ECXO

DECEMBER 25, 2024

Building loyalty: Satisfied customers are more likely to become repeat buyers and brand advocates, boosting lifetime value. To all of you celebrating Christmas and Hanukkah , we extend our warmest wishes for joy, connection, and peace. Why It Works: Community-building enhances customer connection and generates organic advocacy.

Customer Experience 156

Customer Experience Customer Journeys Social Media e-support 156

Experience Investigators by 360Connext

APRIL 27, 2021

Consider what customer-centric brands are doing to earn customer loyalty. Travel your customer journey , and look for quick fixes. Maybe there is great brand marketing before the sale but lackluster customer communications following the purchase. Every piece of customer communication is a chance to connect.

Customer Journeys 291

Customer Journeys Customer Experience Culture Sports 291

Customer Bliss

AUGUST 3, 2017

Forrester recently released their US 2017 Customer Experience Index , which goes through data from 120,000 online consumers to rank 300 brands across 21 industries. Forrester is a very-vetted research brand, but it’s important to understand the ecosystem here. Twice as many brand scores fell as rose, and losses outpaced gains.

Customer Experience 236

Customer Experience Travel Touchpoint Connections 236

BirdEye

MARCH 27, 2025

Your Instagram username is more than just a handleits your brands digital first impression. Yet many businesses overlook this step and choose usernames that are hard to remember, unsearchable on social media platforms, or dont align with their brand identity. Looking for Instagram username ideas?

Brands 52

Brands Tips Social Media Examples 52

GetFeedback

FEBRUARY 15, 2019

A customer who has a positive experience with a company is more likely to remain loyal to that brand, even going as far as to advocate for it online or offline. Connect on an emotional level with your customers. Research shows that the best customer experiences stem from an employee developing an emotional connection with a customer.

Strategy 322

Strategy Customer Experience Net Promoter Score Social Media 322

BirdEye

MARCH 27, 2025

When a crisis hits, how a brand responds can make or break its reputation, influencing customer trust, market value, and long-term success. Every brand must be prepared to navigate unexpected challenges, from global giants to emerging startups, with a well-planned approach. This is where brand crisis management comes into play.

Examples 52

Examples Brands Management Airlines 52

ECXO

JUNE 11, 2023

It’s the foundation for building brand loyalty, adoption and providing customers with an unforgettable, consistent experience. In this article, we want to walk you through 22 essential steps that will help you design an experience that sets your brand apart. How do customers experience your brand – across touchpoints?

B2B 390

B2B B2C Touchpoint Customer Journeys 390

ShepHyken

JANUARY 28, 2025

Combined with a great experience, they create an emotional connection that leads to true loyalty. Brands can now integrate perks and incentives directly into their primary products and services using apps and digital platforms. Top Takeaways There is a difference between loyalty and repeat business.

Loyalty Programs 85

Loyalty Programs Loyalty Customer Experience Rewards Programs 85

Customer Bliss

MAY 31, 2019

“Start by being humble and you will inspire your team to be humble,” says Denis Drossart , global vice president of Culture & Experience at Selina , about leadership behaviors enforced within this lifestyle, travel and hospitality brand. Create Brand Identity and Values. Define Your Purpose and Value.

Customer Experience 196

Customer Experience Hospitality Leadership Culture 196

Experience Investigators by 360Connext

NOVEMBER 17, 2020

Employees wrote and tied hand-written thank you notes to baggage that travelers collected after their flight. Simple, but a really nice way to connect with customers in an unexpected way. What about when they complete a training process or post about your brand on social media? Ways a brand has thanked you as a customer.

How To 372

How To Airlines Social Media Tips 372

Experience Investigators by 360Connext

MAY 19, 2020

Here are five ways to create a cohesive employee experience by connecting learning to your employee’s journey overall. How does it connect to the overall mission and purpose of your organization? How does this learning opportunity connect to the customer experience? Understand those key, critical touchpoints. Click To Tweet.

Connections 143

Connections Gamification Employee Experience Touchpoint 143

InMoment XI

FEBRUARY 7, 2024

Out of nowhere, citizens were flocking in droves to distant lands, as travel by plane, sea, and car surged. The coming year is no exception, as consumers across the globe plan to make travel a priority, despite ongoing economic uncertainty. What’s more, they expect brands to adapt to as their needs and expectations inevitably evolve.

Hotels 195

Hotels Guest Experience Travel Social Media 195

ijgolding

APRIL 9, 2020

For over eight years now, I have been travelling around the globe, sharing knowledge with people on how to deliver the customer experience (CX) as robustly and effectively as possible. First off, reaching customer service in the connected CRM configuration would translate into contacting a CHAT or digital assistant.

Customer Journeys 312

Customer Journeys CRM Technology Groups 312

BlueOcean

JULY 20, 2023

Let’s explore when and how it makes good business sense to connect with your prospective partners at each stage of the RFP process. Yes, there’ll be travel and calendars to coordinate. Running your procurement process with a virtual approach saves you on travel expenses or the cost of hosting. It’s also much easier to schedule.

Contact Center 294

Contact Center Travel Culture Meeting 294

Customer Bliss

AUGUST 29, 2019

During our research, we found that one-third of respondents will actually walk away from a brand after having a disappointing interaction. Here are 3 major findings that I want you to share with you from this comprehensive research: 8/10 Gen Z’ers Are Willing to Give Brands Another Chance. We know you don’t want that to happen.

Customer Journeys 227

Customer Journeys Customer Experience Case Study Consumers 227

ijgolding

JULY 18, 2016

As a result of travelling a great deal, I often write about my experiences of doing so. Some of the best and worst experiences I have ever had have been whilst travelling. I also want to apologise for writing in a negative sense about a brand. Even if you have never had the opportunity to fly, BA is an iconic global brand.

Brands 120

Brands Travel How To Airlines 120

Kayako

AUGUST 12, 2022

eMarketer estimates that by 2024 almost 20% of total retail sales will be via eCommerce, and that estimate does not include travel and event ticketing or restaurant food delivery. The challenge for brands is ensuring that customer relationship management doesn’t suffer as online spending becomes the norm. Salesforce ).

Customer Service 292

Customer Service Ecommerce Effort Score e-support 292

InMoment XI

OCTOBER 19, 2021

But also in a broader way to be able to connect unstructured and structured data sources to generate insights from within one platform. Not that long ago, if we wanted to know what a customer thought, how they felt about interacting with your brand (website, store, call center, etc.), The Humble Beginnings of Surveys.

Analytics 370

Analytics Data Customer Experience Social Media 370

BirdEye

JANUARY 24, 2025

But it’s not just about showcasing your property; social media is now most travelers’ primary source of travel inspiration. According to an American Express study, 75% of travelers turn to social media to research and find inspiration for their next trip, surpassing even recommendations from friends and family.

Social Media 52

Social Media Hotels Strategy Marketing 52

ijgolding

SEPTEMBER 24, 2015

For the last six years, Nunwood (now a part of the KPMG family) have been assessing how customer centric well known brands are across three continents. A brand is no longer a marketing confection, sustained by persuasive advertising. Rather, a brand is what a brand does. It is what customers experience. Powerful stuff.

Analysis 120

Analysis Omni-Channel Customer Experience Brands 120

Experience Investigators by 360Connext

APRIL 13, 2021

Word clouds can help others in the organization connect with the real language customers use again and again! Interviewing customers, former customers, and almost-customers is a great way to really listen to the people who actually traveled through the customer journey. When appropriate, send branded swag. But guess what?

Customer Journeys 291

Customer Journeys How To Feedback Brands 291

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. Guest experience differentiates your brand. What is Guest Experience? Guest experiences impact reputation.

Guest Experience 195

Guest Experience Trends Hospitality Customer Journeys 195

Oracle

MARCH 30, 2020

Many brands are incorporating storytelling into their customer experience as a way to reach consumers in creative and compelling ways, and boost customer engagement. We asked consumers to provide their favorite brand storytelling examples, and here are 6 of them. Exceptional Brand Storytelling #1: Simple is better.

Brands 99

Brands Company Social Media Video 99

NetBase

JULY 3, 2020

The 4th of July is typically cause for celebration, but current events make that challenging for brands. Should brands leave it alone or attempt to make a go of it? How many brands (and consumers) are making the most of The Fourth. How many brands (and consumers) are making the most of The Fourth.

Brands 95

Brands Marketing Travel Advertising 95

Kristina Evey

MARCH 14, 2018

The passenger had her 11-year-old daughter and an infant traveling with her. Traveling with children is a challenge. Traveling with children AND a dog is even more of a challenge. They have a pet they loved so much they brought it with them on their travels rather than board it in a kennel. ” We are human.

Airlines 184

Airlines Customer Experience Travel Guidelines 184

C3Centricity

OCTOBER 1, 2019

hotel #travel #leisure #CustomerSatisfaction Click To Tweet. This mentions another of the reasons it is important to go beyond what customer's expect today - the emotional connection. That is what touches our customers and makes them feel differently about our brand, company or service. For me, it’s about products and people.

Customer Satisfaction 245

Customer Satisfaction Hotels Marketing Customer Centricity 245

CSM Magazine

FEBRUARY 5, 2025

When a customer experiences a service failure, you’d assume their trust in the brand takes a hit. Brands that master this can turn slip-ups into opportunities to strengthen customer relationships, often resulting in higher satisfaction than if no issue had ever occurred. Cognitive Dissonance People dislike conflicting feelings.

Brands 52

Brands Customer Service Airlines Net Promoter Score 52

Customer Bliss

APRIL 4, 2017

As a native of Louisiana, Sonya is no stranger to hospitality – her passion for outstanding Customer service drives her to make personal connections to live out the genuine Southwest brand to our 50,000 plus employees. The whole focus was to make sure the leaders in a hub city were connected to the staff in deep ways.

Airlines 204

Airlines Hospitality Leadership Connections 204

C3Centricity

OCTOBER 26, 2014

All brands, products and services should be designed to satisfy their target’s needs, so Maslow’s hierarchy seems a good framework to use, when defining on what your offer will be based. Satisfying : Firstly identify which of the five needs your brand or service is looking to fulfill.

Customer Satisfaction 223

Customer Satisfaction Marketing Advertising Video 223

Customer Bliss

MAY 23, 2018

She started off doing customer service work for CUC Travel before it became Cendant Travel, and loved the work. Cost saving vs. revenue generating : she spent time connecting the dots between the data and abandoned contacts – phone call, chat, e-mail.

Sports 197

Sports Customer Experience Travel B2C 197

Experience Investigators by 360Connext

AUGUST 4, 2020

Ask for feedback, socialize and communicate about how the persona is there to help everyone align on goals and keep the customer at the center of the brand. Your customers might not share much about their lives, but you probably have access to data about their behaviors, actions and engagement with your brand.

Customer Journeys 265

Customer Journeys Data How To Social Media 265

GetFeedback

JULY 19, 2019

Some are calling CX the new marketing, others are calling it the new brand. A touchpoint is any interaction that might influence the way your customer feels about your product, brand, or business. The airline tracked this back to a lack of amenities for early morning travelers. Too many companies focus on customer touchpoints.

ROI 309

ROI How To Touchpoint Hotels 309

GetFeedback

JANUARY 19, 2020

All done via Expedia, because it gives me one place to handle all travel arrangements, and provides a very nice app to remind me what I booked along with directions, phone numbers, and more. . But you’re missing a huge opportunity if you don’t figure out why some potential prospects never contact your brand. Best Metric: CSAT.

Customer Journeys 365

Customer Journeys Touchpoint Survey Measurement 365

Experience Investigators by 360Connext

JUNE 1, 2015

And when this package travels beyond Bodybuilding.com’s control and into the care of a shipping company, it’s kind of like saying “You can keep us happy by keeping our customers happy.”. It’s not about being the best at what they do, it’s about the experience the customer has with the brand. Customer-focused. Have a great week!

Brands 110

Brands Roadmap Retail Video 110

BirdEye

MARCH 27, 2025

A good caption can stop the scroll, spark engagement, and make your content more shareablewhether youre posting a dance video, a funny moment, or a travel clip. Captions help create a connection with your audience, set the tone of your video, and make your content more accessible. ” “Travel far, travel wide, travel often.”

How To 52

How To Social Media Video Travel 52

DCX

FEBRUARY 16, 2025

The Experience Economy is Here Great brands don’t just sell products or services—they create moments. Whether it’s through unexpected details, sensory immersion, or rethinking the ordinary, the best brands understand that experience is the real currency of loyalty. Give them real-time ways to connect.

Video 52

Video Airlines Travel Connections 52

DCX

JANUARY 19, 2025

Whether it’s leveraging AI to predict needs, fostering curiosity to uncover hidden insights, or putting people first to create meaningful connections, the key to success is being deliberate about how you show up for customers. Support Trends to Watch: Stay ahead with expert predictions and success stories from top brands.

Travel 52

Travel Customer Centricity Culture Brands 52