Up Your Service

MAY 3, 2017

Our previous blog post demonstrated the power of customer voice in an unsolicited book review from a technology industry guru. This post makes the same point, but for the travel and hospitality – one of the most traditional “service” industries on the planet. The rise of white-glove customer service.

Hospitality 74

Hospitality Travel Brands Airlines 74

CSM Magazine

FEBRUARY 1, 2024

A restaurant can hire the greatest chef in the world, and still have poor reviews because of the service the customer receives. Supported management in efforts to increase productivity by motivating employees through improved rewards programs. Increased customer engagement with weekly social media question and answer sessions.

Net Promoter Score 52

Net Promoter Score Social Media Rewards Programs Customer Retention 52

ShepHyken

NOVEMBER 26, 2018

My Comment: This short article reminds us that no matter how much you are investing – or plan to invest – in technology to deliver a better customer experience, your first investment should be in the morale of your people. Customer Retention Made Easy by Samir Palnitkar. Customer Experience by Tom Fishburne.

Article 80

Article 2018 Customer Service Airlines 80

Currency Alliance

APRIL 15, 2024

Many loyalty program members will now be accustomed to similar liquidity enhancements, such as exchanging your American Express Membership Rewards Points into Avios or Bonvoy. Remember, your loyalty goal is not to issue the maximum number of points, but for the maximum number of customers to see joining your program as worthwhile.

Loyalty Programs 52

Loyalty Programs Loyalty Airlines Banking 52

delighted

OCTOBER 22, 2019

While there are many reasons and methods to measure customer experience (CX), keeping tabs on the perception of your customers via the Net Promoter methodology can be incredibly valuable for benchmarking the health of your business. Retail customers who are promoters spend 3.5-4x

Net Promoter Score 41

Net Promoter Score NPS Measurement Feedback 41

Currency Alliance

DECEMBER 13, 2018

Reward programs still have an important part to play in this effort; but they are only part of the picture. YouGov data from the UK shows that even the youth demographic – supposedly disloyal – thinks that points programs “are a good way for brands to reward customers and 59% think all brands should offer one.”.

Loyalty 45

Loyalty 2019 Loyalty Programs 2018 45