InMoment XI

OCTOBER 17, 2024

This question, often presented in a Net Promoter Score (NPS) survey, helps measure customer loyalty. Customers discover your business through various channels, from their colleagues to social media posts. Customer Feedback Questionnaire for Hotels How would you rate your overall satisfaction with your recent stay at our hotel?

Feedback 195

Feedback Insights Customers Banking 195

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. . Posts and comments on social media.

Touchpoint 365

Touchpoint Customer Journey Measurement Social Media 365

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

BlueOcean

JUNE 26, 2018

With that in mind, we reached out to Paul Jones, an award-winning hotel manager within the Best Western organization. Paul has earned acclaim for his exceptional management skills in the hospitality field – particularly his ability to generate loyalty with both staff and guests. Our attendants were stressed and quality was suffering.

Customer Service 353

Customer Service Contact Center Hospitality Hotels 353

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

JULY 16, 2024

The result is a robust brand reputation , increased customer loyalty, and ultimately, improved business results. The Role of Social Media and Reviews in Online Reputation Management For years now, social media and online reviews have emerged as pivotal elements in shaping consumer behavior and business outcomes.

Management 195

Management Social Media Hotels Airlines 195

InMoment XI

JULY 16, 2024

The result is a robust brand reputation , increased customer loyalty, and ultimately, improved business results. The Role of Social Media and Reviews in Online Reputation Management For years now, social media and online reviews have emerged as pivotal elements in shaping consumer behavior and business outcomes.

Management 195

Management Social Media Hotels Airlines 195

Experience Investigators by 360Connext

NOVEMBER 12, 2014

A gentleman who travels extensively and is a top-tier member of a hotel loyalty program was telling me he just wished they’d ask him a few questions. He is often greeted in his hotel room with a bottle of wine and chocolates. A great experience, but for whom? He’s diabetic and doesn’t drink or eat sugar.

Brands 259

Brands Hotels Consulting Workshop 259

Experience Investigators by 360Connext

APRIL 23, 2015

It organizes all your travel information in one place, so when I land in a strange airport, I can check the app on my phone to remember which hotel I booked and not rely on my memory. Amy shared how they rely a lot on social media , where travelers tweet or post about both the good (it saved me!) and the not so good.

Social Media 218

Social Media Travel Rewards Programs Innovation 218

GetFeedback

NOVEMBER 25, 2019

Hotels: 76%. Internet Social Media: 72%. Learn how to use the CSAT metric, boost loyalty, and prove the ROI of your efforts. Health and Personal Care Stores: 77%. Health Insurance: 73%. Hospitals: 76%. Household Appliances: 80%. Internet Investment Services: 79%. Internet News and Opinion: 75%. Internet Retail: 80%.

Customer Satisfaction 293

Customer Satisfaction Apparel Wireless Insurance 293

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

Experience Investigators by 360Connext

NOVEMBER 17, 2020

We know that building loyalty requires more positive interactions than negative ones. Customer clicks on the app or social media posts with the #CaptureKindness hashtag during the last two weeks of November will prompt T-Mobile to donate $10 to the organization. So let’s get proactive about how we thank customers.

2020 372

2020 Airlines Social Media Hotels 372

Experience Investigators by 360Connext

APRIL 7, 2015

Never mind that they are sending emails about merging loyalty programs and becoming one airline. 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. Never mind that again, this was not our fault.

Airlines 307

Airlines Customer Experience Travel Books 307

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. Social media monitoring: CX teams and brand leaders can monitor social media channels to see what customers talk about in relation to the brand.

Feedback 270

Feedback Social Media Hospitality Hotels 270

InMoment XI

AUGUST 14, 2024

By leveraging natural language processing (NLP), AI can analyze customer reviews, social media posts, and support tickets to determine the overall sentiment—positive, negative, or neutral. Restaurants Restaurants can leverage AI to analyze customer feedback from review sites, social media, and direct feedback forms.

Feedback 195

Feedback Customer Experience Social Media Hotels 195

BirdEye

DECEMBER 28, 2022

Are you looking for ways to increase your social media followers? If the answer to either question is yes, you should consider running a social media contest. In fact, research shows that contests can be up to three times more effective than regular posts at generating engagement on social media.

Social Media 19

Social Media Brands Engagement Entertainment 19

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. A memorable and positive guest experience drives customer satisfaction and fosters customer loyalty. What is Guest Experience?

Guest Experience 195

Guest Experience Hospitality Hotels Travel 195

Very Best Service

DECEMBER 3, 2024

The Power of Omnichannel Customer Service Omnichannel customer service is about providing a seamless and consistent experience across all channels, including: Social Media: Social media platforms have become essential customer service channels. Prepared with the help of Gemini - prompted 3rd December 2024

Innovation 59

Innovation Customer Service Social Media Customer Service Representative 59

Bill Quiseng

OCTOBER 9, 2024

They are WOWED and happy, intent on returning repeatedly, spending more money, and raving to others on social media. QUI TAKEAWAY: Customer loyalty is not one BIG WOW to a customer. For hotels, offer bottled water at arrival and departure. Relationships build loyalty. Loyalty builds your business.

Customer Service 173

Customer Service Customer Experience Social Media Loyalty 173

Experience Investigators by 360Connext

SEPTEMBER 11, 2014

Sometimes it’s something small – like the fleeting thought of being a loyal customer and never hearing “thanks” – and sometimes it’s big, like spending the better part of the morning on the phone disputing a hotel charge for 2 rooms when I was only occupying one of them.

Hotels 231

Hotels Social Media Innovation Consulting 231

SurveyGizmo

FEBRUARY 4, 2021

Loyalty and retention are not the same, but they are definitely related. Loyalty is personal and emotional, while retention is a financial measure, is what Ryan Tamminga, VP of Customer Success at Alchemer, and Vanessa Bagnato, Director of Enterprise Solutions at Alchemer, explained recently in a webinar.

Loyalty 98

Loyalty Net Promoter Score Airlines Hotels 98

InMoment XI

MARCH 11, 2024

Feedback Collection: The feedback is then collected by the company through various channels such as surveys, reviews, social media, customer service interactions, and more. If the changes positively impact the customer experience, it reinforces positive behavior, loyalty, and satisfaction.

Feedback 195

Feedback Net Promoter Score Customer Experience Social Media 195

Experience Investigators by 360Connext

FEBRUARY 12, 2015

I plug in my flight, hotel and other trip information, and TripIt helps me by sending me reminders and alerting me to issues. The evaluations always lead to improvements which then lead to results like increased online conversions or loyalty. Off the top of my head, here are just a few SaaS products I use on a regular basis.

Customer Journey Mapping 230

Customer Journey Mapping Workshop Customer Journey Consulting 230

Alida

JANUARY 29, 2018

That’s why it’s important to keep your cool when concerned customers reach out to your brand, especially in the age of social media, where a misstep can go viral quickly. A study from Applied Marketing Science in collaboration with the social media company highlights the importance of acknowledging negative tweets.

Social Media 133

Social Media Wireless Airlines Loyalty 133

ReviewTrackers

MAY 15, 2017

Across all segments of the hotel and hospitality industry, online reputation has become one of the most powerful drivers of revenue and growth. This is where hotel reputation management comes in. Hotel Reputation Management Today. Social Media Link ). Hotel Reputation Management: Best Practices and Tactics.

Hotels 20

Hotels Management Net Promoter Score Social Media 20

InMoment XI

MARCH 27, 2024

A well-crafted automotive reputation management strategy is essential for any auto brand looking to build trust, foster customer loyalty, and thrive in a competitive market environment. Positive perceptions lead to increased sales and customer loyalty, while negative perceptions can harm sales and brand value.

Automotive 195

Automotive Management Social Media 2024 195

Customer Bliss

JUNE 6, 2017

Our conversation charts Brad’s path from consultant to Bain, to Starwood hotels and his groundbreaking work at Peloton. As head of Member Experience, Brad is responsible for retention marketing, member lifecycle and loyalty, community, social media, email marketing, and member. About Brad.

Hotels 149

Hotels Social Media Consulting 2014 149

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. Delivering a consistent customer experience is imperative for companies that want to drive loyalty. Sam travels often for business. Was this evidence of a successful customer experience strategy?

Customer Experience 150

Customer Experience Hotels Social Media Omnichannel 150

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

BirdEye

NOVEMBER 30, 2023

Understand what makes them work and what issues customers have with them, analyze their reviews and ratings, and monitor their marketing campaigns on social media. This makes it critical for travel agencies to build a strong presence on social media and influence potential clients to choose them.

Travel 110

Travel Marketing Social Media Hotels 110

InMoment XI

SEPTEMBER 17, 2024

The customer journey is so important because it is the foundation on which customer acquisition and customer loyalty are built. Loyalty Once your customer comes back to you a few times, they’ll start to develop loyalty to your brand. Getting to the loyalty stage takes effort, but loyal customers are the goal of every company.

Customer Journey 195

Customer Journey Customer Journey Mapping Net Promoter Score 2024 195

InMoment XI

APRIL 3, 2024

This includes communicating with a brand via social media, making a purchase online, receiving an email or text confirming an order, providing user feedback on online channels, using a company app, operating a digital kiosk or point-of-sale terminal, or even simply visiting an organization’s webpage.

Customer Expectations 195

Customer Expectations Touchpoint Omnichannel Social Media 195

C3Centricity

JUNE 8, 2020

Brands that have a high following and loyalty, have found a way to consistently engage their fans and keep them coming back. These may include the friends of past guests, who have heard about the hotel or restaurant and are interested in visiting it for themselves. Loyalty is never really Won. Renovation is more than Buildings.

Hospitality 122

Hospitality Customer Centricity Hotels Return on Investment 122

Thematic

MARCH 30, 2025

Closing the feedback loop delivers that proof—it’s more important than ever for building loyalty and trust. But more importantly, closing the feedback loop directly impacts customer satisfaction, loyalty, and your bottom line. In fact, 41% say brand loyalty is tied to an emotional connection. That silence?

Feedback 62

Feedback Roadmap NPS Loyalty 62

TechSee

APRIL 10, 2019

Drive Revenue with Great Customer Experience 2017 indicates that after the auto industry and upscale hotels, telecoms has the third highest potential for increasing revenue by improving CX. Drive long-term loyalty? Customer-centricity has been proven to drive repeat business, increase customer loyalty and boost profits.

Customer Experience 154

Customer Experience Omnichannel Customer Centricity Social Media 154

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

Beyond Philosophy

JUNE 1, 2015

And, what is the impact of loyalty programs on enterprise profitability? Overall, companies with loyalty programs have grown at about the same rate as companies without them; but there is variance in performance value among industries. Key among these are: Integrate Loyalty Into the Full Experience. Michael Lowenstein, Ph.D.,

Loyalty Programs 84

Loyalty Programs Loyalty Airlines Hotels 84