InMoment XI

JANUARY 17, 2024

It encompasses every aspect of their stay or visit, from the booking process and arrival to the accommodation, services, and departure. A Multi-Channel Strategy is Essential To validate their booking decisions, travel buyers are navigating multiple digital channels to conduct research and find solutions that are suited to their needs.

Guest Experience 260

Guest Experience Hospitality Hotels Travel 260

CloudCherry

JULY 18, 2018

Did you interact with the brand through their website, through their social media, through email, or through multiple channels? Download our e-book, The Data Science of CEM: Analytics for Customer Experience Management, for more information about working with customer experience data and to equip yourself to make better data-driven decisions.

Customer Experience Management 170

Customer Experience Management Net Promoter Score Customer Experience Management 170

Beyond Philosophy

OCTOBER 28, 2014

I feel that in today’s age of multi-channel options for Customer “calls” it is important to note that call routing and answering applies to all channels, whether there is a call or not. Colin is an international author of four best-selling books and an engaging keynote speaker. They might even encourage the use of Skype!

Net Promoter Score 120

Net Promoter Score Customer Experience Customer Centricity CEM 120

PeopleMetrics

MARCH 7, 2018

To make yourself as effective as possible within your organization, you know that you have to be a very multi-disciplinary person. Thanks for joining us for another edition of CX Secrets , a video series capturing bonus material from my book Listen or Die! You are so important to your organization. What makes a great CX leader.

Feedback 76

Feedback CEM Management 2001 76

Beyond Philosophy

OCTOBER 28, 2014

I feel that in today’s age of multi-channel options for Customer “calls” it is important to note that call routing and answering applies to all channels, whether there is a call or not. Colin is an international author of four best-selling books and an engaging keynote speaker. Blogs Customer Experience'

Customer Experience 136

Customer Experience Multi-Channel CEM Customer Centricity 136

Beyond Philosophy

JUNE 4, 2015

The ‘human’ factor, in marketing, communications, positioning, and experience creation through sales, service, and operations now pervades titles of articles, blogs, white papers, and even books. In his 2010 book, Marketing 3.0: Kotler picked up a theme that was articulated in the 2007 book, Firms of Endearment.

Financial 144

Financial White Paper Books Airlines 144