InMoment XI

DECEMBER 5, 2024

Attracting New Members Member Loyalty Competitive Advantage Crisis Management Credit unions are member-driven financial cooperatives. Member Loyalty Existing members are more likely to remain loyal to a credit union they trust. Credit union reputation management offers a competitive edge by boosting member trust and loyalty.

Management 195

Management 2024 Financial Social Media 195

Customer Bliss

MARCH 5, 2019

Ah, the hospital gown. They work at understanding the emotions that are native to certain customer experiences, such as wearing that gown at a hospital or doctor visit. Today’s video is an excerpt from my online course , inspired by my book, Would You Do That To Your Mother? Click here to learn more about the course and enroll. .

Innovation 221

Innovation Loyalty Chief Customer Officer Hospitality 221

C3Centricity

JUNE 8, 2020

After all, the hospitality industry should be highly customer centric, as it relies on satisfying its guests. However, it can learn a lot from consumer packaged goods (FMCG/CPG), as I shared with industry experts at a Faculty Day of one of the leading hospitality schools in Switzerland. Loyalty is never really Won.

Hospitality 122

Hospitality Customer Centricity Hotels Return on Investment 122

InMoment XI

OCTOBER 24, 2024

These platforms focus on improving customer experience metrics such as customer satisfaction, loyalty, and retention. Improved Customer Loyalty Customer engagement platforms increase customer loyalty by making the customer experience engaging and consistent throughout the whole customer journey. Winning in loyalty. ( [link] ).

Customer Engagement 195

Customer Engagement Engagement E Commerce Omnichannel 195

Customer Bliss

JUNE 6, 2018

This is one of the many questions that Eric Smuda , VP of Customer Experience & Loyalty of Hertz car rental service had to ask when he joined the company to transform customer and employee experience. Within his role, Eric now owns the VoC programs, CX and brand activation team, and the Gold Plus Rewards loyalty program.

Employee Experience 221

Employee Experience Culture Loyalty Travel 221

Customer Bliss

OCTOBER 11, 2016

Mark Weinstein is the Senior Vice President of Customer Engagement, Loyalty and Partnerships for Hilton Worldwide. Mark leads Hilton’s customer strategy as SVP and global head of loyalty & partnerships. Power-winning guest loyalty program. Episode Overview. Mark was a great guest in that regard. About Mark.

Chief Customer Officer 0

Chief Customer Officer Hospitality Travel Hotels 0

InMoment XI

OCTOBER 25, 2024

It boosts customer trust and loyalty. Ensure your staff understands the importance of consistency, attentiveness, and hospitality. It results in increased revenue. A better reputation leads to more bookings and higher diner demand. These improvements drive sales and revenue. It improves a restaurant’s brand image.

Feedback 195

Feedback Management Social Media 2024 195

InMoment XI

OCTOBER 31, 2024

The Net Promoter Score (NPS) metric measures loyalty by asking customers how likely they are to recommend your business to others. Here are two examples from the retail and hospitality sectors that demonstrate the impact of tracking these KPIs. The boots she ordered online are the wrong size, so she’s hoping to get a replacement.

Call Center 195

Call Center Metrics Contact Center Customer Service 195

InMoment XI

NOVEMBER 7, 2024

At scale, this will improve your overall satisfaction and customer loyalty. Hospitality: Sending personalized booking confirmations and pre-arrival checklists for a smoother guest experience. Customer experience automation allows you to provide a high level of personalization for hundreds or thousands of customers simultaneously.

Customer Experience 195

Customer Experience 2024 E-support Touchpoint 195

InMoment XI

JANUARY 18, 2022

InMoment’s Strategic Insights Team collected data from both consumers and employees of brands across North America from 11 different industries including retail, financial services, entertainment, grocery, healthcare, hospitality, insurance, restaurants, and more.

2022 370

2022 Measurement Entertainment Hospitality 370

InMoment XI

NOVEMBER 13, 2024

High-value customers might benefit from loyalty rewards or exclusive access to new features. The resulting customer loyalty is key to stronger relationships and business growth. For example, offering proactive customer support or loyalty rewards helps retain customers by showing them you care.

Customer Retention 195

Customer Retention 2024 ROI Competitive Advantage 195

InMoment XI

JANUARY 17, 2024

In the dynamic world of hospitality, the ability to manage and enhance the guest experience often spells the difference between those who win and those who get left behind. A memorable and positive guest experience drives customer satisfaction and fosters customer loyalty. More on this later.) Guest experiences impact reputation.

Guest Experience 195

Guest Experience Hospitality Hotels Travel 195

ShepHyken

DECEMBER 4, 2023

Top Takeaways: The hospitality mentality is a mindset that focuses on treating every customer as a valued guest, going beyond their expectations, and providing exceptional service. ” “The idea behind having a hospitality mindset is to look beyond the dollar amount customers bring into the business. They can go elsewhere.

Hospitality 108

Hospitality Tourism Guest Experience Books 108

InMoment XI

MAY 14, 2022

This connection between consumer and brand is much deeper and more meaningful than a singular experience; therefore, it has a greater potential impact on long-term loyalty, advocacy, and value. And that’s where true brand loyalty is born. A Few Examples from Best-In-Class Brands. is about so much more than a brilliant piece of jewelry.

Brands 370

Brands Loyalty Retail Competitive Advantage 370

ShepHyken

DECEMBER 9, 2024

Customer loyalty is fragile. “Nice to have” industries like online retailers, hospitality, and airlines must invest more in experience to establish trust and loyalty with their customers. Negative feedback uncovers areas for improvement, potentially saving businesses from losing customers to competitors.

Feedback 74

Feedback 2025 Airlines Hospitality 74

TechSee

OCTOBER 2, 2023

In the world of customer loyalty, service is the currency paid. The rare 30-year customer embodies this loyalty, having been part of the company’s successes and growing pains. Her remarkable three-decade commitment to her service provider tells a story of enduring loyalty and trust.

Loyalty 124

Loyalty Customer Service Hospitality Customers 124

GetFeedback

NOVEMBER 25, 2019

Hospitals: 76%. Learn how to use the CSAT metric, boost loyalty, and prove the ROI of your efforts. Fixed-Line Telephone Service: 70%. Food Manufacturing: 82%. Full-Service Restaurants: 81%. Gasoline Stations: 74%. Health and Personal Care Stores: 77%. Health Insurance: 73%. Hotels: 76%. Household Appliances: 80%. Internet Retail: 80%.

Customer Satisfaction 293

Customer Satisfaction Apparel Insurance Wireless 293

Retently

NOVEMBER 29, 2024

A positive first impression can set the stage for long-term loyalty, while a negative one may lead to customers walking away without giving you a second chance. Consider this: 48% of consumers say their first purchase or experience with a brand determines their long-term loyalty. And those initial feelings aren’t fleeting.

Events 121

Events Feedback Interaction E-support 121

Experience Investigators by 360Connext

DECEMBER 4, 2014

An ER visit is represented with separate bills from the hospital, the radiology department, the medical device unit (huh?), At the time, in pain or bleeding or in general discomfort, you probably forgot to ask questions like “is this doctor the most expensive guy in the hospital?” and the doctor.

Healthcare 234

Healthcare Hospitality Social Media Insurance 234

Experience Investigators by 360Connext

SEPTEMBER 22, 2014

The term advocate is used a lot when referring to kids in the court system, patients in hospitals, and others who can’t necessarily stand up for themselves. The evaluations always lead to improvements which then lead to results like increased online conversions or loyalty.

Hospitality 251

Hospitality Social Media Consulting Leadership 251

InMoment XI

JUNE 7, 2024

Moreover, your reputation directly impacts brand loyalty and repeat business in an industry where word-of-mouth recommendations carry significant weight. A positive reputation not only attracts new guests but also fosters trust and loyalty among existing clientele.

Hotels 195

Hotels Management Social Media Hospitality 195

InMoment XI

AUGUST 1, 2024

It includes both positive and negative feelings, like satisfaction, frustration, loyalty, and disappointment. For customer experience leaders, customer sentiment is crucial because it directly impacts customer loyalty, satisfaction, and retention. Why is Customer Sentiment Important? What is Customer Sentiment Analysis?

Measurement 195

Measurement Hotels Social Media Hospitality 195

Bill Quiseng

MAY 3, 2023

Relationships build loyalty. Loyalty builds your business. customerservice #customerexperience #customerloyalty #custserv #custexp #cx #hospitality QUI Takeaway: Be Magnificently Boring to CARE!

Hospitality 167

Hospitality Social Media Loyalty Connections 167

Experience Investigators by 360Connext

NOVEMBER 20, 2014

Companies like Cisco, Novartis, and Estee Lauder, and associations like American Hospital Association, Global Workspace Association, and the Professional Beauty Association are using DoubleDutch at meetings and conferences worldwide.

Customer Experience 302

Customer Experience Chief Customer Officer Events 2003 302

InMoment XI

OCTOBER 3, 2024

This is a key indicator of your organization’s customer loyalty and success in building lasting customer relationships. Implement Loyalty Programs Implementing a loyalty program can be one of the most effective customer retention strategies that your organization invests in. Why is Customer Retention Important?

Customer Retention 195

Customer Retention 2024 Guest Experience Loyalty Programs 195

InMoment XI

FEBRUARY 2, 2024

Major Hospitality Conglomerate Masters The Art of Engagement At the heart of one of the biggest dining, entertainment, and hospitality conglomerates in the nation lies a balanced approach to customer feedback: they’ve mastered the art of both reactive and proactive engagement.

Hospitality 195

Hospitality Call Center Retail NPS 195

CSM Magazine

MARCH 17, 2025

Its a phrase we’ve all heard, but in the hospitality world, sticking to this mantra is becoming increasingly challenging. A Balanced Approach to Hospitality Not all industry experts believe in abandoning the customer is always right philosophy. Reward Positive Customers: Build loyalty with fair-minded customers.

Hospitality 52

Hospitality Social Media Guest Experience Presentation 52

ShepHyken

JANUARY 25, 2021

It’s prime time for retailers to grow an Amazon-level loyalty program by Tom Caporaso. My Comment: Here’s a great article about customer loyalty. Some loyalty programs are actually marketing programs. Some loyalty programs create emotional connections.

2021 162

2021 Article Customer Service Guest Experience 162

CSM Magazine

FEBRUARY 6, 2025

Networking Opportunities: Programs featuring connections with alumni in industries known for customer service (like retail, hospitality, or healthcare) can provide career advantages. They emphasize hospitality management, making this program ideal for those pursuing customer service in sectors demanding exceptional attention to detail.

Customer Centricity 52

Customer Centricity Leadership Hospitality Healthcare 52

Experience Investigators by 360Connext

MARCH 16, 2015

Jeannie will be leading a roundtable discussion about understanding microinteractions and how they can lead to increased loyalty, brand advocacy, and an overall improved customer experience. . More special events this month: Customer Experience Summit Chicago. March 17th & 18th.

Events 223

Events Customer Experience Webinar Telecommunications 223

BlueOcean

MARCH 3, 2025

Michaels Hospital in Toronto, to discuss how partnerships with service suppliers like outsourced contact centers can impact your business objectives. The quality of the partnership between your company and your outsourced contact center is paramount to your customers satisfaction and loyalty.

Insights 156

Insights Contact Center Culture Customer Journey Mapping 156

Very Best Service

FEBRUARY 8, 2025

Certain industries have harnessed the power of social customer service more effectively than others, leveraging it to enhance customer satisfaction and loyalty. This proactive approach not only addresses immediate concerns but also fosters customer loyalty in a highly competitive market.

Customer Service 52

Customer Service Social Media Healthcare Hospitality 52

Thematic

OCTOBER 30, 2024

It doesn’t matter what industry you’re in – customer experience (CX) is a critical component of customer acquisition, retention, and loyalty. This leads to increased customer satisfaction, loyalty, and retention.

Voice of Customer 62

Voice of Customer Insights E Commerce E-support 62

InMoment XI

OCTOBER 17, 2024

This question, often presented in a Net Promoter Score (NPS) survey, helps measure customer loyalty. How would you rate the communication you received from our hospital staff? How likely are you to recommend our product/service to a friend or family member? How would you rate the cleanliness and hygiene standards of our facility?

Feedback 195

Feedback Insights Customers Banking 195

Experience Investigators by 360Connext

OCTOBER 3, 2023

Surveys can certainly help us see patterns around satisfaction, loyalty, and other key performance indicators—but customers are getting tired of them. Facial Recognition for CX Airports, hospitals, and hotels have been testing and using facial expression recognition software with some success in recent years.

Feedback 270

Feedback Social Media Hospitality Hotels 270

Beyond Philosophy

NOVEMBER 2, 2016

Yet, according to the New York Times , this is the way things are headed in the hospitality industry. Tisch Center for Hospitality and Tourism at New York University. If you liked this article, you might also want to read these: Revolutionary Thinking on Customer Loyalty. hotels are expected to add on $2.55

Hotels 167

Hotels Tourism Hospitality Books 167

InMoment XI

AUGUST 14, 2024

For example, a hospital might use AI to detect recurring complaints about long waiting times or the quality of care. Hospitality Hotels and resorts can use AI to analyze guest reviews and feedback forms to identify strengths and weaknesses in their services. What to Look for in a Customer Feedback AI Tool?

Feedback 195

Feedback Customer Experience Social Media Hotels 195