BirdEye

APRIL 1, 2025

In 2025, your hotels online reputation acts as a silent front desk by: Shaping how potential guests perceive your brand Influencing their booking decisions setting expectations for the entire guest journey Now what lies at the heart of that reputation? It leads to more impressions, clicks, and ultimately, more hotel bookings.

Hotels 52

Hotels 2025 Books Management 52

eglobalis

SEPTEMBER 5, 2024

In a world where every interaction counts, successful companies aren’t merely focused on closing deals—they’re laser-focused on keeping customers happy, loyal, and engaged. Customer Experience (CX) focuses on the overall perception customers have after interacting with your brand.

Metrics 429

Metrics Customer Success 2024 2023 429

InMoment XI

OCTOBER 25, 2024

Online reviews are the most trusted source of information for most people interacting with a restaurant for the first time. 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.

Feedback 195

Feedback Management Social Media 2024 195

InMoment XI

OCTOBER 14, 2024

For instance, if they interact with the business once a week but receive feedback requests daily, they are likely to stop participating in future surveys altogether. It’s always worth remembering that while your customers might love interacting with your business, they don’t necessarily love filling out your feedback forms.

2024 195

2024 Hospitality Feedback Healthcare 195

TechSee

FEBRUARY 10, 2025

Sophie AI picks what works best for the individual user and your brand, based on real-time context and past interactions. True Scalability: AI handles complex tasks at scale, maximizing your ROI while freeing human agents to focus on those interactions that require a “human touch.” ” Curious how it works? The result?

Customer Service 124

Customer Service ROI Average Handle Time Multi-Channel 124

Experience Investigators by 360Connext

NOVEMBER 5, 2024

Tamsen Webster, founder of the Message Design Institute, sits down with Jeannie Walters to reveal how communication missteps often hinder change, drawing insights from Tamsyn’s latest book. She published her first book, Find Your Red Thread: Make Your Big Ideas Irresistible , in 2021.

2024 143

2024 Banking Books Customer Centricity 143

BlueOcean

OCTOBER 21, 2024

Listen to the audio via our podcast here: One negative customer experience may seem like a drop in the ocean of all your shopper interactions, but it’s never that simple. But if that interaction also ends negatively, the customer support experience can become the straw that breaks the camel’s back. Book an appointment today.

Lifetime Customer 156

Lifetime Customer Poor Customer Service Social Media Customer Retention 156

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. . Text from sales team interactions. .

Touchpoint 365

Touchpoint Customer Journey Measurement Social Media 365

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

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. . 3: Customer service interactions drive more disloyalty than loyalty, in general.

Loyalty 257

Loyalty Touchpoint Books Article 257

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

FEBRUARY 25, 2022

Making the experience for customers positive and attractive at each point where the company interacts with them requires an in-depth understanding of both customer needs and how what the company currently does achieves that goal, particularly through the employees.

B2C 397

B2C Employee Experience Culture B2B 397

ShepHyken

DECEMBER 2, 2024

It’s not just about the products or services offered but the entire journey and interactions a customer have with a brand. Then, categorize all customer interactions to identify where improvements can be made. Plus, Edwin shares more insights from his book, Mastering the Customer Experience. They want personalization.

Customer Experience 80

Customer Experience Return on Investment Books Consumers 80

TechSee

JANUARY 19, 2025

Artificial Intelligence (AI) is everywhere these days, and it’s changing how businesses interact with their most prized asset: their customers. Need to handle both in a single service interaction? It ensures every customer interaction is managed by the right AI, leading to better experiences and business outcomes.

Net Promoter Score 109

Net Promoter Score Average Handle Time NPS Demo 109

GetFeedback

JULY 19, 2019

We can agree there are more customer interactions than ever before, and some of that is our own fault. With advances in and the rapid adoption of technology, we’re able to interact with customers in different ways and places all along the customer journey. We can also agree that customer experience is more important than ever.

ROI 309

ROI Touchpoint Hotels Customer Journey 309

CX Accelerator

JANUARY 11, 2021

In the past, I’ve often chuckled upon reading about Zappos in a book or hearing the name mentioned in a keynote address as a model for customer-centricity. If you've not read his book, , Delivering Happiness: A Path to Profits, Passion, and Purpose, I highly recommend you add it to your reading list.”.

Books 266

Books Return on Investment Magazine Culture 266

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. Customer journey mapping can help your organization better understand customer needs so that you can align processes and interactions to give your customers what they want. What is a customer journey map?

Customer Journey Mapping 218

Customer Journey Mapping Customer Journey Retail E Commerce 218

CSM Magazine

APRIL 10, 2025

By automating interactions with natural, human-like conversations, businesses can not only save time but also enhance the overall customer experience. Conversational AI refers to technology (like AI-powered chatbots) that enables automated communication, mimicking human interactions through text or voice. What is Conversational AI?

E Commerce 52

E Commerce E-support Books Healthcare 52

BirdEye

DECEMBER 28, 2024

Location-specific content can help you meet diners at different stages of their decision-making process and build a relationship even before they need a restaurant booking. Online ordering is a major convenience that can help you boost your revenue even if the diner is not looking to book a table.

Social Media 97

Social Media Books Demo Events 97

TechSee

JUNE 16, 2022

Whether they need help setting up a new device or to repair a damaged product, the way in which these interactions are handled are at the heart of customer satisfaction. In addition, Jim has co-authored three books with his lifelong friend, mentor, and coach, Matt Rocco. Follow on LinkedIn. Jeff is truly obsessed with customer service.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

CloudCherry

MARCH 8, 2019

Jeanne is the author of the famous book, “Chief Customer Officer” (Jossey-Bass, 2006). The book was the first and one of its kind, at the time, to address the role of a customer leadership executive. Jeanne has over 20 years of experience into ‘Customer Experience’ as she learned early on from her father.

Chief Customer Officer 285

Chief Customer Officer 2006 Customer Experience Professionals Consulting 285

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

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

CSM Magazine

OCTOBER 29, 2024

With the growth of the gaming industry, they have evolved into complex forms of art, combining storytelling, music, design, and interactive experiences. Modern video games can be viewed as interactive galleries where players explore vast worlds crafted with artistic precision. Video games have become much more than just entertainment.

Entertainment 105

Entertainment Culture Transportation Social Media 105

InMoment XI

FEBRUARY 7, 2024

Integrated CX consolidates customer signals from a whole host of sources, including transaction history, reviews, surveys , website activity, and social interactions (among others). 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. Salesforce.

Hotels 195

Hotels Guest Experience Travel 2023 195

GetFeedback

JUNE 22, 2019

Any interaction or touchpoint with your customer should be on brand. Use the tone of voice and language that you would use in any brand materials or support interaction. Referencing a specific interaction with your brand is much more powerful than sending out a generalized survey question. 5: prompt your audience to feel.

NPS 304

NPS Net Promoter Score Feedback Brands 304

GetFeedback

JULY 19, 2019

In life, each of us interacts with people who think we’re the greatest thing ever or the least impressive thing they’ve ever seen. In our daily interactions, we get feedback — some subtle, some not-so-subtle—that indicates what people think of us and whether or not they agree with our dress choices or driving decisions.

Social Media 262

Social Media Webinar Feedback Books 262

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. Consumers are more likely to share positive interactions with companies than negative ones. As I shared in the many case studies in my latest book, Would You Do That To Your Mother?

Customer Experience 227

Customer Experience Consumers Travel Download 227

CX Accelerator

MAY 25, 2022

You can’t find the answer in the knowledge base on the company website, instruction book or the FAQs. When you do reach out, you want to know that you’re in good hands and that an answer or resolution to your issue is waiting at the end of that interaction. If you have to, this means you have a problem or an unanswered question.

2005 316

2005 2012 Social Media Contact Center 316

InMoment XI

OCTOBER 8, 2024

Customer experience improvement refers to enhancing the interactions and overall satisfaction a customer has with your business across all touchpoints. A customer experience improvement program is a structured initiative designed to enhance the interactions a customer has with a brand. What is Customer Experience Improvement?

Customer Experience 195

Customer Experience 2024 Net Promoter Score Financial 195

InMoment XI

SEPTEMBER 18, 2024

Here are the top factors that make or break a great healthcare experience: Ease of Access : Make it simple for patients to book appointments, access test results, and communicate with your team. Scheduling Issues : Limited availability or complicated booking processes can drive patients away.

Healthcare 195

Healthcare Customer Experience Touchpoint Omnichannel 195

BirdEye

JANUARY 24, 2025

Travelers now rely on social media platforms like Instagram, Facebook, and TikTok to discover and book their next trip. Increase direct bookings and reduce dependency on OTAs Third-party booking platforms and online travel agencies (OTAs) take a significant cut from each reservation.

Social Media 52

Social Media Hotels Marketing Travel 52

Calabrio

APRIL 15, 2025

See how – book a free demo today. Rising Operational Costs Every human-handled interaction costs time and money. They interact across multiple channels whether via text, the web, or in-person and expect consistent, helpful service. Limited Insight into Patient Needs Too often, patient interaction data sits in silos.

Contact Center 52

Contact Center Healthcare Engagement Demo 52

InMoment XI

MARCH 21, 2025

CI leverages artificial intelligence (AI), machine learning (ML), and natural language processing (NLP) to analyze customers interactions with your brand. For example, it can identify customers who frequently reach out to your sales team to better understand products before committing, so you can be proactive in future interactions.

Insights 195

Insights Sales Interaction Metrics 195

PeopleMetrics

FEBRUARY 11, 2025

Let's dive into Lesson #14 from my book , but with an AI twist that I never would have imagined seven years ago. Instead of just putting up posters (which, don't get me wrong, still have their place), we can now create personalized communication streams that adapt based on each department's interaction with VoC data.

Voice of Customer 77

Voice of Customer Communication 2025 2017 77

BlueOcean

OCTOBER 7, 2021

In the midst of change brought on by the last year, the data tell us people are willing to wait longer on the phone in order to have a human interaction, whereas before 2020, they might have opted for self-serve or automation when faced with long hold times. It’s simply a more human experience across the board.

Travel 218

Travel Customer Experience Call Center Books 218

InMoment XI

APRIL 3, 2024

The customer experience—how buyers feel about their collective interactions with a brand—defines and motivates customer action. But where customer experience takes every interaction into account, the digital experience focuses more specifically on those interactions that occur with digital touchpoints.

Customer Expectations 195

Customer Expectations Touchpoint Omnichannel Social Media 195