ShepHyken

JULY 1, 2022

He writes about the impact on the customer experience that metaverse will have on the travel industry and how customers and brands will navigate the new developments. Customer service in the travel industry begins when a person reveals an interest to explore and decides to travel.

Airlines 77

Airlines Travel Hotels E Commerce 77

Experience Investigators by 360Connext

APRIL 7, 2015

We missed the connection. “ @AmericanAir : What’s your worst #travel mistake? 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.

Airlines 307

Airlines Customer Experience Travel Books 307

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.

Loyalty Programs 268

Loyalty Programs Airlines Social Media Loyalty 268

Customer Bliss

OCTOBER 11, 2016

Mark Weinstein is the Senior Vice President of Customer Engagement, Loyalty and Partnerships for Hilton Worldwide. Like many customer experience executives, he searched for a career path that matched his skills and passion for helping customers comprehensively across the business. Episode Overview.

Chief Customer Officer 0

Chief Customer Officer Hospitality Travel Hotels 0

Experience Investigators by 360Connext

SEPTEMBER 24, 2014

I’ve taken advantage of this perk when traveling , most recently in New York City. 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience. One of the nice perks of being on a certain level with American Express is gaining access to Regus business lounges throughout the world.

Customer Journey Mapping 282

Customer Journey Mapping Customer Journey Social Media Consulting 282

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. Here are a few ideas already seeming popular and interesting: Virtual reality in functional ways – how can we entice and empower customers with this technology? I plan to attend some.

2015 215

2015 Customer Experience Fashion Social Media 215

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. Events for Customer Experience Excellence appeared first on Customer Experience Consulting.

Events 223

Events Customer Experience Webinar Telecommunications 223

Braze

JULY 11, 2023

To learn more about how Good Choice has found success in a challenging landscape, we sat down with Jeong-ho Ham, CRM Team Lead at Good Choice, to talk about their marketing strategy, customer engagement in the travel industry, and how they use Braze.

Travel 98

Travel Customer Engagement Engagement Marketing 98

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. One of my primary areas of focus when speaking to business leaders or frontline reps is making customer experiences as hassle-free as possible. Emotional Interactions are the Most Powerful.

Customer Experience 296

Customer Experience Hotels Travel Customers 296

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. 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience.

Marketing 233

Marketing Social Media Blog Webinar 233

Very Best Service

FEBRUARY 8, 2025

In today's digital age, social media has become a pivotal platform for customer engagement and support. Certain industries have harnessed the power of social customer service more effectively than others, leveraging it to enhance customer satisfaction and loyalty.

Customer Service 52

Customer Service Social Media Healthcare Hospitality 52

SAP Customer Experience

FEBRUARY 14, 2022

SAP Concur is committed to reinventing travel, expense, and invoice management with tools that simplify everyday processes and create better experiences. We are offering several interesting opportunities for customers to influence SAP’s Concur Solutions that will enable your businesses to have a better travel and expense management.

Travel 82

Travel Customer Engagement 2022 Engagement 82

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

Experience Investigators by 360Connext

FEBRUARY 12, 2015

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. TripIt by Concur – This travel organizer has saved me on countless occasions.

Customer Journey Mapping 230

Customer Journey Mapping Workshop Customer Journey Consulting 230

NetBase

MAY 23, 2019

When we talk about customer care, we now know we’re talking about the entire customer experience – not just isolated moments in-store, or when things go wrong. How does social listening impact customer care in one of the most experiential categories – i.e., Travel & Hospitality? Here are some ways! Immediacy Is Key.

Travel 56

Travel Customer Care Information Hotels 56

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.”. I like these changes.

Rewards Programs 133

Rewards Programs Hotels Travel Chief Customer Officer 133

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.

2020 372

2020 Airlines Social Media Hotels 372

Tricia Morris

JANUARY 29, 2016

This evolution, from corporate to customer control of relationships, is known as customer engagement – and without it, your business will become vulnerable to competitors, disruptors, and yes, even those pesky Creepers. So what can Minecraft teach us about customer engagement? You never win. And it is breathtaking.

Customer Engagement 71

Customer Engagement Engagement Travel Advertising 71

CSM Magazine

OCTOBER 30, 2024

How to do it: Acknowledge their feelings: Phrases like “I can imagine how that feels” can be comforting if they’ve issues with travel itineraries or similar. Leverage AI Interactive Avatars Why it matters: AI interactive avatars can enhance customer engagement by providing immediate, personalized responses and support.

Customer Service 52

Customer Service Seminar Exceptional Customer Service Workshop 52

Beyond Philosophy

MARCH 5, 2015

We can all learn a little about Customer centricity when we look at these examples from three major carriers in the US. 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. It’s unpleasant for everybody.

Airlines 132

Airlines Net Promoter Score Transportation CEM 132

Customer Bliss

NOVEMBER 29, 2018

The council hosts in-person meetings where they have anywhere between 12 and 20 members who travel to Denver. Build Customer Engagement into the Budget. They got about 500 applicants from across the state. There’s also a virtual meeting amongst a couple of hundred people.

Chief Customer Officer 195

Chief Customer Officer Engagement Call Center Leadership 195

TechSee

JUNE 16, 2022

His YouTube channel is a fantastic source of inspiration about customer experience and customer centricity in a digital world. In his videos, I keep people updated about the latest trends in customer experience, customer service and customer centricity. Tom Hinds, SVP Customer Engagement at Advocate Aurora Health.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

Customer Bliss

SEPTEMBER 14, 2016

Whether the experience is positive or negative, any interaction with a customer is important. Many companies depend on customer experience metrics to determine ways of increasing customer engagement and satisfaction. Catch up with her on Twitter @kathy__yoo.

Metrics 157

Metrics Customer Experience Contact Center Travel 157

Currency Alliance

FEBRUARY 26, 2021

We’ve seen this play out in travel – which explains why travel was the leading sector in the evolution of the loyalty industry. There have been travel brokers for hundreds of years. More recently we have seen travel agents and online travel agencies. These trends will only accelerate.

Loyalty 59

Loyalty Customer Engagement Engagement Airlines 59

CloudCherry

MARCH 19, 2019

DBS found that digital customers are 42% of its customer base but account for 72% of its profit; have a ROE of 27% versus 18% for traditional customers; and have a CIR that is 22% lower than traditional customers. ” . Companies can benefit from customer journey mapping exercises in many different ways.

Financial 218

Financial Metrics Customer Journey Mapping NPS 218

InMoment XI

JULY 26, 2024

Retail : Overseeing customer reviews on e-commerce platforms to enhance brand image and drive sales. Travel : Recognizing the key moments within a customer’s experience, ensuring expectations are met, and encouraging others to book. Healthcare : Managing patient reviews and feedback to ensure a positive patient experience.

Brands 195

Brands Management Social Media E Commerce 195

CSM Magazine

NOVEMBER 12, 2024

Businesses need strategies that retain customers, strengthen relationships, and drive loyalty. So, how can we move beyond the basics and explore more imaginative ways to keep customers engaged? If you want to build stronger relationships with your customers and retain them long-term, now’s the time to rethink your strategy.

Customer Retention 59

Customer Retention E Commerce Competitive Advantage Travel 59

ChurnZero

MARCH 28, 2023

One key to keeping customers is keeping them engaged. What is customer engagement? Customer engagement is the sum of all interactions between a customer and a company. For example, a customer with a software license utilization of 90% or more suggests that company-wide engagement is solid.

Customer Engagement 52

Customer Engagement Engagement Net Promoter Score Chief Customer Officer 52

TechSee

MARCH 31, 2020

Some technicians are sick or in isolation, while others face severe travel restrictions. This situation requires fast implementation of new tools and tech – by employees who don’t necessarily embrace new tools under normal circumstances. , ensuring technician and customer safety. Companies also working with limited resources.

E-support 145

E-support Telecommunications Travel Contact Center 145

Comm100

FEBRUARY 6, 2018

Out of all the customer engagement software tools that are out there, which one is right for your company? Different companies have different needs, and a very diverse number of customer engagement tools are waiting to fill those needs. Popular Customer Engagement Software Tools and Who They’re Good For?

Customer Engagement 58

Customer Engagement Engagement Social Media Omnichannel 58

Thematic

FEBRUARY 24, 2025

Customers interact with businesses through various touchpoints, including: Websites and mobile apps – Where customers browse products, make purchases, or seek information. Social media platforms – Where customers engage with brands, leave reviews and ask questions.

Insights 62

Insights Customer Experience Social Media Net Promoter Score 62

ShepHyken

APRIL 30, 2021

Dhruv Mehta is a Digital Marketing Professional at Acquire , a customer engagement platform that focuses on conversational CX. He writes about using technology to meet the evolving needs of customers and preparing for future disruptions.?. The changing conditions in 2020 redefined how we lived and worked.

2021 150

2021 Customer Service Omnichannel 2020 150

SurveySparrow

JANUARY 7, 2021

Whatever situation your customer faced, the value of providing a great customer experience hasn’t changed a bit for businesses. In fact, brands started to put more attention on improving their customer engagement. Customer Engagement in Pre-Covid World. So, what’s the wait?

Customer Engagement 52

Customer Engagement Engagement Social Media Net Promoter Score 52

ShepHyken

AUGUST 1, 2023

One of the regular assignments for their employees is to share examples of how they created a Moment of Magic® for a customer or colleague. Here is a great example of the power of this exercise and impress your customers. The client is a travel company and had a VIP client that had worked with them for more than 20 years.

Hotels 117

Hotels Travel Workshop Reference 117

Beyond Philosophy

NOVEMBER 4, 2014

Some trains in England have lavender pumped into the carriages to create a calming travel experience. One Business-to-Business client talked to us about the smell of the engines they sell and how many Customers like that. Disney uses Popcorn and other smells to attract people to their services.

Retail 148

Retail Net Promoter Score Customer Experience CEM 148

ShepHyken

DECEMBER 20, 2016

Scott Friedman Discusses the Power of Surprise in Creating Customer Engagement. Would you like to learn how your organization can stand out, create customer experiences and use celebration as a strategic tool? “If your employees feel dignified and respected, they’re going to pass it on to the customers.”

Travel 94

Travel Books Innovation Customer Engagement 94

TechSee

OCTOBER 23, 2018

AI has the power to achieve mass personalization by harnessing huge amounts of data from multiple data sources and uncovering patterns in customer behavior. AI uses interaction history to develop a specific profile of each customer, allowing them to deliver high levels of personalization in customer engagement.

Customer Service 157

Customer Service 2007 Virtual Agent 2018 157