Experience Matters

JUNE 16, 2015

We just published a Temkin Group report, Economics of Net Promoter, 2015. Download report for $295. Download report for $295. You mat also want to see our latest NPS Benchmark Report with NPS data on 283 companies. See our VoC/NPS resource page , which includes great resources for creating a successful NPS program.

Report 120

Report Net Promoter Score Wireless Airlines 120

Beyond Philosophy

NOVEMBER 2, 2016

Have you ever spent a night at a hotel, on business, and been charged a “resort fee” even though you never had time to take advantage of the pool, the spa or any of the other “amenities?”. hotels are expected to add on $2.55 When it comes to hotel fees, unexpected expenses can mean different things to different guests.

Hotels 60

Hotels Tourism Hospitality Social Media 60

Experience Matters

OCTOBER 20, 2015

We published a Temkin Group report, ROI of Customer Experience, 2015. This model shows that CX has the largest impact on the revenue of hotels ($823 million) and rental cars ($755 million) over three years. This report also includes a five-step approach for building a model that estimates the value of CX for your organization.

ROI 120

ROI Report Net Promoter Score Customer Experience 120

InMoment XI

JANUARY 16, 2024

Hospitality Virtual Concierge Services : Hotels and travel agencies employ virtual concierge services powered by AI to provide guests with information about amenities, local attractions, and hotel services. Analytics and Reporting Features Prioritize AI software that includes robust analytics and reporting tools.

Contact Center 260

Contact Center Virtual Agent e-support Chatbots 260

Experience Matters

JANUARY 21, 2020

In a previous post, I mentioned two reports from late last year that show the business value of CX, The ROI of CX and What Consumers Do After a Bad Experience. Since then, we’ve actually published a number of new research reports with an emphasis on industry-specific data. These reports are based on a survey of 10,000 U.S.

Industry 201

Industry Consumers Feedback Insurance 201

Currency Alliance

OCTOBER 11, 2018

Countless articles have been written about enhancing the hotel customer experience (CX) with technology. The hotel market is becoming more competitive, with a larger share of wallet being spent on a greater variety of services. Happily, this increased competition does not pose an existential threat to the hotel as a business model.

Hotels 40

Hotels Hospitality Loyalty Travel 40

Think Customers

JULY 20, 2020

Forrester’s 2020 US Customer Experience Index Report captured the early effects of the pandemic. Here are some of the biggest takeaways highlighted from the report, which surveyed more than 97,000 U.S. Hotels: Hampton by Hilton (77.5) customers across 250 brands and 14 industries from January through March.

Report 52

Report Banking Airlines Hotels 52

Alliance by IFS

FEBRUARY 14, 2019

Whether inquiring about your phone bill or checking into your hotel room, you have probably received service through a chat bot by now. Download the Aberdeen report “ Chat Bots in Customer Experience: The Modern Way to Sell More and Deliver Better” to learn how companies using chat bots: Report 2.5 times more YoY.

Chatbots 80

Chatbots Report Contact Center Knowledge Base 80

Customer Bliss

JANUARY 30, 2020

News and World Report. Next he asks you to sign the “Honesty Pledge” on the app – vowing not only to Lemonade, but also to the other members in this with you, and the charities who benefit from fairness in reporting. Virgin Hotels decided to act with fairness, by eliminating nickel and diming at their hotels.

Company 216

Company Hotels Insurance Travel 216

Storyminers

MAY 31, 2017

A multi-industry scorecard of sorts, this report shares which sectors and brands are doing the best and dives into practical details about how they do it. Based on the theme “Engineering a Human Touch Into a Digital Future,” this report gives CX practitioners and strategists actionable information and practical insights.

Resources 194

Resources Hotels Guidelines Customer Experience Design 194

Horizon CX

MAY 7, 2021

Let’s say you visited a hotel for a short stay on a business trip. The hotel staff were “johnny on the spot” and called you personally within 24 hours. You visit the hotel again in six months for another short business trip. Will you come back to this hotel if you don’t have to? All seemed well.

Culture 130

Culture Net Promoter Score Hotels Survey 130

InMoment XI

MARCH 27, 2024

Download InMoment’s 2024 Automotive Reputation Benchmarks Report for an exclusive look at the state of online reputation management in automotive today. According to InMoment’s 2024 Automotive Reputation Benchmarks Report : Close to 50% of customers will visit a business location again when they see the company responding to negative reviews.

Automotive 260

Automotive Management Social Media Feedback 260

QuestionPro Audience

DECEMBER 21, 2017

Airfares are anticipated to increase 3.5%, hotel prices by 3.7%, and ground transportation is expected to rise 0.6%. According to Hotels.com, in 2017 the average cost of a hotel room per night in popular U.S. The “2018 Global Travel Forecast” states that travel prices are expected to rise sharply in the coming year.

Consumers 220

Consumers Hotels Travel Transportation 220

NetBase

APRIL 24, 2019

Wondering how top Automobile, Beauty, Fashion, High-end, Hotels, Jewelry, eCommerce and Retail luxury brands are faring in this increasingly social media-driven environment? You can see what we discovered in NetBase’s 2019 Luxury Brands Industry Report – but first, a preview with some highlights! So were we! Most Important of All.

Report 40

Report Industry Brands Effort Score 40

Alida

OCTOBER 18, 2016

The report, The Everything Guide to Generation Z , provides statistics and insight for marketers, customer experience and innovation pros in all major industries. Download the report for more stats and insight on Gen Z. 86 percent of #GenerationZ travelers prefer to stay in hotels ( TWEET THIS STAT ).

Report 100

Report Travel Fashion Hotels 100

Customer Bliss

AUGUST 30, 2021

As a result of that experience, Nooyi decided that all of the mothers and fathers of her executives reporting to her deserved the same praise. Isadore Sharp, the founder and CEO of The Four Seasons Hotels states that: It is our work to give people “a sense of purpose and the courage to believe in themselves.”.

Case Study 310

Case Study Hotels Travel Company 310

ShepHyken

SEPTEMBER 4, 2023

Elevating Customer Experience: Embracing Hospitality as the Foundation by Charles Ryan Minton (Newsweek) When it comes to providing exceptional customer experiences, few industries excel quite like the hotel business. they’re everywhere.

Customer Service 67

Customer Service Hospitality Hotels Customer Retention 67

Thematic

SEPTEMBER 14, 2023

They each have apps that handle all sorts of travel arrangements, including booking flights, hotels, car rentals, and vacation packages. Are the apps effective in helping people find suitable hotels based on their preferences? Not so much for Booking.com - comments that mention hotels are less likely to impact their overall score.

Travel 62

Travel Hotels Comparison Analysis 62

Customer Bliss

APRIL 11, 2018

Next, “he” asks them to sign the honesty pledge on the app—a vow made not only to Lemonade, but also to the other members who benefit from fairness in reporting, claims, and payments. Virgin Hotels decided to act with fairness by eliminating “nickel and diming” at their hotels. Acts of Fairness Earn Word of Mouth and Growth.

Company 209

Company Hotels Insurance Banking 209

TechSee

JUNE 30, 2021

With equipment failures and other hardware problems contributing to close to 40% of all reported downtime , it should come as no surprise that companies will often dispatch first and ask questions later. According to an Aberdeen Group report , 25% of all service calls require at least one follow-up visit to resolve the customer’s issue.

Hospitality 164

Hospitality Hotels Healthcare Resources 164

Wired and Dangerous

JANUARY 18, 2021

Sitting by the window on the top floor of a high-rise Dallas hotel provides an amazing panoramic view. They register their discontent before they report their wrath. The front line can be your best weather reporter! Weather becomes up close and personal. It sent pedestrians scurrying for cover. Really listen to your customers.

Self Service 103

Self Service Social Media Hotels Report 103

Customer Enthusiast

NOVEMBER 29, 2019

Increasingly, travelers are reading hotel reviews before deciding where to spend their travel dollars. Research suggests that the average person reads about seven reviews before making a decision and 33% of travelers reported changing their hotel booking plans after reading online reviews.

Management 70

Management Hotels Travel Customers 70

Wired and Dangerous

AUGUST 10, 2020

Datapro Information Services guarantees “to deliver the report on time, to high-quality standards, and to the contents outlined in this proposal or you can deduct any amount from the final payment which is deemed as fair.”. It sounds like, “Pizza delivered in thirty minutes or it is free.” So, here is our question.

Customer Service 184

Customer Service Hotels Course Customers 184

Storyminers

DECEMBER 3, 2020

This will include a variety of panel sessions, keynotes, trend reports and awards ceremonies. Buyers will attend from across the globe, with almost a third being new to the event.

Tourism 204

Tourism e-support Hotels Meeting 204

ShepHyken

MARCH 2, 2020

CX Is Broken: Five Takeaway’s From NTT Ltd’s 2020 Customer Experience Benchmarking Report by Stan Phelps. That’s one of the main takeaways from NTT Ltd’s Annual 2020 Customer Experience Benchmarking Report. The new guest-centric look of loyalty for hotels by Mitra Sorrells. Forbes) CX in its current form is broken.

Customer Service 105

Customer Service Hospitality Hotels Loyalty 105

ReviewTrackers

JULY 20, 2020

Last month, Harvard Business Review published a report exploring the true quality of online reviews on websites like Yelp, TripAdvisor, Facebook , Google, and Glassdoor. Online reviews are a fundamentally social endeavor,” the HBR reporters wrote. She or he will probably decide to say the same as other diners did: best sushi ever.

Hotels 97

Hotels Policies Effort Score Feedback 97

Ann Michaels and Associates

JUNE 5, 2020

Large hotel franchises and chains are changing their hotel concepts to reflect a more unique appeal that correlates to the city or town of their hotel location. These changes then compete with smaller, independently owned hotels who are gaining in popularity. The one-of-a kind charm is alluring travelers across the globe.

Hospitality 59

Hospitality Retail Social Media Hotels 59

ReviewTrackers

FEBRUARY 25, 2019

83 percent say TripAdvisor reviews make them feel more confident in their travel decisions, and 96 percent of hotels and hospitality brands worldwide say reviews are influential in generating bookings. Hotels and B&Bs that respond to 65 percent of their reviews receive an average review rating of 4.15, compared to only 3.81

Examples 91

Examples Hotels How To Travel 91

ShepHyken

APRIL 8, 2019

Hotel Guest Service: Being Capable Is Not Enough by Steve Curtin. Hotel Executive) Having been enticed by all the images of the specialty cocktail, I was looking forward to ordering one. My Comment: Pegasystems came out with a new report that landed on my desk this week. A good service opportunity went bad.

Customer Service 100

Customer Service Hotels Hospitality Government 100

ShepHyken

JANUARY 21, 2024

You will love his opening story about what happened in a well-known, name-brand hotel. The 2024 Marigold Global Consumer Trends Index Report provides insights into consumer preferences that drive marketing decisions and explores the influence of brand relationships.

Customer Service 58

Customer Service Self Service Trends Loyalty Programs 58

QuestionPro Audience

MAY 18, 2018

While baby boomer business travelers may have had their one hotel chain or airline they frequented in hopes of racking up loyalty points, millennials are more focused on the best experience and value. While companies used to have very rigid guidelines for employee travel, millennials are pushing back and asking for a budget.

Travel 186

Travel Airlines Transportation Guidelines 186

Help Scout

APRIL 27, 2021

Every time I travel to Boston, I stay in the same hotel. Hotels are a dime a dozen. I could probably find a cheaper hotel within a five-minute walk from the one I always stay in, so it’s not about price or convenience. In my case, the hotel staff had other things they could be doing besides baking cookies.

Hotels 118

Hotels Customers Return on Investment Loyalty 118

Oracle

MARCH 18, 2021

According to a McKinsey report, available seat miles on US airlines were down 71% in April 2020 from the previous year. Hotels worldwide were operating at 29% compared to 2019’s occupancy rates of 72%. Airlines, hotels, and travel credit cards do well by leveraging insights from loyalty program data.

Loyalty Programs 62

Loyalty Programs Travel Loyalty Brands 62

QuestionPro Audience

SEPTEMBER 20, 2018

A recent report from LiveCareer looked into the most popular jobs among millennials. HOTEL/MOTEL/RESORT DESK CLERK. There are currently 125,000 people employed as front desk clerks working in hotels, motels and resorts, with millennials making up 52% of the total amount. workforce , accounting for 31.7% of total employment.

Hotels 102

Hotels Banking Course Report 102

Think Customers

JUNE 21, 2021

In a new report, the 2021 US Customer Experience Index , Forrester Research set out to determine how brands did in making abrupt CX changes with very little preparation. Credit card issuers and hotels both saw significant decreases in their industry averages, with most hotels seeing their individual brands’ scores decline.

Brands 52

Brands Hotels Airlines Insurance 52

BirdEye

NOVEMBER 8, 2023

Forrester Forrester is a research and advisory firm that provides reports, analyses, and evaluations of technology and market trends. Its reports influence business decisions and customer behaviors. Consumer Reports Consumer Reports is an independent product testing and advocacy organization providing product reviews and ratings.

Ecommerce 58

Ecommerce Travel Hotels Social Media 58

Beyond Philosophy

JULY 13, 2021

For example, I stayed at a hotel that offered a shuttle service from the airport. When I complained, the hotel had the attitude that the shuttle was more like them doing me a favor. We have a service called Customer Mirrors , where we have an experience as a customer and then report back to our clients what we observed.

Customer Experience 167

Customer Experience Call Center Customer Journeys Hotels 167