Customer Guru

JULY 10, 2018

Of the many modes available, social media is proving to be the best for providing exceptional customer experience. What is Social Media? Social media is a computer-based technology that enables users to share views or information and allows them to build a virtual network. Source: Pexels.

Social Media 115

Social Media Customer Experience Advertising 2014 115

Experience Investigators by 360Connext

JULY 13, 2015

We put the many prospects in the top, they travel willingly and orderly through the funnel, and POP! But customer experience travels on, past the prospecting and sales phase and well into the relationship with the customer. Customer journeys are often represented in the same way. The sales funnel is so simple, in theory.

Customer Journey 259

Customer Journey Customer Journey Mapping Social Media Travel 259

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

Experience Investigators by 360Connext

APRIL 7, 2015

We flew from Chicago’s O’Hare airport at the end of March with a connecting flight in Dallas and made it Puerto Vallerta without a problem. Since everything on our end was the same, including flight numbers, we assumed the airline had determined this was a comfortable amount of time to make the connection.

Airlines 307

Airlines Customer Experience Travel Books 307

Brandwatch CX

JUNE 15, 2022

The key to making the most of social media is listening to what your audience has to say about you, your competitors, and the market in general. Once you have the data you can undertake analysis, and finally, reach social business intelligence ; using all these insights to know your customers better and improve your marketing strategy.

Social Media 144

Social Media Metrics Measurement Demo 144

BirdEye

APRIL 13, 2023

Social media advertising has changed the marketing and advertising world by making it easier than ever for businesses to reach their target audience. With billions of active users across platforms, social media advertising offers a level playing field to reach a vast audience and build brand awareness.

Social Media 98

Social Media Advertising E Commerce Fashion 98

Russel Lolacher

JUNE 29, 2021

World Social Media Day is here again, providing a great opportunity to inform and educate your own public sector organization about what its social media efforts do to benefit them and their audience: the public. An Overview of your Social Brands. Those benefits? on Twitter ). Breakdown the Benefits.

Social Media 98

Social Media 2011 Travel 2010 98

BirdEye

SEPTEMBER 4, 2024

The travel bug is back in a big way! Though travelers are increasingly turning to online reviews for guidance, this trend presents a double-edged sword for travel and hospitality businesses. This comprehensive guide examines the 13 most influential travel review sites. Well, don’t be.

Travel 105

Travel Books Hotels Social Media 105

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. Each traveler is different, with unique needs, preferences, and motivations for travel.

Hotels 195

Hotels Guest Experience Travel 2023 195

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. . Public comments on social media sites like Twitter, Facebook, LinkedIn, and review sites. Posts and comments on social media.

Touchpoint 365

Touchpoint Customer Journey Measurement Social Media 365

Experience Investigators by 360Connext

NOVEMBER 17, 2020

Employees wrote and tied hand-written thank you notes to baggage that travelers collected after their flight. Simple, but a really nice way to connect with customers in an unexpected way. What about when they complete a training process or post about your brand on social media? I love this example from Southwest Airlines.

Airlines 372

Airlines 2020 Social Media Hotels 372

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

Experience Investigators by 360Connext

MARCH 12, 2015

My hope this year, as I travel with my partner-in-chaos Lisa Diomede , is to find the glimmers of what’s next for customer experience. It’s where ideas like the importance of Net Neutrality and using neuroscience as a privacy hack are discussed in conference rooms and cocktail parties. Yes, there are parties. So what’s next?

2015 215

2015 Customer Experience Fashion Social Media 215

Experience Investigators by 360Connext

SEPTEMBER 24, 2014

I’ve taken advantage of this perk when traveling , most recently in New York City. One of the nice perks of being on a certain level with American Express is gaining access to Regus business lounges throughout the world. A Regus card shows up in the mail and I use it!

Customer Journey Mapping 282

Customer Journey Mapping Customer Journey Social Media Consulting 282

Experience Investigators by 360Connext

NOVEMBER 12, 2014

A gentleman who travels extensively and is a top-tier member of a hotel loyalty program was telling me he just wished they’d ask him a few questions. In the rush to amaze and delight, a la Zappos , organizations often overlook ways to truly provide experiences meaningful to that customer. A great experience, but for whom?

Brands 259

Brands Hotels Consulting Workshop 259

Experience Investigators by 360Connext

FEBRUARY 11, 2015

Syndicating our content on appropriate partner sites (CustomerThink, Business2Community, Social Media Today , etc.). Publishing original content on sites in our sphere of influence ( Retail Customer Experience , Multichannel Merchant, iMedia, Social Media Club). The team brushed them off and updated them.).

Marketing 233

Marketing Social Media Blog Webinar 233

Experience Investigators by 360Connext

JUNE 15, 2015

They were, for all purposes, a traveler’s cheques company. Jeannie Walters Jeannie Walters is the Chief Customer Experience Investigator™ and founder of 360Connext, a global consulting firm specializing in the cornerstones of customer experience: customer engagement, employee engagement and connections like social media.

2015 217

2015 Leadership Innovation 2014 217

Brandwatch CX

NOVEMBER 8, 2023

The key to making the most of social media is listening to what your audience has to say about you, your competitors, and the market in general. Once you have the data you can undertake analysis, and finally, reach social business intelligence ; using all these insights to know your customers better and improve your marketing strategy.

Social Media 98

Social Media Metrics Measurement Demo 98

Brandwatch CX

FEBRUARY 1, 2019

The key to making the most of social media is listening to what your audience has to say about you, your competitors, and the market in general. Once you have the data you can undertake analysis, and finally, reach social business intelligence ; using all these insights to know your customers better and improve your marketing strategy.

Social Media 101

Social Media Metrics Measurement Demo 101

CX Accelerator

OCTOBER 21, 2019

And if you’re a fan of IFTTT , you can connect the two apps to trigger automated organization. Social media is a goldmine for CX professionals for so many reasons. The ability to connect with other industry pros. But in truth, social media can become pretty overwhelming pretty quickly.

Customer Experience 208

Customer Experience Social Media Customer Journey Mapping Customers 208

Experience Investigators by 360Connext

FEBRUARY 12, 2015

TripIt by Concur – This travel organizer has saved me on countless occasions. Then customers pay, typically a monthly or annual licensing fee, to use the software for their data and receive the customer support and software updates necessary. Off the top of my head, here are just a few SaaS products I use on a regular basis.

Customer Journey Mapping 230

Customer Journey Mapping Workshop Customer Journey Consulting 230

InMoment XI

OCTOBER 19, 2021

But also in a broader way to be able to connect unstructured and structured data sources to generate insights from within one platform. We also ask questions we should know the answer to, like “did you travel with us in the last 30 days?” We have agents on the phone, email, live chat, and social media messaging.

Customer Experience 221

Customer Experience Social Media Call Center Metrics 221

Customers That Stick

DECEMBER 18, 2014

I now represent Magical Travel, an agency which specializes in selling Disney vacations. book, movie, sporting event, relationship, travel). > In five years, the most important social media channel for customer service will be Facebook. > After our first family trip to Walt Disney World, I was hooked!

Customer Experience 162

Customer Experience Travel Sports Social Media 162

CX Accelerator

OCTOBER 21, 2019

And if you’re a fan of IFTTT , you can connect the two apps to trigger automated organization. Social media is a goldmine for CX professionals for so many reasons. The ability to connect with other industry pros. But in truth, social media can become pretty overwhelming pretty quickly.

Customer Experience 182

Customer Experience Social Media Customer Journey Mapping Customers 182

Experience Investigators by 360Connext

AUGUST 4, 2020

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. Interviewing customers, former customers, and almost-customers is a great way to really listen to the people who actually traveled through the customer journey.

Social Media 265

Social Media Customer Journey Customers Feedback 265

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. Good or bad, social media massively amplifies the word-of-mouth effect.

Hospitality 74

Hospitality Travel Brands Airlines 74

TechSee

SEPTEMBER 24, 2019

Sam travels often for business. With the increasing number of customer touchpoints – email, ecommerce sites, self-service channels, social media, and of course physical locations and phone-based service – companies have more opportunities than ever to interact with their customers.

Customer Experience 150

Customer Experience Hotels Social Media Omnichannel 150

Customers That Stick

FEBRUARY 26, 2015

book, movie, sporting event, relationship, travel). I was traveling with two young kids and our final destination was Florida. When arriving in Cleveland, the flight attendant confirmed all passengers would be able to make the connecting flights. We had an early 7:30am flight. My frustration level just soared.

Customer Experience 164

Customer Experience Retail Travel Fashion 164

InMoment XI

SEPTEMBER 25, 2024

Sentiment Analysis : Businesses use NLP to analyze customer feedback, reviews, and social media conversations to determine customer sentiment toward their products, services, or brands. Market Intelligence : NLP can analyze many news articles, blog posts, and social media posts. million global participants.

Insights 195

Insights Social Media Net Promoter Score Events 195

Experience Investigators by 360Connext

APRIL 14, 2020

If you don’t have any data: Consider places that can give you some, like customer service case codes and social media discussions. Are they traveling through your site differently? What are your customers saying on social media? I consider three categories when gathering data for journey maps.

Customer Journey Mapping 374

Customer Journey Mapping Workshop Customer Journey Touchpoint 374

InMoment XI

APRIL 3, 2024

This includes communicating with a brand via social media, making a purchase online, receiving an email or text confirming an order, providing user feedback on online channels, using a company app, operating a digital kiosk or point-of-sale terminal, or even simply visiting an organization’s webpage.

Customer Expectations 195

Customer Expectations Touchpoint Omnichannel Social Media 195

Tricia Morris

SEPTEMBER 2, 2016

In a survey of 5,000 consumers across Brazil, Germany, Japan, the United Kingdom and the US, 64% of consumers ages 18 – 34 said they view social media as an effective channel for customer service, compared to just 27% of consumers ages 55+. And if you think customers just go to social media to complain, think again.

Social Media 70

Social Media Customer Service 2016 Entertainment 70

CX Accelerator

OCTOBER 21, 2019

And if you’re a fan of IFTTT , you can connect the two apps to trigger automated organization. TweetDeck Social media is a goldmine for CX professionals for so many reasons. The ability to connect with other industry pros. But in truth, social media can become pretty overwhelming pretty quickly.

Customer Experience 140

Customer Experience Social Media Customer Journey Mapping Customers 140

ShepHyken

OCTOBER 10, 2016

Whether it’s a seasoned traveler or a first-time flyer, flying is stressful for everyone. When a flying experience goes south, travelers feel desperate for help and seek the reassurance that it will all work out. My Comment: It’s not that people don’t like travel. They don’t like travel hassle.

2016 128

2016 Article Customer Service Airlines 128

Beyond Philosophy

NOVEMBER 4, 2014

Smell is one of the fastest senses to process, and it is connected directly to the part of the brain that processes emotion. Some trains in England have lavender pumped into the carriages to create a calming travel experience. To read more from Colin on LinkedIn, connect with him by clicking the follow button above or below.

Retail 148

Retail Net Promoter Score Customer Experience CEM 148

Customers That Stick

SEPTEMBER 25, 2014

book, movie, sporting event, relationship, travel). > In five years, the most important social media channel for customer service will be Twitter. > To connect with Ali Banks further visit her at www.sitkasalmonshares.com. Recently, I was flying back to Chicago from New York on JetBlue.

Banking 133

Banking Customer Experience Sports Social Media 133

Customers That Stick

NOVEMBER 13, 2014

book, movie, sporting event, relationship, travel). > In five years, the most important social media channel for customer service will be Twitter unless someone takes video to the next level. > To connect with Sean Hawkins further, visit him at his blog. They depended on me to do a job!

Customer Experience 137

Customer Experience Contact Center Sports Social Media 137