Experience Investigators by 360Connext

APRIL 23, 2015

If you travel a bit, as I do, this app can be a lifesaver. It organizes all your travel information in one place, so when I land in a strange airport, I can check the app on my phone to remember which hotel I booked and not rely on my memory. First, let me share my experience with TripIt the app. Vocal customers offer valuable ideas.

Social Media 218

Social Media Travel Rewards Programs Innovation 218

Customer Bliss

JANUARY 17, 2019

Connect Employees to the Customer. How do you connect employees to each other? How do you connect employees to the customer? And how do you connect employees to your mission? #CX #CustomerExperience Click To Tweet.

Connections 190

Connections Chief Customer Officer 2006 Banking 190

Experience Investigators by 360Connext

MAY 19, 2020

Here are five ways to create a cohesive employee experience by connecting learning to your employee’s journey overall. How does it connect to the overall mission and purpose of your organization? How does this learning opportunity connect to the customer experience? Understand those key, critical touchpoints. Click To Tweet.

Connections 143

Connections Seminar Employee Experience Touchpoint 143

Experience Investigators by 360Connext

DECEMBER 15, 2014

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. Such perks are out of reach for most of us, so we look longingly on at the way the special passengers travel. Herein lies the rub. Show the 99% they matter.

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

Hotels 195

Hotels Guest Experience Travel 2023 195

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

GetFeedback

FEBRUARY 15, 2019

Connect on an emotional level with your customers. Research shows that the best customer experiences stem from an employee developing an emotional connection with a customer. With the prevalence of social media, customer reviews travel quick and have a broader audience.

Customer Experience 322

Customer Experience Net Promoter Score Social Media Feedback 322

Experience Investigators by 360Connext

APRIL 27, 2021

Travel your customer journey , and look for quick fixes. Every piece of customer communication is a chance to connect. Your customers will feel connected to your brand when Cheryl asks if there’s anything else she can do for them, not when “service@yourdomain” confirms order #IR-1496279-8. Step 2: Improve. Be your own customer.

Customer Experience 291

Customer Experience Customer Journey Mapping Culture Customer Journey 291

ShepHyken

JANUARY 10, 2024

Connect with Shep on LinkedIn. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com.

Travel 103

Travel Customer Service Airlines Poor Customer Service 103

Experience Investigators by 360Connext

APRIL 28, 2015

Kimpton understands the important place that pets have in many of their guests’ lives, particularly dog owners who travel with their dogs. Through thoughtful planning, the VBHS sought to eliminate many of the minor inconveniences that travelers encounter. Connect with him on Twitter. Emotional Interactions are the Most Powerful.

Customer Experience 296

Customer Experience Hotels Travel Customers 296

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?” The Humble Beginnings of Surveys. Before I jump into the deep end, let’s start at the beginning.

Customer Experience 370

Customer Experience Social Media Call Center Metrics 370

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

Customer Bliss

OCTOBER 11, 2016

He initiated and is leading the strategic transformation of HHonors from a program for only frequent travelers to a club more relevant to all travelers. He is responsible for a multi-billion-dollar, global P&L, including the management of a billion+ dollar franchisee fund. Mark oversees Hilton’s global partnership strategy.

Chief Customer Officer 0

Chief Customer Officer Hospitality Travel Hotels 0

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

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 Innovation 158

Customer Bliss

MAY 23, 2018

She started off doing customer service work for CUC Travel before it became Cendant Travel, and loved the work. Cost saving vs. revenue generating : she spent time connecting the dots between the data and abandoned contacts – phone call, chat, e-mail.

Sports 197

Sports Customer Experience E Commerce Travel 197

Customer Bliss

AUGUST 30, 2021

A little while after Indra Nooyi was named the CEO of PepsiCo, she traveled home to India to visit her mother. Yes, you can book your ticket online, but it’s the gate agent’s concern in making your connection that shows if she’s been honored—so she can honor you. More Resources on This Topic.

Books 310

Books Hotels Travel Connections 310

CloudCherry

MARCH 19, 2019

“Firms will continue to regard CX as a collection of continuous improvement projects until they see an irrefutable, directly attributable connection to returns.” – Forrester, Hardwire Customer Experience 2018. Connecting these numbers to CX improvements is the tough part. Increase Revenue. Importance of Journey Mapping.

Financial 218

Financial Metrics Customer Journey Mapping NPS 218

Customer Bliss

AUGUST 29, 2019

Exceptional CX is memorable and good news travels fast. Making a human connection with a store employees lets shoppers determine whether they can relate to and agree with their opinion. 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.

Customer Experience 227

Customer Experience Consumers Travel Download 227

Experience Investigators by 360Connext

MARCH 16, 2015

While delighted to help create a better living experience through improving the customer experience with 360Connext, Jon also enjoys cooking, decorating, squishing his toes in the mud, and connecting with his creative side in any way he can. More Posts - Website Follow Me: The post March Madness!

Events 223

Events Customer Experience Webinar Telecommunications 223

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. While it’s great to send personal notes, of course, it’s possible to get creative. I love this example from Southwest Airlines.

Airlines 372

Airlines 2020 Social Media Hotels 372

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. Yes, there’ll be travel and calendars to coordinate. Running your procurement process with a virtual approach saves you on travel expenses or the cost of hosting. It’s also much easier to schedule.

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

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

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

Customer Bliss

JULY 23, 2019

We are often left to our own devices to ensure that all of our healthcare records, for example, travel with us as we move to different healthcare providers. Patients have to then connect the dots to ensure that medications prescribed from one physician to another don’t cause adverse reactions.

Healthcare 173

Healthcare Chief Customer Officer Travel 2019 173

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

Customer Bliss

MAY 31, 2019

“Start by being humble and you will inspire your team to be humble,” says Denis Drossart , global vice president of Culture & Experience at Selina , about leadership behaviors enforced within this lifestyle, travel and hospitality brand. Selina connectors are people who connect people, places, and communities around the world.

Hospitality 196

Hospitality Customer Experience Leadership Culture 196

Customer Bliss

APRIL 4, 2017

As a native of Louisiana, Sonya is no stranger to hospitality – her passion for outstanding Customer service drives her to make personal connections to live out the genuine Southwest brand to our 50,000 plus employees. The whole focus was to make sure the leaders in a hub city were connected to the staff in deep ways.

Airlines 204

Airlines Hospitality Leadership Connections 204

Experience Investigators by 360Connext

JUNE 1, 2015

And when this package travels beyond Bodybuilding.com’s control and into the care of a shipping company, it’s kind of like saying “You can keep us happy by keeping our customers happy.”. Core value #6 is communicated to everyone who sees, touches, and interacts with the package. Customer-focused.

Brands 234

Brands 2015 Roadmap Retail 234

TechSee

OCTOBER 5, 2021

In addition to parts and labour, there are indirect costs such as administration, unbillable travel time, vehicle fuel, maintenance, insurance, and depreciation. In the current fuel crisis, remote experts can help newly onboarded HGV drivers with lorry connections, tipping and loading, or a vehicular failure.

Transportation 207

Transportation Customer Satisfaction Insurance Travel 207

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

TechSee

MARCH 9, 2020

For example, if the customer is trying to set up a new device, the agent can help them with hardware assembly and installation, cabling, connectivity and configuration issues, and syncing the device with an app. Visual Assistance delivers clear cost savings and reduces the need for experts to travel by effectively extending their reach.

Travel 136

Travel Contact Center Transportation Insurance 136

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

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