InMoment XI

OCTOBER 19, 2021

I thought I’d spend a moment explaining what these announcements mean for those of us who are VoC, CX and Customer Insights professionals. We sometimes ask questions the customer may or may not know the answer to—for example, did we resolve your issue today? It’s an amazing source of customer feedback.

Customer Experience 221

Customer Experience Social Media Call Center Metrics 221

GetFeedback

JULY 19, 2019

The airline tracked this back to a lack of amenities for early morning travelers. JetBlue responded by passing out water, juice, and coffee to customers at that airport. Your VoC data may not be as structured as JetBlue’s. JetBlue has a massive, mature VoC program.

ROI 309

ROI Touchpoint Hotels Customer Journey 309

Customer Bliss

SEPTEMBER 14, 2016

If you take time to consider your business objectives to create a well-researched strategy, customer experience metrics can help your business reach its goals. You can make the transition from traditional software to CRM analytics and improve productivity, gain customer insights, and reduce costs.

Metrics 157

Metrics Customer Experience Contact Center Travel 157

Eptica

APRIL 18, 2018

Date: Wednesday, April 18, 2018 How good is the digital customer experience from travel brands? So, how are UK travel companies doing in terms of online customer experience? Email performance was particularly poor with only two successful answers received by travel brands - and one those took over 7 days.

Travel 49

Travel Brands Airlines Customer Experience 49

GetFeedback

JANUARY 21, 2019

So how do you gather the customer insight you need? Customer surveys. If done right, surveys can bridge the gap between what content you already provide and what content your customers are looking for. This is particularly true for certain verticals such as healthcare, hospitality, retail, and travel.

Marketing 210

Marketing Healthcare Webinar Blog 210

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

Currency Alliance

SEPTEMBER 17, 2019

First up: the travel & hospitality sector. Travel is one of the most venerable loyalty sectors – so it may surprise some that leading brands often approach Currency Alliance, asking for help to find additional loyalty partners. Competition and opportunities have proliferated beyond travel brands’ core markets.

Loyalty Programs 40

Loyalty Programs Travel Loyalty Airlines 40

Customers That Stick

NOVEMBER 13, 2014

Tell us how one outside influence impacted your customer service or customer experience thinking. book, movie, sporting event, relationship, travel). In your own personal experience, has customer service gotten better or worse in the past five years? I feel customer service has improved.

Customer Experience 137

Customer Experience Contact Center Sports Social Media 137

ShepHyken

DECEMBER 4, 2020

If this airline has primarily leisure travelers (i.e. families, vacationers, infrequent travelers) the adoption of this technology will likely be low. This is an example of the “next shiny thing” investment that is not strategic and will have a limited impact on the customer experience of that airline.

Roadmap 113

Roadmap Customer Experience Airlines Travel 113

Forrester's Customer Insights

JUNE 30, 2021

On the other, closed borders, stay-at-home mandates, and pervasive consumer fears brought the travel industry to a grinding halt. On the one hand, consumers expressed an ongoing appetite for adventure and variety of experience. Now that pandemic restrictions have […].

Travel 57

Travel Consumers 2020 Customer Insights 57

Customer Bliss

MAY 4, 2017

In this role, she leads the efforts on building out the customer experience (CX) strategy, the roadmap for driving CX improvements in all six CX disciplines and she is responsible for the centralized CX programs such as the Net Promoter Score customer listening program and the journey mapping center of excellence.

Leadership 160

Leadership Customer Experience Net Promoter Score B2B 160

Thematic

JANUARY 16, 2025

Text analytics digs into data—customer reviews, emails, and social media posts—to show you what’s working and what’s not. Customer insights help you make smarter decisions to improve your products and services. When you do, your customers will be happier. It’s simple.

Social Media 62

Social Media Travel Feedback Competitive Advantage 62

TechSee

JUNE 16, 2022

Sharad is the Managing Director (Strategy and Analytics) and global leader in the Applied Intelligence practice at Accenture, with deep expertise in AI-powered customer engagement, and the enterprise-wide adoption of AI across industries, including insurance, communications, travel, and health care.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

SurveySensum

NOVEMBER 22, 2023

billion active social media customers. If you run a travel blog, for instance, post questions to gather feedback from your followers about their dream travel destinations. This is another way to invite customers to share their thoughts and preferences in a more private and personalized manner. And the best part?

Feedback 52

Feedback Customer Insights Insights E Commerce 52

SurveySensum

MARCH 5, 2025

Gain a unified view of the customer journey across all channels for prompt action. Streamline your contact center activities with consolidated customer data. For example , a travel company used text analytics to analyze past interactions and preferences.

Call Center 52

Call Center Contact Center E Commerce E-support 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

Thematic

MARCH 26, 2025

In particular, customer review analysis helps surface recurring themes and pain points shared in public feedback, giving teams a clearer picture of user sentiment. Without a structured feedback loop, businesses operate in the dark, relying on assumptions rather than real customer insights.

Feedback 62

Feedback Social Media Customers E-support 62

Zeisler Consulting

JULY 23, 2024

That takes an awful lot of investigation into your Customers’ insights, identifying the gaps between what you’re telling the world you’re all about and what your Customers are actually getting in the real world. It turns to the CX function in your organization to deliver on that promise.

Touchpoint 72

Touchpoint Travel Brands Customer Journey 72

Win the Customer

NOVEMBER 14, 2016

I bet you didn’t know your customers could also be one of your best sources of ideas. Social listening is a vital tool in business development as it can help you uncover customer needs and gain valuable customer insights. Notifying customers early allowed them to make alternative arrangements. Conclusion.

Social Media 145

Social Media Customer Service Multi-Channel 2014 145

Currency Alliance

JUNE 1, 2020

Of course, after decades of increasingly easy and affordable travel, no consumer’s ambitions will stop with an ice-cream cone. After Covid-19, nearly every customer type will be more deliberate in how they spend money. This will reward them for collecting points with partners, and encourage them to travel when the occupancy is low.

Loyalty 72

Loyalty Consumers Marketing Loyalty Programs 72

ijgolding

APRIL 9, 2020

For over eight years now, I have been travelling around the globe, sharing knowledge with people on how to deliver the customer experience (CX) as robustly and effectively as possible. I have met thousands of committed and dedicated professionals who are passionate about doing what is right for people – customers and employees.

Insights 124

Insights Customer Journey Mapping Customer Journey Technology 124

Optimove

MARCH 30, 2023

Except for travel, about 40% of consumers shop in-store and online. It underscores that retailers without omnichannel capabilities are disadvantaged in connecting with the customer. To connect with thousands, even millions of customers individually, brands should take several steps to meet consumers’ preferences and expectations.

Consumers 94

Consumers 2022 Omnichannel Retail 94

Maz Iqbal

SEPTEMBER 18, 2014

By this expression the authors are pointing out, in particular, how the way the folks in housekeeping and maintenance ‘showed up and travelled’ Let’s listen once more to the authors: The housekeepers checked the equipment in the rooms when they cleaned and let the maintenance groups know immediately when something needed attention.

Customer Centricity 67

Customer Centricity Hotels Travel Leadership 67

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. What really stood out is which brands were pulling off these feats.

Magazine 52

Magazine Loyalty Innovation 2020 52

Currency Alliance

DECEMBER 19, 2022

This article will cover the key opportunities for AI in loyalty – and more widely in the travel and retail sectors. 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.

Loyalty 52

Loyalty Marketing Airlines Loyalty Programs 52

Thematic

JULY 30, 2018

We spoke with Matthew Schoolfield, the Senior Customer Insights Analyst at Greyhound, to understand their customer insights journey. As a travel company, on-time performance* is our biggest challenge. 3 major challenges Greyhound faced. Quoting Matthew: Firstly, our survey was way too long.

Net Promoter Score 90

Net Promoter Score Definition NPS Feedback 90

Happy or Not

JANUARY 3, 2022

Customers are returning to on-site experiences and spending more on goods such as home equipment due to the decrease in travel. . The “one size fits all” approach no longer applies, and businesses need to seriously consider how to best serve different types of customers.

Omnichannel 69

Omnichannel Loyalty Programs Roadmap Retail 69

Michelli Experience

AUGUST 8, 2017

I’ve also been willing to forgive many of the service breakdowns I’ve experienced as a traveler – as long as I can get to my venue safely and in advance of the time I actually need to arrive (not necessarily what it says on my itinerary). The Future of Air Travel?

Airlines 45

Airlines Travel Transportation Consulting 45

SurveyGizmo

DECEMBER 18, 2019

Next, the customer feedback loop is a powerful tool for companies to understand how and why people use what they sell, and what their preferences are. What is the Customer Feedback Loop? The Customer Feedback Loop is defined as the process of ongoing improvement of products or business based on the customers’ insights.

Feedback 82

Feedback Net Promoter Score Social Media Customers 82

Customer Bliss

FEBRUARY 8, 2019

To embed this philosophy, he and his team have started their planning process from the point of view of the customer. REI has a travel business that takes people around the world, providing them with life-changing experiences at incredible outdoor spaces.

Chief Customer Officer 131

Chief Customer Officer Customers Travel Measurement 131

Currency Alliance

MAY 9, 2019

Independent of market positioning, unique customer insight will become the primary competitive advantage. We discovered 6 years ago that during the customer’s trip, the most value we could provide after selling the airline ticket was to show alternative mobility options in the traveler’s destination.

Loyalty 56

Loyalty Loyalty Programs Airlines Travel 56

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. It’s a relief to finally see big travel programs recognizing this need to get the mid-tail and longer-tail customer engaged.

Loyalty Programs 52

Loyalty Programs Loyalty Hotels Travel 52

InMoment XI

SEPTEMBER 25, 2024

Industrial & Aviation Design Gensler’s Los Angeles Aviation and Transportation Studio partnered with InMoment, leveraging sentiment analysis on customer feedback to make better-informed decisions about the planning and design of airports.

Insights 195

Insights Social Media Net Promoter Score Events 195

BirdEye

NOVEMBER 8, 2023

Travel review sites to onboard new customers For a business in the hospitality or tourism industry, getting listed in these top travel review sites is a must because, apart from building your reputation in a global diaspora, these are storytelling platforms where travelers share unique experiences and narratives with the travel community.

Travel 59

Travel Hotels Social Media Advertising 59

Currency Alliance

DECEMBER 17, 2019

It will cost you no more than other products or services aggregated in your catalog, and you will discover a great many more rewards that customers genuinely want to earn. Consider also that user-generated content, whereby consumers (unwittingly or otherwise) reveal their interests, has already proven popular in travel[vi].

Loyalty 64

Loyalty 2020 Loyalty Programs Travel 64

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. I’m a case in point.

Loyalty 59

Loyalty Loyalty Programs Airlines Travel 59

ReviewTrackers

APRIL 13, 2017

Welcome to Customer Insights , a weekly digest of the most important stories about online reviews, customer feedback, and customer experience. This week: United Airlines’ customers are outraged because of the forced removal of a passenger from a plane.

Airlines 50

Airlines Travel Feedback Customer Insights 50