 percent of customers feel cared for.

Customer Experience 110

Customer Experience Customer Journeys Conference Retail 110

ShepHyken

OCTOBER 11, 2021

Each week I read many customer service and customer experience articles from various resources. 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. by Max Starkov.

Customer Service 72

Customer Service Hospitality Rewards Programs Self Service 72

Customer Bliss

JUNE 6, 2018

How do you take insights from customers and drive better decision making and better product delivery? This is one of the many questions that Eric Smuda , VP of Customer Experience & Loyalty of Hertz car rental service had to ask when he joined the company to transform customer and employee experience.

Employee Experience 221

Employee Experience Culture Loyalty Travel 221

InMoment XI

JANUARY 17, 2024

In the dynamic world of hospitality, the ability to manage and enhance the guest experience often spells the difference between those who win and those who get left behind. What is Guest Experience? A positive guest experience involves going beyond basic customer service. Guest experiences impact reputation.

Guest Experience 260

Guest Experience Trends Hospitality Customer Journeys 260

Customer Bliss

NOVEMBER 23, 2018

Today, I’m replaying one of our most popular episodes from 2018 about the employee experience and building customer loyalty at Hertz with Eric Smuda , VP of Customer Experience and Loyalty. Assess the Employee Experience Upon Starting Your New Role. I want to learn from these people.

Employee Experience 143

Employee Experience Loyalty Programs Chief Customer Officer Loyalty 143

Customer Bliss

MAY 15, 2019

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Do you believe customers are assets or cost centers? Thinking about customers as assets is my first customer experience competency. The value she took with her as a customer was over $40,000 a year.

Case Study 164

Case Study Chief Customer Officer Video Course 164

Alida

JANUARY 5, 2018

Marketers are always looking for new ways to create experiences that resonate with customers, and 2018 will be no different. And although fads come and go—think unicorn hair and frappuccinos—there are some trends that will stick in the coming year and affect how businesses interact with customers. CMOs become customer-obsessed.

Marketing 0

Marketing Multi-Channel Advertising Tourism 0

Strativity

SEPTEMBER 26, 2014

Our biggest mistake is thinking that whatever sector we work in doesn’t serve “customers.” We are always dealing with customers. In his book Customer Experience Strategy, Lior Arussy breaks down the universal customer into a couple of categories: The Consumer. The Internal Customer. The Business Buyer (B2B).

Customer Experience 40

Customer Experience Customer Centricity Hospitality Loyalty Programs 40

Magellan Solutions

FEBRUARY 11, 2021

Meanwhile, you pay customer service executives $25-30 for an hour. With more years of experience, the higher their expected salary is. Many potential customers are going to notice and engage through social media. Customer Service. Below are some of the customer service we offer: Loyalty programs.

Social Media 52

Social Media Hospitality Loyalty Programs Travel 52

Interactions

AUGUST 7, 2019

But as we look at the customer experience as a whole in the travel industry, big improvements can be made to make customers feel more valued, respected, and happy. Here are three ways that an IVA can help deliver first-class service to your customers. It’s a service industry that simply can’t always provide good service.

Travel 54

Travel Hospitality Wait Times Airlines 54

delighted

JUNE 30, 2022

Every brand loves a happy customer, and knowing that you have recent buyers who love your product enough to give you positive feedback is a great feeling. But your happiest customers can do more than provide validation and direction – they can also become significant revenue drivers for your business through a referral program.

Sales 83

Sales Net Promoter Score Loyalty Programs Ecommerce 83

John Paul

JULY 17, 2018

Premier worldwide leader in loyalty solutions and brand hospitality to serve Asia Pacific clients across banking, luxury, technology, automotive, FMCG and hospitality sectors. As we develop our APAC client base and grow , recruiting people with a passion for service and a customer focused mindset is key.

Omni-Channel 40

Omni-Channel Leadership Self Service Automotive 40

Experience Investigators by 360Connext

JANUARY 12, 2015

How can we increase loyalty? Consider yourself as a loyal customer. It’s well documented how 20% of your customers (the loyalists) bring in 80% of your revenue. Not entirely surprisingly, these customers are also the ones most likely to share their happiness and spread the word about your business. Say thank you.

Loyalty 110

Loyalty Hotels Hospitality Loyalty Programs 110

Currency Alliance

JUNE 16, 2020

While travel and retail brands have made a lot of progress in the last 24 months, the bulk of innovation has come from other consumer sectors – including media businesses, entertainment, and telecoms providers, which in recent years appeared to regard loyalty as a lost cause. Brilliantly, Voxi has spun this very feature into a loyalty driver.

Loyalty 52

Loyalty Innovation Travel Loyalty Programs 52

Currency Alliance

MARCH 24, 2020

But there are things we can do to ease the financial stress of those most affected, give customers hope, and proactively manage loyalty program liability. Currency Alliance operates a B2B SaaS loyalty currency management platform. Currency Alliance already has integrations with dozens of travel loyalty programs.

Travel 40

Travel Loyalty Programs Airlines Hotels 40

CSM Magazine

MARCH 19, 2021

ISS’s platform processes sales and loyalty program data from retailers and allows users to easily review performance and generate actionable insights that inform merchandising and marketing decisions. ISS also offers a proprietary behavioral segmentation tool that creates customer segments based on shopping behaviour.

Retail 52

Retail Consumers Loyalty B2B 52

Comm100

SEPTEMBER 22, 2016

Sometimes we learn important customer service skills through training, or through years of hard-earned experience. But we still want you to be able to take advantage of the books that can transform your current customer support operations. Customer Experience 3.0: Chief Customer Officer 2.0:

Customer Service 100

Customer Service Case Study Gamification Culture 100

Qualtrics

APRIL 22, 2020

Find out how Conjoint/MaxDiff can help you use real-time feedback to develop the products and services your customers need both now, and as you emerge from the other side of the coronavirus crisis. It puts respondents through real-world experiences that are extremely familiar to them to gauge their interest in various product attributes.

Hospitality 29

Hospitality Retail Rewards Programs Analysis 29

Currency Alliance

MARCH 20, 2020

There are really only four ways to create value for all stakeholders in a loyalty program: maintain low operating costs, and funnel the savings into rewards. add complementary partners in every spending category so the program and the currency are more useful and interesting. Not every loyalty program seems to appreciate this.

Loyalty Programs 52

Loyalty Programs Loyalty Hotels Travel 52

InMoment XI

MAY 14, 2022

Over the past few decades, InMoment has collected and analyzed feedback from billions of customer experiences. So, Why Do Customers Choose Their Favorite Brands? For instance, professional athletes across the world wear Nike ; however, the sweeping majority of Nike customers are not actually world-class and/or Olympic athletes.

Brands 493

Brands Loyalty Retail Competitive Advantage 493

InMoment XI

SEPTEMBER 1, 2022

There is something to be said about how vital it is to leverage market research to understand your non-buyers so you can convert them into customers. But focusing on how to improve customer retention is just as important, if not more. That is why your customer retention efforts are so important. What Is Customer Retention?

Customer Retention 260

Customer Retention How To Customer Journeys Telecommunications 260

Currency Alliance

DECEMBER 4, 2023

Loyalty trends, as we’ve said in our previous years’ trends articles, are interesting to think about – but they are not necessarily reflective of what your own brand should be focusing on in the next year. This year, a continuing key theme in loyalty will be the ability to drive even greater customer value at lower direct cost.

Loyalty 59

Loyalty Trends Data Marketing 59

Kayako

MAY 30, 2017

You’ve read all the classic books on customer service— Delivering Happiness by Tony Hsieh, How to Win Friends and Influence People by Dale Carnegie, and more. Get inspired to create a customer-centric business and improve your customer interactions by watching these popular motivational customer service videos on YouTube.

Loyalty Programs 184

Loyalty Programs e-support Self Service Video 184

West Monroe

JANUARY 1, 2024

Email LinkedIn Twitter icon Facebook printer copy Print this page Listen to "Digital's Role in Engaging Customers—Before They Need You" on Spreaker. About the episode How do you connect with and serve patients when they’re not sick or in the hospital?

Healthcare 52

Healthcare Engagement Hospitality Financial 52

SmartKarrot

NOVEMBER 18, 2022

The customer is always right, right? A client success manager crosses between a salesperson and a customer service rep. They can sell, but they also can listen and understand customer needs. The best ones can use their knowledge of the product, combined with empathy and understanding, to help customers achieve their goals.

Management 10

Management Healthcare Retail Software 10

SmartKarrot

NOVEMBER 17, 2022

The customer is always right, right? A client success manager crosses between a salesperson and a customer service rep. They can sell, but they also can listen and understand customer needs. The best ones can use their knowledge of the product, combined with empathy and understanding, to help customers achieve their goals.

Management 10

Management Healthcare Retail Software 10

Retently

FEBRUARY 21, 2024

Are you wondering which channels are effectively leading customers to your business? By pinpointing where your customers come from, you can streamline your efforts, enhance engagement, and grow your business. surveys can reveal which platforms or channels successfully engage your customers. How did you hear about us?”

Survey 78

Survey Social Media Advertising Analysis 78

Kerry Bodine

APRIL 4, 2018

“We want to map from the awareness phase all the way through retention and loyalty.”. A customer journey is related to —but is not the same thing as—a customer lifecycle. Here are two main differences: Customer journeys align with your customers’ goals or tasks. I need to purchase an MRI machine for the hospital.

Customer Journeys 308

Customer Journeys B2C Insurance B2B 308

Currency Alliance

DECEMBER 13, 2018

YouGov data from the UK shows that even the youth demographic – supposedly disloyal – thinks that points programs “are a good way for brands to reward customers and 59% think all brands should offer one.”. Greater investment to meet consumers’ insatiable appetite for experiences. The evolution of loyalty marketplaces.

Loyalty 45

Loyalty Trends Loyalty Programs Rewards Programs 45