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Hospitality loyalty: 3 predictions that will change the industry

Currency Alliance

Here are three predictions of how loyalty programs must evolve in hospitality. Now is the time, while the pandemic causes a lull in occupancy, for hotel operators to re-evaluate how their loyalty strategies can become the glue that binds together every function in a customer-focused business. A bed is not just a bed.

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5 Steps to CX Management in the Public Transportation Industry with Anand Sampat

Customer Bliss

In today’s conversation with Anand Sampat , the head of customer experience for c2c , a public London commuter train that services 40,000 daily commuters, we discuss how he manages the customer experience for a service that so many people rely on. Recruit deliberately. Anand now has 5 direct reports rather than his initial two.

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Top 150 Global Customer Experience Thought Leaders and Influencers of 2020

SurveySensum

He is an author of Moments of Magic®, The Loyal Customer, The Cult of the Customer, The Amazement Revolution, Amaze Every Customer Every Time, Be Amazing or Go Home, and The Convenience Revolution and a creator of a customer service training program, Customer Focus , aiming to help clients build a customer service culture and loyalty mindset.

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10 Key Insights from 15 years of Customer Journey Mapping

SuiteCX

Key Learning: Bringing in partners is a good way to shore up limited resources during a major implementaDon.