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

LoyaltyPlus

SEPTEMBER 1, 2021

The COVID-19 pandemic has had a devastating impact on the global airline and hospitality sector. But whether it is safety or a seamless online environment, everything points to how important engendering loyalty has become in these difficult times. Customers want to feel valued.

Loyalty 52

Loyalty Airlines Hospitality Hotels 52

CSM Magazine

MAY 18, 2023

The global technology platform will power personalised guest experiences to increase revenue while providing deeper guest insights for the global hospitality company. We look forward to working with Marriott as weenable them with technology to build longer-lasting, more profitable relationships with their guests.”

Technology 52

Technology Hotels Guest Experience Hospitality 52

Currency Alliance

NOVEMBER 17, 2020

2021 will be another year in the long-term journey to become customer-centric, balance the economics of loyalty programs to deliver more value to customers, and ensure the right systems are in place to reduce dependencies on the IT department or vendors. The functionality in loyalty systems is being broken up.

Loyalty 52

Loyalty Trends Loyalty Programs Travel 52

InMoment XI

JANUARY 16, 2024

Customers appreciate the convenience of instant assistance, personalized recommendations, and the ability of businesses to anticipate and address their needs. Improved customer satisfaction not only fosters loyalty but can also lead to positive word-of-mouth, attracting new customers to the brand.

Contact Center 260

Contact Center Virtual Agent e-support Chatbots 260

ENGAGE.cx

SEPTEMBER 23, 2015

While you are checking out the property, the company website recognizes you and your preferred customer status, remembers you like a corner non-smoking room, and extends you an offer of an additional 10% off because of your long-standing loyalty. A customer-experience driven B2C CRM like ENGAGE.cx for free today.

Guest Experience 40

Guest Experience Hospitality Hotels CRM 40

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

LoyaltyPlus

AUGUST 4, 2017

The Gap – Who is my customer? Today, a key business challenge is to manage customer relationships effectively by understanding customers and their habits. To engage customers and leverage data for improved and targeted marketing campaigns is always a challenge. The Functional Architecture of CRMPlus.

Customer relationships 40

Customer relationships Engagement CRM Social Media 40

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. Brilliantly, Voxi has spun this very feature into a loyalty driver.

Loyalty 52

Loyalty Innovation Travel Loyalty Programs 52

Experience Investigators by 360Connext

NOVEMBER 20, 2014

While with traditional enterprise sales the customer is paying for a one-off purchase that may or may not go hand-in-hand with an annual service fee, SaaS companies are constantly having to cultivate the customer relationship if they are to stay in business.

Customer Experience 302

Customer Experience Chief Customer Officer B2B Conference 302

ShepHyken

NOVEMBER 10, 2020

Ask for feedback or a review while the experience is still very fresh in your customer’s memory. Take a proactive approach and incorporate asking for feedback into the hospitality component of your business.”. “42% 42% of companies do not actively collect feedback from their customers or do any type of survey program.

Tourism 133

Tourism Hospitality Feedback Survey 133

customer sure

NOVEMBER 4, 2014

But when they spot real, honest commitment to innovation, there’s a high level of loyalty. ” Close customer relationships – an even bigger achievement. They’re a very savvy bunch. Discerning and they can sniff out fake innovation very quickly. Evolution over time of Proper’s values.

Customer relationships 97

Customer relationships Innovation Customers Consumers 97

Experience Investigators by 360Connext

NOVEMBER 19, 2014

Those who work inside the company rarely take the time to truly understand what customers go through to fix a real problem. They think they know, because the codes used by customer service reps and customer relationship management software seem to be working just fine. They don’t get what they don’t get.

Customer Service 257

Customer Service Company Customer Relationship Management Hospitality 257

Experience Investigators by 360Connext

SEPTEMBER 22, 2014

If there is one way to create a better customer experience, it’s this: Advocate. The term advocate is used a lot when referring to kids in the court system, patients in hospitals, and others who can’t necessarily stand up for themselves. And they are never asked to advocate for the customer. Shame on them.

Hospitality 251

Hospitality Social Media Consulting Leadership 251

Retently

FEBRUARY 21, 2024

survey data helps identify effective marketing channels, adapt campaigns for better ROI, and build stronger customer relationships through informed strategy adjustments. Leverage positive feedback from surveys to build trust, credibility, and loyalty among customers. Analyzing “How Did You Hear About Us?”

Survey 78

Survey Social Media Advertising Analysis 78

CSM Magazine

MAY 19, 2023

They use data gathered from customer interactions to pinpoint areas for optimization, making data-driven decisions that improve various aspects of a customer’s journey – from initial discovery, through purchasing and support, to long-term loyalty and brand advocacy.

Customer Journeys 52

Customer Journeys Customer Experience Net Promoter Score Effort Score 52

Michelli Experience

NOVEMBER 8, 2017

Imagine a customer saying, “I’m not doing well because I just took my dog to the veterinarian and my sister was just diagnosed with lupus.”. Fortunately, most customers will deflect with a response of, “I’m fine.” But two-thirds of marketers view loyalty programs as a way for consumers to demonstrate their loyalty to brands.

Customer Experience 113

Customer Experience Loyalty Programs Loyalty Consulting 113

Wired and Dangerous

JULY 23, 2018

Lifeguards, the bus schedule, and the spotlessness of a hospital room are all obvious artifacts of promises waiting to be kept. Today’s customers are more powerful than ever and they are more fickle than they have ever been. One of the key elements in any customer relationship is trust.

Customer Journeys 70

Customer Journeys Hospitality Customer relationships Customers 70

Talkdesk

FEBRUARY 18, 2020

They are all featured presenters at Opentalk® 2020 , the premier customer experience (CX) event of the year!

Apparel 56

Apparel Hospitality Healthcare Insurance 56

Oracle

SEPTEMBER 27, 2020

Make sure to check back each week to learn how Oracle CX customers are driving success and building customer relationships that last. Spur Group attributes the growth of its global restaurant chain to its loyalty marketing strategies, boasting a loyalty membership database of over 1.4 million members.

Innovation 77

Innovation Marketing Tips Multi-Channel 77

Wired and Dangerous

DECEMBER 14, 2016

Lifeguards, the bus schedule, and the spotlessness of a hospital room are all obvious artifacts of promises waiting to be kept. Today’s customers are more powerful than ever and they are more fickle than they have ever been. One of the key elements in any customer relationship is trust.

Customer Journeys 70

Customer Journeys Hospitality Insurance Customer relationships 70

Service Untitled

JULY 7, 2010

Service Untitled The blog about customer service and the customer service experience. Using the Ritz Carlton and FedEx as models of customer service, changes in American Express service strives to create deeper emotional connections with their customers. At a local.

Customer relationships 43

Customer relationships Hospitality Social Media Customer Satisfaction 43

Kayako

MAY 30, 2017

Get inspired to create a customer-centric business and improve your customer interactions by watching these popular motivational customer service videos on YouTube. I have selected these videos because each one has influenced our customer relationships and deepened our understanding of how to provide better customer support.

Loyalty Programs 184

Loyalty Programs e-support Self Service Video 184

Happy or Not

DECEMBER 27, 2023

Tailored follow-up options The Pain Points widgets guide your response after a negative customer experience, offering a spectrum of tailored follow-up options for effective issue resolution. Meanwhile, celebrating positive feedback lifts team spirits, improves operations , and fosters customer loyalty.

Customer Satisfaction 36

Customer Satisfaction Transportation Feedback Hospitality 36

Opinionator

MARCH 10, 2021

Specifically critical when determining a customer’s needs and tastes, and if the business is delivering on them. It can also help improve the services and products and develop strategies for customer loyalty. This seems like a waste of an opportunity to improve customer relationships and customer loyalty.

Feedback 87

Feedback Guest Experience Hospitality Customers 87

Wootric CX Blog

MARCH 15, 2020

Now more than ever, customer experience is job #1. . We think the SaaS businesses that focus on retaining customers and building loyalty are the ones that will survive and thrive in this uncertain climate. . Of course, the question then becomes how do you retain customers and build loyalty?

Company 125

Company e-support How To Chief Customer Officer 125

Customer Guru

AUGUST 21, 2018

John is an “Ex-Disney Guy” and Customer Experience Coach. He is a leading contributor to Tourism, Hospitality and Service Industries alike. John is consistently helping his clients create a magical customer experience like Disney. He specializes in customer experience strategies, customer service engagement, and loyalty.

Customer Experience 115

Customer Experience Customer Journeys Consulting Customer Experience Professionals 115

SurveySparrow

AUGUST 1, 2022

The concept of a Net Promoter Score (NPS) revolved around measuring customer loyalty and brand advocacy, meaning understanding what the customers think about your brand and how highly they rate it. It’s one of the simplest metrics requiring a simple question to gauge customer loyalty.

NPS 52

NPS Net Promoter Score Hospitality Survey 52

Maru Group

MAY 28, 2019

Consumer brands face a challenging time – and none more so than hospitality and casual dining brands. A changing economic environment and constantly evolving competitor set means that the customer experience is everything. Measuring implicit customer reaction. CX elements that connect emotionally with customers.

Case Study 40

Case Study Study Customer Experience Hospitality 40

Call Experts

JULY 27, 2023

According to Forbes , 70% of businesses believe that delivering excellent customer service is a top priority for their organization. In fact, 97% of customers report that customer service is a significant factor in their choice of loyalty and brand advocacy.

Call Center 52

Call Center Customer Service e-support Contact Center 52

Maru Group

MAY 28, 2019

Consumer brands face a challenging time – and none more so than hospitality and casual dining brands. A changing economic environment and constantly evolving competitor set means that the customer experience is everything. Measuring implicit customer reaction. CX elements that connect emotionally with customers.

Case Study 40

Case Study Study Customer Experience Hospitality 40

Maru Group

MAY 28, 2019

Consumer brands face a challenging time – and none more so than hospitality and casual dining brands. A changing economic environment and constantly evolving competitor set means that the customer experience is everything. Measuring implicit customer reaction. CX elements that connect emotionally with customers.

Case Study 40

Case Study Study Customer Experience Hospitality 40

ECXO

MAY 29, 2024

By involving representatives from across the customer journey, including direct feedback loops into the improvement process, these teams ensure that customer insights are at the heart of every decision. This close alignment helps in not only meeting but exceeding customer expectations, fostering loyalty and driving long-term success.

Innovation 52

Innovation Culture e-support Feedback 52

LoyaltyPlus

OCTOBER 19, 2018

In today’s retail market, there is no mistaking the value of the loyalty programme. LoyaltyPlus offers services ranging from loyalty business design (including actuarial financial design) to custom software development and specialised hosting needs. Customer loyalty has proven value in today’s market.

Retail 40

Retail Comparison Airlines Hospitality 40

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. His Customer Insight work is focused on developing innovative segmentation, targeting, analysis, and measurement solutions. Frank Eliason.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Customer Bliss

MAY 30, 2017

Prior to his role at Citizens, Claudiu led the customer experience organization at Fresenius Medical Care North America, where he built a first-of-its kind program within the healthcare industry across a footprint of 4,000 clinics and hospitals. There are 3-4 designers as well. The Pay It Forward Question.

Financial 121

Financial Banking Healthcare Leadership 121

Happy or Not

NOVEMBER 1, 2023

The Happy Index often serves as the default reporting option when businesses seek a quick and reliable measure of customer happiness that can be used to make data-driven, informed decisions to improve operational performance and boost loyalty and revenue. Are you focused on long-term loyalty and recommendations? What is CSAT?

Net Promoter Score 36

Net Promoter Score NPS Effort Score Customer Satisfaction 36