GetFeedback

FEBRUARY 15, 2019

It’s also extremely important to monitor the social media conversation around your company. A resolution system may also be a good customer support tool which they can access when needed, such as live chat platforms, dedicated social media support, and traditional feedback forms.

Customer Experience 322

Customer Experience Net Promoter Score Social Media Feedback 322

GetFeedback

JANUARY 19, 2020

All done via Expedia, because it gives me one place to handle all travel arrangements, and provides a very nice app to remind me what I booked along with directions, phone numbers, and more. . Public comments on social media sites like Twitter, Facebook, LinkedIn, and review sites. Posts and comments on social media.

Touchpoint 365

Touchpoint Customer Journey Measurement Social Media 365

BirdEye

NOVEMBER 30, 2023

The travel industry has undergone remarkable transformation over the past few years. While online bookings are still popular, curated travel experiences are also gaining traction. Travelers are increasingly seeking off-beat destinations with guided tours. How do you market your travel agency?

Travel 110

Travel Marketing Social Media Hotels 110

InMoment XI

OCTOBER 19, 2021

We also ask questions we should know the answer to, like “did you travel with us in the last 30 days?” We have agents on the phone, email, live chat, and social media messaging. Beyond our contact centre data we can also leverage external sources such as social media or reviews.

Customer Experience 370

Customer Experience Social Media Call Center Metrics 370

InMoment XI

FEBRUARY 7, 2024

Out of nowhere, citizens were flocking in droves to distant lands, as travel by plane, sea, and car surged. The coming year is no exception, as consumers across the globe plan to make travel a priority, despite ongoing economic uncertainty. Each traveler is different, with unique needs, preferences, and motivations for travel.

Hotels 195

Hotels Guest Experience Travel 2023 195

Experience Investigators by 360Connext

APRIL 7, 2015

Never mind that they are sending emails about merging loyalty programs and becoming one airline. ” The closest I got, after tweeting some of our experience to the social team, was “We’re truly sorry to hear you missed your connection” which is not an apology from them. We again, did as we were told.

Airlines 307

Airlines Customer Experience Travel Books 307

InMoment XI

JANUARY 17, 2024

With today’s travelers raising their expectations while being exposed to a seemingly unlimited number of hospitality solutions, it is critical that operators deliver experiences that reflect the lives of their customers. A memorable and positive guest experience drives customer satisfaction and fosters customer loyalty.

Guest Experience 195

Guest Experience Hospitality Hotels Travel 195

GetFeedback

NOVEMBER 25, 2019

Internet Social Media: 72%. Internet Travel Services: 78%. Learn how to use the CSAT metric, boost loyalty, and prove the ROI of your efforts. Internet Investment Services: 79%. Internet News and Opinion: 75%. Internet Retail: 80%. Internet Search Engines and Information: 79%. Internet Service Providers: 62%.

Customer Satisfaction 293

Customer Satisfaction Apparel Insurance Wireless 293

BirdEye

APRIL 13, 2023

Social media advertising has changed the marketing and advertising world by making it easier than ever for businesses to reach their target audience. With billions of active users across platforms, social media advertising offers a level playing field to reach a vast audience and build brand awareness.

Social Media 98

Social Media Advertising E Commerce Fashion 98

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

Experience Investigators by 360Connext

NOVEMBER 17, 2020

We know that building loyalty requires more positive interactions than negative ones. Employees wrote and tied hand-written thank you notes to baggage that travelers collected after their flight. What about when they complete a training process or post about your brand on social media? Look for milestones.

Airlines 372

Airlines 2020 Social Media Hotels 372

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. The evaluations always lead to improvements which then lead to results like increased online conversions or loyalty. A great experience, but for whom?

Brands 259

Brands Hotels Consulting Workshop 259

Experience Investigators by 360Connext

MARCH 12, 2015

My hope this year, as I travel with my partner-in-chaos Lisa Diomede , is to find the glimmers of what’s next for customer experience. The evaluations always lead to improvements which then lead to results like increased online conversions or loyalty. Yes, there are parties. I plan to attend some. So what’s next?

2015 215

2015 Customer Experience Fashion Social Media 215

Experience Investigators by 360Connext

SEPTEMBER 24, 2014

I’ve taken advantage of this perk when traveling , most recently in New York City. The evaluations always lead to improvements which then lead to results like increased online conversions or loyalty. A Regus card shows up in the mail and I use it! Not only is it a good co-working space, but they have offices everywhere.

Customer Journey Mapping 282

Customer Journey Mapping Customer Journey Social Media Consulting 282

Experience Investigators by 360Connext

FEBRUARY 11, 2015

Syndicating our content on appropriate partner sites (CustomerThink, Business2Community, Social Media Today , etc.). Publishing original content on sites in our sphere of influence ( Retail Customer Experience , Multichannel Merchant, iMedia, Social Media Club). The team brushed them off and updated them.).

Marketing 233

Marketing Social Media Blog Webinar 233

InMoment XI

JULY 26, 2024

When selecting reputation management software for your organization, you should consider what services and expertise the vendor offers to ensure these services encompass a range of activities including review monitoring, social media management, and public relations efforts to ensure a positive brand image.

Brands 195

Brands Management Social Media E Commerce 195

Experience Investigators by 360Connext

JUNE 15, 2015

They were, for all purposes, a traveler’s cheques company. Jeannie Walters Jeannie Walters is the Chief Customer Experience Investigator™ and founder of 360Connext, a global consulting firm specializing in the cornerstones of customer experience: customer engagement, employee engagement and connections like social media.

2015 217

2015 Leadership Innovation 2014 217

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. And it’s not a single metric.

Loyalty 98

Loyalty Net Promoter Score Airlines Hotels 98

NetBase

APRIL 14, 2020

People are talking about travel – and it’s not all about boycotts or travel bans, which of course makes for salacious news in and of itself. People Love to Travel. It seems the travel industry is in the news constantly these days, as consumers dispute everything from airline fees to cruise ship nightmares.

Travel 81

Travel Airlines 2019 Social Media 81

Experience Investigators by 360Connext

FEBRUARY 12, 2015

TripIt by Concur – This travel organizer has saved me on countless occasions. 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

InMoment XI

OCTOBER 19, 2021

We also ask questions we should know the answer to, like “did you travel with us in the last 30 days?” We have agents on the phone, email, live chat, and social media messaging. Beyond our contact centre data we can also leverage external sources such as social media or reviews.

Customer Experience 221

Customer Experience Social Media Call Center Metrics 221

QuestionPro Audience

DECEMBER 1, 2016

How Millennials are Travelling. Millennials are constantly expressing their interests on social media channels, and travel is not excluded from the trending topics identified by “hashtag goals.” These mantras are also reflections of their travel habits. Millennials are not just traveling more but also longer.

Travel 60

Travel Social Media 2008 Books 60

Up Your Service

MAY 3, 2017

This post makes the same point, but for the travel and hospitality – one of the most traditional “service” industries on the planet. Read on… Customer loyalty is a powerful marketing force that travel and hospitality businesses are always chasing. Turning loyalty members into evangelists.

Hospitality 74

Hospitality Travel Brands Airlines 74

TechSee

SEPTEMBER 24, 2019

Sam travels often for business. Delivering a consistent customer experience is imperative for companies that want to drive loyalty. Customers want to receive service anywhere, at any time, and any which way they like: web, voice, chat, messaging, social media, video or email. Will Sam be back?

Customer Experience 150

Customer Experience Hotels Social Media Omnichannel 150

Bold360

APRIL 27, 2017

Travel and tourism can be difficult areas for retaining customer loyalty, with websites set up exclusively to pit brands against one another on the best deals for hotels and rock-bottom prices on flights. Inspiring Real Loyalty, No Cards in Sight. engender loyalty! How Can You Build Human Loyalty to Beat the Competition?

Tourism 56

Tourism Travel Customer Service E-support 56

Beyond Philosophy

NOVEMBER 2, 2016

People complained on social media and even started a change.org petition. Someone traveling on the company dime may not care about a resort fee, but a person who was already over budget is going to feel cheated. If you liked this article, you might also want to read these: Revolutionary Thinking on Customer Loyalty.

Hotels 167

Hotels Tourism Hospitality Books 167

GetFeedback

AUGUST 16, 2018

These three metrics correlate with customer loyalty and retention more strongly than support efficiency metrics. This is important, since frictionless support experiences build customer loyalty and combat churn. Social Media. To measure customer happiness, turn to CSAT, CES, and NPS. Customer Satisfaction (CSAT) Score.

Metrics 199

Metrics Measurement Net Promoter Score Customer Service 199

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

TechSee

FEBRUARY 5, 2019

The user effectively becomes the hands of the equipment supplier, boosting satisfaction and engendering long-term loyalty. Life’s a journey, and each trip involves interactions with multiple companies from different industries such as travel, hospitality and retail. Corporate Collaboration to Benefit the Customer.

2019 173

2019 Customer Experience ROI 2025 173

TechSee

OCTOBER 23, 2018

I see you are a Loyalty member since 2007, and have stayed at our property in London every year around this time. If so, I see you have 345 Loyalty points available to use towards your stay. Thanks for calling our Hotel. How may I help you? Vs. Good morning, Laura. Are you calling to make another reservation?

Customer Service 157

Customer Service 2007 Virtual Agent 2018 157

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

Customers That Stick

NOVEMBER 13, 2014

book, movie, sporting event, relationship, travel). Furthermore, C level is taking an interest in customer service, as they see it as a way to reduce shrinkage and maintain customer loyalty. They depended on me to do a job! Tell us how one outside influence impacted your customer service or customer experience thinking.

Customer Experience 137

Customer Experience Contact Center Sports Social Media 137

Currency Alliance

SEPTEMBER 17, 2019

In this new content series, we show what a world-beating loyalty program would look like in four different sectors, and discuss the brands currently showing the potential to build that ‘world-beating’ program. First up: the travel & hospitality sector. are now ripe for inclusion in loyalty coalitions.

Loyalty Programs 40

Loyalty Programs Travel Loyalty Airlines 40

ShepHyken

MARCH 20, 2017

Want to Build Customer Loyalty? My Comment: One of the more powerful customer loyalty strategies a company (any company, not just retailers) can have is to be able to market to and add value to the customer through their mobile number. As Social Media Evolves, Travellers Demand Joined-up Customer Service by Nick Vivion .

2017 75

2017 Article Customer Service Social Media 75

SurveySensum

JUNE 13, 2021

These strategies are bolstered with specific marketing and customer experience tactics that will drive loyalty and revenue growth. . Tune into social listening. Right from cabs for long-distance travel to ready-to-eat food, customers expect everything to be delivered in real-time. Tune into Social Listening.

Marketing 111

Marketing Social Media Travel Touchpoint 111

Customers Rock!

JANUARY 17, 2011

Social media has been making it easier for user-generated content to appear as part of a brand’s marketing, usually with consumers. There are many, many examples of companies using these tactics for marketing buzz and excitement as part of a social media campaign. Not a great way to create long-term relationships.

B2B 71

B2B Social Media Travel Fashion 71

Interactions

AUGUST 7, 2019

As traveling becomes more mainstream, these amenities may seem like a distant dream. It’s no wonder that airlines seem to get drowned in complaints on social media. But as we look at the customer experience as a whole in the travel industry, big improvements can be made to make customers feel more valued, respected, and happy.

Travel 54

Travel Hospitality Books Airlines 54