Customer Bliss

JUNE 20, 2017

Jackie McAtee, Vice President of Marketing and Customer Experience for Mayfair Medical Imaging, and I discuss her path from hospitality and marketing to her hybrid role of both marketing and customer experience. If you market well but the experience isn’t there, your marketing won’t stick.

Innovation 200

Innovation Healthcare Customer Experience Net Promoter Score 200

CSM Magazine

JUNE 15, 2021

Avtex, a TTEC Digital company, announced today the hiring of Brian Lannan as Vice President of Retail Experience. In his most recent role, Brian led the Guest Experience team at Target, where he was responsible for experience strategy and insights, guest-centric culture development, voice of guest, and brand and reputation insights.

Retail 52

Retail Guest Experience Contact Center Insights 52

ShepHyken

FEBRUARY 25, 2019

Entrepreneur) Every brand touchpoint is important. Every interaction is a chance for your employees to communicate the experience that your brand provides. Brand Keys 2019 Customer Loyalty Engagement Index: Verified Trust = Brand Success by Robert Passikoff. CX is for retail brands, as in B2C.

2019 89

2019 Article Customer Service Guest Experience 89

Experience Investigators by 360Connext

MARCH 26, 2015

This means I jump from one brand to another. Jeannie Walters Jeannie Walters is the Chief Customer Experience Investigator™ and founder of 360Connext, a global consulting firm specializing in the cornerstones of customer experience: customer engagement, employee engagement and connections like social media.

Travel 282

Travel Hotels Guest Experience Airlines 282

Alida

OCTOBER 27, 2017

Although some traditional retail behemoths such Toys ‘R’ Us and Sears have filed for bankruptcy and are even dying completely with a final breath of liquidation sales, some brands are doubling down on their physical locations by revisiting the in-store experience. Personalization is a big part of the pilot store experience.

Retail 154

Retail E Commerce E-support Entertainment 154

Retently

SEPTEMBER 3, 2023

Central to Airbnb’s customer-centric approach is the Net Promoter survey – a strategic tool for understanding guest satisfaction and loyalty. Yet, Airbnb’s Net Promoter survey is not just another routine questionnaire; it serves as a beacon in an evolving market. So, what exactly does the Airbnb Net Promoter survey entail?

Net Promoter Score 78

Net Promoter Score NPS Touchpoint Feedback 78

Alida

JANUARY 26, 2017

With a brand new stadium, however, comes higher ticket prices—and even higher fan expectations. AMB Sports & Entertainment (owner of Atlanta Falcons, Atlanta United FC and Mercedes-Benz Stadium) knows that the experience in the new stadium needs to match the building’s beauty and grandeur.

Sports 174

Sports Entertainment Webinar Guest Experience 174

BirdEye

JUNE 21, 2023

Basically, anyone that can claim a bit of your market share is fair game for a competitive analysis report. With it, you can create an effective marketing strategy to help increase brand awareness and, ultimately, gain a competitive advantage, all based on the revelations you learn. Detailed competitor analysis is empowering.

Social Media 98

Social Media Hotels Competitive Advantage Marketing 98

ReviewTrackers

MARCH 3, 2019

Meanwhile, 96 percent of hotel and hospitality brands worldwide say that TripAdvisor reviews are influential in generating bookings. You can also gain valuable insights on how to deliver even better guest experiences. Access free marketing tools to improve your TripAdvisor performance. Update your listing information.

Hotels 70

Hotels Travel Guest Experience Books 70

NetBase

MARCH 2, 2020

As the first of its kind, next generation consumer and market intelligence platform , we have so much to share with businesses around the actionable intel they could have at their fingertips. So, a Consumer and Market Intelligence Breakfast Seminar seemed the best way to deliver it en masse! And then to the meat of the meetings.

Social Media 60

Social Media Seminar Multi-Channel Leadership 60

SurveySparrow

JUNE 28, 2023

Hence, this blog aims to explore the concept of customer experience optimization and highlight its importance across various sectors, supported by real-world examples. What is Customer Experience Optimization? How to do Customer Experience Optimization? Why is it Important to Optimize?

Customer Experience 52

Customer Experience Net Promoter Score E Commerce Customer Centricity 52

LoyaltyPlus

JUNE 12, 2022

Hotels are showing signs of recovery across the Southern, Western, and East African markets following the turbulence of the past two years. Hotels must therefore look to strengthening relationships with guests and deliver more tailored services if they are to capitalise on this momentum.

Hotels 52

Hotels Tourism Guest Experience Social Media 52

SurveySparrow

JUNE 30, 2023

This blog will show you how to captivate your audience, win their hearts, and make them fall head over heels for your brand. Understanding Customer Experience Design What is CX design, you ask? 2 Consistency: Consistency is crucial in customer experience design. Maintaining a consistent brand voice fosters trust and loyalty. #3

Customer Experience Design 52

Customer Experience Design Customer Experience Touchpoint Net Promoter Score 52

PeopleMetrics

FEBRUARY 26, 2015

It was for an Employee Engagement position at a Human Capital consulting firm. They cared about engaged employees. And yes, they really did conduct performance reviews, invest in training, and administer employee engagement surveys. They were able to boast best-in-class Employee Engagement scores and happy customers as a result.

Customer Experience 76

Customer Experience Hotels Guest Experience Employee Experience 76

Smith+co CX

DECEMBER 8, 2020

In my last blog I reflected on how customer experience has been impacted by the Covid-19 crisis and which brands are succeeding in spite of it. We enjoyed a wonderful leisurely silver-service breakfast experience served by smiling and attentive staff. Top Global Brands 2020). Reinvent your Customer Experience.

Hotels 36

Hotels 2021 Hospitality 2020 36

SurveySparrow

OCTOBER 12, 2023

You create engaging conversational forms with advanced survey platforms such as SurveySparrow. Example: Market research surveys asking respondents to choose their preferred product features. Customer satisfaction surveys in the hospitality industry evaluate room cleanliness, staff conduct, and the overall guest experience.

Feedback 52

Feedback Measurement Insights Customer Satisfaction 52

ReviewTrackers

AUGUST 30, 2017

Customer journey mapping (drawing the various stages at which your customers engage with your brand) is crucial to providing an experience in which customers feel like banks care about them. The good news is that restaurants can create better guest experiences with data. Anticipate Rather Than React.

Connections 50

Connections Healthcare Banking Insurance 50

Service Untitled

FEBRUARY 8, 2012

Brands Keys Customer Loyalty Engagement Index sets Dunkin’ Donuts as number one in customer loyalty for the coffee category. The coffee category included ratings on consumer preferences, the consistency of meeting customer expectations for taste, quality, service, and brand value.

2008 47

2008 Rewards Programs Guest Experience Brand Values 47

C Space

AUGUST 5, 2018

We live in a world where online communities are ubiquitous, with almost every global brand using some form of it to uncover insight that leads to business change. It’s up to play companies to turn great play ideas into fun experiences, then get them to market, fast. What Are the Benefits of Online Communities? July 10, 2018.

2018 40

2018 Retail Customer Centricity Travel 40

Currency Alliance

OCTOBER 11, 2018

The hotel market is becoming more competitive, with a larger share of wallet being spent on a greater variety of services. On the contrary, the hotel remains a highly valued experience offering. These are laudable efforts, but they leave marketing opportunities unfulfilled. Restive guests: understanding hospitality loyalty.

Hotels 40

Hotels Hospitality Loyalty Travel 40

Michel Falcon Experience

APRIL 13, 2023

So there’s proof there, whether it’s through companies that you’ve associated yourself with Zappos, Starbucks or whichever brand. And I think that kind of permeates their whole brand today. At 1-800-GOT-JUNK, that was to become a globally admired brand. Why do some companies still struggle to commit to it?

Culture 60

Culture 2003 ROI Leadership 60

ReviewTrackers

MAY 15, 2017

Whether you’re managing a boutique resort with a dozen rooms or an international destination brand with tens or hundreds of hotel properties around the world, your ability to monitor, influence, and improve the way your hotel is perceived online by existing and potential guests can spell the difference between winning and losing.

Hotels 20

Hotels Management Net Promoter Score Social Media 20

Comm100

AUGUST 23, 2018

But this, according to Murph Krajewski, VP of Marketing at Sharpen, is missing the point. In marketing realms, it means putting a message anywhere a customer might be looking, listening, etc. This year, the company was ranked the most valuable brand in the world , with an estimated brand value of about 150.81 billion U.S.

Exceptional Customer Service 40

Exceptional Customer Service 2018 Customer Service Hotels 40

Michel Falcon Experience

APRIL 11, 2019

Which, if none of you are familiar with the brand 1-800-GOT-JUNK, I think they’re very successful. Jason: Multiple brands, and Brian is just crushing it. Michel Falcon: Working for such a great brand. 2,000 engagements, $1,500 engagements, small retainers.

Culture 60

Culture Books Leadership Hospitality 60

Kustomer

SEPTEMBER 9, 2021

When a brand is wholly aligned with the customer mission, it makes for a seamless experience across all departments. The customer game’s simple – as Justin puts it, “There’s no winner or loser in customer experience. For me, it’s about elevating the intellect around customer experience.

Contact Center 98

Contact Center Metrics Measurement Customer Experience 98

Grade.us

APRIL 2, 2019

Surprisingly, 98 percent of mobile users will read a branded/business SMS message and 90 percent will read all messages within 3 minutes ! High engagement: These are your vocal customers, the often irritating but well-meaning bunch that will tell you the truth in love. We use your feedback to improve guest experiences.

Automotive 42

Automotive Hospitality Healthcare Feedback 42