Up Your Service

MAY 3, 2017

Read on… Customer loyalty is a powerful marketing force that travel and hospitality businesses are always chasing. But a whole other degree of devoted customer exists: The brand evangelist, described as the kind of traveler who feels so connected to a company that they proactively share their positive experiences with others.

Hospitality 74

Hospitality Travel Brands Airlines 74

ViiBE Blog

AUGUST 17, 2021

What is the purpose of customer experience management? Customer experience. Automotive , Construction , Energy , Insurance , Retail , SMB , Transport. CEM helps organizations with creating and maintaining long-lasting client relationships not just with the company’s products and services, but to the brand as a whole.

Customer Experience Management 52

Customer Experience Management CEM Customer Experience Management 52

Kustomer

NOVEMBER 4, 2020

Customer experience (CX) is a determining factor in whether customers are loyal to a brand or not. Over 80% of companies who prioritize customer experience report an increase in revenue. Brands must stay on top of CX trends. Microsoft predicts that by 2025 as many as 95% of customer interactions will be through AI.

2021 52

2021 Customer Experience E-support Omnichannel 52

SurveySensum

JULY 19, 2023

According to a new Forbes Insights and Arm Treasure Data survey of more than 1000 customers worldwide, 74% of customers said they are likely to buy from brands based on experience alone. This statistic emphasizes the critical role that retail customer experience plays in customer loyalty, brand advocacy, and business growth.

Retail 40

Retail Customer Experience Social Media Rewards Programs 40

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. One of the ways we understand the customer’s experience is through mapping and analyzing the journey through all customer touchpoints.

Customer Journey 52

Customer Journey Customer Journey Mapping Touchpoint Insurance 52

ProProfs Chat

NOVEMBER 29, 2019

This is exactly what customers expect from a brand when they approach them for support. Customer expectations are growing every day and because they form a strong foundation of every business. . The growing expectations are inclusive of: 24*7 support. “Always do more than is required of you.” — George S.

2020 90

2020 E-support 2018 Hospitality 90

Ann Michaels and Associates

APRIL 23, 2018

In essence, customer experience is the customer’s perception of how well you live up to your brand promise. If you fail to meet the expectations you have created, then that brand promise can become your undoing. Most businesses want to create a compelling brand promise… otherwise what’s the point of having a brand?

Customer Experience 40

Customer Experience Transportation Social Media Customers 40

Thematic

DECEMBER 9, 2019

After some sight-seeing we needed to get back to our hotel and we weren’t anywhere near public transport. Better customer experience: Messaging that more accurately reflects their preferences Book-keeping using ledgers Online bookkeeping using software Better business results: Less error prone and easier reporting.

Feedback 126

Feedback 2020 Travel Voice of Customer 126

Comm100

AUGUST 23, 2018

It’s 2018, and customer expectations are changing faster than ever. While some businesses have struggled to withstand the shifting tides, others have reacted in a timely enough fashion to keep up (at least minimally) with changing customer expectations. Who is doing this right? You guessed it) Amazon. billion U.S.

Exceptional Customer Service 40

Exceptional Customer Service 2018 Customer Service Hotels 40

Second to None

APRIL 23, 2019

We are always talking about how CX is a continuously changing practice that shifts to align with the current customer expectations and cultural norms. Prior to efficient forms of transportation, customers were constrained by geography. New Modes of Transportation. Limited by Proximity. 1] [link]. [?]

B2C 84

B2C Transportation Social Media Entertainment 84

ViiBE Blog

JULY 30, 2021

Call Center , Customer experience , Remote operations. Automotive , Construction , Energy , Insurance , Retail , SMB , Transport. Do they prefer phone calls and real-time agent-customer interaction? Have you seen high customer engagement from text messages and live chats? Actively engage with your customers base.

Contact Center 52

Contact Center 2021 Call Center Transportation 52

CSM Magazine

DECEMBER 1, 2020

Customers expect immediate results but they also crave the personal touch. Changing expectations are driving the need for a faster, more personalised and memorable customer experience (CX). Statistics tell us that customers choose chat for convenience and shorter wait times, unlike voice calls. Abbie Heslop of EBI.AI

Automotive 69

Automotive Transportation 2014 Social Media 69

Magellan Solutions

NOVEMBER 8, 2019

The introduction of Augmented Reality and Virtual Reality helps solve this problem by letting customers virtually try on the products first. Even big brands like Amazon and Ikea are letting their shoppers test out pieces of furniture to give them an idea of how it will look in their homes. Don’t Underestimate Social Media.

E Commerce 40

E Commerce 2020 E-support Social Media 40

Currency Alliance

FEBRUARY 26, 2019

We believe these trends will occupy most brands’ efforts during 2019. A great loyalty strategy runs in sync with the business and permeates virtually every customer-facing aspect. Emotional loyalty: add incentives along many touchpoints in customer journeys. A loyalty program should be relevant to 80% of customers.

Loyalty 45

Loyalty 2019 Loyalty Programs Hotels 45

Stella Connect

DECEMBER 6, 2017

The best customer service moments aren’t as provocative as PR disasters, and they don’t get as much press, but they help to restore our collective faith and remind us what great service is all about. This week, we wanted to share 10 of the best customer service moments of 2017. What surprised this customer was what came next.

2017 47

2017 Customer Service Airlines Hotels 47

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. But those brands pursuing each of the trends predicted for 2020 probably suffered less as the course of this year evolved. They don’t want to re-enter information they’ve already provided.

2021 52

2021 Loyalty Loyalty Programs Travel 52

CSM Magazine

MAY 3, 2021

With customer journey mapping in place, brands can detect gaps in the service or product quality, see the opportunities for improvement, and establish tailored customer experiences. Why use customer journey mapping? Find a template that fits your industry, such as finance, retail, transportation, digital services, etc.

Customer Journey Mapping 52

Customer Journey Mapping Customer Journey Touchpoint Transportation 52

Thematic

NOVEMBER 13, 2018

Collection of customer feedback – Using methods like surveys, etc. to gather information from your customers. Analysis – Analyzing responses to uncover trends, themes and customer expectations. You might have access to lots of customer feedback without realizing it! 20% of customers talk about price.

Voice of Customer 101

Voice of Customer Net Promoter Score ROI NPS 101