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

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

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

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 103

Travel Customer Service Airlines Poor Customer Service 103

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. Customer journeys are often represented in the same way. The sales funnel is so simple, in theory.

Customer Journey 259

Customer Journey Customer Journey Mapping Social Media Travel 259

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 Financial 397

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

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

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

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

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

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

Experience Investigators by 360Connext

DECEMBER 17, 2014

Mike Wittenstein is an experience, service, and business designer based in Atlanta who travels the world sharing ideas and programs that ignite others’ thinking, encourage experimentation, and transform business results. Which ones did you spot? Good job Ebay ! You’ve got chutzpah, Rebecca Minkoff!

Innovation 275

Innovation Connections Consumers Sports 275

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 Insurance Wireless 293

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

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

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 Interaction 329

Experience Investigators by 360Connext

SEPTEMBER 24, 2014

I’ve taken advantage of this perk when traveling , most recently in New York City. One of the nice perks of being on a certain level with American Express is gaining access to Regus business lounges throughout the world. A Regus card shows up in the mail and I use it!

Customer Journey Mapping 282

Customer Journey Mapping Customer Journey Social Media Consulting 282

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

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.

Airlines 372

Airlines 2020 Social Media Hotels 372

Experience Investigators by 360Connext

APRIL 27, 2021

Travel your customer journey , and look for quick fixes. These foundational steps will help with the big picture, but you still have the power to improve customer experience incrementally. Aim for quick wins to gain trust and buy-in from leadership throughout your organization. Step 2: Improve. Be your own customer. A broken link, perhaps?

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

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. Reduced technician dispatches not only save costs but also lower carbon emissions associated with travel.

ROI 124

ROI White Paper Travel Return on Investment 124

CX Accelerator

NOVEMBER 26, 2021

Over the course of 3 months, Shane and I travelled around Australia visiting hospitals to determine what the issues were and come up with solutions to address them. No two sites were the same and I became an expert in a variety of different parking management tools. Ben Motteram. Ben Motteram. Keith Kmett.

Hospitality 182

Hospitality Travel Healthcare 2020 182

CX Accelerator

NOVEMBER 26, 2021

Over the course of 3 months, Shane and I travelled around Australia visiting hospitals to determine what the issues were and come up with solutions to address them. No two sites were the same and I became an expert in a variety of different parking management tools. Ben Motteram. Ben Motteram. Keith Kmett.

Hospitality 182

Hospitality Travel Healthcare 2020 182

Customer Bliss

JULY 23, 2019

We are often left to our own devices to ensure that all of our healthcare records, for example, travel with us as we move to different healthcare providers. Monkeying Around with Healthcare. Healthcare is one industry that delivers a lot of those monkeys. Mayo Clinic calls this the burden of care.

Healthcare 173

Healthcare Chief Customer Officer Travel 2019 173

Customer Bliss

AUGUST 30, 2021

A little while after Indra Nooyi was named the CEO of PepsiCo, she traveled home to India to visit her mother. The morning after she arrived, piles of visitors began pouring into her mothers’ home. They walked past Nooyi and straight to her mom where they congratulated her on her daughter’s accomplishment.

Books 310

Books Hotels Travel Connections 310

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, an international outsourced contact center servicing North America, is excited to begin hiring for 60 new jobs in the Halifax area.

Contact Center 132

Contact Center Call Center Insurance Travel 132