InMoment XI

JANUARY 17, 2024

With today’s travelers raising their expectations while being exposed to a seemingly unlimited number of hospitality solutions, it is critical that operators deliver experiences that reflect the lives of their customers. Guest experience differentiates your brand. What is Guest Experience?

Guest Experience 260

Guest Experience Hospitality Hotels Travel 260

SurveySparrow

MARCH 9, 2019

Having a solid brand name amongst customers is one of the biggest dreams of brands around the world and most businesses spend hundreds of thousands of dollars to be on the top of their customer’s minds. The kind of experience a customer has with your brand will be a huge reason for why they want to remain with you or not.

Brands 81

Brands Customer Experience Net Promoter Score NPS 81

BirdEye

MAY 3, 2023

The right marketing channel: Allows you to reach diverse audiences Is ideal for promoting specific products and services Increases brand visibility Boosts audience engagement Builds online communities with loyal patrons for your brand Every marketing channel has its core demographics; businesses may need more than one to reach their target audience.

Marketing 98

Marketing Social Media B2C Multi-Channel 98

SurveySparrow

AUGUST 14, 2023

But first, did you know that 73% of customers say that a positive customer experience is a key factor influencing their brand loyalty? Here are some compelling reasons why CX improvement should be a top priority: Customer Loyalty and Retention: Imagine customers coming back for more, sticking with your brand through thick and thin.

Customer Experience 52

Customer Experience Social Media Net Promoter Score Loyalty 52

Think Customers

JULY 29, 2022

Every time customers interact with a customer service representative, do a keyword search, click through a brand’s website, or engage other touchpoints, they’re giving hints about their interests and intentions. Customer intent is defined as the reason or purpose behind a customer’s actions or behavior towards a brand.

Apparel 59

Apparel Automotive Tourism Fashion 59

SurveySensum

MARCH 17, 2023

Although offline touchpoints continue to be critical in the car buying journey, online touchpoints are playing an increasingly influential role in shaping customer experiences and decisions. Suggested read: Why Customer Experience Is The Real Driver Of Brand Success? After all, that’s what every customer wants, right?

Automotive 52

Automotive Customer Experience 2023 Entertainment 52

Beyond Philosophy

JUNE 7, 2016

In the Merriam-Webster page defining lagniappe, here’s the description it received: “We picked up one excellent word, wrote Mark Twain in Life on the Mississippi (1883), “a word worth traveling to New Orleans to get; a nice limber, expressive, handy word -‘lagniappe’…. It is Spanish, so they said.” Be distinctive. and Metro Bank in the U.K.

Brands 74

Brands Customer Experience Banking Competitive Advantage 74

Eptica

OCTOBER 23, 2019

They face greater competition than ever before and need to innovate to successfully embrace digital technologies. The benefits are tangible – brands that transform customer experience see greater revenues, lower costs and more committed and productive employees. Published on: October 23, 2019. Overcoming this gap is vital.

Customer Centricity 50

Customer Centricity 2019 Touchpoint Customer Journey 50

Qualtrics

OCTOBER 11, 2021

As prospects, customers, and employees have more choices than ever before, many organizations are positioning experiences as a brand differentiator in an over-saturated marketplace. Airbnb: Airbnb used insights to bring unique travel experiences like cooking classes, escape rooms, and local trivia to the comfort of its customers’ homes.

Innovation 26

Innovation Demo Insights Travel 26

Chattermill

SEPTEMBER 11, 2019

Imagine if you clicked on to your favourite travel website you could book a stay, in a hotel in your preferred type of room. They fully buy into the view that the customer’s experience begins as soon as they come into contact with your brand. Todd Yellin, Netflix’s VP of Product Innovation. It begins with data collection.

Customer Experience 76

Customer Experience Touchpoint Entertainment 2016 76

CSM Magazine

JULY 13, 2022

Each one is a chance for you to nurture their interactions towards a sale, referred to as customer touchpoints. Optimizing your customer touchpoints can lead to stronger brand loyalty, more revenue, and improved sales. A customer touchpoint is any interaction a customer has with a business, from first learnings to repeat sales.

Touchpoint 69

Touchpoint Customer Journey Loyalty Programs Social Media 69

Thunderhead

JULY 15, 2019

We must pull insight from (1) all journeys , spanning (2) all touchpoints , and most critically, (3) all time. Covering the full breadth of customer channels and touchpoints (virtual and physical), the potential opened up by an Intent-Driven Journey approach is significant. Only by forging new targets across divisions (e.g.

Multi-Channel 65

Multi-Channel Touchpoint Customer Centricity Call Center 65

Currency Alliance

FEBRUARY 20, 2023

Such vendors had very fixed views on how customers should be engaged and rewarded – regardless of how much they knew about the brand’s business, their customer, or their industry. Brands no longer need to be held hostage by legacy rules engines.

Loyalty 52

Loyalty Loyalty Programs Social Media ROI 52

Currency Alliance

JUNE 11, 2019

Part of the solution is to take on some of the characteristics of a challenger bank – but that space is already crowded with lookalike competitors, and straying too far along this path may create branding problems for a venerable institution. Merchants across retail, travel, utilities, healthcare, etc. in 2017[vii].

Banking 40

Banking Loyalty Consumers Loyalty Programs 40

SurveySensum

SEPTEMBER 19, 2023

So yesterday my friend Jess was scrolling through a new travel booking app to book a hotel. Well, for starters the in-app survey should have popped up at the right touchpoint which is when Jess was done with her booking as this would have ensured that there was no disruption in her experience. What products, right?

Insights 52

Insights User Experience Customer Satisfaction Books 52

Qualtrics

APRIL 29, 2020

Brands around the world have found themselves having to ramp up their digital efforts seemingly overnight. Here’s how brands can ready themselves for long-term success online. If brands weren't focused on digital before, they are doubling down today in hopes of minimizing business disruption during this turbulent time.

Retail 36

Retail Contact Center Banking Download 36

Currency Alliance

DECEMBER 4, 2023

Loyalty trends, as we’ve said in our previous years’ trends articles, are interesting to think about – but they are not necessarily reflective of what your own brand should be focusing on in the next year. As ever, it’s worth emphasising that customers become loyal to a brand because of two things: value and/or experience.

2024 59

2024 Loyalty Marketing Loyalty Programs 59

Qualtrics

APRIL 22, 2020

People are changing the way they shop, how they can travel, where they eat, how they work, and how they stay in contact with loved ones. Across every industry, how you respond to the crisis and these seismic shifts in behavior will have a lasting impact on how your brand comes out the other side.

Hospitality 29

Hospitality Retail Rewards Programs ROI 29

COPC

AUGUST 10, 2016

This research, which targets the travel and hospitality industry, was conducted by COPC Inc. Brenstein will lead a wider group discussion about customer journey mapping, delivering on brand promise and improving the customer experience. Her session was called “The Customer Experience: Where Brand Promise and Operations Intersect.”

Events 40

Events Customer Journey Mapping Workshop Hotels 40

SurveySensum

AUGUST 24, 2023

And this will enable you to retain your customers and make them feel loyal to your brand. But this is a reality that many brands are unable to understand. 11 Brands That are Using Self-Service Options To Reduce Customer Effort In The Best Way Possible 1. So why not learn from them? Frustrating, right?

Brands 52

Brands Airlines Effort Score Banking 52

Wootric

FEBRUARY 14, 2019

Her She is a customer journey expert whose analysis of customer feedback at key touchpoints has led to product and service enhancements that have delighted customers. She was tapped to look after the customer experience as a whole as company growth accelerated. Angus Yang. Colin Shaw. Why we love Kia: She’s the Founder and CEO of K!

Workshop 67

Workshop Consulting Customer Experience Professionals Books 67

Smith+co CX

JANUARY 30, 2018

“The purposeful, intentional and consistent implementation of customer experience is the staple diet for market leading brands.”. We’ve had the privilege of working with a number of brands over the last two decades to advise them on their customer experience. They're our travel agent, our television, our teacher and our temptress.

2002 28

2002 2018 2017 2011 28

SurveySensum

MAY 2, 2024

Impact of Closed Loop on Customer Service: 10 Brand Examples 1. Brand Example: Airbnb implemented a proactive approach to customer service by reaching out to guests who encountered issues during their stays. Data-Driven Innovation Imagine a bustling coffee chain, Bean & Grind.

Customer Service 52

Customer Service Social Media Loyalty Feedback 52

Currency Alliance

DECEMBER 19, 2022

It has the potential to address a lot of business challenges, and enable many forms of elusive innovation in loyalty marketing. This article will cover the key opportunities for AI in loyalty – and more widely in the travel and retail sectors. AI is much talked about. As the saying goes, ‘garbage in, garbage out’.

Loyalty 52

Loyalty Marketing Airlines Loyalty Programs 52

CXApp

DECEMBER 12, 2017

It also influences the way in which we interact with one another, businesses and brands, and even the world at large. The ability to extract insights and turn them into actionable results is invaluable in today’s market, as are experiences across all touchpoints (digital or otherwise).

Technology 40

Technology 2024 2016 Innovation 40

CXApp

DECEMBER 12, 2017

It also influences the way in which we interact with one another, businesses and brands, and even the world at large. The ability to extract insights and turn them into actionable results is invaluable in today’s market, as are experiences across all touchpoints (digital or otherwise).

Technology 40

Technology 2024 2016 Innovation 40

Currency Alliance

FEBRUARY 26, 2021

The question, now, is how we organize and optimize our marketing efforts to deliver consistency in the brand message, build a loyal base of customers, and increase share of wallet. The next wave of challenges for brands will be related to embracing the marketplaces where customers now spend most of their time.

Loyalty 59

Loyalty Customer Engagement Engagement Airlines 59

Oracle

DECEMBER 14, 2020

The inaugural Visionary CX ISV Partner of the Year Award celebrates CX ISV partners that develop the most innovative application or technology to complement Oracle CX and transform the customer experience. Let’s look at how the five finalists and winner delivered innovative solutions to a wide variety of companies.

Innovation 52

Innovation Airlines Contact Center Omnichannel 52

Currency Alliance

DECEMBER 17, 2019

More customers will want to earn more loyalty currencies – which is potentially fantastic for all brands. That is precisely where effective loyalty marketing can give a brand better differentiation. incentivizing more touchpoints so that you can build emotional loyalty. Brands are already making these fundamental improvements.

Loyalty 64

Loyalty 2020 Loyalty Programs Travel 64

SuiteCX

FEBRUARY 13, 2015

6 Overall navigation patterns in travel remain complex, right up until the moment of purchase. 11 With such a large amount of information posted on social media sites it is highly likely that someone will be talking about your brand somewhere. ©2015 suitecx – Confidential Is it a clickstream?

2015 40

2015 Customer Experience Social Media Multi-Channel 40

Currency Alliance

NOVEMBER 16, 2021

Rewards that are interesting for less-frequent customers, as well as to frequent customers, motivate every customer to engage more, and increase the share of wallet that they allocate to your brand. Reward catalogs, and the redemptions included, generate this motivation via the merchandised and shoppable experience of a commerce environment.

Loyalty 52

Loyalty Loyalty Programs Touchpoint Hotels 52

Currency Alliance

NOVEMBER 16, 2021

Rewards that are interesting for less-frequent customers, as well as to frequent customers, motivate every customer to engage more, and increase the share of wallet that they allocate to your brand. Redemption catalogs, and the rewards included, generate this motivation via the merchandised and shoppable experience of a commerce environment.

Loyalty 52

Loyalty Loyalty Programs Touchpoint Hotels 52

SmartKarrot

JULY 6, 2022

It’s crucial to consider your organization’s travel requirements for the workforce. Additionally, travel expenses were virtually eliminated from budgets due to the pandemic. It will also fuel innovation and ensure that your team can build and sustain excellent customer relationships across the product journey.

Chief Customer Officer 10

Chief Customer Officer Roadmap Customer Success Travel 10

West Monroe

SEPTEMBER 26, 2022

When the near-term economic future is unclear, that’s when you dial back innovation and focus instead on efficiency and cost takeout. Digital technologies and ways of working help you cut out inefficiencies and wasted time in the sales and innovation processes—which trims costs. The operative word there? “Traditional.”

Travel 52

Travel Innovation Sales Touchpoint 52

Currency Alliance

FEBRUARY 26, 2019

We believe these trends will occupy most brands’ efforts during 2019. Many bells and whistles added in recent years are actually a distraction for customers – yet many cheerleaders in the industry blindly call it innovation. Emotional loyalty: add incentives along many touchpoints in customer journeys.

Loyalty 45

Loyalty 2019 Loyalty Programs Hotels 45

Currency Alliance

NOVEMBER 14, 2019

The overarching loyalty trend of 2020 will continue to be brands getting to grips with digital transformation. Loyalty marketing, however, has been restrained (or, arguably, sheltered) by monolithic tech, and probably a lack of interest, as other, sexier marketing innovations stole center-stage. Some stars are sticks.

Loyalty 40

Loyalty 2020 Hotels Loyalty Programs 40

Currency Alliance

MARCH 30, 2022

The ability to innovate with scant resources – and constantly leaning on others for help. The ability to bring together complementary fields of experience to create profitable solutions based on innovative business models and modern technology. Innovating with scant resources. Loyalty marketers have to network in two circles.

Loyalty 52

Loyalty Loyalty Programs Airlines Hotels 52