PeopleMetrics

JULY 17, 2018

As noted previously, the term VoC is frequently used to describe the measurement of the customer experience; so is the term customer experience management (CEM). A consulting firm mentioned in the introduction, Forrester , coined a third term: customer feedback management (CFM).

Measurement 210

Measurement CEM Telecommunications 2001 210

CX Journey

SEPTEMBER 16, 2014

Background image courtesy of Unsplash Which should you focus on: reputation management or customer experience management? companies have a myriad of options for listening to customers online and uncovering when and where good and bad experiences are taking place. What''s the point of this post?

Customer Experience Management 65

Customer Experience Management Management CEM Customer Experience 65

InMoment XI

JANUARY 17, 2024

What is Guest Experience? 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. Guest experiences impact reputation.

Guest Experience 260

Guest Experience Hospitality Hotels Travel 260

Beyond Philosophy

OCTOBER 8, 2014

Many hotels and resorts don’t accept cash for rooms any longer. Follow Colin Shaw on Twitter @ColinShaw_CX The post eBay & PayPal’s Split is Good for Customers appeared first on Beyond Philosophy | Customer Experience Consultancy | CEM Consultants. Even parking meters have gone cashless in many places.

Net Promoter Score 110

Net Promoter Score Customer Centricity Social Media CEM 110

Clarabridge

MAY 2, 2017

More than 350 of the top CX professionals and inspirational thought-leaders from around the world have gathered at the iconic Fontainebleau Hotel to discuss the latest industry trends shaping Customer Experience Management (CEM) and Social Customer Service.

2017 40

2017 Insurance CEM Touchpoint 40

Beyond Philosophy

JUNE 1, 2015

These programs produce positive sales increases for hotels, for example, but negative sales impact on car rental, airlines and food retail. The example cited is Starwood Hotels and Resorts where, through its Starwood Preferred Guest (SPG) program, there is a focus on personal leisure travel rewards for high-spending frequent guests.

Loyalty Programs 84

Loyalty Programs Loyalty Airlines Hotels 84

PeopleMetrics

MARCH 1, 2018

Touchpoints are simply ways that you interact with customers. If you’re in the hospitality business, a touchpoint could be your website as customers book their stay, the front desk as they check in, the hotel, the spa, the check out point, etc. This is not good. How does this tie back to predicting revenue? Final thought.

Measurement 97

Measurement CEM 2001 Touchpoint 97