Thematic

FEBRUARY 11, 2024

An impressive hotel with crazy art and light shows, opulent decorations, non-stop gambling and a Balenciaga store for those few that get lucky. I saw representatives of most major banks, airlines, hotels and casinos - Medallia’s bread and butter enterprise customers. The rooms were large, comfy and high-tech enabled.

NPS 62

NPS Hotels Events Demo 62

C3Centricity

JUNE 8, 2020

From ROI / ROR to ROE. These may include the friends of past guests, who have heard about the hotel or restaurant and are interested in visiting it for themselves. One good example of this, but I know many hotels are also doing it, is the Rosewood Mayakoba resort in Mexico. Renovation is more than Buildings.

Hospitality 107

Hospitality Customer Centricity Hotels Return on Investment 107

Currency Alliance

JANUARY 18, 2021

It’s time for hotel operators to re-evaluate how well their ace in the hole – their loyalty program – is enabling every function of their business to deliver more value. Ask any traveler checking into a hotel after an exhausting business meeting, a white-knuckle flight, or a surprise marriage proposal. A bed is not just a bed.

Hospitality 52

Hospitality Loyalty Hotels Loyalty Programs 52

Experience Matters

JANUARY 21, 2020

In a previous post, I mentioned two reports from late last year that show the business value of CX, The ROI of CX and What Consumers Do After a Bad Experience. The XM Institute is kicking off the year with a research bang. Since then, we’ve actually published a number of new research reports with an emphasis on industry-specific data.

Consumers 80

Consumers Feedback Insurance Airlines 80

Steve DiGioia

OCTOBER 8, 2018

It’s not the ROI, the seamless journey between touchpoints, or even the capacity to personalize the product or service we offer. I was standing outside our hotel restaurant one evening and noticed a middle-aged couple walking out of the restaurant. Many service providers have lost sight of what really matters. Case in point….

Hospitality 89

Hospitality Hotels ROI Touchpoint 89

SurveySensum

JULY 3, 2019

Despite the ongoing efforts hoteliers or restaurant owners have executed over the years, hotels or restaurants are still failing to deliver consistency in listening to guests. You never know, your biggest detectors can turn into your brand promoters if they feel engaged with your restaurant or hotel brand. Source: New Voice Media ).

Guest Experience 74

Guest Experience Net Promoter Score Management Hotels 74

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. In short: it will increase loyalty engagement by enabling greater freedom and choice around redemptions; and, when dynamic value allocation is incorporated, will produce greater ROI.

Loyalty Programs 52

Loyalty Programs Loyalty Hotels Airlines 52

CSM Magazine

OCTOBER 5, 2020

Our all-star speaker line-up boasts leaders from Frito-Lay , Verizon , Mastercard , Twitter , Nissan USA , Radisson Hotels , AT&T , Philadelphia Eagles , and many more of the USA’s most recognisable brands. Register for your free pass now and join us November 17th.

2020 52

2020 Customer Service Hotels Contact Center 52

C3Centricity

MAY 20, 2019

It is true that without satisfaction, customers will not return to a hotel or restaurant. From ROI / ROR to ROE. This wonderful hotel encourages its guests to photograph their experiences during their stay at the resort and then to share them with their friends on Facebook.

Hospitality 87

Hospitality Hotels Social Media Innovation 87

Currency Alliance

APRIL 15, 2024

Consumers will be able to consolidate more loyalty value in fewer currencies, and brands in categories with lower emotional appeal will attract many more customers who want the points/miles of an aspirational brand, such as an airline or hotel group. On the customer side, you’re looking to create the greatest possible perceived value.

Loyalty Programs 52

Loyalty Programs Loyalty Airlines Banking 52

Gravy Analytics

AUGUST 19, 2019

This data can be used to improve ad CTRs and ROI, for competitive intelligence, and to improve the customer experience. As consumers go about their daily lives – visiting grocery or clothing stores, traveling out-of-town for a concert, and staying at a hotel – new visits are automatically created and added to the file.

White Paper 71

White Paper Hotels Travel Consulting 71

Michel Falcon Experience

OCTOBER 19, 2016

Furthermore, their employees most likely don’t have to build a ROI case to be able to have a small budget approved to make these organic customer interactions happen. After all, consider the ROI of this gesture. Can your company afford to allocate a budget for these types of gestures? Of course you can.

Customer Service 144

Customer Service Reference ROI Hotels 144

Lithium

SEPTEMBER 29, 2022

Nothing seems to top off a bad travel experience than a flight getting canceled or having a hotel lose your room reservation. All of these turn directly into cost savings and higher ROI by deflecting calls to your contact center. An Interview for Change How AI and Automation Drive ROI Khoros Kudos Awards 2021.

Hospitality 52

Hospitality Brands Travel Airlines 52

Oracle

FEBRUARY 21, 2019

Indian Hotels Company Limited. “The Upshot Award for Best Demonstrated ROI in Marketing” Finalists. “The Upshot Award for Best Demonstrated ROI in Sales and Service” Finalists. . “The Insight Award for Best Use of Data” Finalists. ConnectWise. Covance Inc. Danske Spil. Schenck Process.

2019 75

2019 ROI Hotels Financial 75

ENGAGE.cx

JULY 18, 2018

Your retail store, restaurant, hotel, bank, etc…. And because of that, brands struggle to drive full ROI from both their marketing efforts and physical venues. But what about all the customers that are in your physical locations? Marketing platforms have a giant blind spot – they totally miss the in-venue customers.

Hotels 40

Hotels Loyalty Programs Banking ROI 40

Currency Alliance

FEBRUARY 20, 2023

This means that if you can vary the value of an action or price of a reward, you can optimize your loyalty program for greater customer engagement and ROI. Context’, as described in the next section, is constantly changing, and incentives should change as well to optimize medium-term ROI.

Loyalty 52

Loyalty Loyalty Programs Social Media ROI 52

Oracle

APRIL 10, 2018

Small acts like this have huge ROI, requiring little effort/cost on the company’s behalf and going a long way in customers’ minds. My CX with Hyatt Hotel. Upon check in at the Hyatt Centric Chicago Magnificent Mile hotel, the front desk concierge asked for the best number to reach me.

2018 40

2018 Airlines Hotels Customer Experience 40

Strativity

JANUARY 6, 2023

In the travel space, for example, you can book a flight on American Airlines and earn points for Hyatt hotels. This year and beyond, companies in any space—whether apparel, food, or fitness—need to prioritize creating ecosystems consumers can’t live without. Some industries are already doing this well. Seek connection, not perfection.

Brands 52

Brands Apparel Airlines Hotels 52

Currency Alliance

OCTOBER 12, 2020

To provide a little excitement, I would add a cinema chain, some restaurant groups, and a hotel chain. You may know that revenue management systems at hotels are now so good, they can predict one month in advance how many rooms will be vacant on any given night. But, the hotel operator also knows it only costs about 7€ to clean a room.

Loyalty 98

Loyalty Marketing Loyalty Programs Banking 98

SurveySparrow

JUNE 30, 2023

Measuring and Demonstrating ROI: While investing in customer experience design is crucial, businesses need to measure and demonstrate the return on investment (ROI) to justify these efforts. These wearable bands serve as an all-in-one device for park admission, hotel room access, FastPass reservations, and even cashless purchases.

Customer Experience Design 52

Customer Experience Design Customer Experience Touchpoint Net Promoter Score 52

SurveySparrow

JANUARY 5, 2021

We are quite familiar with the term, ROI or returns on investment. When it comes to measuring the benefits of a particular cost-related investment, there’s no effective metric available then return on investment (ROI). You can use both ROX and ROI to form a more controlled and better experience for your company’s success.

Employee Experience 52

Employee Experience Measurement Net Promoter Score Return on Investment 52

ijgolding

SEPTEMBER 24, 2015

Customer Experience Professionals are in constant need of evidence of the ROI of Customer Experience – it is fantastic that KPMG Nunwood are adding even more fuel to the fire! greater revenue growth than the FTSE 100; Financial Services companies, 14.2%; Grocery Retailers, 5.7%; and Hotels & Travel Companies, 5.1%.

2015 87

2015 2014 Brands Customer Experience 87

Currency Alliance

JUNE 1, 2020

If you operate a hotel or airline, the margin on incremental revenue from rooms or seats that would have gone unsold is more than 80%. Active collectors of airline or hotel points should be offered an interesting trip for the points they have available (or perhaps with an additional 5,000 mile purchase).

Loyalty 72

Loyalty Consumers Marketing Loyalty Programs 72

Eptica

APRIL 18, 2018

Author: Pauline Ashenden Not only are holidaymakers now booking their travel and accommodation online, but the web has also paved the way for new business models, with more people going direct to hotels and airlines rather than booking complete packages from traditional travel agents. Why it is time to calculate the ROI of VoC programs.

Travel 49

Travel Brands Airlines Customer Experience 49

Magellan Solutions

APRIL 11, 2022

Also, unlike a receptionist they are tasked to maintain an important business function and improve business ROI. These are businesses and institutions that need 24/7 call handling: E-commerce businesses, clinics, hospitals, law firms, real estate firms, hotels and inns. Why is it Different from a Call Center?

Call Center 40

Call Center E Commerce Hospitality E-support 40

PeopleMetrics

FEBRUARY 21, 2018

We’ve all been to hotels, restaurants and other businesses that provide incredible pictures and a feeling on their website, but then when we get there it doesn't quite feel the way it did online. Customers will not be happy, they won't come back, and you won't get the ROI from your Voice of Customer program. Know Your Meme.

Marketing 67

Marketing CEM 2001 Advertising 67

Kerry Bodine

OCTOBER 20, 2021

We find this simple, yet powerful chain of events in both business-to-consumer (B2C) organizations — like hotels and retailers — and in business-to-business (B2B) organizations — like consulting firms and enterprise software developers. Behaviors: You customer calls customer support.

Customer Experience 90

Customer Experience B2C Hotels Events 90

Maru Group

AUGUST 13, 2019

It reports: “Several big-name companies have recently done away with the CMO position altogether—including Johnson & Johnson, Uber, Lyft, Beam Suntory, Taco Bell and Hyatt Hotels, accelerating a trend that began a few years ago.”. From the GRBD report ROI of Insights. Insights is transitioning from reacting to leading.

Insights 40

Insights Marketing ROI Return on Investment 40

Experience Matters

JUNE 16, 2015

This analysis examines the loyalty behaviors of promoters, passives, and detractors across 20 industries: airlines, appliance makers, auto dealers, banks, rental car agencies, computer and tablet makers, credit card issuers, fast food chains, health plans, hotel chains, insurance carriers, Internet service providers, investment firms, parcel delivery (..)

2015 102

2015 Net Promoter Score Wireless Airlines 102

Qualtrics

MAY 29, 2019

Anything you do would need to be balanced against cost and ROI, but top airlines like JetBlue are going all in on saving the day for customers who are having bad experiences at any point during their journey. For many people, their experience of a hotel might come to an abrupt halt if that hotel’s online reviews are bad.

Travel 31

Travel Hotels Airlines Books 31

Optimove

JULY 12, 2023

For example, a hotel could send a text message to guests after their stay, asking them to rate their experience on a scale of 1 to 10. High engagement rates – Since SMS Messages have higher open rates compared to email, this can lead to better return on investment (ROI) and cost efficiency.

Marketing 52

Marketing Events Download Return on Investment 52

CSM Magazine

MAY 26, 2020

It’s not the ROI, the seamless journey between touchpoints, or even the capacity to personalize the product or service we offer. I was standing outside our hotel restaurant one evening and noticed a middle-aged couple walking out of the restaurant. Many service providers have lost sight of what really matters.

Hospitality 59

Hospitality Events Hotels Customers 59

Currency Alliance

JUNE 11, 2017

Stated a different way, ROI from loyalty marketing investments could grow exponentially with a few tweaks that put the customer´s interests first. This means merchants and travel suppliers will be able to capture useful data insights from a much larger set of customers, who again start identifying themselves at the point of sale.

Loyalty 52

Loyalty Loyalty Programs Multi-Channel Travel 52

NetBase

NOVEMBER 18, 2019

The difference between animal influencers from 20-30 years ago to today is incredible though – from an ROI standpoint. Same with Ritz-Carlton, since they are pet-friendly — of course they should want pet influencers staying at their hotels in Aruba and Puerto Rico, showing followers that it’s a pet-friendly hotel chain.

Social Media 40

Social Media Hotels Brands 2019 40

Natalie Petouhof

AUGUST 13, 2015

How It Will Work – Real-World Superior Social Service: Let’s say you are an airline organization or a hotel chain monitoring millions of Tweets across the globe. You could leverage Oracle Social’s advanced listening, filtering and categorizing capabilities to quickly identify “customer service” topics from other conversations.

Customer Service 91

Customer Service Social Media Airlines Hotels 91

NetBase

NOVEMBER 18, 2019

The difference between animal influencers from 20-30 years ago to today is incredible though – from an ROI standpoint. Same with Ritz-Carlton, since they are pet-friendly — of course they should want pet influencers staying at their hotels in Aruba and Puerto Rico, showing followers that it’s a pet-friendly hotel chain.

Social Media 40

Social Media Hotels Brands 2019 40

InMoment XI

APRIL 3, 2024

Each of these advantages leads to and reinforces the same outcome: Increased revenue and improved ROI on customer-facing initiatives. They also receive a pre-arrival guide with information about the hotel, local attractions, and transportation options. What Factors Make a Good Digital Experience?

Customer Expectations 260

Customer Expectations Touchpoint 2024 Omnichannel 260