Customer Bliss

JUNE 6, 2018

This is one of the many questions that Eric Smuda , VP of Customer Experience & Loyalty of Hertz car rental service had to ask when he joined the company to transform customer and employee experience. Within his role, Eric now owns the VoC programs, CX and brand activation team, and the Gold Plus Rewards loyalty program.

Employee Experience 221

Employee Experience Culture Loyalty Travel 221

ECXO

DECEMBER 25, 2024

Building loyalty: Satisfied customers are more likely to become repeat buyers and brand advocates, boosting lifetime value. Why It Works: A detailed understanding of the customer journey allows you to target improvements where they matter most, boosting satisfaction and loyalty. I usually call them MoTs (Moments of Truth).

Customer Experience 156

Customer Experience Customer Journeys Social Media e-support 156

Experience Investigators by 360Connext

DECEMBER 15, 2014

This often means creating special loyalty programs , elite experiences, and special perks to maintain the top 1% of customers. Airlines have recently taken to creating secret, invitation-only loyalty programs for their most valued customers. Ignoring the little guy in favor of the elite can mean big trouble for your brand.

Loyalty Programs 268

Loyalty Programs Airlines Social Media Loyalty 268

InMoment XI

JULY 26, 2024

Brand reputation has become increasingly important in the digital age, one bad review or negative comment can spread like wildfire, potentially tarnishing your brand’s image. Brand Image: Managing negative feedback and highlighting positive experiences helps to build a favorable brand image.

Brands 195

Brands Management Social Media Competitive Advantage 195

InMoment XI

NOVEMBER 16, 2023

The workshop gathered professionals from diverse sectors such as retail, travel, services, grocery, and healthcare. The customers – what they take away from all their encounters with your brand, the signals they are looking for, and what they expect? Download the full summary of our XI Forum Europe 2023 here

Healthcare 447

Healthcare Culture Travel Study 447

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

CSM Magazine

MARCH 14, 2025

As consumer habits shift and expectations grow, brands face increasing pressure to create loyalty programs that feel personal, relevant, and rewarding. Here, we will explore the latest strategies shaping loyalty programs in 2025 and what they mean for your brand. This affects everyone.

Loyalty 52

Loyalty Trends Strategy Loyalty Programs 52

Experience Investigators by 360Connext

MARCH 26, 2015

I’ve been traveling a lot in the month of March. I’ve been thinking about what it means to be a business traveler (who happens to be a woman) on the road. But I enjoyed some little touches and thought I’d praise those companies who thought about the experiences enough to make my travels a little more enjoyable.

Travel 110

Travel Hotels Guest Experience Airlines 110

ijgolding

SEPTEMBER 24, 2014

I have already subjected two heavyweight brands in the industry to my Customer Experience Review process – you can read how British Airways and Ryanair fared should you be interested in doing so! I am very fortunate to travel a great deal as I help and guide organisations on their customer centric journeys.

Customer Experience 246

Customer Experience Airlines Travel Entertainment 246

BirdEye

NOVEMBER 30, 2023

The travel industry has undergone remarkable transformation over the past few years. While online bookings are still popular, curated travel experiences are also gaining traction. Travelers are increasingly seeking off-beat destinations with guided tours. How do you market your travel agency?

Travel 110

Travel Marketing Social Media Hotels 110

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

ijgolding

MARCH 24, 2015

As I quite literally travel the world talking, listening and working with individuals and organisations who have an interest in Customer Experience, I am regularly asked who the world’s ‘best’ Customer Experience brands are. ‘Who is good at CX?’ ’ is a pretty typical question.

Brands 156

Brands Customer Experience Travel Customer Retention 156

ijgolding

NOVEMBER 18, 2014

Despite all the travelling I do these days, I am still someone who gets excited about travelling to places I have never been before. I often do not get much chance to see the sights and experience the culture, but I do get the opportunity to eat nice food, stay in good hotels and travel with well known operators.

Customer Expectations 215

Customer Expectations Hotels Airlines Travel 215

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

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 195

Guest Experience Trends Hospitality Customer Journeys 195

GetFeedback

NOVEMBER 25, 2019

Internet Travel Services: 78%. Learn how to use the CSAT metric, boost loyalty, and prove the ROI of your efforts. Internet Investment Services: 79%. Internet News and Opinion: 75%. Internet Retail: 80%. Internet Search Engines and Information: 79%. Internet Service Providers: 62%. Internet Social Media: 72%. Life Insurance: 80%.

Customer Satisfaction 293

Customer Satisfaction Industry Effort Score Apparel 293

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

Michelli Experience

APRIL 18, 2017

So how can both airline industry leaders and the rest of us (passengers) work together to create a more viable travel experience in a challenging industry? Until we are willing to pay for more…it is often difficult for brands to decide which of many customer “wants” they should actually invest in. Such things as….

Airlines 230

Airlines Travel Transportation Customer Centricity 230

Experience Investigators by 360Connext

NOVEMBER 17, 2020

We know that building loyalty requires more positive interactions than negative ones. Employees wrote and tied hand-written thank you notes to baggage that travelers collected after their flight. 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

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. . Here’s some general advice from the e-book How to Use Customer Loyalty Metrics: NPS, CES & CSAT : . Surveys are highly versatile.

Customer Journeys 365

Customer Journeys Touchpoint Survey Measurement 365

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. With the prevalence of social media, customer reviews travel quick and have a broader audience. Isn’t that the same as customer service? Not exactly.

Strategy 322

Strategy Customer Experience Net Promoter Score Social Media 322

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. Don’t stop with just your industry. Step 2: Improve. Be your own customer.

Customer Journeys 291

Customer Journeys Customer Experience Culture Sports 291

SurveyGizmo

FEBRUARY 4, 2021

Loyalty and retention are not the same, but they are definitely related. Loyalty is personal and emotional, while retention is a financial measure, is what Ryan Tamminga, VP of Customer Success at Alchemer, and Vanessa Bagnato, Director of Enterprise Solutions at Alchemer, explained recently in a webinar. And it’s not a single metric.

Loyalty 98

Loyalty Net Promoter Score Airlines Hotels 98

AWS Machine Learning

NOVEMBER 26, 2023

Amazon Personalize is excited to announce the new Next Best Action ( aws-next-best-action ) recipe to help you determine the best actions to suggest to your individual users that will enable you to increase brand loyalty and conversion. The following table is an example of a brand showing the same set of actions to all users.

Loyalty 103

Loyalty Brands Loyalty Programs Multi-Channel 103

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

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

Currency Alliance

OCTOBER 12, 2020

That type of simple recognition goes a great way in building loyalty with customers. This presentation is about driving customer engagement, and how the loyalty industry is transforming in order to engage with the mid-tail and long-tail customer. Loyalty programs must evolve to keep customers engaged.

Loyalty 98

Loyalty Marketing Loyalty Programs Banking 98

ijgolding

FEBRUARY 24, 2015

Customer Journeys Customer retention and loyalty Recovery Travel customer experience customer experience failure customer experience recovery Emirates Etihad' However, I am just as quick […].

Customer Experience 120

Customer Experience Travel Customer Retention Brands 120

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. It is an all-in-one platform empowering brands to deliver the ultimate experience to their customers.

Customer Journeys 312

Customer Journeys CRM Technology Groups 312

Very Best Service

FEBRUARY 8, 2025

Certain industries have harnessed the power of social customer service more effectively than others, leveraging it to enhance customer satisfaction and loyalty. This proactive approach not only addresses immediate concerns but also fosters customer loyalty in a highly competitive market.

Industry 52

Industry Customer Service Social Media Healthcare 52

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

Lumoa

APRIL 24, 2018

For organizations just starting out with CX, NPS is a good gauge of loyalty. For example, if they worked for the travel sector, it would make sense to ask NPS. On the positive side, NPS provides a consistent methodology to measure consumer affinity for a brand. Chip Bell Customer Loyalty Keynote Speaker, Trainer, Author.

System 317

System Effort Score NPS Net Promoter Score 317

ijgolding

OCTOBER 16, 2014

I never imagined that I would be connecting a brand that I have now become a ‘fan’ of with a story about Customer Effort, but what you are about to read demonstrates that even the best can get it wrong. I wrote a CX review on my perspective of Enterprise – you can read that here – it is very impressive.

Customer Retention 287

Customer Retention Customers Customer Journeys Travel 287

CloudCherry

JULY 10, 2019

Customer experience (CX) is one of the most important contributors to building customer loyalty and fostering long-lasting customer relationships. You will also have access to what other customers are saying about the product, and from these reviews, you can gauge how well-received/trustworthy the brand is. Customer feedback.

Self Service 231

Self Service Customer Experience Customer Service Chatbots 231

InMoment XI

OCTOBER 19, 2021

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.), We also ask questions we should know the answer to, like “did you travel with us in the last 30 days?” The Humble Beginnings of Surveys. or how loyal they are to you, we had to ask them.

Analytics 370

Analytics Data Customer Experience Social Media 370

Lumoa

OCTOBER 26, 2022

There are nonetheless also many options for those who are still not ready to travel and meet people, as organizers have become better and better at offering an experience that is comparable to face-to-face interactions. Customer Loyalty Conference | June, 1 | Stockholm, Sweden. CX APAC by Forrester | May, 25-26 | Sydney, Australia.

Conference 221

Conference Customer Experience Contact Center Financial 221

Customer Bliss

MAY 23, 2018

She started off doing customer service work for CUC Travel before it became Cendant Travel, and loved the work. Carolyne is recognized as an industry executive, who drives low customer effort strategies and builds brand loyalty by leveraging technology, process re-engineering, and the development of high-performing teams.

Sports 197

Sports Customer Experience Travel B2C 197