OpinionLab

MARCH 12, 2015

When people hear the phrase “Voice of Customer” (VOC) they instantly think of surveys and comment cards deployed on their website. The problem is: if you think VOC as merely a provider of customer opinions, you are missing the real value of the technology. Customer Experience Management. Immediate Action.

Voice of Customer 68

Voice of Customer Multi-Channel Feedback Hotels 68

Thematic

DECEMBER 9, 2019

After some sight-seeing we needed to get back to our hotel and we weren’t anywhere near public transport. When one player in the space creates an innovative solution, customers soon expect the same innovation from others. How do tech companies come up with these innovations? They were 7 months and 2.5

Feedback 126

Feedback Travel Voice of Customer Hospitality 126

Storyminers

JULY 6, 2020

He has appeared in over 150 media and is regularly cited as a top customer experience thought leader. In addition to his customer experience work, Adam is an angel investor with an interest in entrepreneurs who disrupt the status quo through innovation. Adrian Swinscoe. Barry Dalton. Bob Thompson.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

CX Journey

SEPTEMBER 16, 2014

companies have a myriad of options for listening to customers online and uncovering when and where good and bad experiences are taking place. customer experience online reviews reputation voice of customer' With sites like Yelp, TravelAdvisor, Angie''s List, and more (not to mention Twitter, Facebook, blogs, etc.),

Customer Experience Management 164

Customer Experience Management Management CEM Customer Experience 164

Storyminers

JULY 6, 2020

He has appeared in over 150 media and is regularly cited as a top customer experience thought leader. In addition to his customer experience work, Adam is an angel investor with an interest in entrepreneurs who disrupt the status quo through innovation. Adrian Swinscoe. Barry Dalton. Bob Thompson.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

CX Journey

NOVEMBER 6, 2014

No one has time to explore thousands of hotels in Mexico City and beyond, obtain park climbing permits, or plan driving and climbing routes. However, our guide nabs deep discounts on hotels, drives a van with plenty of room for gear, sparing us a rental, and even serves as our de facto translator and BS negotiator.

Hotels 171

Hotels Consulting Culture Chief Customer Officer 171

Second to None

MARCH 30, 2018

When I arrived at my hotel room, I was speechless. We adeptly design and manage mystery shopping, compliance, engagement and voice of customer solutions grounded in strategic relevance, program integrity and actionable insights. I did so immediately.

Customer Experience 112

Customer Experience Airlines Brands Voice of Customer 112