LoyaltyPlus

JUNE 12, 2022

Hotels are showing signs of recovery across the Southern, Western, and East African markets following the turbulence of the past two years. Hotels must therefore look to strengthening relationships with guests and deliver more tailored services if they are to capitalise on this momentum. Furthermore, hotels contributed 66% to the 98.3%

Hotels 40

Hotels Tourism Guest Experience Social Media 40

BirdEye

SEPTEMBER 4, 2024

We’ll explore how to leverage each platform to its fullest potential, helping you secure more user-generated reviews, valuable customer insights, and, ultimately, more bookings. Its navigation service, Google Maps , incorporates user reviews and ratings for various businesses, including hotels, restaurants, and landmarks.

Travel 105

Travel Books Hotels Social Media 105

InMoment XI

FEBRUARY 5, 2024

Users can leave reviews for various establishments such as restaurants, hotels, shops, and more. This can be a powerful motivator for potential customers who are considering a purchase or service. Customer Insights: Reviews offer businesses insights to the emotions and experiences of their customers.

Competitive Advantage 195

Competitive Advantage 2024 Consumers Feedback 195

Clarabridge

OCTOBER 12, 2015

Working with Clarabridge, Rotana Hotels, one of the leading hotel groups in the Middle East and Africa, overhauled their guest survey and designed a more personalized survey experience, customized to each guest’s stay. At Rotana Hotels, low survey scores or customer complaints trigger an automated response management process.

Customer Experience 75

Customer Experience Hotels Loyalty Programs Social Media 75

ShepHyken

APRIL 3, 2017

This short article makes the case for why internal service is important and teaches us a few questions we should be asking our fellow employees (internal customers). 10 Traits of a Great Hotel Front Desk Agent by Rupesh Patel. Do they have hotel experience? Did they come from another hotel? Want Loyal Customers?

2017 76

2017 Article Social Media Customer Service 76

InMoment XI

SEPTEMBER 25, 2024

.” — Andy Huang, AIA LEED Associate Designer, Gensler Aviation and Transportation Studio Hospitality & Hotel Management Revinate helps over 30,000 hospitality providers measure online presence, analyze consumer feedback, and reinvent the guest experience.

Insights 195

Insights Social Media Net Promoter Score Events 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. Ask any traveler checking into a hotel after an exhausting business meeting, a white-knuckle flight, or a surprise marriage proposal. A bed is not just a bed.

Hospitality 52

Hospitality Loyalty Hotels Loyalty Programs 52

Forrester's Customer Insights

SEPTEMBER 21, 2014

For instance, the airline provides social booking services on WeChat to enable customer-to-business product innovation. customer analytics. customer insights. Customer Insights Social Intelligence big data customer analytics customer insights social listening' social listening.

Social Media 53

Social Media Airlines Transportation Travel 53

CSM Magazine

JANUARY 3, 2025

Freshdesk AI also offers advanced analytics and reporting features, providing valuable insights into customer interactions and support performance. Sentiment Analysis and Contextual Understanding Salesforce Einstein Salesforce Einstein is an AI-powered tool that provides deep customer insights for multilingual interactions.

2025 52

2025 E-support Customer Satisfaction E Commerce 52

Thematic

FEBRUARY 23, 2025

Example: A hotel chain analyzing customer reviews can extract mentions of specific locations (e.g., "New York branch") to assess performance across different regions. Your Next Steps Text analytics is a powerful tool for uncovering customer insights, improving operations, and driving business growth.

Social Media 62

Social Media E-support Feedback Insights 62

Maz Iqbal

SEPTEMBER 18, 2014

What’s more, the two back office functions were a lot more responsive when someone from reception would call asking for help to resolve a customer problem. According to the authors: … InterLodge hotel business unit’s gross margin increased by 20 percent within eighteen months. What Results Showed Up At InterLodge?

Customer Centricity 67

Customer Centricity Hotels Travel Leadership 67

ReviewTrackers

JULY 27, 2017

Welcome to Customer Insights , a weekly digest of the most important stories about online reviews, customer feedback, and customer experience. This week: Banks must adopt a customer journey mindset, healthcare leaders discuss the importance of data, and more. Get Into the Right Mindset.

Customer Journey 50

Customer Journey Insurance Healthcare Hotels 50

ReviewTrackers

APRIL 27, 2017

Welcome to Customer Insights , a weekly digest of the most important stories about online reviews, customer feedback, and customer experience. It’s the end of the month, so that means this weeks’ Customer Insights focuses on four different industries: banking, hospitality, healthcare, and technology.

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2007 2009 Insurance Healthcare 50

Thematic

OCTOBER 30, 2024

VoC analysis streamlines this process by providing real-time feedback from customers. By leveraging customer insights, businesses can make informed decisions quickly, saving time and resources while reducing the risk of launching products that do not meet market needs.

Voice of Customer 62

Voice of Customer Insights E Commerce E-support 62

Currency Alliance

JUNE 1, 2020

If you operate a hotel or airline, the margin on incremental revenue from rooms or seats that would have gone unsold is more than 80%. Create ‘wow’ moments to keep customers engaged. That would increase gross revenue in the short-term and dramatically increase retention – because you are keeping the customer’s value in your ecosystem.

Loyalty 72

Loyalty Consumers Marketing Loyalty Programs 72

InteractionMetrics

NOVEMBER 11, 2024

Key takeaways: NPS has become a gamed system: Companies often prioritize the score itself over genuine customer feedback, leading to data that’s not meaningful. Gather real customer insights: Improve surveys by using a combination of well-crafted surveys, in-depth interviews, and careful analysis of customer behavior.

NPS 52

NPS Net Promoter Score 2003 Airlines 52

Currency Alliance

MARCH 20, 2020

share customer insight among partners, so you know how to maximize lifetime value for each customer, and can create more personalized engagement. Create a list of five important customer segments. For each segment, brainstorm which other brands those customers engage with more than a few times a year. What to do?

Loyalty Programs 52

Loyalty Programs Loyalty Hotels Travel 52

Clarabridge

FEBRUARY 23, 2017

We are excited to announce that we are now accepting nominations for the 2017 Clarabridge Customer Experience Champion (CxC) awards – North America. This is your chance to shine a light on all that you’re doing to put the customer first. 4- And of course, win some prizes ! They will be awarded two free passes to the C3 2017 event.

2017 49

2017 Customer Experience Hotels Airlines 49

Lumoa

APRIL 28, 2024

You can also analyze support tickets and the emotion behind what your customer is saying. Lumoa also launched ‘ Ask Lumoa ‘ where you can simply ask the AI any questions and get insights based on your data. Think ChatGPT but for your customer insights.

Feedback 78

Feedback Multi-Channel Consulting Social Media 78

Eptica

APRIL 18, 2018

Author: Pauline Ashenden Not only are holidaymakers now booking their travel and accommodation online, but the web has also paved the way for new business models, with more people going direct to hotels and airlines rather than booking complete packages from traditional travel agents. Share this page on: Tweet.

Travel 49

Travel Brands Airlines Customer Experience 49

BirdEye

NOVEMBER 8, 2023

Hotel review websites you can’t ignore What makes hotel review websites a reliable source of information before any traveler plans their journey is that reviews here offer a realistic and informed perception of accommodations, amenities, and services. Here are the two top sites for hotel reviews most people trust: 40.

Travel 59

Travel Hotels Social Media Advertising 59

Currency Alliance

OCTOBER 12, 2021

The best-known loyalty programs are made up of many partnerships – such as United Airlines and Hilton Hotels, or Emirates and Marriott. The majority of existing partnerships at big loyalty programs are brokered with one goal in mind: creating more value for the most frequent customers.

Loyalty 59

Loyalty Loyalty Programs Airlines Travel 59

SurveySensum

JULY 14, 2020

He is both CCXP and CMRP certified, has been listed in the top 25 CX professionals by CX Magazine, and also published a book on Customer Experience. He specializes in operationalizing customer insight to drive better customer outcomes. Arie Goldshlager – Customer Strategy, Customer Analytics, Innovation Consultant.

2020 132

2020 Customer Experience Magazine Consulting 132

ReviewTrackers

JUNE 1, 2017

Welcome to Customer Insights , a weekly digest of the most important stories about online reviews, customer feedback, and customer experience. This week: Hotels must find ways to make it easy for guests to stay active. Subscribe to receive these stories and more every week in your inbox.

Customer Experience 50

Customer Experience Hospitality Hotels Travel 50

Clarabridge

FEBRUARY 21, 2017

We are excited to announce that we are now accepting nominations for the 2017 Clarabridge Customer Experience Champion (CxC) awards – North America. This is your chance to shine a light on all that you’re doing to put the customer first. 4- And of course, win some prizes ! They will be awarded two free passes to the C3 2017 event.

2017 40

2017 Customer Experience Hotels Airlines 40

Thematic

FEBRUARY 15, 2019

Last week, I attended the Chief Customer Officers & Influencers conference in Atlanta. I got a chance to give a keynote on how companies can disrupt themselves through customer insights and this post summarizes some of the key points I made. It’s a continuous process of iterating on customer insights.

Chief Customer Officer 54

Chief Customer Officer Net Promoter Score Hotels Feedback 54

InteractionMetrics

NOVEMBER 20, 2023

In certain industries, customers aren’t likely to recommend companies to their peers at all, no matter what their satisfaction level might be. That’s why we generally recommend the Net Promoter Score (NPS) is best for companies in industries where customers are likely to recommend them, such as luxury hotels or spendy restaurants.

Net Promoter Score 52

Net Promoter Score NPS 2003 Touchpoint 52

Thematic

MARCH 29, 2020

These types of solutions are often described as ‘Customer Insights’ platforms, or more recently, Unified Data Analytics. Advantages: Some structure (they have scores!), feedback of both your and your competitors’ products. Below I’ll share how you can ensure that your feedback is analyzed effectively.

Feedback 111

Feedback E-support Metrics NPS 111

Kustomer

JUNE 1, 2023

Below are some of the benefits of doing so: Reduced costs: Data-driven personal customer service can help businesses identify areas where they can streamline their operations and reduce costs. For example, by automating certain customer service tasks, businesses can free up staff to focus on more complex issues.

Customer Service 56

Customer Service Hotels Customer Service Strategies Social Media 56

SurveySensum

MARCH 14, 2025

Surveys are widely used because they offer scalability, cost-effectiveness, and data-driven insights. They help businesses analyze customer preferences, product performance, and overall market demand. Understand Your Customers Like Never Before With SurveySensums AI-Powered Market Research Tool!

Marketing 52

Marketing Social Media Demo Insights 52

Currency Alliance

MAY 9, 2019

Independent of market positioning, unique customer insight will become the primary competitive advantage. We also learned a lot about customer preferences based on their choices. Over the past 25 years, intense battles have been fought for flights, hotels, rental cards, activities between suppliers and aggregators.

Loyalty 56

Loyalty Loyalty Programs Airlines Travel 56

ClearAction

MARCH 20, 2020

My friend Carol Borghesi, former SVP of Customers First Culture at TELUS, always reminds people about overlooking so-called cash in the attic. By this she’s referring to customer insights you have on-hand, that have yet to be harvested. In-situ feedback opportunities are less intrusive on customers’ time and energy.

Customer Centricity 62

Customer Centricity 2001 Voice of Customer Customers 62

Pointillist

APRIL 26, 2018

As per the ‘State of Customer Experience in 2018’ survey , one of the biggest roadblocks to delivering exceptional customer experience is dealing with customer data. Without a single customer view and real-time insights, organizations struggle to deliver the quality experiences that customers are looking for today.

Customer Experience 72

Customer Experience Events Touchpoint Customer Journey 72

Currency Alliance

DECEMBER 19, 2022

In loyalty, this can be especially powerful in using distressed inventory to create greater customer value for members, in adjusting margins based on demand, or proactively managing program liability. This will allow brands to build greater affinity by anticipating customer objectives and being present when the customer needs your help.

Loyalty 52

Loyalty Marketing Airlines Loyalty Programs 52

Lumoa

JUNE 22, 2021

Long track record with gathering insights and operationalizing improvements based on voice of the customer, establishing customer insight programs, and working strategically and operative with CX and customer journey management. So, I was 19-20 years, I moved to Spain, I started working in a hotel there.

Customer Centricity 78

Customer Centricity Insights Hotels Customer Experience 78

Currency Alliance

DECEMBER 1, 2020

If companies keep operating their loyalty programs like they did in 2000, then by 2025 it’s likely they’ll be investing a lot of money in programs that their customers use only once, and quickly recognize it could be a decade before they reach interesting rewards. Why should investing in loyalty be different?

Loyalty Programs 52

Loyalty Programs 2025 Loyalty Multi-Channel 52

Currency Alliance

FEBRUARY 26, 2019

Being better than startups in your sector, and retaining market share, can increase the lifetime value (LTV) of each customer. But the challenge is meeting that customer’s increasingly lofty demands. Choice Hotels’ Smart Privilege scheme is another good example. Choice Hotels introduced a Book. savings on points.

Loyalty 45

Loyalty 2019 Loyalty Programs Hotels 45