Experience Investigators by 360Connext

NOVEMBER 12, 2014

A gentleman who travels extensively and is a top-tier member of a hotel loyalty program was telling me he just wished they’d ask him a few questions. He is often greeted in his hotel room with a bottle of wine and chocolates. The best experiences are all about identity of both the brand and the customers.

Brands 259

Brands Hotels Consulting Workshop 259

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. Furthermore, hotels contributed 66% to the 98.3%

Hotels 52

Hotels Tourism Guest Experience Social Media 52

ProProfs Chat

FEBRUARY 13, 2020

Efforts to retain customers, help you formulate effective loyalty programs that your customers enjoy being a part of. Let’s take a look at customer loyalty statistics and observe the various ways that help a business improve and boost customer loyalty. Customer Loyalty Statistics 2020 You Shouldn’t Miss.

Loyalty 109

Loyalty 2020 Loyalty Programs Social Media 109

Currency Alliance

FEBRUARY 20, 2023

This article on the loyalty rules engine is probably the second-most important article I will ever write on loyalty marketing*. It is the most powerful, yet under appreciated module (or tool) in a loyalty marketing stack of software. Brands no longer need to be held hostage by legacy rules engines.

Loyalty 52

Loyalty Loyalty Programs Social Media ROI 52

InMoment XI

JANUARY 16, 2024

Specifically, the world’s leading brands have begun using contact center AI to create a more efficient and effective customer service experience. Improved customer satisfaction not only fosters loyalty but can also lead to positive word-of-mouth, attracting new customers to the brand.

Contact Center 260

Contact Center Virtual Agent E Commerce E-support 260

ShepHyken

FEBRUARY 12, 2024

For example, Gen Z prefers to solve their own problems (self-service customer support), and 52% of Gen Z won’t buy from a brand with bad self-service. Typically, a company or brand would have four to six groups. Jenkins (Social Media Examiner) Want to deliver extraordinary customer care that leads to client retention?

2024 66

2024 Article Customer Service Social Media 66

GetFeedback

NOVEMBER 25, 2019

Hotels: 76%. Internet Social Media: 72%. Learn how to use the CSAT metric, boost loyalty, and prove the ROI of your efforts. Health and Personal Care Stores: 77%. Health Insurance: 73%. Hospitals: 76%. Household Appliances: 80%. Internet Investment Services: 79%. Internet News and Opinion: 75%. Internet Retail: 80%.

Customer Satisfaction 293

Customer Satisfaction Apparel Insurance Wireless 293

Currency Alliance

OCTOBER 12, 2021

Loyalty partnerships with complementary brands are the best way to create additional value, for customers and for your business. Depending on the maturity of your loyalty program, you may already have some program partners, or be a partner in somebody else’s program. How loyalty partners co-create value.

Loyalty 59

Loyalty Loyalty Programs Airlines Travel 59

Alida

JANUARY 29, 2018

That’s why it’s important to keep your cool when concerned customers reach out to your brand, especially in the age of social media, where a misstep can go viral quickly. Below are real-life examples of how brands have delivered excellent customer service to transform a negative customer interaction into a positive experience.

Social Media 133

Social Media Wireless Airlines Loyalty 133

Retently

JUNE 28, 2022

It’s a valuable metric – for most companies and it’s the most valuable metric available for measuring customer loyalty and satisfaction. Ask customers to spread their love on social media. Give them direct links and ask to share their satisfaction on social media. Great feedback? You get what you ask for.

NPS 148

NPS Net Promoter Score Feedback Social Media 148

Experience Investigators by 360Connext

NOVEMBER 17, 2020

We know that building loyalty requires more positive interactions than negative ones. Customer clicks on the app or social media posts with the #CaptureKindness hashtag during the last two weeks of November will prompt T-Mobile to donate $10 to the organization. Ways a brand has thanked you as a customer.

Airlines 372

Airlines 2020 Social Media Hotels 372

Experience Investigators by 360Connext

MARCH 26, 2015

This means I jump from one brand to another. I’ve joked about how so many hotel “gyms” have at least one broken treadmill. The last several hotels have had working equipment! I’m grateful most hotels have abandoned the idea of the compact-yet-completely-useless hairdryer that pops out of the wall.

Travel 282

Travel Hotels Guest Experience Airlines 282

LoyaltyPlus

SEPTEMBER 1, 2021

Continued lockdown restrictions are resulting in the closures of many airlines, hotels, restaurants, bed and breakfasts, and the list goes on. But whether it is safety or a seamless online environment, everything points to how important engendering loyalty has become in these difficult times. Customers want to feel valued.

Loyalty 52

Loyalty Airlines Hospitality Hotels 52

NetBase

OCTOBER 12, 2018

You know Social Media Analytics are important – yet 81% of executives surveyed don’t feel their company is using social to its full potential. We talked about 11 social media metrics worth mastering in a recent Adweek webinar. Brand Passion. Here’s a look at Brand Passion for some of the major airlines.

Social Media 49

Social Media Metrics Webinar Airlines 49

BirdEye

DECEMBER 28, 2022

Are you looking for ways to increase your social media followers? If the answer to either question is yes, you should consider running a social media contest. Contests are a great way to get people excited about your brand, and they can be a lot of fun for participants as well. What is a social media giveaway?

Social Media 19

Social Media Brands Engagement Entertainment 19

C3Centricity

JUNE 8, 2020

Despite many books touting the need for our customers to “Love” our brands, in reality, I’m not sure that any of us want to have a deep relationship with brands. Brands that have a high following and loyalty, have found a way to consistently engage their fans and keep them coming back.

Hospitality 107

Hospitality Customer Centricity Hotels Return on Investment 107

Experience Investigators by 360Connext

APRIL 23, 2015

I was thrilled to have the opportunity to interview Amy Jackson, Senior Director of Brand Strategy and Consumer Marketing for TripIt from Concur while I was at the South By Southwest Interactive festival in Austin, Texas back in March. If you travel a bit, as I do, this app can be a lifesaver. and the not so good. What’s next?

Social Media 218

Social Media Travel Rewards Programs Innovation 218

ShepHyken

JANUARY 21, 2024

You will love his opening story about what happened in a well-known, name-brand hotel. The 2024 Marigold Global Consumer Trends Index Report provides insights into consumer preferences that drive marketing decisions and explores the influence of brand relationships.

2024 59

2024 Article Customer Service Workshop 59

Experience Investigators by 360Connext

NOVEMBER 22, 2022

We know that building loyalty requires more positive interactions than negative ones. Customer clicks on the app or social media posts with the #CaptureKindness hashtag during the last two weeks of November will prompt T-Mobile to donate $10 to the organization. Ways a brand has thanked you as a customer.

Airlines 143

Airlines 2020 Social Media Hotels 143

Kustomer

JUNE 1, 2023

By organizing data from all customer interactions such as purchases, queries and issue resolutions, your brand can deliver personalized CS throughout all stages of the customer journey. Using customer data to create a personalized customer experience is one of the top customer service trends of 2023, according to Forrester.

Customer Service 78

Customer Service Customer Service Strategies Hotels Social Media 78

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. A memorable and positive guest experience drives customer satisfaction and fosters customer loyalty.

Guest Experience 260

Guest Experience Hospitality Hotels Travel 260

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

ShepHyken

APRIL 3, 2017

Customer Service Track Shines at Social Media Marketing World by Dan Gingiss. Winning at Social) Although it is, at its essence, a marketing conference, the annual Social Media Marketing World gathering in San Diego is constantly adapting in step with the ever-changing world of social media.

2017 76

2017 Article Social Media Customer Service 76

Customer Bliss

JUNE 6, 2017

Brad Olson talks with me about his work to velocitize the member experience at Peloton, and creating a movement and a beloved brand. Our conversation charts Brad’s path from consultant to Bain, to Starwood hotels and his groundbreaking work at Peloton. He had been a huge Starwood guest during his road warrior consultancy days.

Hotels 149

Hotels Social Media Consulting 2014 149

LoyaltyPlus

NOVEMBER 9, 2018

Loyalty programmes or rewards programmes are a major revenue generator in the hospitality industry and keeping operators front of mind, seeing as it is offered to customers who regularly support a company. Social media is a powerful and accessible tool to spread the word about the benefits of loyalty programmes.

Hospitality 40

Hospitality Loyalty Airlines Hotels 40

C3Centricity

MAY 20, 2019

It is true that without satisfaction, customers will not return to a hotel or restaurant. Be honest, other than the popular book that started talking about brand love, who wants to have a relationship with a brand?! They become involved and interested in the brand, the product, their website, even their communications.

Hospitality 87

Hospitality Hotels Social Media Innovation 87

Magellan Solutions

AUGUST 25, 2021

After all, according to companies that outsource to Philippines, customer service is what makes or breaks a brand. Creating The Best Brand Impression Through Top BPO Companies in Philippines 2021. A brand’s image gives the company personality, relatability, and encourages brand loyalty. . We Start with Training.

Hospitality 52

Hospitality Call Center Social Media 2021 52

BirdEye

NOVEMBER 27, 2023

Brand reputation: Handling difficulties well enhances a company’s image. Loyalty building: Effective resolution fosters customer loyalty. Growth potential: Customer marketing your brand will likely allow you to have repeat business and company growth.

Social Media 109

Social Media Customer Service Representative Customer Centricity Customer Satisfaction 109

BirdEye

NOVEMBER 8, 2023

FAQs on eCommerce review sites Unlock your business potential by listing on these eCommerce review sites To truly elevate your brand experience, you must be listed and engage regularly on these third-party review sites. Authentic reviews for a hotel business help them build credibility, and customers will likely book that place.

Travel 58

Travel Hotels Social Media Healthcare 58

Beyond Philosophy

JUNE 1, 2015

And, what is the impact of loyalty programs on enterprise profitability? Overall, companies with loyalty programs have grown at about the same rate as companies without them; but there is variance in performance value among industries. Key among these are: Integrate Loyalty Into the Full Experience. Michael Lowenstein, Ph.D.,

Loyalty Programs 84

Loyalty Programs Loyalty Airlines Hotels 84

ProProfs Chat

JANUARY 30, 2020

Elaborating on this maxim, I would also like to add that unhappy customers can ruin the brand value in minutes. And we all know, what goes online, reaches everyone and hampers the brand image as well. Customer loyalty. Customer Engagement Through Social Media. Customer Engagement & Loyalty.

Customer Engagement 136

Customer Engagement 2020 Engagement Social Media 136

Currency Alliance

MAY 21, 2017

You get to the front of the queue in your local store and the assistant asks for your loyalty card. Hotel group cards. Most consumers belong to many customer loyalty programs, but are not active in a lot of them. So they lose interest in participating, and most of those loyalty cards end up in a drawer rather than the wallet.

Loyalty Programs 40

Loyalty Programs Loyalty Airlines Hotels 40

Currency Alliance

NOVEMBER 21, 2016

You get to the front of the queue in your local store and the assistant asks for your loyalty card. Hotel group cards. Most consumers belong to many customer loyalty programs, but are not active in a lot of them. So they lose interest in participating, and most of those loyalty cards end up in a drawer rather than the wallet.

Loyalty Programs 40

Loyalty Programs Loyalty Airlines Hotels 40

SurveySparrow

JUNE 28, 2023

The true essence of a personalized customer experience lies in tailoring the individual’s journey with your brand to meet their specific needs and expectations. By tapping into individual preferences and needs, personalization enhances customer satisfaction and boosts loyalty, influencing repeat business.

Customer Experience 52

Customer Experience Healthcare Competitive Advantage E Commerce 52

ShepHyken

NOVEMBER 14, 2017

Social media should be used more as a listening device than as a megaphone device. You should be listening to what your customers are saying at an individualized level on social media so that you can personalize their experience versus using social media as megaphone for you to blast your content and message out to the world.

Social Media 74

Social Media Hotels Books 2018 74

Experience Investigators by 360Connext

APRIL 28, 2020

Did you deliver on the promises your brand made? Brands that are actively promising safety measures, for example, are building on trust when customers see those measures are part of the experience, not just talk. They trust the brand to be consistent. This is the number one way to make or break trust. Around delivery times.

Customer Journey 225

Customer Journey Measurement Customers Brands 225

ProProfs Chat

DECEMBER 22, 2019

With the ever-changing scenario of business globalization, companies are thriving hard to retain their brand’s loyalty by creating cutting-edge product sales strategies. And proactive customer support is the prime reason which can ace up the customer retention rate, which eventually boosts brand loyalty in return.

Customer Service 101

Customer Service Social Media Customer Retention Loyalty 101