InMoment XI

OCTOBER 19, 2021

I thought I’d spend a moment explaining what these announcements mean for those of us who are VoC, CX and Customer Insights professionals. We sometimes ask questions the customer may or may not know the answer to—for example, did we resolve your issue today? It’s an amazing source of customer feedback.

Customer Experience 295

Customer Experience Social Media Call Center Metrics 295

Qualtrics

AUGUST 26, 2020

Travelers are facing a crisis of confidence. airline, Qualtrics studied the customer experience and expectations of regular air travelers , people who had taken at least one leisure flight in the 12 months before the COVID-19 outbreak. But there’s another group, the third of travelers who are undecided or somewhat unlikely.

Travel 26

Travel Airlines Books Advertising 26

Customer Bliss

JUNE 6, 2018

Before joining Hertz, Eric spent time conducting traditional market research work and realized he had a passion for customers and how we treat them. He also built an NPS program at Avis Budget Group when he was the VP of Customer Insights & Experience. Hire the Smile Behind the Resume. How do they feel about the brand?

Employee Experience 221

Employee Experience Culture Loyalty Travel 221

BirdEye

NOVEMBER 8, 2023

Travel review sites to onboard new customers For a business in the hospitality or tourism industry, getting listed in these top travel review sites is a must because, apart from building your reputation in a global diaspora, these are storytelling platforms where travelers share unique experiences and narratives with the travel community.

Travel 58

Travel Hotels Social Media Healthcare 58

Forrester's Customer Insights

MARCH 28, 2024

Last week, SITA, the multinational IT company supporting the air travel industry, announced it would be the lead investor in the Series A funding in Indicio, a decentralized digital identity solution provider.

Travel 28

Travel Management 28

Maru Group

NOVEMBER 2, 2018

Unsurprisingly, clothes and fashion (31%), holidays and travel (28%) and eating out and leisure (28%) are going to take the biggest hit when it comes to consumer spending over the next six months. Customer experience is vital as expectations of businesses rise.

Customer Experience 149

Customer Experience 2018 ROI Travel 149

ShepHyken

DECEMBER 4, 2020

If this airline has primarily leisure travelers (i.e. families, vacationers, infrequent travelers) the adoption of this technology will likely be low. This is an example of the “next shiny thing” investment that is not strategic and will have a limited impact on the customer experience of that airline.

Roadmap 139

Roadmap Customer Experience Airlines Travel 139

Forrester's Customer Insights

APRIL 25, 2023

If you’ve ever had the good fortune to travel on the Japanese bullet train or France’s TGV high-speed train, you know what an extraordinary experience it is: one defined by comfort, efficiency, and value — not just movement between two locations. Yet no one would have foreseen how train travel could reach this pinnacle in […]

Customer Success 46

Customer Success Travel Customers B2B 46

Currency Alliance

JUNE 16, 2020

While travel and retail brands have made a lot of progress in the last 24 months, the bulk of innovation has come from other consumer sectors – including media businesses, entertainment, and telecoms providers, which in recent years appeared to regard loyalty as a lost cause. What really stood out is which brands were pulling off these feats.

Magazine 52

Magazine Loyalty Innovation 2020 52

Currency Alliance

JUNE 1, 2020

Of course, after decades of increasingly easy and affordable travel, no consumer’s ambitions will stop with an ice-cream cone. After Covid-19, nearly every customer type will be more deliberate in how they spend money. This will reward them for collecting points with partners, and encourage them to travel when the occupancy is low.

Loyalty 72

Loyalty Consumers Marketing Loyalty Programs 72

Customer Bliss

SEPTEMBER 14, 2016

If you take time to consider your business objectives to create a well-researched strategy, customer experience metrics can help your business reach its goals. You can make the transition from traditional software to CRM analytics and improve productivity, gain customer insights, and reduce costs.

Metrics 157

Metrics Customer Experience Contact Center Travel 157

Optimove

MARCH 30, 2023

Except for travel, about 40% of consumers shop in-store and online. It underscores that retailers without omnichannel capabilities are disadvantaged in connecting with the customer. To connect with thousands, even millions of customers individually, brands should take several steps to meet consumers’ preferences and expectations.

Consumers 52

Consumers Omnichannel 2022 Retail 52

Currency Alliance

OCTOBER 12, 2021

The majority of existing partnerships at big loyalty programs are brokered with one goal in mind: creating more value for the most frequent customers. For airlines and hotel groups, frequent customers are business travelers, so their partner mixes are heavily biased toward fellow travel brands. I’m a case in point.

Loyalty 59

Loyalty Loyalty Programs Airlines Travel 59

Customer Bliss

MAY 4, 2017

In this role, she leads the efforts on building out the customer experience (CX) strategy, the roadmap for driving CX improvements in all six CX disciplines and she is responsible for the centralized CX programs such as the Net Promoter Score customer listening program and the journey mapping center of excellence.

Leadership 160

Leadership Customer Experience Net Promoter Score B2B 160

Happy or Not

JANUARY 3, 2022

Customers are returning to on-site experiences and spending more on goods such as home equipment due to the decrease in travel. . The “one size fits all” approach no longer applies, and businesses need to seriously consider how to best serve different types of customers.

Omnichannel 69

Omnichannel Loyalty Programs Roadmap Retail 69

CSM Magazine

APRIL 27, 2022

“Being able to capture customer insight is table stakes. “What’s needed is the ability to empathize with every step of the customer journey to fuel action with insight. It’s time we start focusing more on using data to drive action,” said Mario Ciabara, CEO of Quantum Metric.

Metrics 52

Metrics Telecommunications Contact Center 2021 52

Forrester's Customer Insights

SEPTEMBER 21, 2014

For instance, the airline provides social booking services on WeChat to enable customer-to-business product innovation. customer analytics. customer insights. Customer Insights Social Intelligence big data customer analytics customer insights social listening' social listening.

Social Media 53

Social Media Airlines Transportation Travel 53

COPC

APRIL 1, 2024

AI-powered chatbots can now better understand customer queries and respond in a way that mirrors natural human conversation. Deeper Customer Insights: Understanding Beyond Words Interaction analytics, driven by AI, provide a deeper and more nuanced understanding of customer communications.

Customer Experience 91

Customer Experience Contact Center Technology Banking 91

GetFeedback

JULY 19, 2019

The airline tracked this back to a lack of amenities for early morning travelers. JetBlue responded by passing out water, juice, and coffee to customers at that airport. Your VoC data may not be as structured as JetBlue’s. JetBlue has a massive, mature VoC program.

ROI 309

ROI Touchpoint Hotels Customer Journey 309

Forrester's Customer Insights

MARCH 2, 2021

Pretty soon, we’re going to start booking business travel again, but after the initial endorphin release, how much will we have learned from selling in a WFH world? In his latest blog post for Forrester, Peter Ostrow shares his thoughts on how sales leaders can find the right balance of the “next normal.”.

Travel 57

Travel Sales Books Blog 57

Michelli Experience

AUGUST 8, 2017

I’ve also been willing to forgive many of the service breakdowns I’ve experienced as a traveler – as long as I can get to my venue safely and in advance of the time I actually need to arrive (not necessarily what it says on my itinerary). The Future of Air Travel?

Airlines 45

Airlines Travel Transportation Consulting 45

TechSee

JUNE 16, 2022

Sharad is the Managing Director (Strategy and Analytics) and global leader in the Applied Intelligence practice at Accenture, with deep expertise in AI-powered customer engagement, and the enterprise-wide adoption of AI across industries, including insurance, communications, travel, and health care.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

Maz Iqbal

DECEMBER 30, 2014

IVR) have they taken you to the heights of sales effectiveness and/or customer service delight? Let’s not forget the VoC feedback- has that unlocked the door to customer loyalty riches? Greatness does not lie on the road well travelled, greatness lies on the road less travelled.

Leadership 59

Leadership Customer Philosophy 2015 Travel 59

John Paul

OCTOBER 22, 2018

JOHN PAUL, THE PERFECT TRAVEL COMPANION FOR DRIVERS. The John Paul solution allows car manufacturers to create real relationships with their customers and respond to their growing issues around mobility. John Paul is joining the Paris World Motor Show and validating its role in the automotive sector.

Automotive 40

Automotive Transportation Travel Banking 40

CSM Magazine

SEPTEMBER 24, 2019

However, the insurance sector could answer just 46% of all queries asked via the web, email and social media, trailing the other industries (food retailers, fashion retailers, banking and travel) evaluated in the overall study. The Eptica Insurance Digital CX Study builds on research first conducted in 2012.

Insurance 45

Insurance Customer Service Multi-Channel Fashion 45

Currency Alliance

JANUARY 18, 2021

Ask any traveler checking into a hotel after an exhausting business meeting, a white-knuckle flight, or a surprise marriage proposal. Companies will also need to improve the methods they use for capturing it, and – most important – the infrastructures/methods to reliably extract accurate customer insights that improve engagement.

Hospitality 52

Hospitality Loyalty Hotels Loyalty Programs 52

ReviewTrackers

APRIL 13, 2017

Welcome to Customer Insights , a weekly digest of the most important stories about online reviews, customer feedback, and customer experience. This week: United Airlines’ customers are outraged because of the forced removal of a passenger from a plane.

Airlines 50

Airlines Travel Feedback Customer Insights 50

NICE inContact

NOVEMBER 8, 2019

When Sabre Travel introduced plain language guidelines to help customers install flight information system, annual calls to Sabre’s help desk dropped 70%, resulting in savings of more than $2.4 This will improve the self-service experience for customers. Train agents to use clear, direct language in customer interactions.

Contact Center 54

Contact Center 2008 Travel 2018 54

Retently

MARCH 20, 2024

Cost Efficiency and Scalability Compared to face-to-face surveys, CATI surveys offer a more economical alternative as they eliminate substantial travel and logistical costs by being carried out remotely. Don’t miss out on valuable customer insights that can drive your business forward.

Connections 78

Connections Insights Feedback Technology 78

Forrester's Customer Insights

MAY 8, 2020

Stay-at-home orders and pervasive consumer fears have devastated the travel industry, which, after setting profit records a few months ago, has been reporting losses around $18 billion a week since March. Preparing for recovery begins with measuring the evolution of consumer motivation, attitude, and behavior.

Travel 40

Travel Consumers Measurement B2C 40

Customers That Stick

NOVEMBER 13, 2014

Tell us how one outside influence impacted your customer service or customer experience thinking. book, movie, sporting event, relationship, travel). In your own personal experience, has customer service gotten better or worse in the past five years? I feel customer service has improved.

Customer Experience 137

Customer Experience Contact Center Sports Social Media 137

ReviewTrackers

JUNE 1, 2017

Welcome to Customer Insights , a weekly digest of the most important stories about online reviews, customer feedback, and customer experience. ” For the hospitality industry, this means creating unique ways for guests to stay active while they are on vacation or traveling for business.

Customer Experience 50

Customer Experience Hospitality Hotels Travel 50

Forrester's Customer Insights

OCTOBER 26, 2022

This service helps digital leaders across industries — including financial services, travel, retail, healthcare, […]. If you answered yes (or even “mostly yes”), then the Develop The Digital Strategy priority within the Forrester Decisions for Digital Business & Strategy service is for you!

Healthcare 26

Healthcare Travel Financial Retail 26

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

Think Customers

JULY 29, 2022

And inquiries about loyalty rewards were common across nearly all industries — retail, public sector, automotive and manufacturing, travel and tourism, insurance, finance. These insights can help companies better train their customer support teams and ensure they’re equipped with the right information to meet customer needs.

Apparel 59

Apparel Automotive Tourism Fashion 59

SurveyGizmo

DECEMBER 18, 2019

Next, the customer feedback loop is a powerful tool for companies to understand how and why people use what they sell, and what their preferences are. What is the Customer Feedback Loop? The Customer Feedback Loop is defined as the process of ongoing improvement of products or business based on the customers’ insights.

Feedback 82

Feedback Net Promoter Score Social Media Customers 82

Forrester's Customer Insights

MARCH 6, 2020

The spread of the coronavirus (COVID-19) is impacting everything from global stock market vacillations and travel to retail traffic and buying patterns. To help retailers manage, we’ve rounded up some of the best advice we are hearing about the retail customer experience and managing business operations.

Retail 43

Retail Brands Travel Management 43