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

ijgolding

MARCH 24, 2015

As I quite literally travel the world talking, listening and working with individuals and organisations who have an interest in Customer Experience, I am regularly asked who the world’s ‘best’ Customer Experience brands are. ‘Who is good at CX?’ ’ is a pretty typical question.

Brands 156

Brands Customer Experience Travel Customer Retention 156

Bob Hayes

MARCH 19, 2018

Predictive analytics and artificial intelligence capabilities provide a way to extract insights from that data to help you improve the customer experience and optimize customer loyalty. Today, businesses can collect hundreds of variables about their customers. Answering Questions about User/Customer Loyalty.

Analytics 93

Analytics Loyalty Analysis Data 93

Bold360

DECEMBER 8, 2016

A funny thing happened when researchers asked consumers and marketers associated with the travel industry how they viewed the industry’s well-known loyalty programs. For the marketers – 66 percent of them – the programs were seen as a good way for customers to show loyalty to the brand. Far from it.

Customer Retention 40

Customer Retention Strategy Social Media Loyalty Programs 40

Lumoa

AUGUST 8, 2023

Effectively analyzing survey results can provide numerous benefits, such as enhanced customer satisfaction, increased sales, and improved brand loyalty. According to Gartner research, leveraging the data obtained from direct customer feedback can increase the chances of upselling and cross-selling by 15-20%.

Analysis 208

Analysis Survey Feedback How To 208

ijgolding

FEBRUARY 24, 2015

As someone who spends his life eating, talking, breathing, writing and generally living everything to do with Customer Experience, it is inevitable that on occasion I may get tagged as a serial ‘moaner’ It is true to say that I often highlight the less than palatable experiences I encounter. However, I am just as quick […].

Customer Experience 120

Customer Experience Travel Customer Retention Brands 120

Currency Alliance

MAY 9, 2019

Few brands have yet appreciated that, as this blossoming mobility marketplace becomes highly competitive, strategies and tools will be needed to capture this insight, maximize customer retention, and minimize CPA – not just in their existing spheres of control, but across every channel that funnels customers to their service and keeps them engaged.

Loyalty 56

Loyalty Strategy Loyalty Programs Airlines 56

ijgolding

FEBRUARY 3, 2015

Customer Journeys Customer retention and loyalty CX Strategy Retail Travel changing consumer expectation customer expectation customer experience Debenhams emotional Emotional engagement making life difficult for customers Marriot wi-fi marriott Marriott Hotels'

Hotels 120

Hotels Case Study Study Travel 120

Currency Alliance

DECEMBER 13, 2018

Escalating competition across sectors – not a purported “death of loyalty” – is making loyalty harder earned. As a result, major loyalty trends for 2019 will see a wave of innovation as established brands trial new ways to retain share of mind. Loyalty marketing breaking ground in new sectors. Smarter budgeting.

Loyalty 45

Loyalty Trends Loyalty Programs Rewards Programs 45

Bob Hayes

MARCH 19, 2018

Predictive analytics and artificial intelligence capabilities provide a way to extract insights from that data to help you improve the customer experience and optimize customer loyalty. Today, businesses can collect hundreds of variables about their customers. Answering Questions about User/Customer Loyalty.

Analytics 74

Analytics Loyalty Analysis Data 74

ijgolding

OCTOBER 17, 2017

In 2017, they have already won four awards – including ‘Best Budget Hotel Chain’ (Business Traveller Awards); ‘TripAdvisor Travellers Choice Awards’ (for some of their hotels); ‘Best Midscale Hotel Brand’ (Business Travel Awards); and a Certificate of Excellence (TripAdvisor). A very simple question.

Hotels 395

Hotels Travel How To Customers 395

ijgolding

NOVEMBER 18, 2014

Despite all the travelling I do these days, I am still someone who gets excited about travelling to places I have never been before. I often do not get much chance to see the sights and experience the culture, but I do get the opportunity to eat nice food, stay in good hotels and travel with well known operators.

Customer Expectations 215

Customer Expectations Hotels Airlines Travel 215

ShepHyken

DECEMBER 10, 2021

Customer acquisition costs approximately five times more than customer retention, so what steps can companies take to keep the subscribers they already have happily engaged? . Look at the travel industry. It’s full of many customers lured in by loyalty programs. Seamlessly onboard your subscribers.

Engagement 78

Engagement Company Self Service Entertainment 78

Currency Alliance

FEBRUARY 10, 2020

One of the earliest loyalty programs came out of the grocery sector. Broadly speaking, most of the chains’ loyalty efforts have been in proprietary, albeit digitalized versions of the original S&H program: collecting in order to redeem for rewards, some digital couponing, and pushing out offers via a mobile app.

Loyalty Programs 52

Loyalty Programs Loyalty How To Hotels 52

Seaton CX

JANUARY 4, 2024

Professional services must complete projects to onboard customers and recognize revenue. Salespeople must travel the country to maintain their Executive Platinum frequent-flyer status. Sales is a hard job—and without sales, there are no customers!) Customers tell their coworkers. Just kidding. They tell their boss.

B2B 52

B2B Case Study Airlines Roadmap 52

Michel Falcon Experience

JULY 9, 2015

But what is it for customer-centric organizations? These are the companies that fight tooth and nail for customer loyalty. They are also the ones that invest resources into improving their customer experience, year over year, and don’t see their efforts as a mere campaign. It’s not a higher NPS score.

Loyalty 60

Loyalty eBook Customer Retention Effort Score 60

ijgolding

SEPTEMBER 18, 2014

We have been more than willing to furnish a consultant’s letter to confirm the above and his inability to travel. Channels Communication Channels Customer retention and loyalty Recovery Social Media Travel accessible Aer Lingus Brian Ward customer empathy customer experience emotional facebook functional Ryanair'

Airlines 211

Airlines Travel Social Media Course 211

BirdEye

JUNE 21, 2023

So, a well-executed customer referral program can be a powerful and cost-effective marketing strategy to attract new customers and improve customer retention rates. Customer referrals can also boost your credibility, optimize your sales cycle, and keep high-value customers engaged.

Examples 93

Examples Social Media Travel Software 93

ijgolding

NOVEMBER 13, 2014

Grateful to have an amazing advocate of the financial benefits of improving Customer Experience. Grateful for any past, present or future customer of Ryanair. Customer retention and loyalty CX Professionals CX Strategy Travel customer experience Michael O''Leary Ryanair Ryanair Customer Experience Tony Ryan'

Brands 249

Brands Airlines Financial Travel 249

InMoment XI

APRIL 3, 2024

By aligning digital customer experience metrics with overarching business strategies, your organization can ensure that your measurement efforts are not only meaningful but also actionable.

Customer Expectations 260

Customer Expectations Meeting Customer Experience Touchpoint 260

Optimove

FEBRUARY 14, 2023

By delivering consistent, personalized messaging and content across multiple channels, brands create a, and by default, elevate engagement, cultivate trust and loyalty, and ultimately boost the bottom line. Delighted customers with no interest in playing the field regarding loyalty. The result?

Omni-Channel 52

Omni-Channel Marketing Hospitality Travel 52

Beyond Philosophy

MAY 31, 2019

According to mentalfloss.com , some people believed back when the first trains were running that if women traveled over 50 mph, their uteruses would fly out of their bodies. Now we travel at hundreds of miles an hour with no concern for melting or reproductive organs flying out of anyone. Other people thought humans would just melt.

Technology 95

Technology Transportation Travel Analysis 95

CSM Magazine

JUNE 8, 2023

Excellent customer service is critical to the long-term success of any business. Companies boost their reputation and brand image and build loyalty by treating customers right. That gives companies with stellar customer service a serious competitive advantage. Travelers also enjoy a “two bags fly free” perk.

Exceptional Customer Service 52

Exceptional Customer Service Company Customer Service Airlines 52

SurveySparrow

MARCH 5, 2024

Service Satisfaction: Gain a comprehensive overview of customer satisfaction with your post-purchase services. Customer Loyalty: Identify how likely customers recommend your brand to their friends and families using NPS gauge charts.

Industry 52

Industry Net Promoter Score Hospitality Healthcare 52

TechSee

JUNE 16, 2022

Shep Hyken is a customer service and CX expert, an award-winning keynote speaker , and New York Times and Wall Street Journal bestselling author. He’s the CAO (Chief Amazement Officer) of Shepard Presentations and leading international authority on customer service, CX, and loyalty in business. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

Currency Alliance

JUNE 22, 2017

A year that could see a tipping point for customer loyalty programs. We’ve seen plenty of articles over the last couple of years about how the traditional loyalty program is falling short. We need to ask ourselves – do traditional drivers of customer loyalty still apply to the modern consumer?

Loyalty 40

Loyalty Loyalty Programs Social Media Brands 40

Retently

MARCH 18, 2019

Does your company retain its customers or take them for granted? Customer retention is one of the most important aspects of growing your company, yet it’s one that many companies overlook, focusing more on acquiring new customers. After all, brands with high customer retention are usually companies with high NPS score.

Net Promoter Score 133

Net Promoter Score Omni-Channel Company NPS 133

ClientSuccess

DECEMBER 5, 2022

It helps drive better relationships between customers and the company, ensure customer satisfaction, and increase loyalty. Here are some top advantages that CABs can offer your company: • Strengthen relationships with key customers. Increase customer satisfaction, retention, and loyalty.

Tips 87

Tips Customer Success eBook Meeting 87

ijgolding

DECEMBER 17, 2014

As a result, their overreaction to a problem and lack of support throughout the experience left a sour taste in the mouths of most customers concerned. Fortunately this type of thing does not happen on a regular basis – it is therefore unlikely to have a detrimental effect on customer loyalty toward the airline.

Airlines 209

Airlines Company Customer Journeys Travel 209

One Millimeter Mindset

OCTOBER 22, 2018

When we fail to meet customer requirements after we initially attract and win their business. When customers become disenchanted, their loyalty is jeopardized. The next step is customer defection. Far too often, businesses of all sizes leave the customer’s loyalty in the hands of front-line employees.

Loyalty Programs 67

Loyalty Programs Leadership Loyalty Travel 67

Beyond Philosophy

JUNE 1, 2015

Are, beyond customers who would be loyal anyway, are they driving more purchase activity and narrowed consideration sets? And, what is the impact of loyalty programs on enterprise profitability? Key among these are: Integrate Loyalty Into the Full Experience. Michael Lowenstein, Ph.D., Use the Data.

Loyalty Programs 60

Loyalty Programs Loyalty Airlines Hotels 60

SurveySensum

APRIL 1, 2024

Research indicates a customer trust directly correlates with brand loyalty. And loyal customers make purchases 90% more often and are inclined to spend more during each transaction, contributing to better cash flow for the brand. Why is Customer Trust Important for Startup Brands?

Brands 52

Brands Case Study Social Media Feedback 52

ijgolding

JUNE 5, 2017

Travelling experiences are a common feature of my writing – in fact, some would say too much of a feature! On this occasion, we chose to travel to Paris by rail – not by air. Explaining that we were travelling on known busy weekend, we were pleased to be kept up to date with important information.

Airlines 164

Airlines Travel Hotels Training 164

ijgolding

JANUARY 12, 2018

Travelling to and from work can rarely be described as an experience we look forward to – whatever part of the world you come from. Yet for the hard working British worker, the daily travel experience has become more unpleasant than ever.

Industry 156

Industry Transportation Travel Government 156

ijgolding

NOVEMBER 22, 2017

I must confirm that the focus of my blog is not switching from Customer Experience to travel! As I travel so much, when I am able, I will take the opportunity to take Naomi, the long-suffering Mrs Golding, to our absolute favourite – a culinary delight in a suburb of Chester called Hoole. So why am I telling you this?

Travel 379

Travel Customers Social Media Banking 379

SurveySensum

FEBRUARY 20, 2024

Monitor Performance : Regularly monitor your performance in meeting customer expectations. Track key CX metrics such as CSAT score, NPS , and customer retention rates to gauge how well you’re fulfilling customer needs. Your customers – and your bottom line – will thank you for it.

Customer Satisfaction 52

Customer Satisfaction Self Service Strategy Customer Journeys 52

SurveySensum

FEBRUARY 20, 2024

Monitor Performance : Regularly monitor your performance in meeting customer expectations. Track key CX metrics such as CSAT score, NPS , and customer retention rates to gauge how well you’re fulfilling customer needs. Your customers – and your bottom line – will thank you for it.

Customer Satisfaction 52

Customer Satisfaction Self Service Strategy Customer Journeys 52