InMoment XI

NOVEMBER 16, 2023

The workshop gathered professionals from diverse sectors such as retail, travel, services, grocery, and healthcare. By aligning strategies with the intertwined needs of customers, employees, and the business, companies can drive impactful improvements that lead to sustainable growth and enhanced customer loyalty.

Workshop 447

Workshop 2023 Healthcare Travel 447

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

Experience Investigators by 360Connext

APRIL 7, 2015

Never mind that they are sending emails about merging loyalty programs and becoming one airline. We missed the connection. “ @AmericanAir : What’s your worst #travel mistake? The evaluations always lead to improvements which then lead to results like increased online conversions or loyalty. We again, did as we were told.

Airlines 307

Airlines Customer Experience Travel Books 307

Experience Investigators by 360Connext

JULY 13, 2015

We put the many prospects in the top, they travel willingly and orderly through the funnel, and POP! But customer experience travels on, past the prospecting and sales phase and well into the relationship with the customer. Reward Investments In Customer Loyalty. Customer journeys are often represented in the same way.

Customer Journey 259

Customer Journey Customer Journey Mapping Social Media Travel 259

Experience Investigators by 360Connext

APRIL 23, 2015

If you travel a bit, as I do, this app can be a lifesaver. 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. First, let me share my experience with TripIt the app. Vocal customers offer valuable ideas.

Social Media 218

Social Media Travel Rewards Programs Innovation 218

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

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

CloudCherry

AUGUST 22, 2019

From Amazon to Uber, to the travel convenience of a guitar that folds in half (no, we’re not joking), companies and products that are truly making a mark know that convenience is king. He is also the creator of The Customer Focus , a customer service training program which helps clients develop a customer service culture and loyalty mindset.

Travel 240

Travel Customer Service Training Books Culture 240

TechSee

OCTOBER 22, 2024

Enhanced customer experience: providing faster and more efficient service improves customer experience and builds loyalty. This not only saves time and money but also reduces the environmental impact associated with unnecessary travel. Reduced costs: optimizing workflows reduces operating costs and improves profitability.

Technology 109

Technology Download Customer Satisfaction Culture 109

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

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

GetFeedback

NOVEMBER 25, 2019

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%. Internet Social Media: 72%. Life Insurance: 80%.

Customer Satisfaction 293

Customer Satisfaction Apparel Wireless Insurance 293

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

GetFeedback

FEBRUARY 15, 2019

With the prevalence of social media, customer reviews travel quick and have a broader audience. This means that customer experience is more important than ever, and companies which focus on their customer experience strategy will see a positive impact on revenue, brand loyalty, and customer advocacy.

Customer Experience 322

Customer Experience Net Promoter Score Social Media Feedback 322

Currency Alliance

OCTOBER 12, 2020

That type of simple recognition goes a great way in building loyalty with customers. This presentation is about driving customer engagement, and how the loyalty industry is transforming in order to engage with the mid-tail and long-tail customer. Loyalty programs must evolve to keep customers engaged.

Loyalty 98

Loyalty Marketing Loyalty Programs Banking 98

One Millimeter Mindset

DECEMBER 28, 2022

Since we last met, all of us traveled one Herculean millimeter forward. The post Traveling One Millimeter Forward Together Towards 2023 appeared first on Babette Ten Haken. We remain united by our experiences of some form of angst, anguish, and suffering over the past two years. is available in digital format on Amazon.com.

Travel 87

Travel 2023 2009 Consulting 87

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

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

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

Beyond Philosophy

FEBRUARY 27, 2017

And frequent travelers will be able to put their elite membership status on hold rather than lose it when they take a break from travel. Frequent travelers told us they want more flexibility while less frequent travelers want to be able to use their Points in more ways and more quickly.”. I like these changes.

Rewards Programs 133

Rewards Programs Hotels Travel Chief Customer Officer 133

Customer Bliss

MAY 23, 2018

She started off doing customer service work for CUC Travel before it became Cendant Travel, and loved the work. Carolyne is recognized as an industry executive, who drives low customer effort strategies and builds brand loyalty by leveraging technology, process re-engineering, and the development of high-performing teams.

Sports 197

Sports Customer Experience E Commerce Travel 197

Inbenta

JANUARY 30, 2020

Today’s travelers no longer go to their local travel agent in order to book their trips, they are more and more connected and digitally savvy, doing all their research online. “64% of travelers and 80% of business users expect travel companies to respond to them in real time.” ” (Salesforce).

Tourism 121

Tourism Travel Multi-Channel Books 121

Customer Bliss

AUGUST 29, 2019

Exceptional CX is memorable and good news travels fast. Invest in your CX, and your business will be rewarded with customer accolades and loyalty! Here are 3 major findings that I want you to share with you from this comprehensive research: 8/10 Gen Z’ers Are Willing to Give Brands Another Chance.

Customer Experience 227

Customer Experience Consumers Travel Download 227

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. . Here’s some general advice from the e-book How to Use Customer Loyalty Metrics: NPS, CES & CSAT : . Touchpoint survey best practices.

Touchpoint 365

Touchpoint Customer Journey Measurement Social Media 365

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. Yet most business plans don’t have a “customer appreciation program” section. I love this example from Southwest Airlines.

2020 372

2020 Airlines Social Media Hotels 372

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

TechSee

OCTOBER 7, 2024

Cost Savings and Sustainability Impact Visual intelligence reduces the need for technician dispatches, trimming operational costs while also lowering carbon emissions associated with travel. Customer Retention and Environmental Responsibility Improved first-call resolution rates of up to 30% lead to higher customer satisfaction and loyalty.

ROI 124

ROI White Paper Travel Return on Investment 124

Win the Customer

DECEMBER 23, 2024

Example: A travel booking platform could use AI to analyze a customer’s past travel preferences, budget, and current interests to suggest personalized vacation packages, offer exclusive deals, and provide proactive support for common travel issues.

Customer Service 59

Customer Service E Commerce Social Media Travel 59

Experience Investigators by 360Connext

APRIL 27, 2021

Consider what customer-centric brands are doing to earn customer loyalty. Travel your customer journey , and look for quick fixes. Look ahead three to five years and start prioritizing the long-term improvements that will serve well into the future. Don’t stop with just your industry. Stay in touch with trends and predictions.

Customer Experience 291

Customer Experience Customer Journey Mapping Culture Customer Journey 291

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 sometimes ask questions the customer may or may not know the answer to—for example, did we resolve your issue today? The customer is likely thinking “hmm, well I hope so, the agent promised me to fix it.”

Customer Experience 370

Customer Experience Social Media Call Center Metrics 370

Experience Investigators by 360Connext

JUNE 15, 2015

They were, for all purposes, a traveler’s cheques company. The evaluations always lead to improvements which then lead to results like increased online conversions or loyalty. Fight complacency at every turn. When the company is doing great, get worried about tomorrow. 90% of their sales came from this one product line!

2015 217

2015 Leadership Innovation 2014 217

ShepHyken

SEPTEMBER 13, 2021

What Is Customer Loyalty and Retention (And 3 Tips for Improvement) by Scott Clark. CMSWire) Although the terms “customer loyalty” and “customer retention” are often used interchangeably, they actually refer to two different things. I have added my comment about each article and would like to hear what you think too.

Article 157

Article 2021 Customer Service B2C 157

Maru Group

APRIL 3, 2025

The continued rise in costs, something were unlikely to see the back of as the United States tariffs take their effect, are also doing little to dampen consumers desires for new experiences such as travel. In the travel sector, a preference for frequent but smaller trips may reflect tightening budgets.

Consumers 52

Consumers 2025 Travel Financial 52

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

BlueOcean

OCTOBER 30, 2018

These new jobs come after a long-time client, and world-leader in travel insurance, expanded their call center business with Blue Ocean. Blue Ocean Contact Centers provides the opportunity to strengthen and enhance these customer relationships and build lifetime loyalty leading to increased profitability.

Contact Center 132

Contact Center Call Center Insurance Travel 132

BirdEye

JANUARY 24, 2025

But it’s not just about showcasing your property; social media is now most travelers’ primary source of travel inspiration. According to an American Express study, 75% of travelers turn to social media to research and find inspiration for their next trip, surpassing even recommendations from friends and family.

Social Media 52

Social Media Hotels Marketing Travel 52

Beyond Philosophy

MAY 25, 2018

Recently, Lorraine and I re-evaluated some of our long-term subscriptions – like cable TV, magazines and travel insurance. You might expect to be rewarded for this long-term loyalty. The same thing happened when Lorraine called our travel insurance company. Loyalty and trust are more than just a transaction.

Magazine 133

Magazine Insurance Sports Travel 133