NetBase

MAY 23, 2019

When we talk about customer care, we now know we’re talking about the entire customer experience – not just isolated moments in-store, or when things go wrong. How does social listening impact customer care in one of the most experiential categories – i.e., Travel & Hospitality? Here are some ways! Immediacy Is Key.

Travel 56

Travel Customer Care Information Hotels 56

CloudCherry

MARCH 19, 2019

While these metrics can help CX and marketing teams tell descriptive stories about the state of the customer’s experience, they aren’t credible when it comes to making business decisions. NPS was always meant to be a proxy for true customer loyalty, because we didn’t have the means to measure it before. Don’t delay the process.

Financial 218

Financial Metrics Customer Journey Mapping NPS 218

InMoment XI

JANUARY 17, 2024

With today’s travelers raising their expectations while being exposed to a seemingly unlimited number of hospitality solutions, it is critical that operators deliver experiences that reflect the lives of their customers. A memorable and positive guest experience drives customer satisfaction and fosters customer loyalty.

Guest Experience 260

Guest Experience Hospitality Hotels Travel 260

SurveySparrow

MARCH 5, 2024

This can be achieved by analyzing metrics such as, Customer Journey Analysis: Enhance customer touchpoints using customer journey charts to identify areas of improvement. Service Satisfaction: Gain a comprehensive overview of customer satisfaction with your post-purchase services.

Insights 52

Insights Net Promoter Score Hospitality Healthcare 52

Currency Alliance

OCTOBER 11, 2018

It does give pause for thought, however, that agile tech companies have proven more apt at filling these gaps: owning more of the customer journey, gathering more detailed data, and making more relevant and personalized offers. But in reality, many customers do not book direct. Restive guests: understanding hospitality loyalty.

Hotels 40

Hotels Hospitality Loyalty Travel 40

Experience Investigators by 360Connext

FEBRUARY 12, 2015

Then customers pay, typically a monthly or annual licensing fee, to use the software for their data and receive the customer support and software updates necessary. TripIt by Concur – This travel organizer has saved me on countless occasions. They may never actually use the product after signing up! Let us know!

Customer Journey Mapping 230

Customer Journey Mapping Workshop Customer Journey Consulting 230

SurveySensum

JULY 13, 2023

In today’s competitive retail landscape, customer experience has emerged as an important factor that can either make or break a business. Delivering exceptional customer experiences not only fosters customer loyalty but also generates positive word-of-mouth and drives sustainable growth for your business.

Retail 52

Retail Customer Experience Touchpoint Social Media 52

SurveySensum

JULY 13, 2023

In today’s competitive retail landscape, customer experience has emerged as an important factor that can either make or break a business. Delivering exceptional customer experiences not only fosters customer loyalty but also generates positive word-of-mouth and drives sustainable growth for your business.

Retail 52

Retail Customer Experience Touchpoint Social Media 52

Currency Alliance

JUNE 11, 2019

“Extra” was a 4% interest rate which earned the average working family £100-200 a year – the kind of value you can earn from a supermarket loyalty card. Economic cycles aside, though, the real problem is that it attracts entirely the wrong sort of customer. Merchants across retail, travel, utilities, healthcare, etc.

Banking 40

Banking Loyalty Consumers Loyalty Programs 40

SurveySparrow

AUGUST 14, 2023

Picture a world where every customer is not just satisfied but delighted with your business. A place where loyalty knows no bounds, and word-of-mouth spreads like wildfire. Improving the customer experience is not just a choice today; it’s the ultimate key to success. We thought you might be! Let’s find out.

Customer Experience 52

Customer Experience Social Media Net Promoter Score Loyalty 52

SurveySensum

MARCH 17, 2023

That’s why automotive companies need to integrate digital technologies into their operations and build an online presence for their customers. Although offline touchpoints continue to be critical in the car buying journey, online touchpoints are playing an increasingly influential role in shaping customer experiences and decisions.

Automotive 52

Automotive Customer Experience 2023 Entertainment 52

Second to None

JULY 25, 2019

Customer effort is a measure of how easy it is for your customer to travel through the customer journey. Whether it may be interacting with employees or making a return, customers are looking for a frictionless transaction in which minimal effort is exhausted. . Measuring Customer Effort.

Innovation 80

Innovation Effort Score Travel Transportation 80

Maz Iqbal

NOVEMBER 11, 2014

It occurs to me that under the Customer Experience umbrella one can pursue several distinctive paths. This almost always involves looking at way of reducing customer effort at specific touchpoints e.g. call-centre, or specific customer interactions e.g. when buying something. What might these paths be?

Travel 107

Travel Customer Experience Innovation Leadership 107

CSM Magazine

JULY 13, 2022

There are numerous ways that customers engage with your business. Each one is a chance for you to nurture their interactions towards a sale, referred to as customer touchpoints. Optimizing your customer touchpoints can lead to stronger brand loyalty, more revenue, and improved sales. Imagine this.

Touchpoint 69

Touchpoint Customer Journey Loyalty Programs Social Media 69

ChurnZero

MARCH 28, 2023

Customer engagement is the sum of all interactions between a customer and a company. A few examples include when a customer: Attends a webinar; Uses a product; Calls support; Travels to a user conference; Experiments with a new feature; and Pays an invoice. NPS indicates customer loyalty.

Customer Engagement 52

Customer Engagement Engagement Net Promoter Score Chief Customer Officer 52

PeopleMetrics

MAY 15, 2015

As hobos traveled through towns, they used a series of symbols to convey information to each other—including dangers, opportunities, and helpful tips. Every individual interaction—every customer experience touchpoint—not only affects an individual customer’s opinion about your business, but also the overall opinion of all of your customers.

Customer Experience 104

Customer Experience Net Promoter Score Touchpoint Culture 104

InMoment XI

APRIL 3, 2024

Digital experience (also called digital customer experience or abbreviated as DX ) is an extension of traditional customer experience. But where customer experience takes every interaction into account, the digital experience focuses more specifically on those interactions that occur with digital touchpoints.

Customer Expectations 260

Customer Expectations Touchpoint 2024 Omnichannel 260

Bold360

DECEMBER 8, 2016

A funny thing happened when researchers asked consumers and marketers associated with the travel industry how they viewed the industry’s well-known loyalty programs. For the marketers – 66 percent of them – the programs were seen as a good way for customers to show loyalty to the brand. Far from it.

Customer Retention 63

Customer Retention Social Media Loyalty Programs Loyalty 63

Currency Alliance

DECEMBER 4, 2023

Loyalty trends, as we’ve said in our previous years’ trends articles, are interesting to think about – but they are not necessarily reflective of what your own brand should be focusing on in the next year. This year, a continuing key theme in loyalty will be the ability to drive even greater customer value at lower direct cost.

2024 59

2024 Loyalty Marketing Loyalty Programs 59

SurveySensum

NOVEMBER 22, 2023

Is it the website’s usability, customer journey, or the brand’s overall perception? Are you aiming to boost sales, strengthen customer loyalty, or expand market reach? billion active social media customers. That’s why it’s imperative to understand which questions to be asked at which touchpoints.

Feedback 52

Feedback Customer Insights Insights E Commerce 52

Amity

MARCH 3, 2017

Throughout their customer journey, there’ll be a number of touchpoints and you’ll most likely be dealing with different stakeholders throughout the way. But how can you ensure that these relationships lead to long-term success and build client loyalty? Invest in face to face time.

Customer Relationships 60

Customer Relationships Travel Loyalty Touchpoint 60

BirdEye

MAY 3, 2023

By leveraging content marketing, your business can increase its reach, build brand awareness, generate leads, and foster customer loyalty. The platform’s well-crafted SEO strategy has enabled them to reach the peak of search results for various keywords surrounding travel queries. Research also tells us that 69.6%

Marketing 98

Marketing Social Media B2C Multi-Channel 98

Currency Alliance

NOVEMBER 16, 2021

Flexibility around loyalty redemptions is crucial to creating meaningful value for every customer. Rewards that are interesting for less-frequent customers, as well as to frequent customers, motivate every customer to engage more, and increase the share of wallet that they allocate to your brand.

Loyalty 52

Loyalty Loyalty Programs Touchpoint Hotels 52

Currency Alliance

NOVEMBER 16, 2021

Flexibility around loyalty redemptions is crucial to creating meaningful value for every customer. Rewards that are interesting for less-frequent customers, as well as to frequent customers, motivate every customer to engage more, and increase the share of wallet that they allocate to your brand.

Loyalty 52

Loyalty Loyalty Programs Touchpoint Hotels 52

Wootric

FEBRUARY 14, 2019

Why we love Amy: She’s head of Customer Advocacy at MindTouch. She was tapped to look after the customer experience as a whole as company growth accelerated. Her She is a customer journey expert whose analysis of customer feedback at key touchpoints has led to product and service enhancements that have delighted customers.

Workshop 67

Workshop Consulting Customer Experience Professionals Books 67

Currency Alliance

FEBRUARY 26, 2021

So, with competition across nearly every category, all companies now need a loyalty strategy. Not every company needs a loyalty program with points, gift cards, or other incentives, but very few businesses can survive without a base of loyal customers that makes up 30-50% of recurring total sales.

Loyalty 59

Loyalty Customer Engagement Engagement Airlines 59

ijgolding

MARCH 31, 2017

If you have been a follower of my writing for some time, you will know that I am no stranger to air travel! So when my friend and fellow CCXP (Certified Customer Experience Professional), Mike Bartlett sent me his own story comparing Delta and Virgin, I felt that others needed to read it too!

Customer Experience 65

Customer Experience Airlines Travel Customer Experience Professionals 65

ijgolding

MAY 11, 2016

The ratings allocated to any establishment have a fundamental impact on the customer buying decision. With the added weight of customer feedback being left every day on sites such as Trip Advisor, the travel industry is as exposed as any other to the power of measurement for all to see.

Measurement 65

Measurement 2008 Customer Experience Banking 65

Currency Alliance

DECEMBER 17, 2019

This is the blog version of our Loyalty Strategy Guide 2020. For a more engaging read, click here to Currency Alliance Loyalty Strategy Guide 2020. There was a mix of good and bad, for loyalty in 2019. The widespread devaluation of loyalty currencies during the past few years brings this into sharp focus.

Loyalty 64

Loyalty 2020 Loyalty Programs Travel 64

InMoment XI

MARCH 4, 2024

While some may think the Likert scale is only used in academic research, it is a cornerstone of survey strategies across various industries such as travel & hospitality, automotive, and financial services. How the Likert Scale Effects Your CX Efforts The Likert scale is a great tool to be utilized in your customer experience efforts.

Net Promoter Score 260

Net Promoter Score Measurement Automotive Customers 260

ijgolding

SEPTEMBER 26, 2017

Passengers who needed to travel at as low a cost as possible were able to have their basic needs met by what has now become the world’s largest international airline – a phenomenal achievement. What customers NEED, represents their BASIC requirements. These touchpoints are equally as important.

Airlines 30

Airlines Touchpoint Definition Customer Journey 30

PeopleMetrics

MAY 12, 2022

Customer journey mapping can make the crucial difference between driving business success and seeing flagging customer satisfaction, retention rates, and revenue. Creating an amazing customer experience (CX) is an intentional process. Customer journey mapping is a foundational part of that process.

Customer Journey Mapping 62

Customer Journey Mapping Customer Journey Hotels Touchpoint 62

ENGAGE.cx

OCTOBER 13, 2016

While you are checking out the property, the company website recognizes you and your preferred customer status, remembers you like a corner non-smoking room, and extends you an offer of an additional 10% off because of your long-standing loyalty. So, the higher the score, the more engaged the customer.

Engagement 40

Engagement Guest Experience Hotels Hospitality 40

SurveySensum

FEBRUARY 20, 2024

Here’s a roadmap to help you get there: Gather Feedback : Gather feedback on a regular basis from your customers on different aspects of your business, but don’t limit yourself to traditional CSAT or NPS surveys. Take advantage of different types of surveys at different touchpoints of the customer journey.

Customer Satisfaction 52

Customer Satisfaction Touchpoint Social Media Customer Centricity 52

SurveySensum

FEBRUARY 20, 2024

Here’s a roadmap to help you get there: Gather Feedback : Gather feedback on a regular basis from your customers on different aspects of your business, but don’t limit yourself to traditional CSAT or NPS surveys. Take advantage of different types of surveys at different touchpoints of the customer journey.

Customer Satisfaction 52

Customer Satisfaction Touchpoint Social Media Customer Centricity 52

Magellan Solutions

JUNE 10, 2019

This service can help businesses boost their customers’ loyalty, prevent uninstalls, and possibly, increase sales. Customer service. Customer service, by definition, is the act of assisting the customers before, during, and after a transaction. It is a vital part of every touchpoint of the customer journey.

Call Center 75

Call Center E Commerce E-support Social Media 75

InMoment XI

SEPTEMBER 1, 2022

Why Is Customer Retention Important? Regardless of the industry you’re in, retaining your customers should be one of the top four goals of your overall business (alongside acquiring customers, increasing customer lifetime value via cross-sell and upsell efforts, and reducing operating costs). Eliminate Customer Friction.

Customer Retention 260

Customer Retention Telecommunications Customer Journey Mapping Retail 260