NetBase

AUGUST 5, 2020

The global travel industry is testing the waters very carefully as it plans ahead for crisis recovery. And monitoring consumer behaviors and emerging trends will show them when and where to start promoting destination travel again. How the industry is preparing to move forward and tackle consumer concerns.

Travel 98

Travel Social Media Hotels Airlines 98

InMoment XI

NOVEMBER 16, 2023

The workshop gathered professionals from diverse sectors such as retail, travel, services, grocery, and healthcare. Macro-Environmental Insights The workshop started by contextualising businesses within macro-economic and social environments, considering factors like inflation, evolving consumer behaviours, and societal habits.

Workshop 596

Workshop 2023 Healthcare Travel 596

Forrester's Customer Insights

JUNE 30, 2021

Our data over the course of 2020 revealed the internal consumer tension between desire and fear. On the one hand, consumers expressed an ongoing appetite for adventure and variety of experience. On the other, closed borders, stay-at-home mandates, and pervasive consumer fears brought the travel industry to a grinding halt.

Travel 56

Travel Consumers 2020 Customer Insights 56

Conversocial

AUGUST 17, 2021

Whether it was people going on holiday, travelling for business or just commuting to the office, the number of journeys being made across the global transport industry has dramatically dropped since March 2020. It’s going to be months, probably years, before it returns to pre-pandemic levels. If it ever does.

Travel 52

Travel Transportation Airlines Consumers 52

Interactions

MAY 20, 2021

With travel restrictions decreasing and consumers feeling more comfortable leaving their homes, this summer will see a rebound in traffic after a year-long hibernation. According to new research by Zapwater Communications , 65% of Americans are looking forward to traveling again, both internationally and domestically.

Hospitality 62

Hospitality Travel Brands Average Handle Time 62

Experience Investigators by 360Connext

DECEMBER 17, 2014

Mike Wittenstein is an experience, service, and business designer based in Atlanta who travels the world sharing ideas and programs that ignite others’ thinking, encourage experimentation, and transform business results. Which ones did you spot? Good job Ebay ! You’ve got chutzpah, Rebecca Minkoff!

Innovation 275

Innovation Connections Consumers Sports 275

Oracle

MARCH 18, 2021

Among the hardest hit of all pandemic-affected economies, the travel industry continues to endure unimaginable financial losses. billion individuals to travel abroad. Travel loyalty reimagined. Travel loyalty programs matter to consumers, and so do their responses to the pandemic. Let’s face it.

Loyalty Programs 62

Loyalty Programs Travel Loyalty Airlines 62

NetBase

JUNE 11, 2020

Travel will look very different in the coming months and Easyjet is taking a proactive approach to getting out ahead of these changes. They seek to accommodate even the youngest of travelers by offering comic book inspired face coverings to make wearing masks a little less intimidating. The New Face of Travel. Let’s take a look!

Travel 60

Travel Airlines Consumers Hotels 60

eGain Blogs

JUNE 24, 2022

These are not subjective awards—they are based on quantitative data gathered from tens of thousands of consumers on the customer service experiences of leading brands. 1 rank in Services: Transportation and travel – Low-cost airlines. #1 The post US Consumers Rate eGain Clients at the Very Top in CX, Yet Again!

Consumers 87

Consumers Airlines Magazine Transportation 87

Optimove

MARCH 30, 2023

To find out, we did what we always do in these situations: fielded a consumer survey. You know, like we did on  consumer trust ,  marketing fatigue ,  holiday shopping , and more. Let’s start with the bottom line: Most consumers, at 78%, plan to spend the same or less for summer items compared to 2022, and only 22% plan to spend more.

Consumers 52

Consumers Omnichannel 2022 Retail 52

NetBase

MAY 23, 2019

How does social listening impact customer care in one of the most experiential categories – i.e., Travel & Hospitality? The longer consumers must wait for an answer – particularly when things are going wrong, but not only then – the more likely they will find another brand to do business with in the future. Here are some ways!

Travel 56

Travel Customer Care Information Hotels 56

CSM Magazine

NOVEMBER 1, 2022

Zenarate , the leading Simulation Training solution, today announced the release of the Consumer Edition of the 2022 CX Leaders Trends & Insights report. Zenarate partnered with Execs In The Know to gather current consumer preferences and perceptions related to customer service and customer experience channels.

2022 52

2022 Consumers Insights Telecommunications 52

Maru Group

APRIL 22, 2021

By Vik Sood, Senior Vice President, & Patrick Tillman, Senior Research Manager, Consumer Goods and Services | April 22, 2021. Continuing with our 3-part series on HENRYs, those High Earners who are Not Rich Yet, we discuss a topic that appears close to the hearts of this group – Travel.

Travel 52

Travel Hotels Financial Loyalty Programs 52

QuestionPro Audience

MAY 18, 2018

But as a generation that is on the cusp of surpassing baby boomers as the nation’s largest living adult generation , it’s important for brands to take notice of the trends they’re setting as consumers. Younger business travelers are on the rise, with the frequent travelers now more likely to be under the age of 45.

Travel 74

Travel Airlines Transportation Hotels 74

CSM Magazine

MARCH 14, 2022

Chatbots and Intelligent Virtual Assistants are on the customer engagement frontlines, interacting with consumers every day. consumers of 18 to 65 years of age. Our survey results reveal that consumers just aren’t sold on chatbot efficacy, and many find chatbot experiences flat-out frustrating.

Consumers 98

Consumers Healthcare Travel Download 98

Currency Alliance

JUNE 1, 2020

This isn’t just a casual observation, but a sign of a widespread consumer trend which every loyalty marketer should be thinking about. Consumers are becoming a lot more deliberate in their pursuit of pleasure – but also a lot more deliberate in other spending categories. Non-travel brands should consider something similar.

Loyalty 72

Loyalty Consumers Marketing Loyalty Programs 72

Up Your Service

MAY 3, 2017

This post makes the same point, but for the travel and hospitality – one of the most traditional “service” industries on the planet. Read on… Customer loyalty is a powerful marketing force that travel and hospitality businesses are always chasing. If you travel with kids often, they might put some toys in the room.

Hospitality 74

Hospitality Travel Brands Airlines 74

Eptica

APRIL 18, 2018

Date: Wednesday, April 18, 2018 How good is the digital customer experience from travel brands? So, how are UK travel companies doing in terms of online customer experience? Email performance was particularly poor with only two successful answers received by travel brands - and one those took over 7 days.

Travel 49

Travel Brands Airlines Customer Experience 49

COPC

NOVEMBER 16, 2016

TRAVEL CUSTOMERS HAVE THEIR SAY IN THESE KEY AREAS: CUSTOMER CARE EXPERIENCE, PURCHASE EXPERIENCE AND CUSTOMER LOYALTY. Full Travel & Hospitality Report Now Available! In this inaugural edition, travel & hospitality is the first industry in the spotlight. BUSINESS TRAVELERS: THEY TRAVEL MORE AND THEY EXPECT MORE.

Hospitality 40

Hospitality Travel 2016 Webinar 40

Eptica

JUNE 8, 2016

The state of UK travel customer experience. Author: James Gladwish The internet has transformed the way we buy our holidays and flights, with the majority of people now booking all or part of their travel online. The one glimmer of hope came from the performance of travel companies on the web. Published on: June 08, 2016.

Travel 49

Travel Airlines Customer Experience Social Media 49

ShepHyken

MARCH 4, 2024

Consumers Show Higher Brand Loyalty Than Global Average But Demand More In Return by Marigold (Adweek) Fast on the heels of its recently published global report, relationship marketing pioneer Marigold has filtered the results from that groundbreaking survey now with a dedicated focus on U.S. You’ll have to read the article to find out more.

2024 59

2024 E Commerce Article Customer Service 59

Kitewheel

MARCH 4, 2019

Travel and hospitality companies have a difficult job. But even these leading travel brands can do better. Power reported higher consumer satisfaction than ever – largely due to increased seat sizes and cheaper fares. There is huge market pressure to make great deals. Personalize Based On Past Behavior to Drive Loyalty.

Travel 40

Travel Hospitality Customer Journey Airlines 40

NetBase

JUNE 1, 2020

SMWONE was an entirely online event this year and NetBase Quid was an eager participant in a good number of panels, sharing consumer and market intelligence insight. How some of the world’s largest travel brands are using social listening to help identify content strategy and program initiatives.

Consumers 64

Consumers Marketing Social Media Events 64

InMoment XI

MARCH 31, 2020

The Results Are In The UK Consumer Study produced by Bain & Company in partnership with MaritzCX is the first comprehensive annual survey of major UK industries and sub-industries, including Automotive, Travel, Logistics, Utilities, Technology and Media. The data identifies the brands that UK customers consider to.

Consumers 295

Consumers Automotive NPS Travel 295

Alida

OCTOBER 18, 2016

By 2020, Generation Z will account for 40 percent of all consumers in the U.S. Comfort-seeking travelers. Beachy vacations’ top the wish list of #GenerationZ travelers ( TWEET THIS INSIGHT ). 86 percent of #GenerationZ travelers prefer to stay in hotels ( TWEET THIS STAT ). alone, there are 65 million of them.

Travel 279

Travel 2010 Fashion Hotels 279

COPC

DECEMBER 1, 2016

Learn about the Customer Experience in Travel and Hospitality. and Execs In The Know have teamed up to produce CXMB Industry Insights, a new line of industry-focused consumer research reports. You also can download the complete survey findings of the CXMB Industry Insights: Travel & Hospitality. Register Now!

Travel 40

Travel Webinar Hospitality Hotels 40

Customer Bliss

AUGUST 29, 2019

In today’s digital age, never before have consumer journeys and expectations been so diverse. Exceptional CX is memorable and good news travels fast. Consumers are more likely to share positive interactions with companies than negative ones. Consumers are attracted to companies who honor them. What did they order?

Customer Experience 227

Customer Experience Consumers Travel Download 227

NetBase

FEBRUARY 7, 2020

And it has consumers and investors talking, while creating a host of opportunities for the airline. And looping back to the consumer impact, we see lots of opportunity there as well. Carbon Neutral Consumer Impact. Having made this move first is something that will be remembered by consumers. Social listening reveals all.

Consumers 67

Consumers Airlines Social Media Travel 67

NetBase

JULY 22, 2020

Here, we’ll take a look at some of the some of the changes taking place in the market and what luxury brands are doing different to meet the needs of consumers right now. What luxury consumers really want from brands. consumers believe luxury brands should engage in manufacturing practices that are environmentally friendly.

Consumers 59

Consumers Brands Fashion Social Media 59

Currency Alliance

JUNE 11, 2019

Many consumers now ‘multibank’[iii], keeping their traditional provider on-hand for the same reasons they always did, but branching out in search of enhanced value. In 2000, UK consumer bank Halifax launched a fairly successful marketing slogan: the people that give you extra [iv]. Actually, they do. Extra what?

Banking 40

Banking Loyalty Consumers Loyalty Programs 40

BirdEye

NOVEMBER 8, 2023

eCommerce review sites allow consumers to share feedback and experiences about products, services, and businesses they interact with online. For your business, being listed substantiates your online reputation , influencing consumer trust and purchase decisions. What are eCommerce review sites?

Travel 58

Travel Hotels Social Media Healthcare 58

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. Vocal customers offer valuable ideas.

Social Media 218

Social Media Travel Rewards Programs Innovation 218

Confirmit

MAY 29, 2019

As technology advances, the line between the physical and digital consumer experience is blurring across all industries. In travel and hospitality, vacations are increasingly being booked online or via mobile apps. Leveraging apps to collect consumer data and feedback in real time. Usage and/or transactions.

Consumers 40

Consumers Insights Webinar Hospitality 40

Forrester's Customer Insights

MAY 5, 2020

The COVID-19 crisis means European B2C firms are broadly in one of three response modes right now: Survivors (travel, hospitality, and some nonessential retailers) have been massively disrupted by the current lockdown.

Consumers 64

Consumers B2C Hospitality Travel 64

Thunderhead

JULY 17, 2018

Consumer Data Protection is seeing the beginning of a global domino effect which started in May in the EU, and has now travelled to California, USA. The California Consumer Privacy Act has just become law in the US State of California. There are differences – and some would argue the new Californian law doesn’t go far enough.

Consumers 40

Consumers Travel Download Customer Relationships 40

Confirmit

MAY 16, 2019

Join Us: As technology advances, the line between the physical and digital consumer experience is blurring across all industries. In travel and hospitality, vacations are increasingly being booked online or via mobile apps. Leveraging apps to collect consumer data and feedback in real time. Webinar Details. Time: 11am EDT.

Consumers 40

Consumers Insights Webinar Hospitality 40

ShepHyken

DECEMBER 7, 2023

The Non-Sustainable Face of Traditional CX Traditional call centers, those hubs of customer interaction that operate around the clock, are an illustrative example of the sustainability challenge within the customer experience industry. Call centers consume around four times more energy per square foot than typical offices, and in the U.S.,

Call Center 59

Call Center E-support E Commerce Travel 59