Experience Investigators by 360Connext

APRIL 28, 2015

We received a master class on the use of microinteractions to support customer experience when we at CTS Service Solutions held a team retreat at Kimpton’s Vero Beach Hotel and Spa (VBHS) awhile back. From the moment we entered the Vero Beach Hotel and Spa, we were struck by the small touches that welcomed us at seemingly every turn.

Customer Experience 296

Customer Experience Hotels Travel Customers 296

Beyond Philosophy

OCTOBER 30, 2017

Hotel chains, worried about competition from Airbnb , are rolling out these and other special experiences for their best rewards customers. And the big hotel chains are worried. I’ve stayed in their hotels many times and I like them just fine. If you travel for business, you might try to stay at one hotel chain consistently.

Hotels 127

Hotels Travel Rewards Programs Loyalty 127

Experience Investigators by 360Connext

MARCH 26, 2015

This means I jump from one brand to another. I’ve joked about how so many hotel “gyms” have at least one broken treadmill. The last several hotels have had working equipment! I’m grateful most hotels have abandoned the idea of the compact-yet-completely-useless hairdryer that pops out of the wall.

Travel 282

Travel Hotels Guest Experience Airlines 282

eglobalis

SEPTEMBER 28, 2024

Introduction: Toyota and its enhanced brand Lexus have long been recognized as global leaders in the automotive industry, not just for their reliable vehicles but also for their commitment to customer satisfaction and accountability. This erodes trust between the brand and the customer.

Automotive 469

Automotive Loyalty Return on Investment Transportation 469

InMoment XI

OCTOBER 24, 2024

Did you know that brands that invested in customer engagement saw an average revenue increase of 68%, with top-performing brands realizing a 123% increase in revenue? With acquisition costs at an all-time high, it has never been more important to engage your customers in a way that makes them lifelong fans of your brand.

Customer Engagement 195

Customer Engagement Engagement E Commerce Omnichannel 195

Experience Investigators by 360Connext

JUNE 9, 2015

EXAMPLE: Doubletree Hotels and their chocolate chip cookie. It’s a signature extra by the hotel. When you come out to inspect the work, not only does your cracked windshield look brand new, but your car looks like it just rolled off the showroom floor. They then proceed to clean the interior of your car and all of your glass.

Customer Experience 292

Customer Experience Net Promoter Score Hotels 2011 292

Experience Investigators by 360Connext

JANUARY 12, 2015

We are most likely loyal to some brand or another. Now consider the last time you talked up a brand without any reward except sharing the good news. As an example, I stayed at a hotel monthly in Birmingham, Alabama, for a while. How can we get more word-of-mouth business? Consider yourself as a loyal customer.

Loyalty 291

Loyalty Hotels Hospitality Loyalty Programs 291

Alida

MARCH 27, 2018

At Customers for Life, a recent Vision Critical event in Hong Kong, we immediately felt the grandeur, magnificent presence and ambience of the flagship Mandarin Oriental (MO) hotel in Central Hong Kong as soon as we stepped in. Mandarin Oriental Hotel Group: Not all customers are created equal. From big data to insight.

Brands 124

Brands Hotels Rewards Programs Insurance 124

Customer Bliss

MARCH 21, 2019

Be sure it’s customer-focused, not self-focused,” says Horst Schulze , Founder, Chairman & CEO of the Capella Hotel Group, and Co-founder & Former COO of The Ritz-Carlton Hotel Co. At Horst’s orientations, he encourages employees to embrace the vision of the hotel and be a part of the dream.

Hotels 192

Hotels Employee Experience Leadership Magazine 192

GetFeedback

JANUARY 19, 2020

To prepare for a recent business trip, I booked a roundtrip flight, hotel, and rental car. For example, a few hours after checking into my hotel, I got an email with this message. If I just wanted to give feedback to Expedia or the hotel, I’d probably drop out at this point. . Surveys are an example of solicited feedback.

Touchpoint 365

Touchpoint Customer Journey Measurement Social Media 365

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. It’s one of the calling cards of the brand, typically. We can also agree that customer experience is more important than ever.

ROI 309

ROI Touchpoint Hotels Customer Journey 309

ShepHyken

JANUARY 28, 2025

Brands can now integrate perks and incentives directly into their primary products and services using apps and digital platforms. 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 85

Loyalty Programs Loyalty Customer Experience Rewards Programs 85

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

InMoment XI

JULY 16, 2024

Platforms like X, Meta/Insta, YouTube, and Google shape brand perceptions and impact purchasing decisions, directly affecting your ROI. The result is a robust brand reputation , increased customer loyalty, and ultimately, improved business results. A staggering 94% of consumers avoid a business due to negative reviews.

Management 195

Management Social Media Hotels Airlines 195

InMoment XI

JULY 16, 2024

Platforms like X, Meta/Insta, YouTube, and Google shape brand perceptions and impact purchasing decisions, directly affecting your ROI. The result is a robust brand reputation , increased customer loyalty, and ultimately, improved business results. A staggering 94% of consumers avoid a business due to negative reviews.

Management 195

Management Social Media Hotels Airlines 195

InMoment XI

AUGUST 15, 2022

Retail brands’ primary objective used to be providing a great product , but as competition heats up and consumer expectations grow more complex, retailers need to find new, bolder ways to stand out from the crowd. Brands that focus only on one aspect of the experience are missing a huge opportunity. End-to-End.

Retail 397

Retail Customer Experience E Commerce Airlines 397

GetFeedback

NOVEMBER 25, 2019

Hotels: 76%. 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. Fixed-Line Telephone Service: 70%. Food Manufacturing: 82%. Full-Service Restaurants: 81%.

Customer Satisfaction 293

Customer Satisfaction Apparel Wireless Insurance 293

Experience Investigators by 360Connext

NOVEMBER 17, 2020

What about when they complete a training process or post about your brand on social media? Hotel brands sometimes thank customers for their 10th or 100th stay. It’s in the best interest of the brand, the drivers and the customers to allow for that communication cycle of gratitude. Look for milestones.

2020 372

2020 Airlines Social Media Hotels 372

Oracle

FEBRUARY 28, 2019

When it comes to omnichannel customer experience, brands are able boost sales while at the same time improving customers’ experiences at various touchpoints. ” So how can brands leverage an omnichannel approach that attracts new customers, increases individual sales, and builds a more loyal customer base? ” IKEA.

Omnichannel 106

Omnichannel Brands Customer Experience Hotels 106

InMoment XI

AUGUST 1, 2024

Customer sentiment is the emotions and attitudes expressed by customers towards a brand, product, or service. By analyzing customer sentiment, businesses can gain valuable insights into how their customers perceive their offerings and overall brand experience. Why is Customer Sentiment Important? What is a Customer Sentiment Score?

Measurement 195

Measurement Hotels Social Media Hospitality 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. Guest experience differentiates your brand. What is Guest Experience? Guest experiences impact reputation.

Guest Experience 195

Guest Experience Hospitality Hotels Travel 195

InMoment XI

JANUARY 27, 2022

New Zealand’s international border remains closed to the world until at least April 30th 2022 , with arrivals having to undergo a 14 day hotel quarantine. Whatever they choose, I can tell you with certainty that when customers have a negative experience, they develop a negative perception of the brand.

Airlines 397

Airlines Customer Experience 2022 Financial 397

Customer Bliss

OCTOBER 11, 2016

Mark’s been with Hilton since 2010 — prior to that he was with MarketBridge and PwC — and one of the most interesting aspects of this episode is walking through his career path and ascension within the Hilton brand all the way up to his global position today. Hilton is a massive global brand. Go to the hotels.

Chief Customer Officer 0

Chief Customer Officer Hospitality Travel Hotels 0

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

C3Centricity

DECEMBER 31, 2018

A New Year tradition we started here at C3Centricity back in 2011, is to share our most popular brand building strategies and posts of the year. This post shares the three lessons learnt from a personal (bad) experience with a hotel chain and its “guaranteed lowest price” promise. Your brand is not what you think it is!

2018 117

2018 Brands Customer Journey Mapping 2019 117

ShepHyken

NOVEMBER 3, 2021

My hotels have struggled this year with our service scores. In years past both of my locations were consistently in the top 30% of brands. I think you’ll agree that you don’t have to be in the hotel or hospitality industry to benefit from answering these questions. He writes: . I would love to get some service-related feedback.

Hospitality 168

Hospitality Hotels Customer Experience Feedback 168

InMoment XI

NOVEMBER 16, 2021

If you obtain customer contact information from business units, such as stores, hotels, dealerships, etc., Your CX survey represents your brand. Be your brand, upfront with your requests, and transparent. it’s important to look at sample quality at the unit level. Is the Language in Your Survey Easy for Customers To Understand?

Automotive 370

Automotive Hotels Events Social Media 370

Alida

JULY 17, 2017

Creating shared value is essential for developing an authentic brand and truly connecting with customers. Shared value between the customer and the brand is key to doing business in the future. 70% community members will re-engage with a brand to help with follow up questions #VCsummit #customer @visioncritical.

2017 172

2017 Customer Experience Hotels 2025 172

Alida

OCTOBER 18, 2016

86 percent of #GenerationZ travelers prefer to stay in hotels ( TWEET THIS STAT ). The brands that have timely and accurate understanding of Generation Z are poised to win the business of these young consumers today and in the years ahead. Compared to Millennials, they’re less likely to use Airbnb. Hard-working, bright-eyed workers.

Travel 279

Travel 2010 Fashion Hotels 279

Experience Investigators by 360Connext

OCTOBER 3, 2023

Social media monitoring: CX teams and brand leaders can monitor social media channels to see what customers talk about in relation to the brand. Facial Recognition for CX Airports, hospitals, and hotels have been testing and using facial expression recognition software with some success in recent years.

Feedback 270

Feedback Social Media Hospitality Hotels 270

CloudCherry

MARCH 14, 2019

The CX Champion Contest was all about nominating the best CX superheroes who go above and beyond their limits to surprise the customer and make them feel happy about the brand or business. She is known for her strong skills like creating brand awareness, building a brand image to a customer and strong customer relationship management.

Hospitality 236

Hospitality 2007 Insurance B2C 236

Beyond Philosophy

OCTOBER 10, 2016

For example, let’s say you went to a hotel where the experience was fine. However, you thought this particular hotel would wow you. Your feelings toward a brand create a positive or negative halo influencing your evaluation of their Customer Experience. You see, your brain associates your expectations with the McDonald’s brand.

Hotels 167

Hotels Books Rewards Programs Retail 167

Customer Bliss

AUGUST 8, 2019

Horst Schulze , Founder, Chairman & CEO of the Capella Hotel Group, and Co-founder & Former COO of The Ritz-Carlton Hotel Co. Horst knows how to lead himself and others into greatness and has grown the Ritz-Carlton Hotel Co. into a multi-billion dollar brand.

Books 143

Books Chief Customer Officer Hotels Customer Experience 143

CSM Magazine

JUNE 13, 2024

Let’s explore some of the latest trends shaping the way hotels enhance guest experiences. Hotels are leveraging technology to create these unique moments. Just imagine arriving at a hotel and finding your favorite snack waiting for you. Take the example of a boutique hotel in New York.

Hotels 52

Hotels Customer Service Guest Experience Hospitality 52

Beyond Philosophy

OCTOBER 18, 2017

The hotel mini-bar is a great example. In fact, I would wager if you asked the average hotel guest how they feel about his or her mini-bar experience, most of what you heard would be complaints. The sign also says that the hotel doesn’t understand what a Customer Experience is.

Hotels 136

Hotels Consulting Customers Webinar 136

C3Centricity

JUNE 8, 2020

Despite many books touting the need for our customers to “Love” our brands, in reality, I’m not sure that any of us want to have a deep relationship with brands. Brands that have a high following and loyalty, have found a way to consistently engage their fans and keep them coming back.

Hospitality 122

Hospitality Customer Centricity Hotels Return on Investment 122

Experience Investigators by 360Connext

APRIL 23, 2015

I was thrilled to have the opportunity to interview Amy Jackson, Senior Director of Brand Strategy and Consumer Marketing for TripIt from Concur while I was at the South By Southwest Interactive festival in Austin, Texas back in March. If you travel a bit, as I do, this app can be a lifesaver.

Social Media 218

Social Media Travel Rewards Programs Innovation 218