GetFeedback

JANUARY 19, 2020

To prepare for a recent business trip, I booked a roundtrip flight, hotel, and rental car. For example, a few hours after checking into my hotel, I got an email with this message. If I just wanted to give feedback to Expedia or the hotel, I’d probably drop out at this point. . Touchpoint survey best practices.

Touchpoint 365

Touchpoint Customer Journey Measurement Social Media 365

InMoment XI

JULY 16, 2024

Customers expect not only to be heard but also understood and swiftly responded to. With this in mind, we want to make it clear that it isn’t just about monitoring and management of these feedback channels, but actively engaging with and learning from your customers. Overlooking it might spell your downfall.

Management 195

Management Social Media Hotels Airlines 195

InMoment XI

JULY 16, 2024

Customers expect not only to be heard but also understood and swiftly responded to. With this in mind, we want to make it clear that it isn’t just about monitoring and management of these feedback channels, but actively engaging with and learning from your customers. Overlooking it might spell your downfall.

Management 195

Management Social Media Hotels Airlines 195

ijgolding

NOVEMBER 18, 2014

I often do not get much chance to see the sights and experience the culture, but I do get the opportunity to eat nice food, stay in good hotels and travel with well known operators. The question is, would they be able to meet my expectations or not? Let me start with the W Hotel in Leicester Square. Whose glass is this?

Customer Expectations 86

Customer Expectations Hotels Airlines Travel 86

ProProfs Chat

AUGUST 28, 2020

That’s why customers have higher expectations from you. Looking at growing customer expectations, 70% of businesses are working towards improving the customer experience as they expect more personalization.”. Customers also expect flexibility and consistency when communicating with a brand.

Customer Expectations 105

Customer Expectations Net Promoter Score E-support Customers 105

InMoment XI

JANUARY 17, 2024

Guest experience refers to the overall impression and satisfaction that a guest has during their interactions with a hospitality brand or establishment, such as hotels, restaurants, resorts, and attractions. Positive guest experiences lead to higher customer satisfaction levels. What is Guest Experience?

Guest Experience 195

Guest Experience Hospitality Hotels Travel 195

Bill Quiseng

OCTOBER 9, 2024

So, when it comes to your customers and you and your business, think RELATIONSHIPS or Go Broke. QUI TAKEAWAY: Customer loyalty is not one BIG WOW to a customer. It’s one little wow delivered consistently to every customer. For hotels, offer bottled water at arrival and departure. Relationships build loyalty.

Customer Service 173

Customer Service Customer Experience Social Media Loyalty 173

Alida

JULY 17, 2017

To get insight from your customers, make sure that they feel part of a mutually beneficial relationship. Loyalty programs, for example, are a great way to ensure a constant flow of insight from your customers. Surveys deliver the opposite, and it’s why customers are perceiving them more and more negatively.

2017 172

2017 Customer Experience Hotels 2025 172

Beyond Philosophy

OCTOBER 18, 2017

However, emotions, not logic, drive our behavior, particularly as customers. Nevertheless, moments in an experience betray the fact that many organizations ignore the role emotions play in Customer Experience outcomes. The hotel mini-bar is a great example. The mini-bar seems customer-focused at first glance.

Hotels 136

Hotels Consulting Customers Webinar 136

Comm100

OCTOBER 27, 2016

Customer satisfaction is dependent upon knowing your customers’ needs and expectations. But your ability to meet, and even exceed customer expectations is often dependent upon what customers think their experience should look like. They include: Your communication to the customer.

Customer Expectations 78

Customer Expectations Management Social Media Download 78

CSM Magazine

OCTOBER 29, 2024

Here are a few ways customer service can help reinforce compliance efforts: Customer Education: Customer service representatives can help educate customers about the company’s compliance practices, particularly if they impact the customer experience.

Measurement 52

Measurement Customer Service Hotels Financial 52

C3Centricity

FEBRUARY 20, 2018

A recent post by John Ollila on Loyalty Lobby about customer journey maps and touchpoints in the leisure industry prompted me to share with you, an experience I had recently with the Hilton Group. After all, why pay a booking site when I know the hotel I want to stay in, right? On this occasion I was proven seriously wrong!

Customer Journey Mapping 116

Customer Journey Mapping Customer Journey Hotels Books 116

GetFeedback

DECEMBER 2, 2019

Focusing on your customers will result in increased loyalty, more positive word-of-mouth referrals, and higher spend from your best customers. It costs five times more to sell to a new customer than to sell to a happy one. Your satisfied customers spend 15% more with your brand. First things first. Get the Guide.

ROI 195

ROI Customer Satisfaction Loyalty Measurement 195

Bill Quiseng

FEBRUARY 7, 2022

Customer loyalty is not one BIG WOW to a customer. It’s one little wow delivered consistently to every customer. And when you consistently deliver a little wow, you transform a neutral customer experience into a positive one. For hotels, offer bottled water at arrival or departure.

Hotels 130

Hotels Retail Loyalty Customers 130

CSM Magazine

MARCH 19, 2025

Customer Expectations Have Changed Modern customers expect instant responses when they contact support teams. AI-powered translation enables companies to respond in real-time, ensuring faster resolution times and increased customer satisfaction.

E Commerce 59

E Commerce E-support 2030 Competitive Advantage 59

Bill Quiseng

JUNE 21, 2023

This June, I present each one of the Three Principles to Build Customer Loyalty. You have been happy that your customers leave satisfied. Customer loyalty is not ONE BIG WOW to a customer. For hotels, offer bottled water at arrival and departure. Relationships build loyalty. Serve to WOW them.

B2C 134

B2C Loyalty Hotels B2B 134

Magellan Solutions

JANUARY 19, 2024

Why is a 24-hour front desk hotel essential in modern hospitality? The front desk is the heart of a hotel, managing guest experiences and providing 24/7 hospitality. It makes every moment memorable and elevates the customer experience. Discover how this round-the-clock service enhances the charm of your hotel.

Hotels 52

Hotels Hospitality Guest Experience Travel 52

TechSee

SEPTEMBER 24, 2019

On his last trip to London, he stayed at the Lord Rochester Hotel, since his tried-and-trusted Hotel Miranda Grand was overbooked. Was this evidence of a successful customer experience strategy? Delivering a consistent customer experience is imperative for companies that want to drive loyalty. Will Sam be back?

Customer Experience 150

Customer Experience Hotels Social Media Omnichannel 150

CSM Magazine

FEBRUARY 5, 2025

You’ll see how thoughtful recovery strategies can rebuild trust, exceed expectations, and even create lasting loyalty. Understanding the Customer Service Recovery Paradox When things go wrong in business, it often feels like theres no way to undo the damage. procedural justice (was the process smooth?),

Brands 52

Brands Customer Service Airlines Net Promoter Score 52

Thematic

MARCH 30, 2025

Customer expectations today are sky-high, and simply collecting feedback isn’t enough. In fact, 73% of customers expect companies to understand their unique needs and expectations, yet too many customers still feel ignored. What Does Closing the Customer Feedback Loop Mean? That silence?

Feedback 62

Feedback Roadmap NPS Loyalty 62

InMoment XI

OCTOBER 4, 2024

Customer Experience Management (CXM) is the set of processes that aims to deliver that positive experience to your customers at each step of their journey. It helps brands track, analyze, and organize each customer interaction with them. It helps enhance customer loyalty.

Customer Experience Management 195

Customer Experience Management Customer Experience Management 2024 195

InMoment XI

JANUARY 16, 2024

Customers appreciate the convenience of instant assistance, personalized recommendations, and the ability of businesses to anticipate and address their needs. Improved customer satisfaction not only fosters loyalty but can also lead to positive word-of-mouth, attracting new customers to the brand.

Contact Center 195

Contact Center Virtual Agent E Commerce E-support 195

Currency Alliance

JANUARY 18, 2021

It’s time for hotel operators to re-evaluate how well their ace in the hole – their loyalty program – is enabling every function of their business to deliver more value. Here are three predictions of how loyalty programs must evolve in hospitality. The hotel is a dispensary of experiences. A bed is not just a bed.

Hospitality 52

Hospitality Loyalty Hotels Loyalty Programs 52

ShepHyken

MARCH 2, 2020

Use This Pyramid To Increase Customer Loyalty and Grow Your Revenue by Allyssa Munro. My Comment: Using Maslow’s Hierarchy of Needs as a starting point, the author uses the model to assess customer loyalty. The new guest-centric look of loyalty for hotels by Mitra Sorrells. Lots to learn here.

2020 82

2020 Article Customer Service Hospitality 82

TechSee

MARCH 26, 2019

Take a few minutes for a quick refresher course on Net Promoter Score and then download the data sheet to learn the 10 reasons why Visual Support will make a world of difference to how you keep your customers satisfied. Net Promoter Score (NPS) is an easy-to-calculate management tool that is widely used to gauge customer loyalty.

Net Promoter Score 136

Net Promoter Score NPS Contact Center Call Center 136

Bill Quiseng

JUNE 14, 2023

Once every week throughout June, I offer each one of the Three Principles to Build Customer Loyalty. QUI Takeaway: Customers pay for their experience, not your product or service. Customers seek the best emotional value in their experience, not your logically reasonable price, product, or service. This is a QUI concept.

Hotels 109

Hotels Loyalty Touchpoint Customer Expectations 109

C3Centricity

OCTOBER 1, 2019

I was recently in the US and as seems to be the norm these days, the hotel in which I stayed asked me to rate their performance afterwards. I completed their form, giving only four and five-star ratings, as I had been very satisfied with my stay, the hotel rooms, the staff and their services. ” Shocking mail isn’t it?

Customer Satisfaction 98

Customer Satisfaction Hotels Marketing Customer Centricity 98

Beyond Philosophy

AUGUST 17, 2015

One of the things most well understood about reliability and consistency within expectations is that, when these delivery components fall outside of, i.e. below, customer expectations, they often trigger emotional responses, which drive strong memories and downstream behavior. . Think about it. order completeness rate and 99.5%

White Paper 100

White Paper Multi-Channel Hotels Banking 100

ijgolding

DECEMBER 9, 2014

Some of the emails are from my wonderful friends and family wishing me ‘many happy returns’ However many of the emails are from companies eager to show me how important I am as a customer. It is all part of developing ongoing relationships with customers. JD Williams are not the only company to get a customers name wrong.

Hotels 84

Hotels Customer Retention 2010 Retail 84

BlueOcean

NOVEMBER 29, 2023

When your customer first interacts with our customer care team, we want them to fall in love with your brand or remember why they loved your brand in the first place. We want to deliver an experience that makes them feel heard, deliver the resolution they need, and inspire long-term brand loyalty. (If

Contact Center 156

Contact Center Multi-Channel Customer Care Touchpoint 156

ijgolding

JUNE 15, 2015

The video served as an extremely powerful lesson of the damage that FAILURE to deliver the experiences that customers EXPECT from a brand can do. For over 100 years, the hotel has been pampering the rich and famous. Those numbers would have been HUGE if the video was still accessible today.

Hotels 97

Hotels Brands Entertainment Events 97

Thematic

OCTOBER 30, 2024

But unless you actively seek and listen to what they’re saying and analyze customer behavior, your products and services will likely be out of sync with their evolving expectations. However, raw feedback data taken at face value can miss the mark and lead to flawed assumptions about what customers really care about.

Voice of Customer 62

Voice of Customer Insights E Commerce E-support 62

SurveySensum

JUNE 25, 2019

Experience management trends keep changing but gaining customer loyalty and acquisition have been the key focus areas for the restaurant industry. Offering exceptional guest experience is on the priority list for successful restaurants or hotels. And the answer is simple – by offering what customers expect.

Guest Experience 75

Guest Experience Management Hotels Return on Investment 75

Currency Alliance

JULY 16, 2024

‘Dynamic pricing’ is normally discussed in terms of the pricing of inventory – such as the cash price for a given hotel room, airline seat, or commodities, etc. But this concept should also apply to the redemption value of loyalty points and miles. The redemption value of a loyalty currency is fixed by most brands.

ROI 40

ROI Loyalty Loyalty Programs Hotels 40

InteractionMetrics

MARCH 27, 2025

If youre ready to genuinely listen to your customers and turn their insights into lasting loyalty, contact us to learn more about how surveys built with our key principles in mind boost your customer retention. This is what allows you to build deeper connections and boost customer loyalty with your buyers.

Customer Retention 52

Customer Retention Metrics Net Promoter Score Loyalty Programs 52

PeopleMetrics

APRIL 17, 2015

With a good CX strategy, more prospects will become leads and more leads will become customers. If you can gain more customers from the same traffic base, you’ll lower CAC. Secondly, CX increases customer loyalty and retention. Getting a customer has to cost less than the revenue generated by the customer.

Customer Experience 108

Customer Experience Marketing Wireless 2016 108

ShepHyken

OCTOBER 11, 2021

Here are the four best ways to make sure your customer service is top-notch in 2021. My Comment: This article hits on some of the basics of a great customer experience. And, it’s not about being “over-the-top,” but simply doing what customers expect. by Max Starkov.

2021 78

2021 Article Customer Service Hospitality 78