Experience Investigators by 360Connext

APRIL 7, 2015

We booked a flight to Puerto Vallerta, Mexico in October. We flew from Chicago’s O’Hare airport at the end of March with a connecting flight in Dallas and made it Puerto Vallerta without a problem. We booked our flight through US Airways , but all our flights were operated by American Airlines. She was confused.

Airlines 307

Airlines Customer Experience Travel Books 307

InMoment XI

NOVEMBER 7, 2024

Customer experience automation allows organizations to connect with customers in a relevant, timely, and personalized way without extra manual input. You want to ensure that interactions, whether from emails, SMS messages, chatbots, live support, or any other channel, are connected and tested before the user encounters them.

Customer Experience 195

Customer Experience 2024 E-support Touchpoint 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.

B2C 397

B2C Employee Experience Culture B2B 397

Experience Investigators by 360Connext

AUGUST 6, 2024

David helps organizations better understand and connect with their changing customers and clients to help future-proof their businesses. He is also the author of seven books including the acclaimed: It’s Not Who You Know, It’s Who Knows You!

2024 310

2024 Entertainment Books Culture 310

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? . And in fact, the book argues that it costs more to delight. . The book makes two specific arguments that are key: . Finding no. Finding no.

Loyalty 257

Loyalty Touchpoint Books Article 257

ShepHyken

FEBRUARY 12, 2025

One of my favorite AI and marketing experts is Ford Saeks, who recently released his latest book, AI Mindshift: Unleash the Power of AI, Avoid the Pitfalls, and Keep the Human Experience. The book is filled with practical strategies and tactics to help organizations leverage AI while maintaining the personal touch.

Customer Service 86

Customer Service Books Workshop Customer Service Training 86

BirdEye

SEPTEMBER 4, 2024

We’ll explore how to leverage each platform to its fullest potential, helping you secure more user-generated reviews, valuable customer insights, and, ultimately, more bookings. Bookings (Booking.com, Kayak, and HotelsCombined) If you’re a property owner looking for bookings, Booking.com is one place where you need to get listed.

Travel 105

Travel Books Hotels Social Media 105

InMoment XI

OCTOBER 25, 2024

A better reputation leads to more bookings and higher diner demand. These pages help you connect with diners in specific regions and address their concerns. InMoment’s review management platform helps you monitor and connect all your review data in the most accurate and reliable way possible. It results in increased revenue.

Feedback 195

Feedback Management Social Media 2024 195

eglobalis

SEPTEMBER 5, 2024

During a conversation with industry leader Sue Nabeth Moore and online insights from Nick Mehta and his books, I’ve come to firmly believe that companies successfully merging these two sets of metrics not only gain deeper clarity into customer behaviors but also unlock new growth opportunities. Let me know in the comments!

Metrics 422

Metrics Customer Success 2024 2023 422

Customer Bliss

AUGUST 30, 2021

They need a blend of high tech to enable high touch, as I discussed with a recent guest on my livestream , Deborah Westphal, author of a book on this subject entitled Convergence. Yes, you can book your ticket online, but it’s the gate agent’s concern in making your connection that shows if she’s been honored—so she can honor you.

Books 310

Books Hotels Travel Connections 310

Alida

MAY 12, 2022

Indigo is Canada’s leading book and lifestyle retailer, offering a curated assortment of books, gifts, baby, kids, wellness, and lifestyle products that support their customers every day and at key life stages by simplifying their journey to live life on purpose.

Feedback 244

Feedback Books Retail Connections 244

CX Accelerator

DECEMBER 31, 2018

From Jeff Toister: Books To Read: Ken Blanchard's Whale Done. Do something similar for leaders From Nate Brown There is a book that really sticks out to me based on your objective. From Erica Marois: I like Karin Hurt’s Book Winning Well. She even includes several exercises in the book.

Culture 244

Culture 2019 Contact Center Leadership 244

Alida

SEPTEMBER 26, 2018

To help you learn more about those strategies, we borrowed a few ideas from Tiffani Bova’s book, Growth IQ. Here, we’ve handpicked some of the best of the 10 strategies in her book. Research your market thoroughly and profile your potential customers so you know the best way to connect with them. Tiffani Bova, Growth IQ.

Customer Insights 408

Customer Insights Insights Books Customer Journey 408

ShepHyken

NOVEMBER 12, 2024

I don’t think there’s a company on the planet that can please every customer every time, although that’s a lofty goal and the theme of one of my books, Amaze Every Customer Every Time. Connect with Shep on LinkedIn. That made me wonder about the reasons good companies lose customers.

Return on Investment 101

Return on Investment Financial Workshop Customer Service Training 101

TechSee

JUNE 16, 2022

Due to his level of expertise, Jim has been featured in numerous publications, including CIO Review, Contact Center Pipeline, Connections Magazine, and was also listed as one of the ‘Top 20 Influential People to Follow’ on Twitter. In addition, Jim has co-authored three books with his lifelong friend, mentor, and coach, Matt Rocco.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

BirdEye

DECEMBER 28, 2024

This approach enhances SEO for the restaurant website through rich, relevant content and helps build an emotional connection with potential customers before they visit your restaurant. For multi-location restaurants, striking a balance between a global presence and local connection is crucial.

Social Media 97

Social Media Books Demo Events 97

Experience Investigators by 360Connext

JULY 9, 2024

Before GitLab, David built and scaled the Americas Customer Success team at Cisco, managing a $2B book of business that included high/low touch, digital, and partner success. In prior roles at EVault and Cisco, David has also led development teams, cloud operations, and services (professional, managed, and support).

2024 284

2024 Fashion B2C Hotels 284

ShepHyken

JANUARY 28, 2025

Combined with a great experience, they create an emotional connection that leads to true loyalty. For example, many prefer booking their travel through their bank’s credit card programs, which offer points or perks that can be used for flights, hotels, or car rentals.

Loyalty Programs 86

Loyalty Programs Loyalty Customer Experience Rewards Programs 86

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. Click here to learn more about the course and enroll. . Ah, the hospital gown.

Innovation 221

Innovation Loyalty Chief Customer Officer Hospitality 221

ShepHyken

MARCH 24, 2025

He recognizes the power of leveraging technology (AI) and balancing it with the human-to-human connection. Connect with Shep on LinkedIn. My Comment: Brian Higgins, Verizon’s Chief Customer Experience Officer, leads a world-recognized brand in its effort to deliver an amazing customer experience.

Article 74

Article 2025 Customer Service Healthcare 74

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. Everyone who knew him felt a connection. Connect with Shep on LinkedIn. However, not everyone does it right.

Sports 80

Sports 2024 Workshop Customer Service Training 80

ShepHyken

NOVEMBER 6, 2024

So much so that I wrote the book The Convenience Revolution. Connect with Shep on LinkedIn. If, on that day, time is important and you don’t want to make others wait, the answer is probably the fastest – as in more convenient – choice, not the best coffee or the friendliest service. Once time is gone, you can’t get it back.

2024 80

2024 Workshop Customer Service Training Download 80

ShepHyken

MARCH 4, 2025

In my book, Ill Be Back: How to Get Customers to Come Back Again and Again , one of the six strategies I cover in the final chapter is to find out what your competition does well and adapt it to your company. Connect with Shep on LinkedIn. In a perfect world, you would have no complaints.

Workshop 83

Workshop Feedback Customer Service Training B2B 83

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. . Touchpoint survey best practices. Best Metric: CSAT.

Touchpoint 365

Touchpoint Customer Journey Measurement Social Media 365

ShepHyken

AUGUST 11, 2021

I write about this topic in my latest book, I’ll Be Back: How to Get Customers to Come Back Again and Again. However, as I explain in the book, just because they do come back, that doesn’t mean they are loyal. Ideally, it’s related to an emotional connection that causes them to want to come back to you and not the competition.

Loyalty 174

Loyalty Books Customers Customer Service Training 174

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

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

APRIL 11, 2018

These actions are explored in my upcoming book, Would You Do That To Your Mother? Here are the six common actions, often bravely undertaken, that you will see throughout the book. CEO Thom Crosby connects this success to the company’s teams, and how they are hired and developed. Actions for Hiring and Development Set the Tone.

Hotels 209

Hotels Insurance Books Banking 209

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

CloudCherry

MARCH 19, 2019

“Firms will continue to regard CX as a collection of continuous improvement projects until they see an irrefutable, directly attributable connection to returns.” – Forrester, Hardwire Customer Experience 2018. Connecting these numbers to CX improvements is the tough part. Book a demo with CloudCherry today to start your journey.

Financial 218

Financial Metrics Customer Journey Mapping NPS 218

ShepHyken

SEPTEMBER 8, 2021

One of the favorite chapters I wrote in my recent book, I’ll Be Back: How to Get Customers to Come Back Again and Again , was about why customers would terminate their relationship with you. Yes, the word terminate ties into the movie Terminator , which somehow became a theme in the background of the book. Well, there you have it.

Books 168

Books Social Media Customer Service Training Reference 168

ShepHyken

MARCH 4, 2020

If you’re reading this article the week it’s posted, then this is a sneak preview of a few of my favorite quotes from the book. Even if it’s after the book comes out, it’s not too late to “join” the Cult of the Customer—the cult you want to belong to! There you have it—some of my favorite quotes from my newly revised and updated book.

Books 168

Books Loyalty Customer Service Training Customers 168

GetFeedback

JULY 23, 2018

Many companies are now using automated appointment booking tools to allow their customers to book appointments directly into an interactive service calendar, ensuring that fewer customers abandon the process. booking an appointment with an associate. Using Customer Journey Mapping to Create an Omni-Channel Experience.

Customer Journey Mapping 218

Customer Journey Mapping Customer Journey Retail E Commerce 218

Beyond Philosophy

JUNE 25, 2020

We have pictures of him sitting reading a book while going around Venice. The fact that his head was always stuck in a book became a family joke. One of the big ideas about memory is that a network structure connects memories. A fishing net has many strands connected together in various knots.

Management 188

Management Insurance Net Promoter Score Connections 188

InMoment XI

FEBRUARY 7, 2024

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. Consumers are using their mobile devices to browse and book hotels. That’s no longer the case.

Hotels 195

Hotels Guest Experience Travel 2023 195

ShepHyken

JANUARY 7, 2025

Since writing that book, a number of other books on convenience have been published. Connect with Shep on LinkedIn. How to Be Ridiculously Easy to Do Business With with David Avrin : Im a big fan of a convenient CX so much so that I wrote The Convenience Revolution. Avrins is one of the best.

2024 80

2024 Article 2025 Workshop 80

GetFeedback

JULY 19, 2019

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. Connect with him: convinceandconvert.com | @convince . Sixty-two percent of marketers say they feel overwhelmed by the amount of data they have, and 85% are unable to fully utilize that data.

ROI 309

ROI Touchpoint Hotels Customer Journey 309