COPC

OCTOBER 13, 2021

This blog entry was written in conjunction with our upcoming Optimizing Post-Pandemic Contact Center Outsourcing Relationships pre-event workshop during Execs In The Know’s Customer Response Summit. Chat continues to be one of the fastest-growing customer service channels.

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ijgolding

JUNE 15, 2015

Doing what I do for a living, I am not easily shocked when I am exposed to unsatisfactory Customer Experiences – either my own, or those that are shared with me. The video served as an extremely powerful lesson of the damage that FAILURE to deliver the experiences that customers EXPECT from a brand can do.

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Hotels Brands Entertainment Events 97

NICE inContact

OCTOBER 6, 2016

This list is compiled of some major “to-do’s” before you join us at the Hilton Orlando Bonnet Creek. From training to keynotes to information about integrations with the inContact platform, we have over 60 sessions to help you improve your customer experience. Get Ready for The Wizarding World of Harry Potter™ – Hogsmeade™.

2016 48

2016 Entertainment Download Events 48

Smith+co CX

JUNE 26, 2017

So British Airways cabin crew are to go on strike (again) from July 1 st for two weeks just as many of their customers are taking their long-awaited summer holidays. Anthony Hilton, writing in the Evening Standard, said it was arguably: “the airline’s worst self-inflicted crisis since it was privatized 30 years ago”.

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Airlines 2011 2016 Brands 28

Stella Connect

MAY 4, 2017

How Disney University Develops the World’s Most Engaged, Loyal, and Customer-Centric Employees . Disney’s enduring success is rooted in its emphasis on employee development—the transformation of new hires into brand enthusiasts who internalize the organization’s values, relish their roles, and deliver an experience like no other.

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Smith+co CX

SEPTEMBER 26, 2013

However, a recent feature by the Sunday Times found that despite all the investment in improving services, hotels all too often fail on the customer experience. So why is it that as brands get more sophisticated in their technology and more innovative in their attempts to dazzle us, they fail to deliver a great experience?

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Hotels Customer Experience CEM 2011 34

Forrester's Customer Insights

APRIL 19, 2016

You might have read my blog post last month about why you should attend this year's MARKETING Forum in New York. The event is just around the corner, and I'm looking forward to all the sessions we have in store that will help marketers learn to deliver brand promise in every customer touchpoint. and Michael Medenhall, CMO at Flex.

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2016 Marketing Touchpoint Events 37

Currency Alliance

NOVEMBER 14, 2018

This blog serves two purposes. Marketplaces deliver unique value for customers that your own brand cannot deliver on its own. In a marketplace, multiple traders appear in one place so the customer can: compare offerings (i.e., This creates a terrible customer experience. This is a good thing.

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Loyalty Loyalty Programs Travel Hotels 45

inmoment

MARCH 9, 2020

1 for CEOs today is ensuring the company delivers a compelling customer experience. This laser sharp focus on the total experience must span the entire demand and supply chain and incorporate every aspect of how products and services are designed, priced, marketed, sold, delivered and supported. Now customers expect even more.

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Customer Experience Hotels Leadership Financial 52

Thunderhead

JUNE 20, 2018

Forrester presented new research yesterday (The US Customer Experience Index, 2018, Rick Parrish) which shows CX quality has languished in the past 12 months, a far cry from businesses saying they’re putting CX first, they’re talking the talk but not walking the walk. Homewood Suites by Hilton.

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Loyalty 2018 ROI Customer Journey 40

Currency Alliance

DECEMBER 13, 2018

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.”. Greater investment to meet consumers’ insatiable appetite for experiences. Blockchain going quiet (for the time being).

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Currency Alliance

FEBRUARY 26, 2019

Businesses, their markets, and customer behavior have evolved dramatically in the past 10 years, yet most loyalty programs have only made incremental changes (in some cases to the detriment of customers). A great loyalty strategy runs in sync with the business and permeates virtually every customer-facing aspect.

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Loyalty 2019 Loyalty Programs Hotels 45

Currency Alliance

NOVEMBER 17, 2020

It allows us to keep customers engaged when business plans fly out the window, due to marketplace calamities, such as the Covid-19 pandemic. Each trend supports aspects of the broader business imperative: to be present when and where customers choose to engage. We crave convenience and more intuitive, personalized experiences.

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2021 Loyalty Loyalty Programs Travel 52

Grade.us

APRIL 17, 2019

Clients experience analysis paralysis, and they shut down. While nothing, and I mean nothing , can beat on the job experience, you need the right training. In addition to the courses below, we curated a nice smattering of blogs, resources and people to follow to stay up to date in this 2018 digital analytics blog post.

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2019 Social Media Metrics Marketing 21

Currency Alliance

FEBRUARY 10, 2021

In my opinion, if someone believes they have reached ‘best practice’, then they typically stop thinking about how to create more value for all stakeholders, and simply allow inertia to drive their customer engagement efforts. If no one else will rock the boat, then that is the CEO’s job.

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Loyalty Programs Loyalty Touchpoint ROI 52

Currency Alliance

APRIL 10, 2021

Uncover the mountains of gold in your mid-long tail customers. Most loyalty teams obsess over your 10-15% most frequent customers, partly because they’re profitable, but partly because they’re easy to market to. The 40-60% of less frequent customers are a far larger commercial opportunity. Capture exclusive customer insight.

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Loyalty Marketing Loyalty Programs Touchpoint 52