Experience Investigators by 360Connext

JUNE 1, 2015

Our CEO Jeannie Walters spoke about the importance of establishing core values and communicating them throughout the organization. Core value #6 is communicated to everyone who sees, touches, and interacts with the package. This reminded me of our #cxwebinar from May, which was just a few days before. Coincidence?) It’s free!).

Brands 234

Brands 2015 Roadmap Retail 234

Customer Bliss

MAY 23, 2018

She started off doing customer service work for CUC Travel before it became Cendant Travel, and loved the work. What does the communication look like? Some process improvements referred to how communication changes could help them understand how to react to customers faster. What was it like to make a purchase?

Sports 197

Sports Customer Experience E Commerce Travel 197

Customer Bliss

MAY 31, 2016

In June 2015 Future Travel Experience named Curtis as one of 25 global innovation leaders in the airline industry. You can connect with him on LinkedIn, as well. Prove your points and connect them to ROI. He has an undergraduate degree in English from Brown University and a master’s degree in writing from Johns Hopkins.

Airlines 158

Airlines Customer Experience Insurance 2015 158

BirdEye

JANUARY 24, 2025

But it’s not just about showcasing your property; social media is now most travelers’ primary source of travel inspiration. According to an American Express study, 75% of travelers turn to social media to research and find inspiration for their next trip, surpassing even recommendations from friends and family.

Social Media 52

Social Media Hotels Marketing Travel 52

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. These include online travel agencies (OTAs), social media, mobile apps, and brand websites.

Guest Experience 195

Guest Experience Hospitality Hotels Travel 195

Customer Bliss

AUGUST 3, 2017

There’s been tons of research on the connection between emotions and customer experience/marketing, including this work from Northwestern in 2008. Harvard Business Review even has this headline from last year: “An Emotional Connection Matters More Than Customer Satisfaction.” ” This certainly makes sense to me.

Customer Experience 236

Customer Experience 2008 2017 2016 236

Experience Investigators by 360Connext

FEBRUARY 11, 2015

Our original content deadlines for our own content, like ebooks, were the deadlines we gladly pushed to the side when client work was too intense or speaking travel schedules became too demanding. The team brushed them off and updated them.). When Google kills what they see as “projects” like authorship, we have to adapt quickly.

Marketing 233

Marketing Social Media Blog Webinar 233

Customers That Stick

DECEMBER 18, 2014

I now represent Magical Travel, an agency which specializes in selling Disney vacations. My first full-time job as a public school teacher was no different; communication is the key to success. book, movie, sporting event, relationship, travel). After our first family trip to Walt Disney World, I was hooked! False Dichotomy.

Customer Experience 162

Customer Experience Travel Sports Social Media 162

CSM Magazine

DECEMBER 20, 2024

The popularity of eSIM technology has grown rapidly, offering users convenience, flexibility, and seamless connectivity without the need for a physical SIM card. Whether you are a frequent traveler, a business professional, or a casual user, having access to reliable support can make or break your experience with an eSIM provider.

Travel 52

Travel Connections Customers Technology 52

BlueOcean

JULY 20, 2023

Let’s explore when and how it makes good business sense to connect with your prospective partners at each stage of the RFP process. Establish the Rules of Engagement: parameters around communication, expectation on timelines and what slippage/remediation might look like. Yes, there’ll be travel and calendars to coordinate.

Contact Center 294

Contact Center Travel 2020 Culture 294

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

CSM Magazine

OCTOBER 30, 2024

Communicate Clearly and Concisely Why it matters: Clear communication reduces misunderstandings and builds trust. Show Empathy and Understanding Why it matters: Empathy helps in building a connection and can defuse potential frustrations. How to do it: Avoid jargon: Use simple language that’s easy to understand.

Customer Service 52

Customer Service Seminar Exceptional Customer Service Workshop 52

CSM Magazine

MARCH 19, 2025

Providing exceptional customer support requires clear and accurate communication, yet language barriers often stand in the way. AI translation bridges this gap, allowing businesses to communicate with customers seamlessly. This helps customer support teams make informed decisions and improve overall communication effectiveness.

E Commerce 59

E Commerce E-support 2030 Competitive Advantage 59

TechSee

AUGUST 17, 2023

Here are eight ways a remote video platform can achieve this: Real-time remote assistance: Field service technicians can connect with experts or senior colleagues in real time through the video platform. This minimizes the need for unnecessary travel and allows for preliminary assessments before deciding if an on-site visit is required.

Travel 205

Travel Document Customer Satisfaction Communication 205

Beyond Philosophy

FEBRUARY 27, 2017

And frequent travelers will be able to put their elite membership status on hold rather than lose it when they take a break from travel. Frequent travelers told us they want more flexibility while less frequent travelers want to be able to use their Points in more ways and more quickly.”. Start by engaging the employees.

Rewards Programs 133

Rewards Programs Hotels Travel Chief Customer Officer 133

Beyond Philosophy

FEBRUARY 22, 2018

For years, Apple has distinguished itself as a company that knows how to build an emotional connection with its customers. Because of that connection, Apple claims legions of loyal fans. Poor Communication Leads to Unhappy Customers. In my view, the real problem was Apple’s lack of communication.

Travel 130

Travel Fashion Customers Communication 130

Maru Group

APRIL 3, 2025

The continued rise in costs, something were unlikely to see the back of as the United States tariffs take their effect, are also doing little to dampen consumers desires for new experiences such as travel. In the travel sector, a preference for frequent but smaller trips may reflect tightening budgets.

Consumers 52

Consumers 2025 Travel Financial 52

Customer Bliss

APRIL 11, 2018

CEO Thom Crosby connects this success to the company’s teams, and how they are hired and developed. Bandwidth is a right, not a revenue stream,” Virgin communicates to its customers. Two-way trust, open and honest communication, and fearless sharing are cornerstones of the relationships that come to mean the most to us.

Hotels 209

Hotels Insurance Books Banking 209

CSM Magazine

JANUARY 3, 2025

The Growing Need for Multilingual Communication in Global Businesses As businesses expand globally, they encounter customers from various linguistic backgrounds. Effective communication is paramount to understanding customer needs , resolving issues, and ensuring a positive experience.

2025 52

2025 E-support Customer Satisfaction E Commerce 52

CX Accelerator

OCTOBER 21, 2019

And if you’re a fan of IFTTT , you can connect the two apps to trigger automated organization. A Unified Communication/Video Tool. Having the ability to meet, communicate, screen share, and host training sessions with the click of a button is a game-changer. The ability to connect with other industry pros.

Customer Experience 208

Customer Experience Social Media Customer Journey Mapping Customers 208

TechSee

JANUARY 24, 2019

Live video support – where service is provided over a live video connection – has proven to be an effective method of driving high customer satisfaction ratings and building customer loyalty through personalized service. With live video chat support, face-to-face communication is established between agent and customer.

Contact Center 141

Contact Center Financial Document 2025 141

CSM Magazine

OCTOBER 19, 2023

In an industry as dynamic as travel, customer service often serves as the linchpin for success. The Recent Shift in Traveller Behaviour The pandemic has been a catalyst for change, altering the landscape of travel in ways we couldn’t have anticipated. catering to the diverse needs of American travellers.

Travel 52

Travel Transportation Customer Experience Exceptional Customer Service 52

Experience Investigators by 360Connext

APRIL 13, 2021

Word clouds can help others in the organization connect with the real language customers use again and again! Interviewing customers, former customers, and almost-customers is a great way to really listen to the people who actually traveled through the customer journey. Thank the customer for their time and communication with you.

Customer Journey Mapping 291

Customer Journey Mapping Customer Journey Feedback Brands 291

Russel Lolacher

JUNE 5, 2022

In this episode of Relationships at Work, Russel chats with technology service leader and speaker Brandon Caudle on the pros and cons of communication technology at work. Connect with Brandon on his platforms: Website. The types of communication platforms organizations can use. The dark side of always being connected.

Communication 93

Communication Technology Culture Employee Experience 93

Experience Investigators by 360Connext

AUGUST 4, 2020

Ask for feedback, socialize and communicate about how the persona is there to help everyone align on goals and keep the customer at the center of the brand. Informal data like customer anecdotes, open-ended feedback on surveys, and comments on social media can also help you stay connected to who your customer is.

Social Media 265

Social Media Customer Journey Customers Feedback 265

Beyond Philosophy

MARCH 5, 2015

Frequent travelers have all been there…sitting on the runway, hungry, thirsty, and needing to go to the lavatory but strapped in their seat, sometimes for hours. There are many details (read: hassles) before you travel. To read more from Colin on LinkedIn, connect with him by clicking the follow button above or below.

Airlines 132

Airlines Net Promoter Score Transportation CEM 132

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. . Use SMS, if the customer has agreed to that method of communication. . As my trip progressed, I got email requests for feedback at each step.

Touchpoint 365

Touchpoint Customer Journey Measurement Social Media 365

CX Accelerator

OCTOBER 21, 2019

And if you’re a fan of IFTTT , you can connect the two apps to trigger automated organization. A Unified Communication/Video Tool. Having the ability to meet, communicate, screen share, and host training sessions with the click of a button is a game-changer. The ability to connect with other industry pros.

Customer Experience 182

Customer Experience Social Media Customer Journey Mapping Customers 182

BlueOcean

DECEMBER 13, 2022

Part of the issue lies in the CRM and communications strategies–they simply aren’t always aligned, which allows inconsistent messaging to customers. KPMG Global Sector Leader, René Vader, says, “If you’re trying to build brand loyalty today, an emotional connection is no longer a nice-to-have, it’s a need-to-have.”

Loyalty Programs 177

Loyalty Programs Loyalty Social Media Rewards Programs 177

TechSee

SEPTEMBER 24, 2019

Sam travels often for business. In fact, 95% of customers use three or more channels to connect with a company in a single service interaction. While these connections can deepen the customer experience through provide opportunities for building relationships, they also present risks.

Customer Experience 150

Customer Experience Hotels Social Media Omnichannel 150

Russel Lolacher

DECEMBER 20, 2021

A lot goes into providing social customer care during an emergency event considered a “once-in-500 year flood” As the team leading public engagement and digital communication for BC’s provincial transportation, it’s done with a process that prioritizes intentional effort, accessibility and empathy. Some Context.

Customer Care 98

Customer Care Transportation Social Media Government 98

Customer Bliss

JUNE 20, 2017

Jackie is a senior global marketer and customer experience professional with 15+ years experience in the luxury travel and hospitality industry. One of the first quick wins was internal communications; employees weren’t in the loop. Teams were now more connected to what was going on. About Jackie.

Innovation 200

Innovation Healthcare Customer Experience Net Promoter Score 200

CSM Magazine

JULY 30, 2021

Today’s customers increasingly expect live and real-time communication. A unified communications (UC) solution can help make this possible by integrating audio, video and mobile capabilities that enable a new level of customer service. Unified communications systems (UCS) are therefore essential for business success.

Communication 52

Communication Customer Service Travel Customer Service Representative 52

CSM Magazine

JANUARY 2, 2025

That moment of connection isnt just niceits powerful. It transforms standard interactions into human connections, fostering trust and loyalty. Empathy, on the other hand, is about true connection. Whether its healthcare, hospitality, or retail, the ability to connect with people emotionally changes how they perceive a brand.

Culture 52

Culture Healthcare Connections Interaction 52

TechSee

JUNE 16, 2022

Due to his level of expertise, Jim has been featured in numerous publications, including CIO Review, Contact Center Pipeline, Connections Magazine, and was also listed as one of the ‘Top 20 Influential People to Follow’ on Twitter. His specialty is exploring the connection between customer service and technology.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

Win the Customer

NOVEMBER 14, 2016

For one, it offers an easier way to connect with customers and keep abreast of what’s happening in your marketplace. How about being a bit more personal and actually communicating with your customers? Thanks to increasing connectivity, your customers can now voice their frustrations to everyone on social media.

Social Media 145

Social Media Customer Service Multi-Channel 2014 145

Customer Bliss

MAY 4, 2017

They take companies of all sizes and stages beyond automation to a completely connected spend management solution encompassing travel, expense, invoice, compliance and risk. People travel all the time and need processes for all of it. The culture/communication part of CX is often left on the table: Don’t let this happen.

Leadership 160

Leadership Customer Experience Net Promoter Score B2B 160