Experience Investigators by 360Connext

MARCH 26, 2015

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. No more broken treadmills! How lovely.

Travel 282

Travel Hotels Guest Experience Airlines 282

Experience Investigators by 360Connext

NOVEMBER 12, 2014

In the rush to amaze and delight, a la Zappos , organizations often overlook ways to truly provide experiences meaningful to that customer. 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. A great experience, but for whom?

Brands 259

Brands Hotels Consulting Workshop 259

Avaya

FEBRUARY 7, 2017

So, how can hotels stay ahead? Here are five ways hospitality leaders and/or IT decision makers can begin building a successful digital strategy: Extend customer communications beyond the call center: Customer relationships are shaped across every business unit at every touch point, so why quarantine communications within the call center?

Hotels 55

Hotels Guest Experience Hospitality Travel 55

CSM Magazine

JUNE 27, 2023

As a ‘Groundbreaker Sponsor’ at the event, Sabio, the digital customer experience (CX) transformation specialist, and makepositive will demonstrate their commitment to innovation in the world of customer engagement and the revolutionary opportunities that come with it.

Consulting 52

Consulting 2023 Multi-Channel Events 52

ShepHyken

MARCH 10, 2024

If I had to sum these up in one word, I would say these fall under the category of “friendly,” which, according to our customer service and CX research , is a top reason customers will say, “I’ll be back!” Is Customer Empowerment the New Customer Engagement? Connect with Shep on LinkedIn.

Article 80

Article 2024 Customer Service Airlines 80

Experience Investigators by 360Connext

JANUARY 12, 2015

As an example, I stayed at a hotel monthly in Birmingham, Alabama, for a while. Realizing I never rented a car because the client was across the street, the hotel front desk person offered to pick me up from the airport each month so I wouldn’t have to take a cab. Instead of greeting a frequent shopper with a “You again?”

Loyalty 291

Loyalty Hotels Hospitality Loyalty Programs 291

Customer Alignment

AUGUST 6, 2017

Delegating companies often seem to want it both ways – let the partner have responsibility for delivering an important part of the customer experience; chastise them even if the customer pain point wasn’t of their doing and punish them for not hitting customer experience or satisfaction scores that they have been given.

Hotels 40

Hotels Connections Customer Experience Travel 40

Beyond Philosophy

FEBRUARY 27, 2017

Hotel giant Hilton recently dropped the H from its rewards program , replacing the linguistically puzzling Hilton HHonors with an easier to pronounce version, Hilton Honors. The new rewards program will be the first in the industry to allow members to combine points and money for a hotel visit. Start by engaging the employees.

Rewards Programs 133

Rewards Programs Hotels Travel Chief Customer Officer 133

Experience Investigators by 360Connext

APRIL 7, 2015

We flew from Chicago’s O’Hare airport at the end of March with a connecting flight in Dallas and made it Puerto Vallerta without a problem. Since everything on our end was the same, including flight numbers, we assumed the airline had determined this was a comfortable amount of time to make the connection.

Airlines 307

Airlines Customer Experience Travel Books 307

Experience Investigators by 360Connext

APRIL 23, 2015

It organizes all your travel information in one place, so when I land in a strange airport, I can check the app on my phone to remember which hotel I booked and not rely on my memory. 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience.

Social Media 218

Social Media Travel Rewards Programs Innovation 218

SuiteCX

MAY 25, 2016

This is the very beginning of the effort to engage with customers and create an emotional connection. They expect a connected experience across devices. Amazon is a classic example of collecting and using personal information to improve customer engagement. Do not collect data for data’s sake.

Customer Engagement 40

Customer Engagement Engagement Customer Journey Mapping Travel 40

ReviewTrackers

JUNE 27, 2019

Entitled “Hotel Performance Impact of Socially Engaging with Consumers” and authored by Chris Anderson and Saram Han of the Cornell University School of Hotel Administration, the study analyzed review data on TripAdvisor and examined the effects of reviews and review responses on reputation and revenue.

Management 85

Management Hospitality Hotels Net Promoter Score 85

Hallmark Business Connections

NOVEMBER 16, 2020

With just a few tweaks of your customer experience processes, you can make a difference in people’s lives while simultaneously building brand reputation and loyalty. It all starts with equipping your employees with customer engagement tool kits. How to Make Customer Engagement Tool Kits That Work.

2021 62

2021 Customer Experience Banking Hotels 62

Experience Investigators by 360Connext

NOVEMBER 17, 2020

Simple, but a really nice way to connect with customers in an unexpected way. Customers flying through Sacramento might have seen a handwritten thank you note attached to their luggage when they arrived at their destination last month. Hotel brands sometimes thank customers for their 10th or 100th stay.

Airlines 372

Airlines 2020 Social Media Hotels 372

Customer Bliss

OCTOBER 11, 2016

Mark Weinstein is the Senior Vice President of Customer Engagement, Loyalty and Partnerships for Hilton Worldwide. Like many customer experience executives, he searched for a career path that matched his skills and passion for helping customers comprehensively across the business. Go to the hotels.

Chief Customer Officer 0

Chief Customer Officer Hospitality Travel Hotels 0

Experience Investigators by 360Connext

SEPTEMBER 11, 2014

Sometimes it’s something small – like the fleeting thought of being a loyal customer and never hearing “thanks” – and sometimes it’s big, like spending the better part of the morning on the phone disputing a hotel charge for 2 rooms when I was only occupying one of them.

Hotels 231

Hotels Social Media Innovation Consulting 231

Bold360

FEBRUARY 19, 2020

This year, we’ll be reimagining customer engagement start to finish, from first touch through resolution. By rethinking every area of customer engagement, you just might find new ways to differentiate your business. CXNext 2020: Engagement Redefined. Boston Marriott Long Wharf Hotel, Boston, MA.

2020 52

2020 Engagement Hotels Events 52

Lithium

DECEMBER 28, 2020

Khoros Engage will bring together digital customer engagement professionals for three days of networking, keynotes, workshops, and, expanded due to popular demand — product training sessions. Make connections. Khoros customers and employees live all over the world — from San Francisco to NYC to London to Bangalore.

Engagement 52

Engagement Workshop Social Media Events 52

Qualtrics

FEBRUARY 16, 2021

In the case of a hotel for example, guests are involved from the booking stage, right through to check out, before (hopefully) re-booking for next time. Other businesses have adopted these solutions to help keep their offering competitive and focused on their customers: Investing in mobile app technology for contactless customer engagement.

Guest Experience 49

Guest Experience 2021 Hotels Hospitality 49

ENGAGE.cx

OCTOBER 13, 2016

It starts with you jumping online to check out the availability with your favorite hotel company at your targeted destination. The staff greets you by name, assures you your corner room is ready, and offers to make you VIP reservations at the hotel restaurant, complete with two complimentary drink vouchers. Sound too good to be true?

Engagement 40

Engagement Guest Experience Hotels Hospitality 40

Experience Investigators by 360Connext

FEBRUARY 12, 2015

I plug in my flight, hotel and other trip information, and TripIt helps me by sending me reminders and alerting me to issues. 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience. Off the top of my head, here are just a few SaaS products I use on a regular basis.

Customer Journey Mapping 230

Customer Journey Mapping Workshop Customer Journey Consulting 230

Experience Investigators by 360Connext

NOVEMBER 22, 2022

Simple, but a really nice way to connect with customers in an unexpected way. Customers flying through Sacramento might have seen a handwritten thank you note attached to their luggage when they arrived at their destination last month. Hotel brands sometimes thank customers for their 10th or 100th stay.

Airlines 143

Airlines 2020 Social Media Hotels 143

Think Customers

JULY 20, 2020

Hotels: Hampton by Hilton (77.5) Hotels and multichannel banks also had several brands move into the ‘Good’ category some of which were: Courtyard by Marriott, Holiday Inn Express, Chase, and U.S. Emotional connections remain essential. Feelings of happiness and value connect customers to a brand.

2020 52

2020 Banking Airlines Hotels 52

Michelli Experience

AUGUST 17, 2016

The experiences on which I’ve come to concluded the importance of “interpersonal engagement” stems from my work with and the books I have written about companies like the Pike Place Fish Market, Zappos, The Ritz-Carlton Hotel Company, Starbucks, and UCLA Health Systems. 2) Customer Engagement Drives Loyalty and Advocacy.

Hotels 60

Hotels Books Loyalty Customer Engagement 60

Currency Alliance

MARCH 28, 2023

This is to increase participation among those less frequent customers who are never going to get to a free flight, hotel stay, or iPad. Over time, loyalty currencies became more liquid, as brands in more categories sought to engage more customers with increasingly more creative promotions.

Loyalty Programs 52

Loyalty Programs Loyalty Hotels Airlines 52

Avaya

MARCH 13, 2017

How can hotels competitively differentiate their front offices? They must transform traditional client-facing processes—welcoming guests, carrying luggage, front desk registration—with technology that is open, agile, and integrated enough to support the future of the customer experience.

Hospitality 56

Hospitality Innovation Hotels Guest Experience 56

Lithium

AUGUST 28, 2019

Khoros Engage will bring together digital customer engagement professionals for three days of networking, keynotes, workshops, and, expanded due to popular demand — product training sessions. Make connections. Khoros customers and employees live all over the world — from San Francisco to NYC to London to Bangalore.

Engagement 40

Engagement Workshop Social Media Events 40

Lithium

AUGUST 28, 2019

Khoros Engage will bring together digital customer engagement professionals for three days of networking, keynotes, workshops, and, expanded due to popular demand — product training sessions. Make connections. Khoros customers and employees live all over the world — from San Francisco to NYC to London to Bangalore.

Engagement 40

Engagement Workshop Social Media Events 40

Lithium

JULY 10, 2019

Khoros Engage will bring together digital customer engagement professionals for three days of networking, keynotes, workshops, and, expanded due to popular demand — product training sessions. Make connections. Khoros customers and employees live all over the world — from San Francisco to NYC to London to Bangalore.

Engagement 40

Engagement Workshop Social Media Events 40

PeopleMetrics

JUNE 12, 2015

In customer experience management, we use transactional surveys to guide actions for customer centricity. So for example, after you stay at a hotel, you might take a survey about your stay. Such exchanges are typically what prospective clients seek from customer experience software like ours.

Customer Centricity 115

Customer Centricity Hotels Competitive Advantage Customers 115

CSM Magazine

NOVEMBER 5, 2021

Most people with mobile devices are likely to have SMS capabilities than they have an internet connection. Great mobile experiences improve customer loyalty. Mobile marketing isn’t just about advertising products and services—it can also be used to improve communications with your current customers.

Marketing 52

Marketing Social Media B2B Telecommunications 52

Eptica

NOVEMBER 18, 2016

Companies therefore need go beyond simply meeting the needs of their customers by getting closer to them and providing a personalized, memorable experience. As part of the panel discussion customer engagement expert Martin Hill-Wilson will talk about what disruption means and its real-world implications.

Customer Experience 71

Customer Experience 2016 Innovation Hotels 71

Martin Hill-Wilson

OCTOBER 6, 2015

I’ve just had the pleasure of chairing a customer engagement conference. Both spoke eloquently about the use of emotion in customer experience design. Atom wants enough of that predictive insight to feel telepathic to its customers. Hotels are well advanced in their use of scents to influence our mood.

Hotels 63

Hotels 2012 Banking Insurance 63

BirdEye

DECEMBER 8, 2022

About: Social networking sites are designed to connect people in a shared online space. Social networking sites also encourage people to engage and communicate with the brands and businesses they know and love. About: Social media apps that let users interact and collaborate with other creators tend to be much more engaging.

Social Media 98

Social Media Brands Entertainment Connections 98

Currency Alliance

OCTOBER 12, 2021

The best-known loyalty programs are made up of many partnerships – such as United Airlines and Hilton Hotels, or Emirates and Marriott. The majority of existing partnerships at big loyalty programs are brokered with one goal in mind: creating more value for the most frequent customers.

Loyalty 59

Loyalty Loyalty Programs Airlines Travel 59

CSM Magazine

AUGUST 27, 2020

But it is not always enough to know how to get people to buy things if you aren’t good at relating to your customers. People who work in sales will often complete a course in customer engagement like this one here to help them to hone their customer service skills.

Customer Service 52

Customer Service Hospitality Events Hotels 52

Beyond Philosophy

MARCH 5, 2015

There is packing, getting to the airport, taking care of all the details at work and home while you are gone, parking, confirming your hotel, and so on…I’m exhausted just typing the list. JetBlue recognizes that checking in is just one more task to add to a long list for their Customers. View our books on Customer Experience here.

Airlines 132

Airlines Net Promoter Score Transportation CEM 132