InMoment XI

OCTOBER 25, 2024

It allows you to see your overall brand health and current reputation standing. ReviewTrackers ) Reviews and ratings, with a share of 42%, are the most popular way customers interact with brands. A better reputation leads to more bookings and higher diner demand. It improves a restaurant’s brand image.

Feedback 195

Feedback Management Social Media 2024 195

InMoment XI

FEBRUARY 25, 2022

The EX/CX Connection. Though on the surface this sounds plausible, and even rather convincing, a thorough examination of how employee satisfaction and engagement link to customer behavior will yield only a tenuous, assumptive and anecdotal connection. This is advanced EX, some might even say it is revolutionary!

B2C 397

B2C Employee Experience Culture B2B 397

eglobalis

SEPTEMBER 5, 2024

CS ensures customers reach their desired outcomes and adopt the product successfully, while CX captures the emotional and experiential aspects of the entire journey with your brand. Customer Experience (CX) focuses on the overall perception customers have after interacting with your brand. Let me know in the comments!

Metrics 429

Metrics Customer Success 2024 2023 429

Customer Bliss

AUGUST 8, 2019

So if you’re heading on vacation soon or relaxing as business slows down a bit, here are a few book suggestions for you to uplevel your own CX skills and that of your team. The following books should be in your arsenal for customer experience transformation. into a multi-billion dollar brand.

Books 143

Books Chief Customer Officer Hotels Customer Experience 143

GetFeedback

SEPTEMBER 18, 2019

Prior to this, we had all read the book, “ The Effortless Experience: Conquering the New Battleground for Customer Loyalty ,” and one question came out of it: Is effortless really enough? . The article states that customer delight (in other words, exceeding expectations) won’t bring customers back to your brand. Finding no.

Loyalty 257

Loyalty Touchpoint Books Article 257

Experience Investigators by 360Connext

APRIL 15, 2015

You’re personally connected with EVERY customer when you start, and that connection is why most of them stay with you. Brand Promise – What does your brand promise to your customers? When you start a new business, the experience you deliver is based on WHO and not what. Then the business begins to grow.

Social Media 277

Social Media Consulting Banking Blog 277

Experience Investigators by 360Connext

SEPTEMBER 15, 2014

With busier schedules and comfort with ecommerce, customers are choosing those brands who provide convenience in the way they like – not the other way around. If you are among these brands, then you understand that customers want convenience on their terms, not yours. Customers want convenience on their terms, not yours.

Banking 282

Banking Loyalty Retail Social Media 282

ShepHyken

JANUARY 28, 2025

Combined with a great experience, they create an emotional connection that leads to true loyalty. Brands can now integrate perks and incentives directly into their primary products and services using apps and digital platforms. Top Takeaways There is a difference between loyalty and repeat business.

Loyalty Programs 88

Loyalty Programs Loyalty Customer Experience Rewards Programs 88

Experience Investigators by 360Connext

APRIL 9, 2015

When beginning an initiative to improve the customer experience, referring back to the brand promise is essential. Your brand promise is a means for setting customer expectations , but is typically written from the company perspective. How do you want customers to experience your brand? Barnes & Noble. Barnes & Noble.

Customer Focused 235

Customer Focused Multi-Channel Customer Centricity Magazine 235

GetFeedback

JANUARY 19, 2020

To prepare for a recent business trip, I booked a roundtrip flight, hotel, and rental car. All done via Expedia, because it gives me one place to handle all travel arrangements, and provides a very nice app to remind me what I booked along with directions, phone numbers, and more. . Surveys are an example of solicited feedback.

Touchpoint 365

Touchpoint Customer Journey Measurement Social Media 365

BirdEye

MARCH 27, 2025

Your Instagram username is more than just a handleits your brands digital first impression. Yet many businesses overlook this step and choose usernames that are hard to remember, unsearchable on social media platforms, or dont align with their brand identity. Looking for Instagram username ideas?

Brands 52

Brands Social Media Automotive Healthcare 52

Customer Bliss

FEBRUARY 19, 2019

Today’s video is an excerpt from my online course , inspired by my book, Would You Do That To Your Mother? Make memory creation the currency of your brand. Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done. First, they saw one red boot.

Brands 208

Brands Chief Customer Officer Hospitality Return on Investment 208

Experience Investigators by 360Connext

MAY 19, 2020

Here are five ways to create a cohesive employee experience by connecting learning to your employee’s journey overall. How does it connect to the overall mission and purpose of your organization? How does this learning opportunity connect to the customer experience? Understand those key, critical touchpoints. Click To Tweet.

Connections 143

Connections Seminar Employee Experience Touchpoint 143

ShepHyken

MARCH 24, 2025

So, companies should do everything they can to ensure their reviews are legitimate, and that includes how a company/brand responds to the review. No longer satisfied with just a generic pledge to do good, more and more brands are adopting concrete practices and initiatives to make a meaningful impact in their communities.

Article 75

Article 2025 Customer Service Healthcare 75

BirdEye

DECEMBER 28, 2024

Build brand awareness The goal is not to convert diners at every Google search. However, consistently appearing at the top of local rankings boosts brand recall and awareness, eventually leading to a higher lead conversion rate. Key challenges in restaurant SEO: Why do businesses struggle?

Social Media 97

Social Media Books Demo Events 97

Experience Investigators by 360Connext

SEPTEMBER 17, 2014

Remember when we bought books in book stores? These are all big problems for your brand eventually. By improving it over what’s available, they can quickly gain favor of the masses. Amazon was seen as laughable at the time. Slow leaks can add up to great losses.

Metrics 252

Metrics Customer Experience Social Media Loyalty 252

GetFeedback

JULY 23, 2018

A customer journey map is a tool that tells the story of a customer’s experience of interacting with your brand. A typical customer journey map begins with the first exposure that the customer has with your brand or product and follows their engagement through to the point of sale and beyond. Why create a customer journey map?

Customer Journey Mapping 218

Customer Journey Mapping Customer Journey Retail E Commerce 218

TechSee

JUNE 16, 2022

By leveraging new technologies such as computer vision , virtual visits and self-service AI-driven solutions, companies have a huge opportunity to turn customers into brand advocates. In addition, Jim has co-authored three books with his lifelong friend, mentor, and coach, Matt Rocco. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

Customer Bliss

MARCH 2, 2016

The inspiration here: enable your people to be real, and to connect with customers in ways which show personality and a deliberate tone for your brand. These are Tony’s words from the afterword of my book I Love You More Than My Dog , and truer words were never spoken. Leadership.

Customer Experience 164

Customer Experience Airlines Social Media Leadership 164

BirdEye

FEBRUARY 5, 2025

Restaurant social media marketing is not just about posting a few pictures of food anymoreits about creating a space where your customers connect, trust, and get inspired to visit. Social media management is crucial in helping restaurants build their social media presence and connect with their target audience.

Social Media 104

Social Media Marketing Metrics Events 104

ShepHyken

MARCH 4, 2025

While most companies practice social listening for their own brands, paying attention to social mentions about your competition gives you a broader insight into whats happening in your industry. Connect with Shep on LinkedIn. Based on what you learn, create a Complaint Prevention Checklist.

Workshop 85

Workshop Feedback Customer Service Training B2B 85

Customer Bliss

AUGUST 29, 2019

During our research, we found that one-third of respondents will actually walk away from a brand after having a disappointing interaction. Here are 3 major findings that I want you to share with you from this comprehensive research: 8/10 Gen Z’ers Are Willing to Give Brands Another Chance. We know you don’t want that to happen.

Customer Experience 227

Customer Experience Consumers Travel Download 227

Alida

SEPTEMBER 22, 2016

The two-day annual conference featured keynotes and presentations by some of the world’s leading customer-centric brands. Start by clearly defining what your company stands for, developing an understanding of how customers engage with your brand and prioritizing lasting emotional connections with consumers.

2016 267

2016 Innovation Marketing Insights 267

ShepHyken

MARCH 19, 2025

This made me reflect on my mentor of gift giving, the late John Ruhlin , author of Giftolog,y and his latest book, Beyond Giftology (released posthumously), who taught me the dos and donts of corporate gifting. For Customers: Dont turn your gift into a marketing promotion with logos branded all over the gift. He had many best friends.

Sports 82

Sports 2024 Workshop Customer Service Training 82

Customer Bliss

MARCH 5, 2019

Today’s video is an excerpt from my online course , inspired by my book, Would You Do That To Your Mother? Their own natural desire for connection drives them to develop products and services that support the human condition. 2 Best-in-Class Brands That Design with Emotions in Mind. Ah, the hospital gown.

Innovation 221

Innovation Loyalty Chief Customer Officer Hospitality 221

BirdEye

JANUARY 24, 2025

It's about building real connections and driving strong social media engagement. Travelers now rely on social media platforms like Instagram, Facebook, and TikTok to discover and book their next trip. Responding to comments, reposting stories, and answering queries builds human connection and drives loyalty.

Social Media 52

Social Media Hotels Marketing Travel 52

CSM Magazine

FEBRUARY 5, 2025

When a customer experiences a service failure, you’d assume their trust in the brand takes a hit. Brands that master this can turn slip-ups into opportunities to strengthen customer relationships, often resulting in higher satisfaction than if no issue had ever occurred. Cognitive Dissonance People dislike conflicting feelings.

Brands 52

Brands Customer Service Airlines Net Promoter Score 52

GetFeedback

JULY 19, 2019

Some are calling CX the new marketing, others are calling it the new brand. A touchpoint is any interaction that might influence the way your customer feels about your product, brand, or business. If you’ve ever written something—a book, a presentation, even a blog post—think of VoC data the way you would think of the writing process.

ROI 309

ROI Touchpoint Hotels Customer Journey 309

InMoment XI

FEBRUARY 7, 2024

What’s more, they expect brands to adapt to as their needs and expectations inevitably evolve. Real-Time Service, Any Time of Day In the past, consumers would book a hotel by working with a travel agent or picking up the phone. Instead, a recent survey from Statista found that 72% of consumers prefer booking travel online.

Hotels 195

Hotels Guest Experience Travel 2023 195

InMoment XI

JANUARY 17, 2024

Guest experience refers to the overall impression and satisfaction that a guest has during their interactions with a hospitality brand or establishment, such as hotels, restaurants, resorts, and attractions. It encompasses every aspect of their stay or visit, from the booking process and arrival to the accommodation, services, and departure.

Guest Experience 195

Guest Experience Hospitality Hotels Travel 195

Experience Investigators by 360Connext

APRIL 28, 2015

In fact, Stan Phelps of 9 Inch Marketing has an entire series of customer experience books, his goldfish trilogy , whose name is derived from Kimpton’s policy of giving customers the option to request a goldfish to keep them company in their room. More striking was the Kimpton brand sign. Connect with him on Twitter.

Customer Experience 296

Customer Experience Hotels Travel Customers 296

ProProfs Chat

JULY 30, 2021

Be it a small or a big business, good brand perception is the common business goal. The ultimate verdict on any brand is given by its customers. Brand perception is a crucial indicator of how well your customers are able to connect with your brand: What are their feelings and emotions when they think of you?

Brands 111

Brands Net Promoter Score Social Media E Commerce 111

Experience Investigators by 360Connext

JANUARY 18, 2022

Help everyone in the organization connect how their role contributes to the customer experience. These should fit into the bigger themes and still be seen as connected to the CX training, not just generic “service training.”. Create a book club focused on CX and invite authors to discuss customer-focused ideas.

Culture 378

Culture Customer Centricity Customer Journey Feedback 378

Customer Bliss

JUNE 9, 2021

When writing my book, Would You Do That To Your Mother? , In that book, you’ll read about OVO Energy in the UK, who practices this level of transparency with customers by opening up their pricing plans to the public, outlining exactly what the energy costs are to them, so customers feel equity in what they are paying.

Leadership 288

Leadership Books Hospitality Customer Relationships 288

InMoment XI

SEPTEMBER 20, 2023

By Simon Fraser, InMoment + Kirstin Simons, NPSx by Bain & Company NPSx by Bain & Company and InMoment recently released the State of CX: UK Consumer Trends Report , an in-depth analysis of customer perceptions on brand experiences across multiple industries.

Net Promoter Score 195

Net Promoter Score Retail NPS Government 195

Comm100

FEBRUARY 17, 2022

Only 10% of customers say that most brands are meeting their expectations for a “good experience”. Read on to find out what customer service expectations many brands are failing to meet, and what they can do to change this. 60% – “Brands do not do a good job using my personal preferences to predict my needs.”

Brands 97

Brands Customer Service Omnichannel Consumers 97

ShepHyken

MARCH 11, 2024

This episode of  Amazing Business Radio with Shep Hyken  answers the following questions and more: How can businesses create experiences that get repeat business and nurture brand loyalty? Brands must create memorable and emotionally resonant experiences for their customers. Customers want to feel that you are watching out for them.

Customer Experience 157

Customer Experience Entertainment Loyalty Customer Centricity 157