How to Draft Effective Customer Satisfaction Survey Questions for Hotels & Tourism


Hotels and tourism simply wouldn’t exist without the positive perceptions of the people who use them. In hotels and tourism, reputation is what powers continued business success. Consider Your Customer. Email is one of the most used forms of gathering customer feedback.

Cuba: A Tourism Conundrum

Think Customers

Customer Experience Marketing homepageSeveral of my friends just returned from a trip to Cuba and I've been reliving their adventures in Havana and Santiago through photos. Leisure travel to Cuba from the U.S. is still banned, but my friends were able to enter the country through the "people-to-people" program in which visitors interact with Cuban citizens in cultural activities. There’s more… To read the rest of this blog posting click here or visit

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How Important is Customer Service in Travel and Tourism?


As the winter slips away and the days start getting longer and warmer, your customers start thinking about summer. Travel and tourism can be difficult areas for retaining customer loyalty, with websites set up exclusively to pit brands against one another on the best deals for hotels and rock-bottom prices on flights. The Qubit Future of Travel Report 2016 shows that investing in customer satisfaction can be equally as important as competing on price points.

The ultimate report on Millennial customers: Gen Y attitudes and their impact on tech, finance, media and other major industries

Vision Critical

More than ever, companies need to engage with Millennial customers to get a clearer picture of their attitudes, behaviors and aspirations. Gaining deep customer intelligence about Millennials—and creating a strong bond with them—are imperatives for doing business today.

How Priority Health, Southwest Airlines and The Ohio State University approach customer experience

Vision Critical

Building a CX program that delivers ROI requires identifying the moments in the customer journey that actually matter. When everyone, from the customer-facing staff to the executive suite, focus on customer experience, meaningful change happens.

What Happens When You Ruin Breakfast for Your Customer

The Upsell

One of my customer experiences. The post What Happens When You Ruin Breakfast for Your Customer appeared first on The Upsell. Case Studies breakfast Customer experience customer service darby's olympia quality check road trip tourism tourist washington word of mouth

Forgotten Facts & Fantasies of Customer Delight


How glad I was that I took that decision, because I discovered that Peruvians are experts in customer delight! Of course, my mind is never far from work and I realised that I was so enamoured by this country because it’s people have customer centricity down to a fine art.

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Do ‘captive customers’ deserve customer service excellence?


After all, he reasoned, why bother providing customer service excellence to “captive customers” who have no choice? Customers wait in line with appreciation rather than frustration. The customers and the staff both benefit from customer service excellence.

11 Customer Service Metrics to Start Measuring


Customer service has long been an area of focus for marketers and support specialists. After all, 67% of consumers list bad customer experience as one of the primary reasons for churning and 39% of consumers avoid vendors for over 2 years after having a negative experience.

Do ‘captive customers’ deserve customer service excellence?


After all, he reasoned, why bother providing customer service excellence to “captive customers” who have no choice? These three pack a punch: First, captive customers may have no choice about whether or not to work with an internal department or government agency, but they have plenty of choice about the attitude they bring to the interactions. Customers wait in line with appreciation rather than frustration. They deserve customer service excellence.

How Iceland 'Gets' Frictionless Experiences

Think Customers

Although it was a short trip, it gave me a glimpse into a well-oiled tourism engine that companies should aspire to. Customer Engagement Customer Experience homepage

Guest Blog: How to Get the Most from Seasonal Customer Service Employees


This week we feature an article by Joel Gottesman who shares tips to ensure that seasonal employees provide an excellent customer experience. Many of these employees were tasked with challenging customer-facing positions.

What it takes to be a Customer Experience Professional – My CX Journey, by Carlton Gajadhar


I have had the pleasure of meeting many amazing Customer Experience Professionals (CXPs) over the years – amazing for a whole variety of reasons. Carlton Gajadhar has an infectious passion for all things Customer Experience – yet his career as a CXP is still only just beginning.

Axis Group Hosts Institute of Customer Service CEO Breakfast

CSM Magazine

CEOs attended from sectors ranging from housing and construction, to tourism and utilities. Jo Causon, CEO, Institute of Customer Service, says: “A huge thank you to Axis Group for hosting our latest CEO Breakfast event. Customer Service News

Favorite Customer Service Providers of the Year Announced

CSM Magazine

Winners of the 2018 People’s Choice Stevie Awards for Favorite Customer Service, a worldwide public vote, have been announced. The Awards, now in their 12th year, are the world’s top honors for customer service, contact center, business development, and sales professionals.

Augmented Reality Study Shows Big Business Impact in Customer Experience

Smarter CX

Augmented reality (AR) has been hovering at the periphery of the corporate conversation for a number of years now, and it’s poised to make a major impact in the business world — especially in the realm of customer experience. Link this with the remote virtual experiences available through the technology, and you’re suddenly looping in the tourism industry which can display properties worldwide from the comfort of a local office. One-on-one customer service.

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SalesForce, Hubspot, Zendesk and More — Which Customer Engagement Software is Right for Me?


Out of all the customer engagement software tools that are out there, which one is right for your company? Different companies have different needs, and a very diverse number of customer engagement tools are waiting to fill those needs. Travel and Tourism.

Customer Experience Influencers You Must Follow – Part 2

Customer Guru

Continuing with our list (in alphabetical order) of customer experience (CX) influencers (experts, consultants, and authors), we are sharing a few names of leaders leaders that every CX enthusiast must follow and take inspiration from. John is an “Ex-Disney Guy” and Customer Experience Coach.

Amazing Business Radio: Josh Liebman


Josh also explains how to recover from service failures and gain loyal customers. If you have customers (and I know you do), this this is a powerful must-listen-to episode of Amazing Business Radio! Validate the customer’s comments even if you don’t agree with what is being said.

Why Private Jet Charter Offers the Ultimate Customer Service

CSM Magazine

We live in an age where customer service is a key focus for brands, with this widely considered to be a proactive marketing opportunity in the modern age. We’ll explore this further in the post below, whilst asking how private jet charter offers the ultimate in customer service.

Fiji Airways announces highest profit and highest customer satisfaction scores

Up Your Service

Congratulations to Fiji Airways for posting a record profit, growing your international network, and achieving the highest customer satisfaction improvement scores. Chief among them are our customers – the Fijian people and Government.

Fiji Airways announces highest profit…and highest customer satisfaction scores

Up Your Service

Congratulations to Fiji Airways for posting a record profit, growing your international network, and achieving the highest customer satisfaction improvement scores. Chief among them are our customers – the Fijian people and Government.

What Is AR or Augmented Reality Technology?

Smarter CX

Automotive, military, healthcare, education, telecommunications, retail, real estate, tourism, advertising – you name it. Among other things, it helps businesses enhance customer experience. Omnichannel Customer Experience CX101The sky is blue. The grass is green.

John Paul names Frédéric Martinez as CEO EMEA

John Paul

The John Paul Group, worldwide leader in client loyalty and customer relations, announces the appointment of Frédéric Martinez as CEO for the EMEA region. Its vision of the customer relationship is innovative.

I didn’t choose CX – it chose me!! Heather Grisedale explains how she became a CCXP


How do you become a Customer Experience Professional? She is as hard working, committed, passionate a Customer Experience Professional I have ever met. We wanted Customer Loyalty – Raving Fans (we just didn’t call it that!).

How to create better experiences in the hospitality industry


There’s no denying that the tourism industry is one of the largest industries in the world. According to Statista , 1.323 million international tourists traveled in 2016 and the total contribution of travel and tourism to the global economy was $8.27

Cake Calamity Proves Canity’s Value in a World of Crummy Customer Service

CSM Magazine

For Illman, who built an entire second business – – following his continued frustration at the lack of customer service he experienced both at home and while travelling, it was further evidence the message the customer is always king still hasn’t hit home in many places of the world. “If

Small businesses and the importance of outstanding customer service

Service Untitled

Although it is very convenient to shop online, many customers still enjoy the experience of touching merchandise and browsing in a brick and mortar store; hence the popularity of small neighborhood businesses. Customer service has to be proactive.

Outrageous! Hotels keep on charging!

Beyond Philosophy

Tisch Center for Hospitality and Tourism at New York University. From a customer experience standpoint, these add-on fees create problems because we don’t expect to be charged for these things. Blogs Customer Experience

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Case Study: Enhance Your CX With This Technology

Beyond Philosophy

It follows on the heels of Disney’s MagicBand and a similar device on Royal Caribbean cruises, but it goes even farther in predicting and responding to customer needs and desires. And that’s especially true in a highly competitive industry like tourism. But customers are not rational!

Renovate Your CX Program with a Listening Audit


A green field site for a customer experience program is a rare thing these days. In this webinar, Phil Durand, Director, Customer Experience Management, Confirmit will help you to look at your CX program like a great house. Phil will be sharing: Ways to conduct a listening inventory to help you establish exactly what you are asking customers, where you’re asking it, and how (the results will surprise you!). Voice of the Customer Webinars Webinar Details.

Talkdesk Weekly Round-Up #4


Mamas, don’t let your babies grow up to poor customer service providers, Don’t let ‘em drop calls and ignore customer needs, Let ‘em breed loyalty and generate leads. Each week, we round up customer service insights for our benefit and for yours. Customer Service

Dial Intelecom for Sweden, the First Country in the World to Have Its Own Telephone Number

CSM Magazine

Børge Astrup, managing director of Intelecom Contact Centre Division explains how the latest contact centre technology is revolutionising the travel industry with a new form of ‘reality’ tourism in the cloud. The Swedish Number” is the tourism equivalent of reality TV.

First Steps in the Marketing World


I had never heard of Confirmit before, but since starting my eyes have been opened to what the company is about, the different services they offer, and how beneficial their services are to businesses concerning Customer Experience, Voice of the Customer, and Market Research.

Why our clients love outsourced inbound services (And you should, too!)

Magellan Solutions

Having served small to medium-sized enterprises since 2005, we’ve collaborated with companies from industries like travel and tourism to healthcare and consumer electronics. It lets them provide excellent customer service without having to increase in-house or invest in new technology.

Thomas Cook rescued from debt doom

Helen Dewdney

It is a massive group with £9bn in annual sales, 19 million customers a year and 22,000 staff operating in 16 countries. 4) Good weather last year with a long heatwave was good news for tourism in the UK but not for travel companies as people chose to holiday at home rather than going abroad.

European Hotel Chain Report Shares Importance of Harnessing AI


The biggest problem in some locations is actually over tourism. They respond to customer inquiries in a timely manner. Wondering how European Hotel Chains fared in 2018 and what to expect in 2019?

Is it a Service or an Operation?

Smith+co CX

It’s hard to relax into holiday mood when the customer service causes such high levels of stress. Is each staff member told to treat those people coming into their country as customers or numbers?

Deep Data Dives with CBD, BVK and Bradley & Montgomery


And their key differentiator hinges on their ability to very finely, and accurately, slice and dice customer experience data , taking deep data dives to create winning campaigns. A brand analysis tells you so much about how your brand is coming across to potential customers.

Alert: Does your data collection app have it all? Check to find out!


There are a lot of instances when you cannot reach the customer for a survey on their online devices. Creating such custom paths based on previous answers helps save time for both the parties involved. Travel and Tourism.