Vonage

SEPTEMBER 15, 2017

Over the last 10 years we have had the pleasure of working with many global organisations, across many sectors; retail, financial services, telecoms, technology, hospitality, professional services on the design and implementation of their Branded Customer Experience * (BCE) programmes. Paul’s Hotel.

Tips 267

Tips Brands Customer Experience Competitive Advantage 267

InMoment XI

FEBRUARY 2, 2024

The event brought in senior leadership from analytics, CX, insights, and VoC programs from 44 different brands, all with the common goal: sharing how integrated CX is making groundbreaking changes to their companies, customer experiences, and the market as a whole.

Hospitality 195

Hospitality Call Center Retail NPS 195

CSM Magazine

FEBRUARY 6, 2025

Networking Opportunities: Programs featuring connections with alumni in industries known for customer service (like retail, hospitality, or healthcare) can provide career advantages. They emphasize hospitality management, making this program ideal for those pursuing customer service in sectors demanding exceptional attention to detail.

Customer Centricity 52

Customer Centricity Leadership Hospitality Course 52

BirdEye

FEBRUARY 4, 2025

But here’s the catch: Reputation management isnt just about tracking online reviewsits about taking control of your brands online reputation across digital channels. Bottom line up front Your brand's online reputation is a business asset. Bottom line up front Your brand's online reputation is a business asset.

Tools 52

Tools Brands Management Multi-Channel 52

BirdEye

FEBRUARY 20, 2025

As customers increasingly turn to online reviews to evaluate products and services, businesses that optimise their presence on key platforms can gain a significant competitive advantage. Australians use it for navigation, making it a critical tool for hospitality, retail, and services businesses.

Automotive 94

Automotive Insurance Healthcare Hospitality 94

CSM Magazine

MARCH 19, 2025

AI-powered support ensures that customers receive help in their native language, increasing trust and brand loyalty. Travel and Hospitality: Personalized Customer Service A global hotel chain implemented AI translation to enhance guest communication.

e-support 59

e-support Chatbots Competitive Advantage Case Study 59

Happy or Not

NOVEMBER 13, 2024

Their support team’s response demonstrated best customer service experience practices by addressing specific pain points and ensuring smooth customer interactions during high-traffic periods. JACK & JONES built a strong foundation for brand loyalty by delivering great customer service. Read the full case study here 8.

Examples 36

Examples Customer Service Case Study Hospitality 36

ECXO

NOVEMBER 16, 2023

Pioneers understand they can create competitive advantage over traditional firms by utilising the technology to serve customers with a better value proposition – at scale. And mitigate the risk presented to our brands and reputations if we do not use it responsibly and carefully. We need to understand the limitations.

Customer Experience 194

Customer Experience Chatbots Self Service Touchpoint 194

BirdEye

MARCH 6, 2025

In fact, 71% of customers say they dont intend to shop with a brand if they lose trust in it. When brands respond swiftly and accurately, they create a seamless flow that pays off in big ways – happier customers, deeper engagement, and more conversions. This level of support enhances customer loyalty and keeps brands top of mind.

Chatbots 52

Chatbots Customer Engagement Engagement Marketing 52

Storyminers

JULY 6, 2020

His clients range from large, publicly traded companies to leading professional service firms and fast-growth and established small businesses including Apple, Diesel, Freshworks, KFC, Pearson, Shell etc… plus lots of smaller brands and SMEs. Barry Dalton. Bruce Temkin. Show podcast and a regular contributor to Forbes.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

ShepHyken

SEPTEMBER 18, 2017

(Collective Campus) Establishing a detailed understanding of your customers is essential in achieving business goals and creating a customer experience that is a key competitive advantage today. 25 Reasons Why Hospitality People Are So Resilient by Rupesh Patel. Important: This information goes beyond the hospitality industry.

Customer Service 84

Customer Service Hospitality Customer Centricity Competitive Advantage 84

Horizon CX

DECEMBER 1, 2023

Apple: Seamless Integration for Brand Loyalty Alignment with Strategic Goals: Apple’s commitment to delivering a seamless and intuitive user experience is integral to its strategic goals. Strategic Milestone: Apple’s success in customer experience contributes to its strategic milestone of brand loyalty.

Customer Journeys 130

Customer Journeys Customer Centricity Automotive Fashion 130

InMoment XI

APRIL 3, 2024

The customer experience—how buyers feel about their collective interactions with a brand—defines and motivates customer action. Your brand needs to deliver on all fronts in order to create a memorable experience for these customers. It sets the tone for the entire company/consumer relationship.

Customer Expectations 195

Customer Expectations Meeting Customer Experience Touchpoint 195

Storyminers

JULY 6, 2020

His clients range from large, publicly traded companies to leading professional service firms and fast-growth and established small businesses including Apple, Diesel, Freshworks, KFC, Pearson, Shell etc… plus lots of smaller brands and SMEs. Barry Dalton. Bruce Temkin. Show podcast and a regular contributor to Forbes.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Blake Morgan

JANUARY 20, 2022

Brad has worked with companies around the globe and aims to help all brands find lasting customer-centric solutions. Denise is a skilled speaker, author and brand leadership expert. She uses her experience in advertising to help companies create customer-centric brands. Brad Cleveland . Chip Bell . Denise Lee Yohn .

Case Study 96

Case Study Customer Journeys Competitive Advantage Customer Centricity 96

BirdEye

MARCH 28, 2025

Market mapping analysis: Top things to know Looking further into your market mapping data can help you understand: - Brand positioning gaps: This tells you if there is a gap between your business and how the audience perceives it. This data can help you tweak strategies and strengthen brand value in the market.

Marketing 52

Marketing How To Analysis Case Study 52

Michel Falcon Experience

JANUARY 16, 2020

The latter is paying lip service to actually building a customer experience strategy that will grow your business, build an admired brand and have a competitive advantage against your competition. You can hire a PR firm and increase brand awareness. He says, “Nothing changes if nothing changes.”.

Customer Journeys 88

Customer Journeys Strategy Customer Experience How To 88

Currency Alliance

OCTOBER 11, 2018

The Resolution Foundation, a UK-based research organization, recently published data showing that 11% of the market for “hotels and similar accommodation” was owned by the top 5 brands in the sector in 2016; a drop of three percentage points from 2004[i]. Restive guests: understanding hospitality loyalty. the luxury traveler.

Hotels 40

Hotels Hospitality Loyalty Travel 40

Bill Quiseng

MARCH 15, 2022

Second, when customers’ values align with the brand’s values, when customers are aligned with a brand’s purpose, they are more likely to prefer, purchase from, and recommend the brand to others than those who are not. How do we know? We may even be witnessing this with the Great Resignation.). The importance of culture is real.

Culture 103

Culture Customer Centricity Competitive Advantage Hospitality 103

BirdEye

NOVEMBER 30, 2023

Today, when feeling relatable and personalizing each communication is a priority for brands to offer an exceptional customer experience , using social media reputation management to your advantage can be incredibly beneficial. Why social media reputation is essential for brands?

Social Media 116

Social Media Management Guidelines Brands 116

SurveySensum

DECEMBER 18, 2024

They are extremely satisfied with their experience and are likely to become repeat customers or even brand advocates. It helps businesses understand how they stack up against others in the market and identify areas for improvement or competitive advantage. A Qualtrics study revealed that the average NPS dropped by 15.2

Net Promoter Score 52

Net Promoter Score NPS Effort Score Survey 52

Kustomer

AUGUST 26, 2022

Their ‘quick-hit’ segments deliver customer-focused tips, tools and trends for optimizing your brand strategy through customer service. Previous guests on the show have included Steve Bederman of NobleBiz, hospitality guru Christine Trippi, and CX expert Jeannie Walters (host of Crack the Customer Code, #10 on this list).

Customer Experience 95

Customer Experience Chief Customer Officer Competitive Advantage Hospitality 95

ProProfs Chat

JANUARY 30, 2020

Elaborating on this maxim, I would also like to add that unhappy customers can ruin the brand value in minutes. And we all know, what goes online, reaches everyone and hampers the brand image as well. This allows you to keep customers engaged with the brand and also boosts brand loyalty. Customer Engagement & Service.

Customer Engagement 136

Customer Engagement Engagement Social Media Customers 136

Second to None

JULY 5, 2024

As a result, sectors like retail, hospitality, and entertainment are feeling the impact. Conversely, a poor customer experience can quickly erode brand loyalty and drive customers to seek alternatives. Personalization enables brands to anticipate and meet the unique needs of each customer.

Consumers 71

Consumers How To Social Media Omni-Channel 71

Magellan Solutions

MAY 10, 2024

A VA can help provide guest satisfaction by means of handling guest inquiries, provide check-in and check-out instructions, answer questions, and assist with any issues during a guest’s stay with a touch of hospitality to ensure guest satisfaction. Elevate Your Hosting Through Magellan Solutions Hospitality Expertise!

Hospitality 52

Hospitality Competitive Advantage Self Service Guest Experience 52

Grade.us

AUGUST 27, 2019

Are the hospitality and travel industries beholden to hospitality reviews? Sure, hospitality reviews are important. There are plenty of companies in the hospitality and travel industry that don't have a strong review portfolio. Is a portfolio of strong hospitality reviews an unfair advantage?

Hospitality 30

Hospitality Travel Industry Hotels 30

Happy or Not

APRIL 1, 2025

Metrics such as Net Promoter Score (NPS) , Customer Effort Score, and Customer Satisfaction score help brands measure customer satisfaction and improve customer journey. A comprehensive strategy ensures the support team resolves complaints and reinforces what customers love about the brand.

Feedback 36

Feedback Net Promoter Score Effort Score Customer Retention 36

Second to None

JULY 5, 2024

As a result, sectors like retail, hospitality, and entertainment are feeling the impact. Conversely, a poor customer experience can quickly erode brand loyalty and drive customers to seek alternatives. Personalization enables brands to anticipate and meet the unique needs of each customer.

Consumers 62

Consumers How To Social Media Omni-Channel 62

Comm100

SEPTEMBER 22, 2016

Starbucks is able to succeed as a global brand, operating in over 23,000 locations worldwide, because of their keen focus on the customer experience. Did you ever think customer service would be your competitive advantage? Read this book to learn the principles behind the world’s longest support call on record.

Customer Service 100

Customer Service Case Study Gamification Culture 100

SurveySparrow

JUNE 30, 2024

Quick question : would you rather go to the 4 star hospital, with hundreds of positive reviews, that’s 2 kilometers away? But healthcare reputation management is actually a crucial area for hospitals, clinics, and doctors – one that is very much within their control. It can seem like patient feedback is out of your control.

Healthcare 52

Healthcare Management Hospitality Social Media 52

Second to None

JULY 5, 2024

As a result, sectors like retail, hospitality, and entertainment are feeling the impact. Conversely, a poor customer experience can quickly erode brand loyalty and drive customers to seek alternatives. Personalization enables brands to anticipate and meet the unique needs of each customer.

Consumers 62

Consumers How To Social Media Touchpoint 62

SurveySensum

JULY 14, 2020

It is now considered to be the key brand differentiator and a critical factor for your brand’s success and revenue growth. While many brands are struggling to deliver the relevant and delightful experiences to the customers, certain Customer Experience Leaders have broken the code and delivered what is considered to the best!

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

ShepHyken

SEPTEMBER 5, 2016

Ease of doing business is a competitive advantage. 5 Hospitality Customer Service Habits – Warm & Welcoming by Rupesh Patel. LinkedIn) In this article, I share five ways you and your hospitality team can offer more memorable welcomes, that your guests will love (and what to avoid saying).

Customer Service 0

Customer Service Hospitality Competitive Advantage Case Study 0

CSM Magazine

MARCH 20, 2024

This tech-forward approach not only improves the customer journey but also cements robust connections between brands and their patrons, fostering loyalty and cultivating lasting relationships.

Customer Experience 52

Customer Experience Contact Center Competitive Advantage Hospitality 52

BirdEye

JANUARY 25, 2024

Property Management, Hospitality, and Healthcare lead in verification rates. Hospitality, followed by automotive and retail, leads in Google search views. Recreation, Hospitality, and Automotive are the top sectors for driving website traffic. Automotive, Hospitality, and Recreation sectors lead in receiving calls.

Automotive 59

Automotive Hospitality Healthcare Retail 59

ENGAGE.cx

FEBRUARY 16, 2018

Do you promote & hold events—in c-store, hospitality, casino, retail, restaurant, QSR, sports or entertainment—but are unsure who attends? Maximize the competitive advantage of your venue with on-site experience management. March 14, 2018 1:30pm EST. Do your best customers come and go unknowingly?

Competitive Advantage 40

Competitive Advantage Entertainment Sports Hospitality 40

West Monroe

MARCH 1, 2023

To ensure high quality patient care, a medical device must move through warehouses, sales reps’ trunks, and hospital closets—and each of these locations has its own practices, policies, and systems. Addressing these challenges is nuanced.

Management 52

Management Healthcare Hospitality Multi-Channel 52