SurveySensum

JANUARY 18, 2024

Let’s get started: 7 Powerful Ways to Boost Your Marketing (and Customer Experience) with SMS Automation The following strategies will help you with personalized marketing to seamless customer communication. Consider a scenario where a beauty brand identifies a customer who frequently purchases skincare products.

Marketing 52

Marketing Fashion Demo Customer Journey 52

Ecrion

MAY 12, 2020

In fact, 63% of them expect personalization when it comes to the customer journey. What is personalization and how can you use it to enhance the customer experience for your clients? Read on to find out so you can improve the way you serve your prospects and customers. What Is Personalization? Predict Future Actions.

Customer Experience 75

Customer Experience Customer Journey Airlines Customers 75

Ecrion

MAY 12, 2020

In fact, 63% of them expect personalization when it comes to the customer journey. What is personalization and how can you use it to enhance the customer experience for your clients? Read on to find out so you can improve the way you serve your prospects and customers. What Is Personalization? Predict Future Actions.

Customer Experience 71

Customer Experience Customer Journey Airlines Customers 71

ProProfs Chat

DECEMBER 22, 2019

“Instead of focusing on the competition, focus on the customer,” Scott Cook. With the ever-changing scenario of business globalization, companies are thriving hard to retain their brand’s loyalty by creating cutting-edge product sales strategies. Increasing customer retention rates by 5% boost profits by 25% to 95%.

Customer Service 101

Customer Service Social Media Customer Retention Loyalty 101

SurveySensum

JULY 13, 2023

In today’s competitive retail landscape, customer experience has emerged as an important factor that can either make or break a business. Delivering exceptional customer experiences not only fosters customer loyalty but also generates positive word-of-mouth and drives sustainable growth for your business.

Retail 52

Retail Customer Experience Touchpoint Social Media 52

SurveySensum

JULY 13, 2023

In today’s competitive retail landscape, customer experience has emerged as an important factor that can either make or break a business. Delivering exceptional customer experiences not only fosters customer loyalty but also generates positive word-of-mouth and drives sustainable growth for your business.

Retail 52

Retail Customer Experience Touchpoint Social Media 52

ijgolding

MARCH 31, 2017

Having flown over 300 times in the last two years alone, I am well versed in the differences between airlines. In fact, one of my most read posts is a review I conducted in 2014, comparing the airlines Emirates and Etihad. The customer Journey in this case did not begin when I spoke to Virgin’s excellent customer rep.

Customer Experience 65

Customer Experience Airlines Travel Customer Experience Professionals 65

ijgolding

APRIL 25, 2017

Failure to apply common sense, continues to destroy customer experiences all over the world. Unless you have been living in a cave with no access to Wi-Fi, it can not have escaped your notice that United Airlines have come in for some rather heated criticism lately. That did not happen.

Airlines 65

Airlines Hotels Customer Experience White Paper 65

ijgolding

OCTOBER 19, 2015

Whilst many of the issues I faced were as a result of poorly designed and managed customer journeys and business processes, I was astounded at the lack of ability from most of the people I interacted with to EMPATHISE with the situations I found myself in. What ensued can only be described as chaos.

Customer Experience 78

Customer Experience Airlines Customer Centricity Customers 78

ijgolding

AUGUST 12, 2018

These words are without question, directly applicable to the outcome of any experience as customer has with an organisation. All experiences a customer has contain three component parts: FUNCTIONAL – does the customer journey do what customers want? ACCESSIBLE – how easy is it for customers to do what they want?

2013 74

2013 Customer Journey Definition Magazine 74

ijgolding

SEPTEMBER 26, 2017

” Getting passengers to their chosen destination is the most basic of basic needs an airline is expected fulfil. In yet another PR disaster for the airline industry , Ryanair’s management failings have led to thousands of passengers NOT having their basic needs met. What customers NEED, represents their BASIC requirements.

Airlines 30

Airlines Touchpoint Definition Customer Journey 30

Kayako

JANUARY 24, 2018

Did the comparison site or airline double book me? I got my answer in the end (and my refund), but it wasn’t an ideal way to spend the first hour of my Sunday morning or my first customer service transaction this year that stressed out. Excellent customer experiences grow customer loyalty. adrianswinscoe.

Customer Centricity 83

Customer Centricity 2018 Customer Service Customers 83

ijgolding

AUGUST 4, 2015

On our journeys all over the world, we need the ‘Customer Journey’ to be FUNCTIONAL (do what we need it to do; get us to where we need to go, when we need to get there); ACCESSIBLE (as simple and hassle free as is humanly possible); and EMOTIONAL (one that leaves us with positive memories).

Hotels 121

Hotels Travel Airlines Customer Journey 121

Pointillist

JUNE 15, 2018

Much of the marketing world is still focused on customer acquisition, but to improve customer retention will yield f ar better ROI and cost about 5-25X less than customer acquisition. What is Customer Retention? Why Customer Retention Matters. My Customer Retention ?

Customer Retention 110

Customer Retention Loyalty Programs Customer Journey Loyalty 110

ijgolding

JULY 14, 2017

We’ve all encountered these scenarios, where we’re left feeling a certain way by one supermarket/airline/store/bank and completely different by another. In scenario 1, the business understood this customer’s whole journey. Scenario 1 leaves you reassured, and looking forward. So why the difference?

Customer Experience Design 109

Customer Experience Design Customer Experience Banking Airlines 109

SurveySensum

FEBRUARY 20, 2024

Here’s a roadmap to help you get there: Gather Feedback : Gather feedback on a regular basis from your customers on different aspects of your business, but don’t limit yourself to traditional CSAT or NPS surveys. Take advantage of different types of surveys at different touchpoints of the customer journey.

Customer Satisfaction 52

Customer Satisfaction Touchpoint Social Media Customer Centricity 52

SurveySensum

FEBRUARY 20, 2024

Here’s a roadmap to help you get there: Gather Feedback : Gather feedback on a regular basis from your customers on different aspects of your business, but don’t limit yourself to traditional CSAT or NPS surveys. Take advantage of different types of surveys at different touchpoints of the customer journey.

Customer Satisfaction 52

Customer Satisfaction Touchpoint Social Media Customer Centricity 52

ijgolding

MARCH 16, 2016

Everyone seemed to be in good spirits, despite the delay – we just assumed that the fog was the culprit and there is not a lot any airline can do about that! Once the boarding was complete, we sat and waited for the aircraft to leave. Five minutes or so later, the pilot started to make an announcement. Nothing unusual about that.

Travel 81

Travel Airlines Customer Expectations Customers 81

ijgolding

NOVEMBER 5, 2015

I recently endured a dreadful experience with Scandinavian Airlines – you can read about it in this article I wrote for CustomerThink in October – the story was all about a cancelled flight – something that is sadly not uncommon for the air traveler.

Travel 92

Travel Definition Airlines Customers 92

Retently

AUGUST 23, 2022

Small stores are placed in the same category as giants like Amazon, and regional airlines are grouped along with international carriers. As a result, the average NPS in your sector may not accurately reflect the type of experience that customers have with your business.

Net Promoter Score 148

Net Promoter Score NPS Measurement Customer Satisfaction 148

ijgolding

SEPTEMBER 21, 2015

South West Airlines. British Airways. Best Western.

Books 91

Books Brands Customer Experience Chief Customer Officer 91

ijgolding

FEBRUARY 9, 2016

The important thing about this subject – and the reason why I am writing about the significance of the likelihood for humans to ‘not forget’ (in much the same way as elephants do not forget) – is that ignoring the way you make customers FEEL can have significant consequences for your business.

2007 65

2007 2006 Customers Airlines 65

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 Experience 52

Customer Experience Net Promoter Score Customer Journey Mapping Touchpoint 52

ijgolding

JUNE 5, 2017

It was never my intention to focus on any particular industry when I started writing about the subject of Customer Experience five years ago, but during that time, it has become clear that some of the worst (and best) experiences continue to be served up by those responsible for getting us to and from our chosen destinations around the world.

Airlines 65

Airlines Travel Hotels Transportation 65

SurveySparrow

JULY 3, 2021

Customer experience wasn’t always the trendy topic it is today. Brands typically prioritized competitive pricing and product development over the actual experience of their customers. So why is customer experience significant all of a sudden? Yet only 49% of consumers say companies provide a good customer experience.

Brands 59

Brands Customer Experience Travel Social Media 59

SurveySensum

JANUARY 31, 2024

You can spot them by checking your customer retention rates – they’re spending more time on your website, buying more stuff, and relying on your offer. Know that high-value customers may be someone other than those who spend the most at your company. A great example of this can be HubSpot.

Net Promoter Score 52

Net Promoter Score Customer Satisfaction Feedback Exceptional Customer Service 52

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 Service 59

Customer Service Customer Experience Books Magazine 59

SurveySparrow

FEBRUARY 3, 2019

It is the brands that go out of their way to ensure the satisfaction of their customers, steals the show. You lose trust, loyalty, and future business. It is six times more expensive to acquire a new customer than to retain an existing customer. They use NPS to measure the entire customer journey.

2019 75

2019 Customer Experience NPS Social Media 75

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 Service 52

Customer Service Customer Experience Books Magazine 52

ijgolding

NOVEMBER 1, 2016

I experience random experiences every single week – usually with airlines. I believe that these five characteristics are still present in most businesses around the world.

Customer Experience 95

Customer Experience 2016 Sports Airlines 95

ijgolding

SEPTEMBER 14, 2015

We were to fly to Johannesburg with an airline called Airlink. ‘Nothing to do with us’ was his response – ‘it is a British Airways problem now’ (the airline I would be flying back to the UK with the following evening). It was all going very smoothly.

Hotels 90

Hotels Communication Customer Experience Travel 90

ijgolding

JULY 18, 2016

Words like ‘bland’ and ‘corporate’ are used in association with the airline – one person suggested that BA was positively ‘boring’. I actually think that boring is not always a bad thing when flying – as long as it ‘does what it says on the tin’, then most customers are happy.

Brands 91

Brands Travel Airlines Customers 91

SurveySensum

FEBRUARY 10, 2022

Companies that lead in customer experience are now outperforming laggards by nearly 80%. . NPS is a critical business KPI that tells you how likely your customer is to recommend your product or service to others. It is the key predictor for gauging customer retention and loyalty. Know where you are.

NPS 52

NPS Net Promoter Score Touchpoint Feedback 52

SurveySensum

FEBRUARY 3, 2022

Companies that lead in customer experience are now outperforming laggards by nearly 80%. . NPS is a critical business KPI that tells you how likely your customer is to recommend your product or service to others. It is the key predictor for gauging customer retention and loyalty. Know where you are.

NPS 52

NPS Net Promoter Score Touchpoint Feedback 52