Experience Investigators by 360Connext

APRIL 23, 2015

If you travel a bit, as I do, this app can be a lifesaver. 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. Vocal customers offer valuable ideas. and the not so good. Think about it.

Social Media 218

Social Media Travel Rewards Programs Innovation 218

Experience Investigators by 360Connext

JANUARY 21, 2015

Here are some ideas to guide your thinking when considering the actual end-to-end experience for your customers. WHAT does your customer really want to do? In the case of airlines, yes, they want to travel to a certain destination. HOW does your customer come to this conclusion? WHO is your customer?

Customer Journey 283

Customer Journey Customer Journey Mapping Airlines Magazine 283

ShepHyken

AUGUST 1, 2023

One of the regular assignments for their employees is to share examples of how they created a Moment of Magic® for a customer or colleague. Here is a great example of the power of this exercise and impress your customers. The client is a travel company and had a VIP client that had worked with them for more than 20 years.

Hotels 117

Hotels Travel Workshop Reference 117

Tricia Morris

JANUARY 29, 2016

This evolution, from corporate to customer control of relationships, is known as customer engagement – and without it, your business will become vulnerable to competitors, disruptors, and yes, even those pesky Creepers. So what can Minecraft teach us about customer engagement? You never win. And it is breathtaking.

Customer Engagement 71

Customer Engagement Engagement Travel Advertising 71

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

CSM Magazine

SEPTEMBER 12, 2023

Zenarate serves a growing global customer base within the financial services, insurance, healthcare, telecommunications, technology, retail, and travel industries. Agents are often the only human connection brands have with their customers and prospects. The company recorded 153% year-over-year enterprise client growth.

Telecommunications 59

Telecommunications Marketing Contact Center Insurance 59

CloudCherry

MARCH 19, 2019

“Firms will continue to regard CX as a collection of continuous improvement projects until they see an irrefutable, directly attributable connection to returns.” – Forrester, Hardwire Customer Experience 2018. Connecting these numbers to CX improvements is the tough part. Don’t forget to pull out your customer journey map!

Financial 218

Financial Metrics Customer Journey Mapping NPS 218

Bold360

AUGUST 3, 2020

” That buys the customer support team member the time to get your supervisor, and it takes the pressure off. Another big benefit was for customers who travel abroad. To hear this episode and many more like it, you can subscribe to CXNext: Live here by connecting with us on LinkedIn.

Customer Engagement 52

Customer Engagement Banking Engagement Technology 52

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

Experience Investigators by 360Connext

JULY 13, 2015

Customer journeys are often represented in the same way. We put the many prospects in the top, they travel willingly and orderly through the funnel, and POP! They exit into a converting customer. But customer experience travels on, past the prospecting and sales phase and well into the relationship with the customer.

Customer Journey 259

Customer Journey Customer Journey Mapping Social Media Travel 259

Experience Investigators by 360Connext

DECEMBER 15, 2014

Flyers who pay full-fare and travel several times per week are invited to enjoy special perks such as chauffeured rides to the airport and private check-ins. Such perks are out of reach for most of us, so we look longingly on at the way the special passengers travel. The 99% of your customer base is made up of the 1% of your future.

Loyalty Programs 268

Loyalty Programs Airlines Social Media Loyalty 268

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

TechSee

JUNE 16, 2022

Jim has been instrumental in setting up services for the customers needing quick and apt solutions for their daily customer experience needs. His YouTube channel is a fantastic source of inspiration about customer experience and customer centricity in a digital world. Follow on LinkedIn. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

ShepHyken

JUNE 20, 2023

A Puerto Rican family traveling from the United States to Puerto Rico was denied boarding a plane because their infant child did not have a U.S. The family eventually walked over to the JetBlue ticket counter, where they were told what they already knew: passports are not required to travel between the U.S. mainland and U.S.

Customer Service 67

Customer Service Customer Service Training Travel Entertainment 67

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

PeopleMetrics

NOVEMBER 4, 2014

Two of Philadelphia’s own beer gurus, Jimmy and Barry, run this shop and use the homebrew threads in an online guerilla battle for customer engagement. These two beer masters score very highly on what we consider the four most important metrics for customer engagement. Advocacy: Enable Your Customer Base to Sell For You.

Customer Engagement 54

Customer Engagement Engagement Social Media Customer Centricity 54

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. Episode Overview.

Chief Customer Officer 0

Chief Customer Officer Hospitality Travel Hotels 0

Beyond Philosophy

FEBRUARY 27, 2017

And frequent travelers will be able to put their elite membership status on hold rather than lose it when they take a break from travel. Frequent travelers told us they want more flexibility while less frequent travelers want to be able to use their Points in more ways and more quickly.”. Start by engaging the employees.

Rewards Programs 133

Rewards Programs Hotels Travel Chief Customer Officer 133

Inbenta

AUGUST 11, 2022

Commenting on Inbenta’s inclusion in the report, Jordi Torras, CEO of Inbenta, said: “A company’s success is largely based on its ability to connect with customers and employees. In a fully digital world, human and emotional connections have become essential to growing customer bases and increasing brand loyalty.

2011 64

2011 2022 Travel Loyalty 64

Experience Investigators by 360Connext

MARCH 12, 2015

My hope this year, as I travel with my partner-in-chaos Lisa Diomede , is to find the glimmers of what’s next for customer experience. Here are a few ideas already seeming popular and interesting: Virtual reality in functional ways – how can we entice and empower customers with this technology? I plan to attend some.

2015 215

2015 Customer Experience Fashion Social Media 215

SurveySensum

SEPTEMBER 21, 2023

Note: A higher CRR typically indicates customer loyalty , trust, and a strong value proposition, while a lower one suggests potential churn and the need for enhanced customer engagement and service quality. This commitment to improvement keeps customers engaged and satisfied.

Customer Retention 52

Customer Retention 2023 Loyalty Programs Travel 52

Oracle

MARCH 30, 2020

Many brands are incorporating storytelling into their customer experience as a way to reach consumers in creative and compelling ways, and boost customer engagement. Exceptional Brand Storytelling #4: Human connection. ” Saurabh Jindal, Talk Travel. ” Fabian Geyrhalter, Principal, FINIEN.

Brands 99

Brands Social Media Travel Sports 99

Velaro

JULY 22, 2015

Customer engagement is being transformed by social media “buy” buttons and ecommerce live chat. Ecommerce live chat is great for customer engagement with site visitors who have a question or need some other assistance– but what about customers who just want to make a purchase and move on?

Customer Engagement 40

Customer Engagement Engagement Social Media 2013 40

SurveySensum

JULY 27, 2023

That’s also the power of understanding customer feedback and data. According to Salesforce’s third edition of the State of the Connected Consumer Report , 64% of customers expect tailored experiences based on their preferences. Gain Customer Feedback On Your Pricings & Offers with SurveySensum 4.

Retail 52

Retail Feedback Travel Loyalty Programs 52

CSM Magazine

JUNE 2, 2021

Tom is one of the loyalty industry’s most respected experts, with over 15 years’ experience in analytics and customer engagement roles at the likes of IRI, Aimia, Reward Insight and Collinson.

Loyalty 52

Loyalty White Paper Travel Fashion 52

Experience Investigators by 360Connext

MARCH 16, 2015

While delighted to help create a better living experience through improving the customer experience with 360Connext, Jon also enjoys cooking, decorating, squishing his toes in the mud, and connecting with his creative side in any way he can. Events for Customer Experience Excellence appeared first on Customer Experience Consulting.

Events 223

Events Customer Experience Webinar Telecommunications 223

SurveySensum

JANUARY 18, 2024

For instance, sending a personalized greeting, such as below, can foster a sense of acknowledgment and connection. “Welcome back, [Customer Name]! ” Additionally, sending purchase thank-you messages with relevant product recommendations showcases a deep understanding of customer preferences. Safe travels!”

Marketing 52

Marketing Fashion Demo Customer Journey 52

Maru Group

FEBRUARY 7, 2022

As early as 2012, fintechs provided a viable alternative to traditional financial institutions for purchases ranging from home appliances to travel packages. However, it is the seamless customer experience that keeps customers engaged long-term, shifting transactions from traditional credit card providers to BNPL ecosystems.

2001 89

2001 2021 Financial 2022 89

Experience Investigators by 360Connext

JUNE 15, 2015

They were, for all purposes, a traveler’s cheques company. 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.

2015 217

2015 Leadership Innovation 2014 217

CSM Magazine

JULY 10, 2023

As the sun set on London’s iconic River Thames, attendees of our ‘Disrupt on the River’ event found themselves not just on a boat, but at the helm of the future of customer engagement. Mike Odekerken emphasised this, saying: “Twilio and Sabio are in this together. Our mutual goal?

Innovation 52

Innovation Events Travel Technology 52

Experience Investigators by 360Connext

NOVEMBER 17, 2020

Employees wrote and tied hand-written thank you notes to baggage that travelers collected after their flight. Simple, but a really nice way to connect with customers in an unexpected way. While it’s great to send personal notes, of course, it’s possible to get creative. I love this example from Southwest Airlines.

Airlines 372

Airlines 2020 Social Media Hotels 372

Gainsight

MAY 4, 2023

We get professionals together to connect people without the need to travel – it’s a great way to start your community” he says. It’s also an efficient, low-cost method to connect people across the world, no matter where they’re located. That’s community-building from Day 0.

B2C 52

B2C Roadmap Books Travel 52

Experience Investigators by 360Connext

SEPTEMBER 24, 2014

I’ve taken advantage of this perk when traveling , most recently in New York City. 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience. One of the nice perks of being on a certain level with American Express is gaining access to Regus business lounges throughout the world.

Customer Journey Mapping 282

Customer Journey Mapping Customer Journey Social Media Consulting 282

Beyond Philosophy

MARCH 5, 2015

We can all learn a little about Customer centricity when we look at these examples from three major carriers in the US. Frequent travelers have all been there…sitting on the runway, hungry, thirsty, and needing to go to the lavatory but strapped in their seat, sometimes for hours. View our books on Customer Experience here.

Airlines 132

Airlines Net Promoter Score Transportation CEM 132

ShepHyken

DECEMBER 20, 2016

Scott Friedman Discusses the Power of Surprise in Creating Customer Engagement. Would you like to learn how your organization can stand out, create customer experiences and use celebration as a strategic tool? Play – How to put your employees and customers in a state of flow. ” – Scott Friedman.

Travel 91

Travel Books Innovation Customer Engagement 91

Avaya

DECEMBER 18, 2018

The commander didn’t want to spoil the holiday for callers expecting to reach Santa, so he had his staff provide updates on Santa’s travels. Avaya’s industry-leading contact center solutions handle millions of customer calls, web chats, and texts around the world each day, serving the largest banks, health systems and airlines.

Contact Center 80

Contact Center Travel Government Airlines 80

Optimove

AUGUST 15, 2023

The following examples illustrate how QR codes can be used creatively and strategically in marketing campaigns to enhance customer engagement, drive conversions, and create memorable experiences that drive lasting loyalty … In-Store Displays : Elevate the in-store shopping experience with QR codes strategically placed on displays.

Brands 52

Brands Marketing 2025 Events 52