InMoment XI

JUNE 7, 2022

A data-driven voice of customer program that can help win contracts and build airports that better serve stakeholders and travelers alike More meaningful and accessible analysis of social data via the platform’s intuitive functionality. And to top it all off? You can read Gensler’s full story here.

Insights 369

Insights Social Media Return on Investment Travel 369

Alida

OCTOBER 18, 2016

Comfort-seeking travelers. Beachy vacations’ top the wish list of #GenerationZ travelers ( TWEET THIS INSIGHT ). 86 percent of #GenerationZ travelers prefer to stay in hotels ( TWEET THIS STAT ). While 24 percent of Millennials like to use Airbnb, only 12 percent of #GenerationZ travelers prefer it ( TWEET THIS STAT ).

Travel 279

Travel 2010 Fashion Hotels 279

InMoment XI

NOVEMBER 16, 2023

The workshop gathered professionals from diverse sectors such as retail, travel, services, grocery, and healthcare. Participants delved into diverse dimensions of experience delivery, encompassing efficiency, role dynamics, design considerations, and customer journeys.

Workshop 447

Workshop 2023 Healthcare Travel 447

Customer Bliss

AUGUST 15, 2017

Episode Overview. Annette Höher-Bäuerle went from being internal legal counsel at the Thomas Cook Group to leading all of Customer Experience globally.

Travel 204

Travel Hotels 2010 Customer Journey 204

Experience Investigators by 360Connext

APRIL 7, 2015

We missed the connection. “ @AmericanAir : What’s your worst #travel mistake? Blog Featured Opinion Review airlines Customer Experience customer service linkedin loyalty management travel' It’s saying we did something wrong. link] #AmericanWay #RoadWarrior ” my worst mistake is using @AmericanAir.

Airlines 307

Airlines Customer Experience Travel Books 307

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

InMoment XI

JANUARY 27, 2022

In April 2021 however, New Zealand entered into a quarantine free travel agreement with Australia leading to a surge of flight bookings throughout 2021 and into 2022. Unfortunately, due to the rise of the Delta variant, this quarantine free travel agreement was short lived.

Airlines 397

Airlines Customer Experience 2022 2021 397

CSM Magazine

MARCH 11, 2025

With travelers demanding seamless journeys and memorable experiences, airports have risen to the challenge, setting new standards in customer satisfaction. The awards recognize airports worldwide for their commitment to exceptional passenger experiences, based entirely on real-time feedback from travelers. What are the ASQ Awards?

2024 52

2024 Customer Experience Travel 2025 52

InMoment XI

MARCH 12, 2020

The Role of Artificial Intelligence in Customer Experiences It’s 2020, and most will admit we aren’t where some scientists and experts thought we would be when it comes to flying cars, teleportation, time travel, and other futuristic concepts. View Article.

Innovation 284

Innovation Customer Experience Travel 2020 284

InMoment XI

JULY 13, 2023

The key is in adapting your perspective to see these adjustments as a fine tuning rather than a complete abandonment of the preexisting travel plan. There was also emphasis on fostering a culture of ongoing learning and improvement.

Consumers 369

Consumers Financial Competitive Advantage Customer Centricity 369

BlueOcean

MARCH 24, 2025

The more mundane details of the SOW should be included here too: from billing and payment specifics, travel expenses, and term agreements to warranties, liabilities, insurance, compliance, and confidentiality. It also holds everyone accountable for the role theyre supposed to play. Pro tip: Set aside a section for tech requirements.

Contact Center 156

Contact Center Automotive Metrics Roadmap 156

ShepHyken

JANUARY 10, 2024

I’m always looking for good customer service stories that teach or remind us about creating an amazing customer experience. I experienced something worth sharing recently, and we can take at least three lessons from it. I booked an international trip for a speaking engagement.

Travel 98

Travel Customer Service Airlines Poor Customer Service 98

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. Shep Hyken- acclaimed author, speaker, CX Expert, and this week’s ‘Sweets of CX’ guest- discusses his latest book, ‘The Convenience Revolution’.

Travel 240

Travel Customer Service Training Books Culture 240

Experience Investigators by 360Connext

APRIL 28, 2015

Kimpton understands the important place that pets have in many of their guests’ lives, particularly dog owners who travel with their dogs. Through thoughtful planning, the VBHS sought to eliminate many of the minor inconveniences that travelers encounter. It was an unusual personal touch that was simple, memorable, and scalable.

Customer Experience 296

Customer Experience Hotels Travel Customers 296

Braze

JULY 11, 2023

To learn more about how Good Choice has found success in a challenging landscape, we sat down with Jeong-ho Ham, CRM Team Lead at Good Choice, to talk about their marketing strategy, customer engagement in the travel industry, and how they use Braze.

Travel 98

Travel Customer Engagement Engagement Marketing 98

TechSee

OCTOBER 22, 2024

This not only saves time and money but also reduces the environmental impact associated with unnecessary travel. By empowering technicians to provide multimodal support remotely, businesses can significantly reduce the need for costly truck rolls and on-site visits.

Technology 109

Technology Download Customer Satisfaction Culture 109

InMoment XI

DECEMBER 3, 2021

Whether it’s how quickly news travels via social media or how to have conversations with marginalised communities, the sheer myriad of variables for brands to consider can seem overwhelming.

White Paper 370

White Paper Brands Social Media Travel 370

Helpware

SEPTEMBER 26, 2023

Changes in human psychology, specifically communication through messengers and online platforms, including the transition to complete digitization in various fields have significantly transformed the online travel customer experience (CX).

Travel 82

Travel Tourism Customer Experience 2020 82

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. These include online travel agencies (OTAs), social media, mobile apps, and brand websites.

Guest Experience 195

Guest Experience Hospitality Hotels Travel 195

GetFeedback

NOVEMBER 25, 2019

Internet Travel Services: 78%. 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%. Investor-Owned Energy Utilities: 73%. Life Insurance: 80%. Limited-Service Restaurants: 80%.

Customer Satisfaction 293

Customer Satisfaction Apparel Wireless Insurance 293

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

The DiJulius Group

JANUARY 25, 2025

Jesse Cole is the founder of Fans First Entertainment, the parent company of the Savannah Bananas, a world-famous baseball circus that travels. A big difference between finding future rock stars and posers is finding out what investment the candidate made to learn about your organization.

Customer Service 91

Customer Service Entertainment Travel Culture 91

BlueOcean

JULY 20, 2023

Yes, there’ll be travel and calendars to coordinate. Running your procurement process with a virtual approach saves you on travel expenses or the cost of hosting. When you’re already in a crunch to get through the RFP process and make a final decision, scheduling a Zoom call is exponentially faster than arranging travel and meetings.

Contact Center 294

Contact Center Travel 2020 Culture 294

ShepHyken

JANUARY 28, 2025

For example, many prefer booking their travel through their bank’s credit card programs, which offer points or perks that can be used for flights, hotels, or car rentals. Creating perks that resonate with customers and consistently provide value makes customers use the loyalty programs.

Loyalty Programs 85

Loyalty Programs Loyalty Customer Experience Rewards Programs 85

Customer Bliss

JUNE 6, 2018

You have to win on service and experience, especially considering business travelers. To focus on CX as a differentiating factor, Eric had to look into staffing levels and also made an investment in people. Hire the Smile Behind the Resume. How do employees feel about the company? How do they feel about the brand?

Employee Experience 221

Employee Experience Culture Loyalty Travel 221

GetFeedback

FEBRUARY 15, 2019

With the prevalence of social media, customer reviews travel quick and have a broader audience. This asks whether customers would recommend this company to others and can be a clear indication of the success of the customer experience strategy.

Customer Experience 322

Customer Experience Net Promoter Score Social Media Feedback 322

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

BlueOcean

DECEMBER 21, 2021

Read more> The Evolution of Customer Experience in the Travel Industry. Few industries are quite like travel. Everyone has a horror story about their travel experiences, be it a brutal delay or a missed flight. Read on to see how customer experience in the travel industry must pivot to meet these needs.

Magazine 31

Magazine Travel 2021 Hotels 31

GetFeedback

JUNE 12, 2019

To understand why there’s confusion between the term CX and UX we have to hop on our time machine and travel back to the late 1990s when the term was first used. Unlike customer experience, which focuses on the customer’s entire experience (duh), user experience centers solely on the satisfaction with the product or service.

User Experience 329

User Experience Customer Experience Reference Customers 329

IntouchInsight

SEPTEMBER 24, 2024

The travel center market has experienced a significant transformation, evolving from simple stops for truck drivers into popular places for all kinds of travelers looking for convenience and comfort during their journeys.

Travel 62

Travel Insights Customer Experience Marketing 62

Customer Bliss

MAY 23, 2018

She started off doing customer service work for CUC Travel before it became Cendant Travel, and loved the work. In this episode, Carolyne speaks about the importance of employee experience at Fanatics and how that translates to a better customer experience for dedicated sports fans.

Sports 197

Sports Customer Experience E Commerce Travel 197

Very Best Service

FEBRUARY 8, 2025

Travel and Hospitality The travel and hospitality sector thrives on timely communication. Travelers often turn to social media for assistance with bookings, cancellations, and real-time updates. 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

ShepHyken

JANUARY 21, 2025

A few years ago, I wrote about this and shared the example of Ciari, the manufacturer of guitars that fold in half and fit in a backpack for easy travel. But, what if that convenience was built into the product? I referred to it as the most convenient guitar on the planet. In that same article, I also wrote about using keys to unlock a door.

Workshop 79

Workshop Travel Customer Service Training Reference 79

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

Customer Bliss

AUGUST 29, 2019

Exceptional CX is memorable and good news travels fast. 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. Consumers are more likely to share positive interactions with companies than negative ones.

Customer Experience 227

Customer Experience Consumers Travel Download 227

Experience Investigators by 360Connext

NOVEMBER 17, 2020

Employees wrote and tied hand-written thank you notes to baggage that travelers collected after their flight. While it’s great to send personal notes, of course, it’s possible to get creative. I love this example from Southwest Airlines. Simple, but a really nice way to connect with customers in an unexpected way.

2020 372

2020 Airlines Social Media Hotels 372

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