InMoment XI

NOVEMBER 7, 2024

This allows your brand to keep up with customer expectations 24/7. At scale, this will improve your overall satisfaction and customer loyalty. Hospitality: Sending personalized booking confirmations and pre-arrival checklists for a smoother guest experience.

Customer Experience 195

Customer Experience 2024 E-support Touchpoint 195

Customer Bliss

MARCH 5, 2019

Ah, the hospital gown. They work at understanding the emotions that are native to certain customer experiences, such as wearing that gown at a hospital or doctor visit. 2 Best-in-Class Brands That Design with Emotions in Mind. Click here to learn more about the course and enroll. .

Innovation 221

Innovation Loyalty Chief Customer Officer Hospitality 221

InMoment XI

JANUARY 18, 2022

InMoment’s Strategic Insights Team collected data from both consumers and employees of brands across North America from 11 different industries including retail, financial services, entertainment, grocery, healthcare, hospitality, insurance, restaurants, and more. How can brands meet their needs?

2022 370

2022 Measurement Entertainment Hospitality 370

Customer Bliss

JUNE 6, 2018

This is one of the many questions that Eric Smuda , VP of Customer Experience & Loyalty of Hertz car rental service had to ask when he joined the company to transform customer and employee experience. Within his role, Eric now owns the VoC programs, CX and brand activation team, and the Gold Plus Rewards loyalty program.

Employee Experience 221

Employee Experience Culture Loyalty Travel 221

C3Centricity

JUNE 8, 2020

After all, the hospitality industry should be highly customer centric, as it relies on satisfying its guests. However, it can learn a lot from consumer packaged goods (FMCG/CPG), as I shared with industry experts at a Faculty Day of one of the leading hospitality schools in Switzerland. Brand #Marketing #Engagement Click To Tweet.

Hospitality 122

Hospitality Customer Centricity Hotels Return on Investment 122

Customer Bliss

OCTOBER 11, 2016

Mark Weinstein is the Senior Vice President of Customer Engagement, Loyalty and Partnerships for Hilton Worldwide. Mark leads Hilton’s customer strategy as SVP and global head of loyalty & partnerships. Power-winning guest loyalty program. He leads a global portfolio of Hilton HHonors co-branded credit cards.

Chief Customer Officer 0

Chief Customer Officer Hospitality Travel Hotels 0

InMoment XI

OCTOBER 31, 2024

Your call center plays a huge role in your brand reputation. Net Promoter Score (NPS) If a customer is loyal to your brand, they have likely had a positive experience with your call center, too. The Net Promoter Score (NPS) metric measures loyalty by asking customers how likely they are to recommend your business to others.

Call Center 195

Call Center Metrics Contact Center Customer Service 195

InMoment XI

JANUARY 17, 2024

In the dynamic world of hospitality, the ability to manage and enhance the guest experience often spells the difference between those who win and those who get left behind. With the prevalence of online reviews and social media, managing and enhancing guest experiences is crucial to maintaining a positive brand image.

Guest Experience 195

Guest Experience Hospitality Hotels Travel 195

InMoment XI

OCTOBER 17, 2024

With the help of the tried-and-tested customer feedback questionnaire, businesses can take the first step toward boosting satisfaction, retention, and brand reputation. For instance, a customer satisfaction survey presents a list of specific questions to customers to gauge their satisfaction levels with your brand.

Feedback 195

Feedback Insights Customers Banking 195

Retently

NOVEMBER 29, 2024

A first impression survey is a short, targeted questionnaire designed to capture those immediate thoughts and feelings customers or users have after interacting with your brand, product, or service for the first time. Research shows that customers form opinions about a brand in as little as 50 milliseconds , that’s barely a blink!

Events 120

Events Feedback Interaction E-support 120

GetFeedback

NOVEMBER 25, 2019

Hospitals: 76%. Learn how to use the CSAT metric, boost loyalty, and prove the ROI of your efforts. One more thing— We recently partnered with TEDx Speaker and CX expert Jeannie Walters to launch a webinar where we discussed how leading brands are measuring CSAT and using these insights to improve the customer experience.

Customer Satisfaction 293

Customer Satisfaction Apparel Wireless Insurance 293

Experience Investigators by 360Connext

MAY 4, 2015

The conference attracted some of the biggest names in customer centricity from all over the retail, hospitality, and financial service industries. Why is this such bad news for your brand? You’ve built a brand and a reputation around your in-store experience. And I think this is typical of how most view the customer experience.

Customer Experience 280

Customer Experience Customer Journey Mapping Retail Hospitality 280

Up Your Service

MAY 3, 2017

This post makes the same point, but for the travel and hospitality – one of the most traditional “service” industries on the planet. Read on… Customer loyalty is a powerful marketing force that travel and hospitality businesses are always chasing. Turning loyalty members into evangelists.

Hospitality 74

Hospitality Travel Brands Airlines 74

InMoment XI

AUGUST 1, 2024

Customer sentiment is the emotions and attitudes expressed by customers towards a brand, product, or service. It includes both positive and negative feelings, like satisfaction, frustration, loyalty, and disappointment. Understanding how customers feel about your brand can help you identify strengths and areas for improvement.

Measurement 195

Measurement Hotels Social Media Hospitality 195

Experience Investigators by 360Connext

NOVEMBER 20, 2014

Companies like Cisco, Novartis, and Estee Lauder, and associations like American Hospital Association, Global Workspace Association, and the Professional Beauty Association are using DoubleDutch at meetings and conferences worldwide.

Customer Experience 302

Customer Experience Chief Customer Officer Events 2003 302

Experience Investigators by 360Connext

SEPTEMBER 22, 2014

The term advocate is used a lot when referring to kids in the court system, patients in hospitals, and others who can’t necessarily stand up for themselves. It’s easy to think of these big brands as nameless, faceless corporations. If there is one way to create a better customer experience, it’s this: Advocate.

Hospitality 251

Hospitality Social Media Consulting Leadership 251

InMoment XI

OCTOBER 3, 2024

This is a key indicator of your organization’s customer loyalty and success in building lasting customer relationships. Customer retention is important because the longer a customer stays with your brand, the higher their average purchase is. Stay True to Your Brand Consistency is key to building trust and loyalty with your customers.

Customer Retention 195

Customer Retention 2024 Guest Experience Loyalty Programs 195

InMoment XI

FEBRUARY 2, 2024

The event brought in senior leadership from analytics, CX, insights, and VoC programs from 44 different brands, all with the common goal: sharing how integrated CX is making groundbreaking changes to their companies, customer experiences, and the market as a whole.

Hospitality 195

Hospitality Call Center Retail NPS 195

InMoment XI

JUNE 7, 2024

With these stakes in mind, your hotel reputation management strategy must be an integral part of your business strategy to keep your hotel competitive with the top brands. Moreover, your reputation directly impacts brand loyalty and repeat business in an industry where word-of-mouth recommendations carry significant weight.

Hotels 195

Hotels Management Social Media Hospitality 195

BirdEye

FEBRUARY 4, 2025

But here’s the catch: Reputation management isnt just about tracking online reviewsits about taking control of your brands online reputation across digital channels. Bottom line up front Your brand's online reputation is a business asset. Bottom line up front Your brand's online reputation is a business asset.

Brands 52

Brands Management Multi-Channel Social Media 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

ShepHyken

JUNE 10, 2016

This week on our Friends on Friday guest blog post my colleague, Benny Tjia shares lessons learned from the hospitality industry about creating a customer focused culture. I agree that the hospitality industry seems to be the perfect place to find excellent examples of good (and bad) business practices as well as examples of customer service.

Hospitality 81

Hospitality Blog Hotels Customer Service 81

Experience Investigators by 360Connext

OCTOBER 3, 2023

Surveys can certainly help us see patterns around satisfaction, loyalty, and other key performance indicators—but customers are getting tired of them. Social media monitoring: CX teams and brand leaders can monitor social media channels to see what customers talk about in relation to the brand. And I’d bet your team is, too!)

Feedback 270

Feedback Social Media Hotels Hospitality 270

Experience Investigators by 360Connext

MARCH 16, 2015

Jeannie will be leading a roundtable discussion about understanding microinteractions and how they can lead to increased loyalty, brand advocacy, and an overall improved customer experience. . More special events this month: Customer Experience Summit Chicago. March 17th & 18th.

Events 223

Events Customer Experience Webinar Telecommunications 223

Very Best Service

FEBRUARY 8, 2025

Certain industries have harnessed the power of social customer service more effectively than others, leveraging it to enhance customer satisfaction and loyalty. This proactive approach not only addresses immediate concerns but also fosters customer loyalty in a highly competitive market.

Customer Service 52

Customer Service Social Media Healthcare Hospitality 52

Thematic

OCTOBER 30, 2024

It doesn’t matter what industry you’re in – customer experience (CX) is a critical component of customer acquisition, retention, and loyalty. Voice of the customer (VoC) involves collecting and analyzing customer feedback about their experiences, needs, and preferences regarding your products, services, or brand.

Voice of Customer 62

Voice of Customer Insights E Commerce E-support 62

CSM Magazine

FEBRUARY 6, 2025

Networking Opportunities: Programs featuring connections with alumni in industries known for customer service (like retail, hospitality, or healthcare) can provide career advantages. They emphasize hospitality management, making this program ideal for those pursuing customer service in sectors demanding exceptional attention to detail.

Customer Centricity 52

Customer Centricity Leadership Hospitality Healthcare 52

ShepHyken

JANUARY 25, 2021

It’s prime time for retailers to grow an Amazon-level loyalty program by Tom Caporaso. My Comment: Here’s a great article about customer loyalty. Some loyalty programs are actually marketing programs. Some loyalty programs create emotional connections.

2021 163

2021 Article Customer Service Guest Experience 163

NetBase

MAY 15, 2020

Brands recognizing their importance with funding PPE (personal protective equipment) or other gear, are also realizing that broadcasting the good they’re doing is really all they can do right now. Brands are seeing the opportunity to help, and many are answering the call. Brands Making Month-long Efforts. Let’s check it out!

Brands 98

Brands Healthcare Hospitality Transportation 98

Interactions

MAY 20, 2021

However, it’s impossible to know what these brands should expect. Not to mention, as consumers flock back to their regular vacation plans, brands have a key opportunity to create lasting loyalty for years to come. We put together three best practices to help guide brands as they navigate this transition period. .

Hospitality 62

Hospitality Travel Brands Average Handle Time 62

CSM Magazine

MARCH 28, 2025

Also, hospitality culture is ingrained into the casino industry. Online casinos have their own version of this, with loyalty or VIP programmes that reward players with personalised experiences on their site. Employees are trained to provide attentive service thats friendly and have positive interactions with customers.

2029 52

2029 Customer Service Exceptional Customer Service Hospitality 52

Experience Investigators by 360Connext

SEPTEMBER 2, 2020

How Do Great Brands Deliver a Consistent Customer Experience? Some brands deliver consistently delightful experiences for customers like magic. Other brands seem to base the experience on which employee answers the call. How can some brands get it so right, so consistently? What’s our Brand Promise?

Airlines 214

Airlines Brands Hotels Apparel 214

InMoment XI

OCTOBER 4, 2024

It’s a journey encompassing every point of interaction with your brand, from the initial awareness to leaving an online review. Customer Experience (CX) is the overall perception someone has of your brand based on their thoughts and feelings after each interaction with your business.

Customer Experience Management 195

Customer Experience Management Customer Experience Management 2024 195

BirdEye

APRIL 1, 2025

Today, hotel review management is no longer a reactive taskits a strategic, revenue-driving function that directly impacts occupancy, guest loyalty, and long-term profitability. Its online reviews , the most powerful and public reflection of your hospitality. This is no longer a once-a-week task.

Hotels 52

Hotels 2025 Books Management 52

Happy or Not

NOVEMBER 13, 2024

JACK & JONES: elevating customer satisfaction by 35% JACK & JONES, a renowned menswear retailer, sought to elevate customer experience and boost customer loyalty by implementing HappyOrNot’s real-time feedback system across their Finnish stores. Read the full case study here 4.

Customer Service 36

Customer Service Hospitality Customer Centricity Sports 36

Currency Alliance

JANUARY 18, 2021

It’s time for hotel operators to re-evaluate how well their ace in the hole – their loyalty program – is enabling every function of their business to deliver more value. Here are three predictions of how loyalty programs must evolve in hospitality. Yet like many hotels, most hotel loyalty programs are homogenous.

Hospitality 52

Hospitality Loyalty Hotels Loyalty Programs 52

GetFeedback

JANUARY 21, 2019

Without knowing what your customers want, it’s impossible to develop valuable content that generates brand loyalty and business leads. This is particularly true for certain verticals such as healthcare, hospitality, retail, and travel. A successful content marketing strategy relies on good customer feedback.

Marketing 210

Marketing Healthcare Webinar Blog 210