Experience Investigators by 360Connext

APRIL 7, 2015

My husband tries another American Airlines customer service rep. That’s where we’re told that the “best they can do” is offer us a hotel “distressed passenger” discount for a hotel 40 minutes from the airport. Then we go wait for standby and realize our fate.

Airlines 307

Airlines Customer Experience Travel Books 307

InMoment XI

OCTOBER 17, 2024

Clear and specific questions are easier for customers to understand and answer, which helps reduce fatigue and improve response rates. They help collect actionable feedback to guide customer experience strategy. High-quality questions with a clear purpose behind them can capture actionable insights from customers.

Feedback 195

Feedback Insights Customers Banking 195

BirdEye

APRIL 1, 2025

Today, hotel review management is no longer a reactive taskits a strategic, revenue-driving function that directly impacts occupancy, guest loyalty, and long-term profitability. In most cases, a guest forms the first impression of your hotel long before their arrivaloften with a single glance at your online reviews.

Hotels 52

Hotels 2025 Books Management 52

InMoment XI

JANUARY 27, 2022

It’s no secret that the Head Of Operations and the Head Of Customer Experience often have differing priorities. This happens because each party, due to their experience, sees the business through a different lens. Balancing Operations and Customer Experience: A Case Study.

Airlines 397

Airlines Customer Experience 2022 Financial 397

BirdEye

JANUARY 24, 2025

Today’s digital world makes social media marketing for hotels essential to their growth strategy. With billions of potential guests hanging out on Instagram, TikTok, and Facebook, it’s a crucial way to get your hotel noticed. Bottom Line Up Front Successful hotel marketing isn't just about showing up.

Social Media 52

Social Media Hotels Marketing Travel 52

ShepHyken

JANUARY 28, 2025

Can loyalty programs drive repeat business without sacrificing the quality of customer experience? How can technology help create a seamless customer experience within a loyalty program? Loyalty programs must blend experiences, savings, and perks to maintain their appeal.

Loyalty Programs 86

Loyalty Programs Loyalty Customer Experience Rewards Programs 86

InMoment XI

AUGUST 15, 2022

And that’s why the retail customer experience is more important than ever before. Andrew Park, Vice President of Customer Experience Strategy & Enablement at InMoment, sat down with The Retail Focus Podcast to break down: Where customers’ expectations have been Where they’re going What retailers can do to keep up with it all.

Retail 397

Retail Customer Experience E Commerce Airlines 397

BlueOcean

JUNE 26, 2018

When it comes to customer experience, there’s a lot of cross-over between the hospitality industry and the contact center industry. We’re both in the business of earning a customer’s repeat business through the quality of the experience we deliver. In the hotel I currently manage, we provide suite accommodations.

Customer Service 353

Customer Service Contact Center Hospitality Hotels 353

Experience Investigators by 360Connext

MARCH 26, 2015

I’ve joked about how so many hotel “gyms” have at least one broken treadmill. The last several hotels have had working equipment! I’m grateful most hotels have abandoned the idea of the compact-yet-completely-useless hairdryer that pops out of the wall. No more broken treadmills! How lovely.

Travel 282

Travel Hotels Guest Experience Airlines 282

InMoment XI

AUGUST 14, 2024

Hospitality Hotels and resorts can use AI to analyze guest reviews and feedback forms to identify strengths and weaknesses in their services. A hotel chain might discover through AI that guests frequently mention the need for better room cleanliness. By addressing this feedback, the hotel can improve guest satisfaction and loyalty.

Feedback 195

Feedback Customer Experience Social Media Hotels 195

InMoment XI

OCTOBER 24, 2024

Customer Engagement Platform Customer engagement platforms, however, are external and focus on the interaction between customers and consumers. They integrate with apps, websites, and social media to provide a consistent customer experience across all channels. out of 5 stars.

Customer Engagement 195

Customer Engagement Engagement E Commerce Omnichannel 195

Experience Investigators by 360Connext

JANUARY 12, 2015

As an example, I stayed at a hotel monthly in Birmingham, Alabama, for a while. Realizing I never rented a car because the client was across the street, the hotel front desk person offered to pick me up from the airport each month so I wouldn’t have to take a cab. Instead of greeting a frequent shopper with a “You again?”

Loyalty 291

Loyalty Hotels Hospitality Loyalty Programs 291

ShepHyken

NOVEMBER 3, 2021

My hotels have struggled this year with our service scores. I think you’ll agree that you don’t have to be in the hotel or hospitality industry to benefit from answering these questions. It could be that a competitor is delivering a better experience. First, there must be a way to measure the experience. He writes: .

Hospitality 169

Hospitality Hotels Customer Experience Feedback 169

ShepHyken

FEBRUARY 13, 2024

Functionality versus customer experience: Do they belong together? While both may appreciate a good customer experience, one wants a different product experience.   Here’s another example. The Ritz-Carlton is obviously a fancier hotel than the Comfort Inn. The Ford costs about $25,000.

Customer Experience 145

Customer Experience Transportation Hotels Airlines 145

eglobalis

SEPTEMBER 28, 2024

Take, for example, some small Toyota dealerships in Bavaria, Germany, where experiences have highlighted a significant gap in understanding customer experience, loyalty, and service excellence among some family-owned businesses. This erodes trust between the brand and the customer.

Automotive 478

Automotive Loyalty Return on Investment Transportation 478

InMoment XI

OCTOBER 4, 2024

Managing this experience through a customer-centric approach can help businesses strengthen their customer relationships for long-term success. What is Customer Experience Management? To grasp customer experience management, it’s essential to first understand customer experience itself.

Customer Experience Management 195

Customer Experience Management Customer Experience Management 2024 195

Bill Quiseng

OCTOBER 9, 2024

So, I encourage you to remind yourself and your colleagues every day about each one of The Rule of Three QUI TAKEAWAYS to Customer Service and Customer Experience. I am here to tell you that if you’re not in the Top Three, you don’t even exist in the minds of your potential customers. Here’s why. But I digress.

Customer Service 173

Customer Service Customer Experience Social Media Loyalty 173

GetFeedback

JULY 19, 2019

When it comes to customer experience (CX) , I can think of many, many things we all know to be true. . We can all agree customers expect more of us than ever. With advances in and the rapid adoption of technology, we’re able to interact with customers in different ways and places all along the customer journey.

ROI 309

ROI Touchpoint Hotels Customer Journey 309

Experience Investigators by 360Connext

NOVEMBER 12, 2014

This same rule applies to any part of the customer experience we want to feel special. Can your customer see him or herself in the special experience you’re offering? In the rush to amaze and delight, a la Zappos , organizations often overlook ways to truly provide experiences meaningful to that customer.

Brands 259

Brands Hotels Consulting Workshop 259

InMoment XI

MARCH 11, 2024

In order to create a truly great customer experience, you need to implement a customer feedback loop that will integrate your customers into the business. Based on this analysis, actions are taken to address any issues, capitalize on strengths, or make enhancements to the product, service, or customer experience.

Feedback 195

Feedback Net Promoter Score Customer Experience Social Media 195

Customer Bliss

JUNE 20, 2017

Jackie McAtee, Vice President of Marketing and Customer Experience for Mayfair Medical Imaging, and I discuss her path from hospitality and marketing to her hybrid role of both marketing and customer experience. Episode overview. About Jackie. It’s in Dubai.). They may feel threatened, confused, etc.

Innovation 200

Innovation Healthcare Customer Experience Net Promoter Score 200

Customer Bliss

MARCH 21, 2019

Be sure it’s customer-focused, not self-focused,” says Horst Schulze , Founder, Chairman & CEO of the Capella Hotel Group, and Co-founder & Former COO of The Ritz-Carlton Hotel Co. One who leads with a vision and principles that can transform both employee and customer experience?

Hotels 192

Hotels Employee Experience Leadership Magazine 192

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.

Customer Experience 150

Customer Experience Hotels Social Media Omnichannel 150

Kate Nasser

DECEMBER 11, 2022

Hotel leaders, are your employees problem solvers? Do they deliver the very best hotel customer experience? Regardless of what type of hotel you run, your customers expect your hotel employees to solve their problems — all the time. OK that makes sense. Yet […].

Hotels 68

Hotels Customer Experience Customer Expectations Customers 68

TechSee

FEBRUARY 5, 2019

If 2018 was a year when customer experience professionals came under intense pressure to map out tangible results from heavy investment, 2019 is shaping up to be the year when next generation customer experience will deliver on the promise of a wide range of new technologies. Augmented Reality Customer Experience.

2019 173

2019 Customer Experience ROI 2025 173

Experience Investigators by 360Connext

JULY 9, 2024

Regis Hotel about the power of core values like transparency and collaboration in fostering a cohesive organizational culture. Discover how aligning personal and company values can enrich work experiences and create stronger customer relationships. You’ll also hear compelling stories from GitLab and the St.

2024 284

2024 Fashion B2C Hotels 284

Alida

JULY 17, 2017

To develop mutual benefits, you need three things: a move from transactional to lifetime relationships, shared value between customer and brand, and Relationship Memory ™ to foster ongoing, authentic interactions. As predicted by Gartner , 89% of businesses will compete primarily on customer experience by 2017. The secret?

2017 172

2017 Customer Experience Hotels 2025 172

Beyond Philosophy

JULY 13, 2021

Sometimes your Customer Experience requires you to outsource a portion of it to a third party. Maybe it’s an installer or a tow truck service, or even an entire call center, but whatever or whoever it is, this part of the experience is not under your control. Today, we will examine whether this is a good idea or not.

Customer Experience 167

Customer Experience Call Center Hotels Insurance 167

Customer Bliss

AUGUST 8, 2019

The following books should be in your arsenal for customer experience transformation. The authors of the following books have also been guests on my podcast, The Chief Customer Officer Human Duct Tape Show. knows a thing or two about creating memorable experiences and providing stellar customer service.

Books 143

Books Chief Customer Officer Hotels Customer Experience 143

TechSee

APRIL 10, 2019

In the highly competitive telecom industry, customer experience is a critical factor in building and maintaining a competitive advantage. A recent report by Forrester takes this concept one step further by proving that improving customer experience in telecoms delivers a boost to all KPIs. And by how much? Boost revenues?

Customer Experience 154

Customer Experience Omnichannel Customer Centricity Social Media 154

CloudCherry

MARCH 7, 2018

Businesses use it to garner essential customer insights that allow them to create the delightful customer experiences and compete at the top level. However, they might not be aware that there is more data available related to how the customer arrived on the site and on the reservation page. No One Realizes It Exists.

Customer Experience 186

Customer Experience Hotels Customers Insights 186

Help Scout

JUNE 17, 2021

We’ve all read those great customer experience stories that make us feel awed and admiring, but some of those stand-out examples can be misleading. To wow your customers and drive loyalty, you need to represent both stability and those moments of amazement.

Customer Experience 122

Customer Experience Hotels Banking Airlines 122

PeopleMetrics

APRIL 11, 2025

And, most importantly, you can do something about the feedback before the customer walks out your dooror posts about their bad experience online. But AI Is Taking It to a Whole New Level Restaurants, hotels, car rental agencies theyve been experimenting with in-moment feedback for years. Thats not customer experience.

Feedback 62

Feedback Hotels Customer Journey Loyalty 62

GetFeedback

NOVEMBER 25, 2019

Hotels: 76%. If your industry didn’t make it into the ACSI list, comparing yourself to the overall US customer satisfaction score of 76.5% While it helps to know where you stand relative to your peers, the key to success is to focus on always improving your own score and customer experience. . Food Manufacturing: 82%.

Customer Satisfaction 293

Customer Satisfaction Apparel Insurance Wireless 293

Customer Bliss

APRIL 11, 2018

The ‘Make Mom Proud’ Standard For How to Treat Your Customers , but I share them with you here as a peek into the contents of this new book – established to provide you with a new set of tools to simplify and advance your customer experience and culture transformation. How would company act if every customer were your mom?

Hotels 209

Hotels Insurance Books Banking 209

InMoment XI

AUGUST 1, 2024

Understanding customer sentiment is essential for businesses trying to enhance their customer experience and drive growth. In this post, we’ll dive into what customer sentiment is, why it matters, and how you can measure and improve it to boost your business performance. Why is Customer Sentiment Important?

Measurement 195

Measurement Hotels Social Media Hospitality 195

ShepHyken

FEBRUARY 4, 2025

In Gs words, You extract the customer from the experience and help them at that moment rather than force them to go through a process that, for them, could be confusing, cumbersome, or just not pleasant. In the Moment Feedback This reminded me of an experience I am having more and more after checking into a hotel.

Feedback 91

Feedback Government Hotels Workshop 91