Retently

AUGUST 15, 2018

As for why great customer service has become so important, just consider the following: 82% of consumers are likely to leave your brand because of the service they get , not your pricing or products. Bad customer service just makes customers feel like you don’t care about them.

Customer Service 106

Customer Service Social Media Exceptional Customer Service Hotels 106

TechSee

APRIL 10, 2019

A recent report by Forrester takes this concept one step further by proving that improving customer experience in telecoms delivers a boost to all KPIs. Drive Revenue with Great Customer Experience 2017 indicates that after the auto industry and upscale hotels, telecoms has the third highest potential for increasing revenue by improving CX.

Customer Experience 154

Customer Experience Omnichannel Customer Centricity Social Media 154

ShepHyken

OCTOBER 31, 2016

13 Haunting Customer Service Statistics by Tricia Morris. Microsoft) Here are 13 haunting (and daunting) customer service statistics that are keeping brands, and especially CSRs, up at night. A Waldorf-Astoria bellman with 50 years experience shares the key to great customer service by Kathleen Elkins.

2016 125

2016 Article Customer Service Hotels 125

ShepHyken

APRIL 3, 2017

This year, attendance at several Customer Service sessions reportedly doubled from last year. My Comment: The Social Media Marketing World 2017 conference concluded just over a week ago, and one of the major tracks was the social customer care track, headed up by Dan Gingiss and Daniel Lemin. Do they have hotel experience?

2017 76

2017 Article Social Media Customer Service 76

ShepHyken

OCTOBER 27, 2017

Over the years, brands have experimented with a variety of methods to most effectively serve their customers. But when it comes to reaching your customers at exact moments on the precise channel, email and voice have failed to meet customer expectations. It’s much more than that, especially in the customer service realm.

Customer Service Strategies 89

Customer Service Strategies Blog Customer Service Hotels 89

ShepHyken

FEBRUARY 12, 2024

For example, Gen Z prefers to solve their own problems (self-service customer support), and 52% of Gen Z won’t buy from a brand with bad self-service. Our customer service and CX research confirm this. My Comment: It has never been easier to personalize an experience for your customers.

Article 75

Article 2024 Customer Service Social Media 75

transcosmos Information Systems

AUGUST 17, 2017

Gone are the days when offering a telephone customer care service would suffice, as omni-channel has shifted the business paradigm. For this reason, outsourcing companies no longer just offer phone or email customer support. Use your real-time access to your customer profile across multiple channels.

Engagement 75

Engagement E Commerce Social Media Customer Experience 75

Thematic

DECEMBER 9, 2019

After some sight-seeing we needed to get back to our hotel and we weren’t anywhere near public transport. It’s easy to imagine a 2x better experience: Only waiting a few minutes for an air-conditioned taxi with a friendly driver who knows the way to our hotel. To monitor whether customers have noticed the improvements you’ve made.

Feedback 126

Feedback 2020 Travel Voice of Customer 126

Second to None

MARCH 30, 2018

Creating a great Customer Experience can serve as a huge differentiator between your brand and the rest of the competition, but it can be very challenging to establish this level of service. When I arrived at my hotel room, I was speechless. Every brand can learn from this story. I did so immediately.

Customer Experience 112

Customer Experience Airlines Brands Voice of Customer 112

NetBase

JULY 20, 2020

Social media isn’t about brands. And it’s a place for brands to observe these interactions and connect with consumers. But they must remember one thing: Social media may provide your brand’s first and last impression, so both need to be good ones. Social media offers a huge pool of consumers ripe for brand communication.

Social Media 104

Social Media Net Promoter Score Consumers Brands 104

Currency Alliance

JUNE 1, 2020

The long break in spending habits due to Covid-19 will cause customers to re-evaluate their relationship with brands. In truth, most customers have always been deliberate, but during the past decade they developed habits to buy routinely from preferred brands (or they deliberately did not). Others have lost their jobs.

Loyalty 72

Loyalty Consumers Marketing Loyalty Programs 72

ProProfs Chat

JANUARY 30, 2020

Elaborating on this maxim, I would also like to add that unhappy customers can ruin the brand value in minutes. It takes less than a minute for an angry customer to post their bitter experiences online. And we all know, what goes online, reaches everyone and hampers the brand image as well. Customer Engagement Challenges.

Customer Engagement 136

Customer Engagement 2020 Engagement Social Media 136

Lithium

SEPTEMBER 29, 2022

Nothing seems to top off a bad travel experience than a flight getting canceled or having a hotel lose your room reservation. The frustrations of dealing with the various customer care teams aren't generally baked into their travel plans. Thankfully, Khoros’ customer Airbnb has provided a perfect game plan.

Hospitality 52

Hospitality Brands Travel Airlines 52

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. Why Should You Adopt a Proactive Customer Service Approach? .

Customer Service 101

Customer Service Social Media Customer Retention Loyalty 101

AskNicely

AUGUST 22, 2018

How many customer loyalty programs do you belong to? That’s not good news for those brands I’m signed up with, is it? customer loyalty programs and yet is only active in 3.9. You need a better way to create a loyalty program that your customers care about. I’m not even sure I know.

Loyalty Programs 60

Loyalty Programs Loyalty Feedback Net Promoter Score 60

RapportBoost

OCTOBER 7, 2018

. “Conversational platforms such as Webchat and other forms of messaging are increasing in use because customers find this type of interaction, with brands, comfortable and familiar. The responsibility of the brand to provide value and offer service excellence. More information is available at [link]. . RapportBoost.AI

Contact Center 63

Contact Center Multi-Channel Average Handle Time Hotels 63

NICE inContact

JUNE 27, 2017

With so many high-end hotel and accommodation options vying for customers these days, the guest experience has never been more critical. Great communication and attention to customer journey goes much farther in garnering return guests and brand loyalty. Centralize and simplify.

Omnichannel 48

Omnichannel Contact Center Guest Experience Hospitality 48

Provide Support

JUNE 6, 2017

The way your employees feel is the way your customers will feel. And if your employees don’t feel valued, neither will your customers. Companies like Zappos, Southwest Airlines and Ritz-Carlton Hotels have one thing in common – they are worldwide famous for providing excellent customer service and having friendly employees.

2003 65

2003 Customer Service 2017 Airlines 65

Interactions

NOVEMBER 4, 2021

Or imagine calling a brand only to have an automated system that could not understand what you’re saying. Some brands argue that self-service isn’t through voice or chat channels at all, but rather through website applications. An example of this would be booking a hotel online versus calling the hotel directly to book it.

Omnichannel 62

Omnichannel Hotels Definition Books 62

Clarabridge

OCTOBER 23, 2015

It’s the customer who determines when and how they reach out to a brand. You probably already noticed that the quality of customer service varies greatly by industry. These days, being able to quickly problem-solve issues and respond to customers who are dissatisfied with a service or product makes or breaks your business.

Customer Service 64

Customer Service Transportation Social Media Hospitality 64

CSM Magazine

OCTOBER 5, 2020

Customer Service & Experience USA 2020 (November 17-18th) brings together an unrivalled list of senior customer service leaders from the world’s most powerful and innovative brands. In celebration of our 10th anniversary, we are bringing our most senior line-up yet. Register for your free pass now and join us November 17th.

2020 52

2020 Customer Service Hotels Contact Center 52

ShepHyken

JANUARY 8, 2018

5 Strategies for Delivering a Seamless Customer Experience by ShaDrena Simon. iQmetrix) A seamless omnichannel experience means that whether online or offline, your customer sees the same branding, structure, values, and tone. My Comment: This short article has five good ideas to consider. My Comment: The future is here!

2018 0

2018 Article Customer Service Contact Center 0

ShepHyken

NOVEMBER 14, 2017

About: Joey Coleman helps companies keep their customers. An award-winning speaker, he works with organizations around the world ranging from small startups to major brands such as Deloitte, Hyatt Hotels, Zappos, and NASA. He is co-host of the “Experience This” podcast with customer thought leader, Dan Gingiss.

Social Media 74

Social Media Hotels Books 2018 74

ijgolding

JULY 18, 2018

Already listed as the top pan-European customer service conference to attend in 2018, the summit will take place on 18th and 19th September at the Grange Tower Bridge Hotel. So, after 8 years of successful meetings in the US, why are they bringing the event to London and does Europe really need a customer service event?

Events 49

Events Customer Service Customer Experience Customer Care 49

LiveChat

JULY 10, 2015

Some people think that customer loyalty is a relic of the past. Too many companies offer way too many products to stay loyal to one brand. You can come out with the most brilliant idea of bonding customers to your brand, but if you forget about basics, it’s not going to work out. Times have changed. Start from the basics.

Loyalty 77

Loyalty Loyalty Programs 2004 Airlines 77

NICE inContact

SEPTEMBER 13, 2017

For hospitality leaders like Carlson Rezidor, this last push of the season brings high volumes of reservations across its properties along with high expectations for exceptional customer experiences. hotel occupancy during summer months, especially since 25% of Americans planned Labor Day travel in 2017.

Contact Center 49

Contact Center Customer Experience Hospitality Hotels 49

NICE inContact

SEPTEMBER 13, 2017

For hospitality leaders like Carlson Rezidor, this last push of the season brings high volumes of reservations across its properties along with high expectations for exceptional customer experiences. hotel occupancy during summer months, especially since 25% of Americans planned Labor Day travel in 2017.

Contact Center 48

Contact Center Customer Experience Hospitality Hotels 48

LiveChat

JULY 10, 2015

Some people think that customer loyalty is a relic of the past. Too many companies offer way too many products to stay loyal to one brand. You can come out with the most brilliant idea of bonding customers to your brand, but if you forget about basics, it’s not going to work out. Times have changed. Start from the basics.

Loyalty 74

Loyalty Loyalty Programs 2004 Airlines 74

CX Journey

JANUARY 11, 2018

Today’s savvy consumers have a variety of options when it comes to engaging with your brand. From desktop and laptop computers to tablets and smartphones and even brick and mortar stores, the customer journey is more complicated than ever. According to Google , 98% of Americans switch between devices in the same day.

Omnichannel 58

Omnichannel Communication 2009 Social Media 58

BirdEye

NOVEMBER 27, 2023

Difficult customers often become your loudest cheerleaders when you perform to their high standards. Dealing with difficult customers helps you in many other ways, like: Customer retention: Addressing issues keeps valuable customers from leaving. Loyalty building: Effective resolution fosters customer loyalty.

Social Media 110

Social Media Customer Service Representative Customer Centricity Customer Satisfaction 110

ReviewTrackers

JULY 17, 2017

Online brands with an app counterpart encourage users to explore their company via mobile devices simply by offering an app. No longer are we limited to our personal acquaintances to get the 411 about a brand. Chances are, someone at some point has buzzed about your brand on the Internet. Now, we whip out the smartphone.

Customer Experience 112

Customer Experience Social Media 2013 Consumers 112

SurveySensum

JULY 14, 2020

Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. It is now considered to be the key brand differentiator and a critical factor for your brand’s success and revenue growth. LinkedIn : [link] /. Website : [link].

2020 132

2020 Customer Experience Magazine Consulting 132

ShepHyken

NOVEMBER 10, 2017

Known as ixibaba, the live chat helps travelers plan a trip through live conversation, allowing them to find the best flights, hotels, and transportation. 3. Provides a seamless customer on-boarding experience. Promising travel search marketplace, ixigo, uses the power of live chat to solve traveler queries around the clock.

Customer Journey 74

Customer Journey Blog Fashion E Commerce 74

COPC

DECEMBER 1, 2016

Our first industry focus is the customer experience in travel and hospitality, including the customer care experience, the purchase experience, and customer loyalty. Other webinar guests are Hui Wu-Curtis of Choice Hotels and Christian Aune of Marriott, who will share how their brands are better serving their customers.

Travel 40

Travel Webinar Hospitality Hotels 40

NetBase

NOVEMBER 21, 2018

But what changes can hotel brands expect moving forward, and how can they avoid disruption by innovative competitors? The NetBase 2018 Social Intelligence Report: Hotels has all the insights! We talk about a few others – as well as where hotels have the upper hand – in the report. What does that mean for hotel brands?

Hospitality 43

Hospitality Insights Hotels Travel 43

CSM Magazine

AUGUST 22, 2019

The customer service department is too often referred to as “just a cost center”. As experience overtakes price and product as a key brand differentiator, customer service is being recognized as the face of, and driver for, organization-wide strategy. The board includes: EVP, Global Customer Care, Mastercard.

Customer Service Strategies 40

Customer Service Strategies Customer Service Airlines Chief Customer Officer 40

COPC

FEBRUARY 22, 2019

Despite the fact that virtually every organization in existence has an entire department dedicated to customer care, the global community of customer care leaders is a small and familiar group of folks. Turnout (for Execs In The Know events) averages right around 170 attendees, mostly made up of brand partners.

Events 40

Events Culture Hospitality Hotels 40