InMoment XI

JULY 26, 2024

Brand reputation has become increasingly important in the digital age, one bad review or negative comment can spread like wildfire, potentially tarnishing your brand’s image. Brand Image: Managing negative feedback and highlighting positive experiences helps to build a favorable brand image.

Brands 195

Brands Management Social Media E Commerce 195

BirdEye

NOVEMBER 30, 2023

The travel industry has undergone remarkable transformation over the past few years. While online bookings are still popular, curated travel experiences are also gaining traction. Travelers are increasingly seeking off-beat destinations with guided tours. How do you market your travel agency?

Travel 110

Travel Marketing Social Media Hotels 110

InMoment XI

NOVEMBER 16, 2023

The workshop gathered professionals from diverse sectors such as retail, travel, services, grocery, and healthcare. The customers – what they take away from all their encounters with your brand, the signals they are looking for, and what they expect?

Workshop 447

Workshop 2023 Healthcare Travel 447

Experience Investigators by 360Connext

DECEMBER 15, 2014

” These might not actually be their brand advocates , or even those who take the time to express any appreciation for good service. Flyers who pay full-fare and travel several times per week are invited to enjoy special perks such as chauffeured rides to the airport and private check-ins. Herein lies the rub. Welcome everybody.

Loyalty Programs 268

Loyalty Programs Airlines Social Media Loyalty 268

InMoment XI

FEBRUARY 7, 2024

Out of nowhere, citizens were flocking in droves to distant lands, as travel by plane, sea, and car surged. The coming year is no exception, as consumers across the globe plan to make travel a priority, despite ongoing economic uncertainty. What’s more, they expect brands to adapt to as their needs and expectations inevitably evolve.

Hotels 195

Hotels Guest Experience Travel 2023 195

Alida

OCTOBER 18, 2016

Comfort-seeking travelers. Beachy vacations’ top the wish list of #GenerationZ travelers ( TWEET THIS INSIGHT ). 86 percent of #GenerationZ travelers prefer to stay in hotels ( TWEET THIS STAT ). While 24 percent of Millennials like to use Airbnb, only 12 percent of #GenerationZ travelers prefer it ( TWEET THIS STAT ).

Travel 279

Travel 2010 Fashion Hotels 279

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. Vocal customers offer valuable ideas.

Social Media 218

Social Media Travel Rewards Programs Innovation 218

InMoment XI

JANUARY 27, 2022

In April 2021 however, New Zealand entered into a quarantine free travel agreement with Australia leading to a surge of flight bookings throughout 2021 and into 2022. Unfortunately, due to the rise of the Delta variant, this quarantine free travel agreement was short lived.

Airlines 397

Airlines Customer Experience 2022 Financial 397

InMoment XI

JANUARY 17, 2024

With today’s travelers raising their expectations while being exposed to a seemingly unlimited number of hospitality solutions, it is critical that operators deliver experiences that reflect the lives of their customers. Guest experience differentiates your brand. What is Guest Experience? Guest experiences impact reputation.

Guest Experience 195

Guest Experience Hospitality Hotels Travel 195

ShepHyken

JULY 1, 2022

He writes about the impact on the customer experience that metaverse will have on the travel industry and how customers and brands will navigate the new developments. Customer service in the travel industry begins when a person reveals an interest to explore and decides to travel. Metaverse in Travel Industry.

Airlines 80

Airlines Travel Hotels E Commerce 80

GetFeedback

JUNE 12, 2019

The short answer: Customer experience (CX) is a term used to define all interactions that a customer has with your brand. I want to emphasize that the term customer experience encompasses all interactions, across all touchpoints of a customer’s journey and relationship with your brand. Let’s get started.

User Experience 329

User Experience Customer Experience Reference Interaction 329

Experience Investigators by 360Connext

APRIL 28, 2015

More striking was the Kimpton brand sign. Many hotel brands are cognizant of the importance of first impressions. Kimpton understands the important place that pets have in many of their guests’ lives, particularly dog owners who travel with their dogs. Their lobbies are often well-designed and include special touches.

Customer Experience 296

Customer Experience Hotels Travel Customers 296

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. Opportunities.

Chief Customer Officer 0

Chief Customer Officer Hospitality Travel Hotels 0

InMoment XI

JULY 13, 2023

The key is in adapting your perspective to see these adjustments as a fine tuning rather than a complete abandonment of the preexisting travel plan. There was also emphasis on fostering a culture of ongoing learning and improvement.

Consumers 369

Consumers Financial Competitive Advantage Customer Centricity 369

Experience Investigators by 360Connext

APRIL 27, 2021

Consider what customer-centric brands are doing to earn customer loyalty. Travel your customer journey , and look for quick fixes. Maybe there is great brand marketing before the sale but lackluster customer communications following the purchase. Don’t stop with just your industry. Stay in touch with trends and predictions.

Customer Experience 291

Customer Experience Customer Journey Mapping Culture Customer Journey 291

GetFeedback

FEBRUARY 15, 2019

A customer who has a positive experience with a company is more likely to remain loyal to that brand, even going as far as to advocate for it online or offline. With the prevalence of social media, customer reviews travel quick and have a broader audience. Isn’t that the same as customer service? Not exactly.

Customer Experience 322

Customer Experience Net Promoter Score Social Media Feedback 322

Experience Investigators by 360Connext

NOVEMBER 17, 2020

Employees wrote and tied hand-written thank you notes to baggage that travelers collected after their flight. 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. Ways a brand has thanked you as a customer.

Airlines 372

Airlines 2020 Social Media Hotels 372

Customer Bliss

JUNE 6, 2018

Within his role, Eric now owns the VoC programs, CX and brand activation team, and the Gold Plus Rewards loyalty program. You have to win on service and experience, especially considering business travelers. How do they feel about the brand? Eric knew that changes had to be integrated into the culture and employee experience.

Employee Experience 221

Employee Experience Culture Loyalty Travel 221

GetFeedback

NOVEMBER 25, 2019

Internet Travel Services: 78%. 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. Internet Investment Services: 79%. Internet News and Opinion: 75%.

Customer Satisfaction 293

Customer Satisfaction Apparel Insurance Wireless 293

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. Here are 3 major findings that I want you to share with you from this comprehensive research: 8/10 Gen Z’ers Are Willing to Give Brands Another Chance. We know you don’t want that to happen.

Customer Experience 227

Customer Experience Consumers Travel Download 227

Beyond Philosophy

MAY 30, 2020

Instead, cruise lines went to extremes to make the journey more enjoyable than an airplane and created a whole new industry for holidays and travel. The post The Dark Art of Creating Magic in Brands appeared first on CX Consulting. We will do more of what we did during the crisis and less of what we didn’t do during it.

Brands 114

Brands Airlines Books Consulting 114

CloudCherry

JULY 10, 2019

You will also have access to what other customers are saying about the product, and from these reviews, you can gauge how well-received/trustworthy the brand is. Brands should offer detailed user guides and feature descriptions, along with a set of frequently asked questions to their users. Customer feedback.

Customer Service 231

Customer Service Customer Experience E Commerce E-support 231

GetFeedback

JANUARY 19, 2020

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. . But you’re missing a huge opportunity if you don’t figure out why some potential prospects never contact your brand. Best Metric: CSAT.

Touchpoint 365

Touchpoint Customer Journey Measurement Social Media 365

Inbenta

JANUARY 30, 2020

Today’s travelers no longer go to their local travel agent in order to book their trips, they are more and more connected and digitally savvy, doing all their research online. “64% of travelers and 80% of business users expect travel companies to respond to them in real time.” ” (Salesforce).

Tourism 121

Tourism Travel Multi-Channel Books 121

Experience Investigators by 360Connext

APRIL 13, 2021

Interviewing customers, former customers, and almost-customers is a great way to really listen to the people who actually traveled through the customer journey. Some leaders are intimidated by the idea of contacting customers who left the brand after an unresolved incident or those who are active customers. I love talking to customers!

Customer Journey Mapping 291

Customer Journey Mapping Customer Journey Feedback Brands 291

BirdEye

NOVEMBER 15, 2023

But what happens when those words travel at the speed of the internet? When shoppers express their love for your brand online, they’re not just speaking to friends; they’re announcing to the world that you are the best in the business. We’ve all heard it before: word-of-mouth can make or break a business. Let’s dive in.

Retail 111

Retail Brands E Commerce Demo 111

BlueOcean

JULY 20, 2023

Yes, there’ll be travel and calendars to coordinate. Assuming you don’t want to go through the same old RFP process every couple of years, in-person vendor pitch sessions provide the needed time and interaction to build trust, get to know each other, and more intimately understand each other’s business model, brand, and culture.

Contact Center 294

Contact Center Travel 2020 Culture 294

Customer Bliss

AUGUST 3, 2017

Forrester recently released their US 2017 Customer Experience Index , which goes through data from 120,000 online consumers to rank 300 brands across 21 industries. Forrester is a very-vetted research brand, but it’s important to understand the ecosystem here. Twice as many brand scores fell as rose, and losses outpaced gains.

Customer Experience 236

Customer Experience 2008 2017 2016 236

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

Customer Bliss

MARCH 28, 2017

She began by selling travel insurance. That’s 12 years of 250,000+ travelers moving through daily. Most employees in an airport don’t work for the same company, but travelers don’t think about it that way. They want travelers to understand the rich history of San Antonio when they arrive.

Customer Experience 183

Customer Experience Travel Touchpoint Hospitality 183

InMoment XI

OCTOBER 19, 2021

Not that long ago, if we wanted to know what a customer thought, how they felt about interacting with your brand (website, store, call center, etc.), We also ask questions we should know the answer to, like “did you travel with us in the last 30 days?” The Humble Beginnings of Surveys. or how loyal they are to you, we had to ask them.

Customer Experience 370

Customer Experience Social Media Call Center Metrics 370

Experience Investigators by 360Connext

APRIL 28, 2020

Did you deliver on the promises your brand made? Brands that are actively promising safety measures, for example, are building on trust when customers see those measures are part of the experience, not just talk. A lot of travelers rely on the consistent experience of McDonald’s or Starbucks. Around delivery times.

Customer Journey 225

Customer Journey Measurement Customers Brands 225

TechSee

OCTOBER 7, 2024

Cost Savings and Sustainability Impact Visual intelligence reduces the need for technician dispatches, trimming operational costs while also lowering carbon emissions associated with travel. This dual focus on operational excellence and sustainability impact drives deeper customer connections and promotes brand loyalty.

ROI 124

ROI White Paper Travel Return on Investment 124

CX Accelerator

OCTOBER 26, 2019

I recently attended a seminar where Dever explained that customers who have emotional affinity with a product or brand consider that product or brand essential to their daily lives. Others collect travel experiences, dolls, toys, electronics, video games. All humans like to collect.

Customer Service 182

Customer Service Seminar Travel Customers 182

CX Accelerator

OCTOBER 26, 2019

I recently attended a seminar where Dever explained that customers who have emotional affinity with a product or brand consider that product or brand essential to their daily lives. Others collect travel experiences, dolls, toys, electronics, video games. All humans like to collect.

Customer Service 182

Customer Service Seminar Travel Customers 182

Engine Insights

JANUARY 27, 2022

When it comes to brand communication and marketing, creative efforts and strategy can often feel like a shot in the dark. With engagement metrics and insight, you can better position your brands and create effective messaging to propel your brand forward.

Travel 87

Travel Consumers 2022 Metrics 87

InMoment XI

FEBRUARY 15, 2022

During the unpredictable lockdown, retail brands were forced to transform their in-person experiences to digital ones. Of course, customers would rather not wait to change in a stall or travel all the way to a store, but the real kicker is that virtual try-on actually minimizes a lot of risk for them.

Retail 195

Retail Consumers Social Media 2022 195