InMoment XI

JANUARY 17, 2024

Guest experience refers to the overall impression and satisfaction that a guest has during their interactions with a hospitality brand or establishment, such as hotels, restaurants, resorts, and attractions. It encompasses every aspect of their stay or visit, from the booking process and arrival to the accommodation, services, and departure.

Guest Experience 260

Guest Experience Hospitality Hotels Travel 260

PeopleMetrics

FEBRUARY 25, 2021

Explore our CX solutions, designed to deliver a consistent experience every time. your dedicated account manager brings 20+ years of CX expertise into your program, with unlimited users to give everyone access to CX insights: [link]. Read our CEO's book Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold" [link].

Roadmap 108

Roadmap Management CEM Customer Experience Management 108

PeopleMetrics

JUNE 18, 2019

One year ago today, I launched my book, Listen or Die: 40 Lessons that Turn Customer Feedback into Gold ( check it out on Amazon! ). The goal of the book was to share best practices on how to create a great Voice of Customer (VoC) program. Customers want things to be easy with as little friction as possible.

CEM 48

CEM 2001 Books 2019 48

Beyond Philosophy

OCTOBER 28, 2014

Systems can clearly make or break your Customer Experience. There are four common Systems areas that apply to this concept: Technology, Call Routing and Answering Customer Identification, and Mobility. Let’s take a closer look at each and what makes them have a Customer Focus. Area #1: Technology.

Net Promoter Score 120

Net Promoter Score Customer Experience Customer Centricity CEM 120

Beyond Philosophy

JANUARY 26, 2015

If we do, we can continue to protect the technologies that have unleashed untold opportunities for people around the globe. Read more about the book and register for the webinar, here. 4 Ways to Gain Customers’ Trust in Data Security. Colin is an international author of four best-selling books and an engaging keynote speaker.

Customer Centricity 102

Customer Centricity CEM Books Government 102

Beyond Philosophy

JUNE 4, 2015

If all the statistics about mobile technology are true, the answer is likely yes for 70% of you—maybe more! Chances are, 70% or more of your Customers are reading/Googling/posting on mobile devices about your organization, too. To that end here are 3 tips for using the Omni Channel Approach and Mobile Technology to your advantage: 1.

E Commerce 141

E Commerce Sports Retail Omnichannel 141

Customer Alignment

DECEMBER 18, 2017

We heard talk of Machine Marketers , Personas , Play Books , Influencer Marketing , Big Data/ Big Science , Webrooming & Showrooming and GDPR. Ease and efficiency won’t make customers stick around; emotion will and they will pay for a good one. As I was considering ‘what to expect in 2018’, I took a step back and contemplated 2017.

2017 45

2017 2018 Chief Customer Officer NPS 45