CSM Magazine

NOVEMBER 12, 2024

The answer for publishing organisations may be found by following this simple three-step approach to rethinking customer retention: Step 1: Understand Your Customers with Subscriber Analytics The first step to improving retention is knowing your customer base.

Customer Retention 59

Customer Retention E Commerce Competitive Advantage Travel 59

Beyond Philosophy

FEBRUARY 22, 2018

But with its recent missteps in its handling of iPhone battery issues, one has to wonder: has Apple lost touch with its customer base? It also says that Apple is perfectly willing to waste people’s time making appointments and traveling to a store that doesn’t have batteries in stock.

Travel 130

Travel Fashion Customers Communication 130

Optimove

MARCH 31, 2020

Since the outbreak of the novel coronavirus, we noticed a shift in the way leisure companies – travel and ticketing mostly – are approaching their customers. To overcome these challenges, many of our clients are focusing on nurturing existing customer bases. Travel & Tourism. Travel Insurance.

Travel 52

Travel Tourism Communication Insurance 52

CSM Magazine

MARCH 19, 2025

SaaS Companies: Breaking Language Barriers A software company expanded into new markets and needed multilingual customer support. AI-powered translations helped them reduce localization costs by 50% while maintaining high-quality interactions with international customers. Its the present and future of customer support.

E Commerce 59

E Commerce E-support 2030 Competitive Advantage 59

Interactions

MARCH 19, 2020

We’ve seen travel bans, the cancellation of public events, and work-from-home mandates. Businesses across industries are trying their best to keep their employees and customers calm, safe, and productive during these testing times. . COVID-19 has impacted both personal and business travel. That is exactly what’s happening now.

Customer Service 96

Customer Service Contact Center Travel Airlines 96

Gainsight

NOVEMBER 14, 2024

He was able to expand and connect the Odido customer base by ensuring a smooth journey and offering self-service tools. Serving the travel and hospitality industry, Lighthouse is the technology platform that turns data complexity into revenue growth. Well done, Jason! The answer?

2024 52

2024 Hospitality Innovation Customer Success 52

Beyond Philosophy

SEPTEMBER 20, 2017

RyanAir, Europe’s largest airline, in my view are the epitome of a poor Customer Experience. Hapless travelers are stranded in far-flung cities or stuck at home when they expected to be on holiday. RyanAir clearly do not understand that happy customers are more likely to remain loyal.

Airlines 153

Airlines Social Media Travel Webinar 153

GetFeedback

NOVEMBER 23, 2019

He stated that “as we’ve traveled the world, and as we’ve spoken to all of us, there is one word that continues to come up over, and over again. A great example of how this can be done successfully is Louis Vuitton’ s Customer 360 program. For instance, let’s say there are three customers: Mark, Amy, and Samantha. .

2019 48

2019 Magazine Fashion Customer Expectations 48

ShepHyken

MAY 23, 2017

Megan explains that Squaremouth sells travel insurance policies through their comparison website. Squaremouth wants their customers to feel comfortable with the company they have chosen, so they ask all the insurance companies they represent to comply with their Zero Complaint Guarantee. travel insurance provider.

Insurance 85

Insurance Travel Culture Customer Focused 85

ShepHyken

APRIL 30, 2021

In 2021, you can gain an edge over the competition by introducing predictive analytics to analyze the user experience and close the customer feedback loop. . Not surprisingly, the way you treat them, whether, during the research phase, sale, onboarding, or later has a huge impact on your brand’s reputation and customer loyalty.

2021 150

2021 Customer Service Omnichannel 2020 150

SurveyGizmo

FEBRUARY 4, 2021

For an organization that truly wants to become customer-centric, then they need a strategy for building customer loyalty. And building a loyal customer base should be one of their goals when launching a VoC program. Striving for a superior customer experience should go hand-in-hand with your VoC program.

Loyalty 98

Loyalty Net Promoter Score Airlines Hotels 98

Alida

FEBRUARY 23, 2018

People would rather travel, dine out and have more experiences rather than buy more clothing, and more money is going toward media content and data charges too, noted Bloomberg. Instead of looking at the customer base as monolithic group, they might want to take a page from Walmart. Take a tailored approach.

Apparel 82

Apparel Retail E Commerce Fashion 82

InMoment XI

MARCH 4, 2024

While some may think the Likert scale is only used in academic research, it is a cornerstone of survey strategies across various industries such as travel & hospitality, automotive, and financial services. It is hard to talk about survey methodology and practices without mentioning the Likert scale. What is the Likert Scale?

Net Promoter Score 195

Net Promoter Score Measurement Automotive Customers 195

CSM Magazine

JULY 2, 2020

Edmund Ovington, VP at Unbabel , discusses the impact of the pandemic and the challenges customer service teams face to scale up and respond quickly to customer needs. Testing times for travel. Many of us have experienced travel industry customer service during this crisis. Focus on CRM experts. About the Author.

Travel 98

Travel Entertainment Hospitality Customer Service 98

BlueOcean

OCTOBER 7, 2024

The right contact center RFP questions can tell you a lot, but discerning which partner is exactly aligned with your long-term goals, your company culture, your customer base, and your team – well, that requires a site visit. In fact, we’d say it’s the most critical step in your decision-making process.

Contact Center 156

Contact Center Culture Leadership Call Center 156

BlueOcean

OCTOBER 7, 2024

The right contact center RFP questions can tell you a lot, but discerning which partner is exactly aligned with your long-term goals, your company culture, your customer base, and your team – well, that requires a site visit. In fact, we’d say it’s the most critical step in your decision-making process.

Contact Center 156

Contact Center Culture Leadership Call Center 156

Beyond Philosophy

MAY 19, 2015

For a fascinating description of how Walt Disney designed Main Street USA, read this article from Insightful Travel & Tours. #3: Employee Engagement is a critical part of having a great Customer Experience. Caterpillar wants to unite their expanding business and Customer base with a unified approach to Customer Experience.

2014 148

2014 2015 Books Call Center 148

Kayako

AUGUST 12, 2022

eMarketer estimates that by 2024 almost 20% of total retail sales will be via eCommerce, and that estimate does not include travel and event ticketing or restaurant food delivery. The challenge for brands is ensuring that customer relationship management doesn’t suffer as online spending becomes the norm.

Customer Service 118

Customer Service E Commerce Effort Score E-support 118

BlueOcean

AUGUST 21, 2019

And yes, the RFP can tell you a lot, but discerning which partner is exactly aligned with your long-term goals, your company culture, your customer base, and your team – well, that requires a site visit. In fact, we’d say it’s the most critical step in your decision-making process. 1. Quality Interactions.

Contact Center 159

Contact Center Culture Leadership Sales 159

TechSee

JANUARY 24, 2019

Customer inquiries: When customers turn to a company for help, video chat support gives a face to the business. This is ideal for customers looking to make travel arrangements, change the details on their hotel stay, report a defect in a purchase or see a product demo.

Contact Center 141

Contact Center Financial Document 2013 141

ShepHyken

OCTOBER 19, 2018

It’s not only showing the right content on the web or via email but can decide if these are even the appropriate channels to engage with a customer at any given time. For [customer support and marketing] employees, the main benefit is operational efficiency. Anticipating and recommending new options for customers based on past history.

Blog 112

Blog E Commerce Customer Service E-support 112

Customer Guru

JULY 10, 2018

Because customer preferences can be captured and studied, brands can provide an enhanced customer experience by meticulously studying these patterns. Therefore, businesses can use social media to build and increase their customer base, enhance brand image, and provide an exceptional customer experience.

Social Media 115

Social Media Customer Experience Advertising 2014 115

ShepHyken

OCTOBER 30, 2020

Speaking person to person with your customers will ultimately leave you with more happy buyers who feel as if they’ve been treated like unique individuals, rather than ticket numbers. #2 Diversifying your support channels is also a great way to ensure that your support team is easily reachable by all of your customer base.

Technology 108

Technology Customer Service Travel Customers 108

Gravy Analytics

JULY 8, 2019

Devices that travel to-and-from work locations belong to commuters and business professionals, while those observed at children’s’ events and toy stores during the week likely belong to stay at home parents. One of the most powerful uses for Persona data is appending it to your customer records. What can marketers do with Persona data?

Fashion 82

Fashion Travel Consulting Events 82

BlueOcean

JANUARY 20, 2022

The cherry on top of these considerations is the cultural alignment between your organization and your customer base. We regularly partner with brands who like to be able to connect with their customers at a personal level.

2022 156

2022 Contact Center Customer Care Sports 156

Daniel Group

SEPTEMBER 23, 2021

We’ve adapted to working remotely, endless Zoom meetings, customer service with a mask , social distancing, curbside pickup, expanded deliveries, less travel to see customers, etc. Accordingly, customers expect more flexibility and options now, even for customer feedback.

Feedback 98

Feedback Omnichannel Travel Connections 98

ProProfs Chat

SEPTEMBER 13, 2017

Live chat tools offer customer support services regardless of their geographical location and time zone. Employees out-sourced for this task may not need to travel to a physical location, similar to a call center. Rather, they can work remotely at any hours to meet the demands of the customers.

E Commerce 104

E Commerce E-support Call Center Loyalty 104

ShepHyken

JULY 31, 2020

Using an advanced AI chat platform, Amtrak created ‘ Ask Julie ,’ a chatbot to provide customer service by helping visitors find answers without having to call the support team. As Julie’s usage grew by 50%, Amtrak saved $1 million in customer service costs and realized an 800% ROI.

Customer Service 87

Customer Service Customer Experience Net Promoter Score E Commerce 87

ShepHyken

MARCH 12, 2021

With air travel, in-person meetings and conferences curtailed right now, it is the only way businesses can sail through the pandemic revival stage. Even though you may want to increase your customer base during the revival phase, retaining the loyal ones is vital to sustenance. Consumer interactions have changed as well.

B2B 154

B2B E Commerce B2C E-support 154

ClientSuccess

DECEMBER 5, 2022

. • Gain insight from your Customer Success Managers (CSMs) and others who work closely with customers to determine who should not be included, and who the top contenders should be. Have a high-level executive such as the CEO directly invite customers to join your CAB, and outline all expectations, travel requirements and input needed.

Customer Success 87

Customer Success Social Media Customer Journey Feedback 87

Currency Alliance

JUNE 16, 2020

While travel and retail brands have made a lot of progress in the last 24 months, the bulk of innovation has come from other consumer sectors – including media businesses, entertainment, and telecoms providers, which in recent years appeared to regard loyalty as a lost cause. voucher-based. Great service in unexpected places.

Magazine 52

Magazine Loyalty Innovation 2020 52

Bold360

DECEMBER 8, 2016

A funny thing happened when researchers asked consumers and marketers associated with the travel industry how they viewed the industry’s well-known loyalty programs. The very best way to develop and retain a loyal customer base. Once we have acquired a customer we begin to take them for granted. Far from it.

Customer Retention 63

Customer Retention Social Media Loyalty Programs Loyalty 63

Currency Alliance

OCTOBER 12, 2021

The majority of existing partnerships at big loyalty programs are brokered with one goal in mind: creating more value for the most frequent customers. For airlines and hotel groups, frequent customers are business travelers, so their partner mixes are heavily biased toward fellow travel brands. The value can be immediate.

Loyalty 59

Loyalty Loyalty Programs Airlines Travel 59

2020 Research

APRIL 26, 2023

Bringing your qual research online allows you to reach a more geographically diverse respondent pool without racking up travel costs. Request a consultation with our team and protect your customer base during these uncertain times. Answer questions like these using digital discussions.

Banking 97

Banking Marketing 2023 Consulting 97

CSM Magazine

SEPTEMBER 12, 2023

Zenarate serves a growing global customer base within the financial services, insurance, healthcare, telecommunications, technology, retail, and travel industries. Agents are often the only human connection brands have with their customers and prospects. The company recorded 153% year-over-year enterprise client growth.

Telecommunications 59

Telecommunications Contact Center Marketing Insurance 59

CSM Magazine

JUNE 1, 2018

Few industries have more volume of customer service data than airlines. That’s simply due to the number of customer touch-points that naturally exist when it comes to air travel. Some companies also focus on industry-specific KPIs, based on their business model and customer base.

Customer Service 70

Customer Service Airlines Contact Center Average Handle Time 70

BirdEye

NOVEMBER 15, 2023

But what happens when those words travel at the speed of the internet? Online reviews have the power to transform customer perceptions on a massive scale. Amazon Customer Reviews For retailers that sell products on Amazon, garnering customer ratings and reviews on this platform is critical.

Retail 111

Retail Brands E Commerce Demo 111