Kitewheel

MARCH 4, 2019

Travel and hospitality companies have a difficult job. But even these leading travel brands can do better. Things are improving for the travel industry, but the biggest multipliers of customer satisfaction seem largely to be left behind. To accomplish this, they need to better manage their customer journeys.

Travel 40

Travel Hospitality Customer Journey Airlines 40

Interactions

MAY 20, 2021

With travel restrictions decreasing and consumers feeling more comfortable leaving their homes, this summer will see a rebound in traffic after a year-long hibernation. According to new research by Zapwater Communications , 65% of Americans are looking forward to traveling again, both internationally and domestically.

Hospitality 62

Hospitality Travel Brands Average Handle Time 62

Quadient

JULY 25, 2022

Customer Journey Analysis in 6 Easy Steps. The customer experience is the sum of all the interactions that a customer has over the life of the relationship with the brand. But more importantly, the emotions, feelings, and perceptions about those interactions. What is Customer Journey Analysis?

Customer Journey 52

Customer Journey Customer Journey Mapping Touchpoint Insurance 52

Interactions

APRIL 1, 2021

How can brands ensure that their communication is increasing loyalty, and not scaring customers away? First, let’s look at the basics of proactive communication. What is proactive communication? Proactive communication in the contact center is essentially an interaction starting with the brand.

Communication 62

Communication Contact Center Airlines Insurance 62

ShepHyken

NOVEMBER 10, 2017

This week we feature an article by Sawaram Suthar writes about how live chat can simplify the customer journey. Always remember that the customer just want to be taken care of, regardless of how you go about it. – Shep Hyken. Businesses often face multiple challenges with respect to how to simplify the customer journey.

Customer Journey 74

Customer Journey Blog Fashion E Commerce 74

Pointillist

MAY 23, 2018

More and more marketers and customer experience professionals are now looking for the best customer journey analytics platform to understand and engage with individual customers at a personal level, at scale. But, once you begin to look into customer journey analytics at a deeper level things become much less clear.

Customer Journey 90

Customer Journey Customer Journey Mapping Touchpoint Multi-Channel 90

Interactions

MARCH 19, 2020

We’ve seen travel bans, the cancellation of public events, and work-from-home mandates. Businesses across industries are trying their best to keep their employees and customers calm, safe, and productive during these testing times. . COVID-19 has impacted both personal and business travel. That is exactly what’s happening now.

Customer Service 96

Customer Service Contact Center Travel Airlines 96

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

Avaya

APRIL 3, 2017

I wanted to explore some of the observations from the conference—especially those about contact center operators leveraging customer journey maps for serving customers effectively via chat, SMS and other messaging communiques. The accessibility of compact smart phones has made them readily available to communicate at any time.

Customer Journey Mapping 58

Customer Journey Mapping Customer Journey Contact Center 2016 58

Experience Investigators by 360Connext

APRIL 13, 2021

Yet how often do we, as CX leaders, really just focus on listening to customers in authentic, low-tech ways? Customer interviews can be a key step in: Customer Journey Mapping. Building Customer Personas. Diving deeper into an identified problem or customer challenge. I love talking to customers!

Customer Journey Mapping 291

Customer Journey Mapping Customer Journey Feedback Brands 291

Experience Investigators by 360Connext

APRIL 14, 2020

It’s one of the most useful tools you have in your customer experience toolbox at this moment. If you don’t have a journey map, now is a terrific time to create one. Why Journey Maps Matter Now More Than Ever. Customer Journey Maps are a great resource, especially in times of change like these.

Customer Journey Mapping 374

Customer Journey Mapping Workshop Customer Journey Touchpoint 374

Kitewheel

NOVEMBER 10, 2020

Neil Skilling flex their non-medical PhDs to answer these and other questions in Kitewheel’s new customer journey podcast: The Journey Doctors. Why Make a Customer Journey Podcast? Customer experience is the main competitive differentiator for brands in the modern marketplace. So what’s missing?

Customer Journey 52

Customer Journey Travel Customers Events 52

ShepHyken

SEPTEMBER 15, 2023

She writes about using email marketing to improve customer service and experience throughout the entire customer journey. With the variety of online products and services, customer expectations are constantly growing. And this doesn´t just impact initial interactions but contributes to customer retention, too.

Marketing 61

Marketing Customer Experience Communication Entertainment 61

Experience Investigators by 360Connext

NOVEMBER 17, 2020

Yet most business plans don’t have a “customer appreciation program” section. And when talking business strategy, showing customers gratitude is hardly mentioned. We know that building loyalty requires more positive interactions than negative ones. So let’s get proactive about how we thank customers.

Airlines 372

Airlines 2020 Social Media Hotels 372

Experience Investigators by 360Connext

AUGUST 4, 2020

What if different products have different customers? Begin with the customer you serve the most, or the customer journey you’re trying to address. Then you can establish best practices around identifying and defining your customers. Use the right persona for the right journey.

Social Media 265

Social Media Customer Journey Customers Feedback 265

Interactions

JUNE 2, 2022

Summer 2022 is upon us and, as the Washington Post covers, all indications suggest travel will be back to the pre-pandemic era. But the war in Ukraine, high inflation, and lofty gas prices have added uncertainty in the travel world and increased the likelihood for out-of-practice travelers to make errors.

2022 62

2022 Travel Rewards Programs Virtual Agent 62

Quadient

APRIL 24, 2016

Customer Journey Mapping: A brand's GPS to loyalty and advocacy. Don’t assume a customer journey is a linear path. Customers, if they are served correctly and if they understand how to interact with your company in an efficient way, will become your best advocate. Do you know who handles the communication?

Customer Journey Mapping 52

Customer Journey Mapping Customer Journey Loyalty Brands 52

TechSee

SEPTEMBER 24, 2019

Sam travels often for business. Was this evidence of a successful customer experience strategy? Delivering a consistent customer experience is imperative for companies that want to drive loyalty. Inconsistent interactions confuse customers and can damage the brand’s reputation. Was that a good customer experience?

Customer Experience 150

Customer Experience Hotels Social Media Omnichannel 150

SurveySensum

JANUARY 18, 2024

Let’s get started: 7 Powerful Ways to Boost Your Marketing (and Customer Experience) with SMS Automation The following strategies will help you with personalized marketing to seamless customer communication. A clothing retailer could send an SMS like, “Hi [Customer Name]! Forgot something? Your vote matters!”

Marketing 52

Marketing Fashion Demo Customer Journey 52

SurveySensum

FEBRUARY 20, 2024

It’s about creating an experience that leaves your customers feeling like they’ve had the best experience every time they interact with your business. Take advantage of different types of surveys at different touchpoints of the customer journey.

Customer Satisfaction 52

Customer Satisfaction Touchpoint Social Media Customer Centricity 52

SurveySensum

FEBRUARY 20, 2024

It’s about creating an experience that leaves your customers feeling like they’ve had the best experience every time they interact with your business. Take advantage of different types of surveys at different touchpoints of the customer journey.

Customer Satisfaction 52

Customer Satisfaction Touchpoint Social Media Customer Centricity 52

Kitewheel

FEBRUARY 26, 2019

The Customer Journey is like this in more ways than one. Customers today are overwhelmed with communications , getting messages from hundreds of vendors online, on their phones, and in ads. To best deliver great experiences to customers, then, you must keep their emotions in mind.

Customer Journey 40

Customer Journey Automotive Connections Customers 40

SurveySparrow

MARCH 5, 2024

Clinical Performance Metrics: Identify patient satisfaction with healthcare performance such as communication, cleanliness, and overall experience. Prioritizing customer feedback to ensure they feel genuinely appreciated for your service is one way to stay on top of the market.

Insights 52

Insights Net Promoter Score Hospitality Healthcare 52

Experience Investigators by 360Connext

NOVEMBER 22, 2022

Yet most business plans don’t have a “customer appreciation program” section. And when talking business strategy, showing customers gratitude is hardly mentioned. We know that building loyalty requires more positive interactions than negative ones. So let’s get proactive about how we thank customers.

Airlines 143

Airlines 2020 Social Media Hotels 143

Experience Investigators by 360Connext

MARCH 24, 2020

Your front-line employees need a way to communicate with leadership. Make ways for your support agents, your frontline service providers, and anyone else who is dealing with customers directly to have a way to share what they’re experiencing. Reach out to customers about the fears they may be having.

Net Promoter Score 110

Net Promoter Score Customer Journey Loyalty Programs Leadership 110

ijgolding

APRIL 9, 2020

For over eight years now, I have been travelling around the globe, sharing knowledge with people on how to deliver the customer experience (CX) as robustly and effectively as possible. It has been an amazing, if not exhausting, journey. The ‘customer journey management cycle’ Sticky notes can only get you so far….

Insights 124

Insights Customer Journey Mapping Customer Journey Technology 124

ClientSuccess

DECEMBER 5, 2022

. • Increase customer satisfaction, retention, and loyalty. Receive invaluable customer feedback on products, services, and strategies. Gain insights into customer needs in order to develop better offerings. Improve communication between customers and the company. Build Your CAB with the Right Mix of Customers.

Customer Success 87

Customer Success Social Media Customer Journey Feedback 87

Middlesex Consulting

OCTOBER 26, 2015

I have been running customer journey mapping workshops for our clients for many years. In the last few years I’ve noticed, as the popularity of the term “customer journey map” has grown, people have started pinning the term to different things, i.e. people call different types of map, customer journey maps.

Customer Journey Mapping 60

Customer Journey Mapping Customer Journey Document Workshop 60

Middlesex Consulting

OCTOBER 25, 2015

I have been running customer journey mapping workshops for our clients for many years. In the last few years I’ve noticed, as the popularity of the term “customer journey map” has grown, people have started pinning the term to different things, i.e. people call different types of map, customer journey maps.

Customer Journey Mapping 60

Customer Journey Mapping Customer Journey Document Workshop 60

Talkdesk

MARCH 17, 2020

Continuously improving the customer journey in order to achieve the perfect customer experience (CX) is the Everest of the CX-obsessed. This is largely due to complex and inflexible tools that are difficult to customize and require IT resources, developers or professional services to build and manage.

Contact Center 94

Contact Center Tourism Travel Call Center 94

Optimove

FEBRUARY 14, 2023

Today’s consumers want to interact with the brands they love 24/7; on your app, in your store, and on your social media feeds and website. Delighted customers with no interest in playing the field regarding loyalty. A great omnichannel experience is better for customers. The result? Omnichannel strategy is better for your brand.

Omnichannel 52

Omnichannel Marketing Travel Hospitality 52

TechSee

MARCH 10, 2021

We are living in a ‘remote first’ world where visual engagement has become a critical piece in our current day-to-day interactions. This remote and digital-first world has made service organizations rethink how to engage with customers. Helping customers from afar is nothing new. Visuals enhance communication.

Customer Service 109

Customer Service Demo Engagement Customers 109

Kitewheel

AUGUST 3, 2020

We’ve discussed the importance of journey orchestration, recently covered in The Forrester Wave report. Kitewheel was named a leader in journey orchestration, but customer journey analytics is an area we view as being just as important. Here are six reasons why Marketers should care about journey analytics.

Marketing 52

Marketing Omnichannel Customer Journey NPS 52

Lumoa

JANUARY 24, 2024

Have you ever traveled to a country where you didn’t speak the language? After that frustrating experience, I had a newfound appreciation for customers who have to deal with unresponsive customer experience (CX) teams that fail to act on customer feedback! Large volumes of qualitative data turn into actionable insights.

Feedback 83

Feedback Net Promoter Score 2024 Metrics 83

ijgolding

SEPTEMBER 25, 2018

However, whilst I will never take for granted how lucky I am being able to travel around the globe, it is not quite as glamorous as you might think. Most of my life is spent on buses, taxis and trains, travelling to chaotic, disorganised airports, being herded along with my fellow passengers like cattle to my economy class seat!!

Travel 98

Travel Hotels Customer Journey Books 98

ShepHyken

JUNE 16, 2017

This week we feature an article by Felix Winstone who says that while technology has impacted our approach to customer service, the oldest channel of communication, voice, is the most important. Approaches to customer service are continually shifting to keep up with how people adopt new technology. Shep Hyken.

Blog 84

Blog Customer Service Interaction Communication 84

ijgolding

SEPTEMBER 14, 2015

We have always lived on a planet where recovery, apology and compromise have become a part of the way humans interact. Having traveled for almost 14 hours, we arrived for the very first time in the city of Harare – capital of Zimbabwe. As regular travelers, it happens. Do poor Customer Experiences make a difference?

Hotels 90

Hotels Communication Customer Experience Travel 90