Maru Group

APRIL 3, 2025

With this in mind, every few months Maru UK run a detailed Cost-of-Living survey, to keep an eye on how consumer opinion of the crisis may be changing, and looking in depth at peoples emotional response and how this translates to real world behaviour, so that we can help businesses predict consumer actions in the months to come.

Consumers 52

Consumers 2025 Travel Financial 52

ShepHyken

DECEMBER 9, 2024

High customer expectations and the ability to switch to competitors easily mean companies must work even harder to keep their consumers happy. “Nice to have” industries like online retailers, hospitality, and airlines must invest more in experience to establish trust and loyalty with their customers.

Feedback 74

Feedback 2025 Airlines Hospitality 74

InMoment XI

JANUARY 17, 2024

In the dynamic world of hospitality, the ability to manage and enhance the guest experience often spells the difference between those who win and those who get left behind. With travel consumers exposed to seemingly limitless hospitality solutions, providing an exceptional guest experience helps differentiate your brand from competitors.

Guest Experience 195

Guest Experience Hospitality Hotels Travel 195

Alida

OCTOBER 17, 2017

Retail, hospitality and other industries are setting a high bar, delivering innovative experiences to their customers. Consumer expectations are higher than ever, and patients won’t tolerate a subpar experience from health care providers. You have administration teams, different physician practices, and countless other departments. (In

Hospitality 247

Hospitality 2015 Retail Leadership 247

InMoment XI

DECEMBER 17, 2024

Look for Someone Who Understands the Customer Whoever you choose as your customer experience manager should have a strong understanding of the modern consumer and the experiences they are looking to have.

Customer Experience Management 195

Customer Experience Management Customer Experience Management ROI 195

InMoment XI

MAY 14, 2022

While the intelligence derived from this feedback is critical for an organization to create optimal, personalized customer experiences that drive business value, there is another salient factor that drives consumer behavior: customer-brand identity. A Few Examples from Best-In-Class Brands. Remember the Tiffany example? Wrapping Things Up.

Brands 370

Brands Loyalty Retail Competitive Advantage 370

GetFeedback

NOVEMBER 25, 2019

Consumer Shipping: 78%. Hospitals: 76%. Computer Software: 79%. Cooperative Energy Utilities: 75%. Credit Unions: 81%. Department and Discount Stores: 76%. Financial Advisors: 80%. Fixed-Line Telephone Service: 70%. Food Manufacturing: 82%. Full-Service Restaurants: 81%. Gasoline Stations: 74%. Health and Personal Care Stores: 77%.

Customer Satisfaction 293

Customer Satisfaction Apparel Wireless Insurance 293

Customer Bliss

MARCH 5, 2019

Ah, the hospital gown. They work at understanding the emotions that are native to certain customer experiences, such as wearing that gown at a hospital or doctor visit. Similarly, Zappos Adaptive was designed around the emotions of their consumers with physical disabilities. The minute we slip it on, we feel less like ourselves.

Innovation 221

Innovation Loyalty Chief Customer Officer Hospitality 221

InMoment XI

DECEMBER 18, 2024

Key features to look for include: Text and Speech Analytics Understanding customer sentiment is essential, but doing so manually is time-consuming. It leverages AI, automation workflows, and customer data to optimize contact centers. Text and speech analytics use machine learning to provide instant insights into emotions, context, and intent.

Contact Center 195

Contact Center Customer Satisfaction ROI Call Center 195

InMoment XI

OCTOBER 17, 2024

While open-text questions provide rich data, analyzing them can be time-consuming. Finding the best way to present a questionnaire that’s both user-friendly and efficient can also be time-consuming. How would you rate the communication you received from our hospital staff?

Feedback 195

Feedback Insights Customers Banking 195

InMoment XI

FEBRUARY 2, 2024

In the rapidly changing consumer market, the highest customer-rated Integrated CX company, InMoment, took a bold and proactive approach. On Thursday, January 25th, we hosted the “Changing The Game” event in Austin, TX—a crucible for innovative ideas and game-changing strategies to address the consumer market in 2024 and beyond.

Hospitality 195

Hospitality Call Center Retail NPS 195

InMoment XI

NOVEMBER 13, 2024

Regular testing and refinement are time-consuming but crucial for improving model accuracy. Without proper testing and validation, a model is likely to produce inaccurate predictions. For example, if it overfits the training data, it won’t be able to make accurate predictions on new data.

Customer Retention 195

Customer Retention 2024 ROI Competitive Advantage 195

Talkdesk

NOVEMBER 24, 2020

Healthcare consumers today have new and more demanding expectations, forged by Amazon and Uber-like experiences where digital comes first. The result is a greater demand for alternative ways of receiving care, with 77% of patients preferring home and virtual care over in-person visits to hospitals and clinics.

Consumers 101

Consumers Healthcare Contact Center Call Center 101

InMoment XI

OCTOBER 3, 2024

79% of consumers say that loyalty programs caused them to purchase from an organization more frequently. Personalize Customer Experiences Did you know that 71% of consumers expect a personalized customer experience? Furthermore, 78% of consumers are likely to repurchase from an organization that personalizes their customer experience.

Customer Retention 195

Customer Retention 2024 Guest Experience Loyalty Programs 195

InMoment XI

OCTOBER 29, 2024

If you’re easy to find, contact, and buy from, they’ll become long-term consumers. To see how you could maximize your business revenue and ROI with InMoment’s voice of the customer (VoC) tools, fill out the ROI calculator below! Calculate your business’ ROI using InMoment’s VoC tools. Pricing isn’t a huge concern for them.

Loyalty 195

Loyalty Net Promoter Score Social Media Loyalty Programs 195

CSM Magazine

FEBRUARY 6, 2025

Here are some of the features to look for: Curriculum Depth in Customer Relations: Programs with specialized courses in customer relationship management, consumer behavior, and service innovation are ideal. Who Should Consider It: Aspiring leaders in the hospitality or retail sectors seeking to refine high-touch customer interactions.

Customer Centricity 52

Customer Centricity Leadership Hospitality Healthcare 52

Experience Investigators by 360Connext

MARCH 16, 2015

Industry Accounting/Finance Advertising/Public Relations Aerospace/Aviation Arts/Entertainment/Publishing Automotive Banking/Mortgage Business Development Business Opportunity Clerical/Administrative Construction/Facilities Consumer Goods Customer Service Education/Training Energy/Utilities Engineering Government/Military Green Healthcare Hospitality/Travel (..)

Events 223

Events Customer Experience Webinar Telecommunications 223

Alida

OCTOBER 20, 2017

Research by Prophet found that 81 percent of consumers are unsatisfied with their health care experience, and the less they interact with the system, the happier they are. Only eight percent of health care organizations consider consumer expectation a high priority and have implemented several consumer-based strategies with some success.

Wireless 170

Wireless Return on Investment Airlines Hospitality 170

GetFeedback

JANUARY 21, 2019

In fact, 2018 study by Clutch revealed that 73% of consumers made a purchase based on marketing content they’ve viewed. Enough so that the consumer feels inclined to further research the company and consider making a purchase. One study reported that over 60% of consumers had abandoned a customer feedback survey before completing it.

Marketing 210

Marketing Healthcare Webinar Blog 210

CSM Magazine

JUNE 5, 2024

The hospitality industry continuously evolves, with customer expectations rising yearly. Here are some key customer experience trends shaping the hospitality industry today. According to Hospitality Technology’s 2023 Lodging Technology Study , 74% of hotels plan to implement mobile check-in/out within the next year.

Hospitality 52

Hospitality Hotels Customer Experience Guest Experience 52

Alida

APRIL 5, 2017

What does it look like, and how should providers implement it in their practices and hospitals? Combine the ubiquity of mobile devices and the power of gamification , and it’s no wonder consumers have fueled the explosion of mobile apps. What exactly does “patient-centric” care mean?

Retail 154

Retail Customer Base Rewards Programs Insurance 154

Alida

OCTOBER 26, 2017

Among other things, health care lags behind retail, hospitality and other industries in delivering innovation and a better customer experience. With out-of-pocket costs on the rise, Gen Y consumers prefer to see their upfront estimates before undergoing medical treatment. Here’s why. The cost factor.

Insurance 188

Insurance Consumers Hospitality Retail 188

Alida

AUGUST 27, 2018

Health care is no longer different than many consumer-driven industries in that it’s not immune to disruption. Hospitals with “excellent” patient ratings see a net margin of 4.7%, on average, compared to just 1.8% for hospitals with “low” ratings. Challenge 2: Lagging behind other industries.

Hospitality 95

Hospitality Retail Leadership Measurement 95

C3Centricity

MAY 20, 2019

Hospitality is perhaps one of the most visible industries where customer satisfaction, or lack of, is quickly shared with the world. Hospitality is also one of the industries that receives the most comments online, thanks to TripAdvisor and other booking sites. There is no hiding from their clients for hospitality! ” #2.

Hospitality 106

Hospitality Hotels Social Media Return on Investment 106

GetFeedback

FEBRUARY 10, 2020

Throughout his career, he’s worked with hundreds of wineries to further their sales, marketing, and communication efforts with individual wine consumers. Being in the hospitality industry, I knew that customer experience was critical, but putting an official label and set of initiatives around it just kind of happened.

Hospitality 218

Hospitality Sales Feedback Customer Experience 218

Second to None

JULY 5, 2024

In the current economic landscape, consumer spending patterns have undergone a significant transformation. These have led to a softening of consumer spending. This means inflation is rising faster than spending, indicating pressures on consumers. Consumers are now more careful and selective with their spending.

Consumers 71

Consumers Social Media Omnichannel Customer Centricity 71

Customer Bliss

MAY 30, 2017

Claudiu Coltea is the Executive Vice President and Head of Customer Experience for Citizens Financial Group, covering the consumer and commercial bank. About Claudiu.

Financial 121

Financial Banking Healthcare Leadership 121

ShepHyken

NOVEMBER 10, 2020

Take a proactive approach and incorporate asking for feedback into the hospitality component of your business.”. “42% About: Joshua Liebman is the founder of BackLooper , a consumer insights tool that helps businesses optimize their feedback loop and foster customer loyalty. Quotes: “Strike while the iron is hot.

Tourism 139

Tourism Hospitality Feedback Technology 139

TechSee

FEBRUARY 5, 2019

Increasingly tech-savvy consumers now have a greater ability – and desire – to handle issues on their own terms, and the providers which embrace this trend will be able to reap the rewards. Life’s a journey, and each trip involves interactions with multiple companies from different industries such as travel, hospitality and retail.

2019 173

2019 Customer Experience ROI 2025 173

Customer Bliss

JUNE 9, 2021

A recent Harvard Business Review article cites a study by researchers at the MIT Sloan School of Management, which found that consumers may be willing to pay 2% to 10% more for products from companies that provide greater supply chain transparency. Level the playing field. But the key to growing in this manner is leadership.

Leadership 288

Leadership Books Hospitality Customer Relationships 288

Interactions

JUNE 11, 2021

And with that, consumer reliance on technology as well as consumer comfort in using that technology, has also increased. Many consumers were using AI and becoming dependent on it. Survey says…consumers love Alexa and personalization. However, consumers aren’t ready for all AI applications.

Consumers 62

Consumers Hospitality Healthcare Customer Care 62

Retently

NOVEMBER 29, 2024

Consider this: 48% of consumers say their first purchase or experience with a brand determines their long-term loyalty. Hospitality and Events In the hospitality and events industry, first impressions hinge on how customers are greeted, the ambiance of the space, and the ease of settling in.

Events 120

Events Feedback Interaction E-support 120

Michel Falcon Experience

MARCH 17, 2023

I am in hospitality and restaurants, so often people turn to me to discuss all things related to hospitality and guest experience. This episode is on the golden rule of hospitality, and I want to reframe what that golden rule is. So for me, the golden rule of hospitality is not your choice. Of course it does.

Hospitality 60

Hospitality Customer Experience Banking Sports 60

Alida

NOVEMBER 10, 2017

Just as intense is the pressure to deliver experiences that meet the expectations of consumers. In his consulting practice, Bennett works with hospital systems, vendors and startups to understand how health care organizations can improve the patient experience and navigate disruption. Focus on patient centricity now.

Hospitality 100

Hospitality Consulting Consumers Webinar 100

Customer Bliss

MARCH 9, 2018

When someone has a good experience at a hospital or with a doctor, it can be life changing. Jude Children’s Hospital. Geeta Wilson , the VP, Consumer Experience – Enterprise Transformation at Humana Healthcare , talks to me about the work she did to implement a customer experience transformation at Humana.

Healthcare 118

Healthcare Hospitality Customer Experience Chief Customer Officer 118

InMoment XI

JULY 11, 2024

A recent study showed that 86% of consumers preferred to talk to a real agent rather than a chatbot or AI-based system regarding customer service inquiries. This is a costly and time-consuming process. CGS Survey Reveals Consumers Prefer a Hybrid AI/Human Approach to Customer Service. What are the Benefits of Speech Analytics?

Insights 195

Insights E Commerce Contact Center E-support 195

Beyond Philosophy

JUNE 27, 2019

We discussed this in detail when I hosted the first in a series of webinars for Freshworks, How Consumer Emotions Impact Customer Loyalty. For example, we worked with a hospital system that had learned its patients wanted more time with their doctors. To Improve the Digital Experience, You Can’t Ignore Emotions.

Net Promoter Score 138

Net Promoter Score Hospitality Webinar Airlines 138