Kayako

AUGUST 12, 2022

The lockdowns and aftermath of the 2020 global pandemic spiked growth in e-commerce sales as brick-and-mortar stores and restaurants closed their doors. 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.

Customer Service 292

Customer Service Ecommerce Effort Score e-support 292

BlueOcean

JULY 20, 2023

In our world of outsourced customer care solutions, one of the big challenges we continue to wrestle with on the sales side of things is the significant change in the contact center RFP process. Yes, there’ll be travel and calendars to coordinate. From a purely selfish perspective as a sales exec: pitching via Zoom or Teams is tough.

Contact Center 294

Contact Center Travel Culture Meeting 294

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

QuestionPro Audience

FEBRUARY 15, 2018

Once they find a brand that appeals to them, they are extremely brand loyal. TRAVEL 84% of boomers book their travel online. This is no surprise since the advance of technology has made traveling easier for everyone. From researching, price comparison, and booking travel, it is all the click of a button away.

Company 186

Company Travel Comparison Social Media 186

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

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

Customer Bliss

JUNE 6, 2018

Within his role, Eric now owns the VoC programs, CX and brand activation team, and the Gold Plus Rewards loyalty program. You have to win on service and experience, especially considering business travelers. How do they feel about the brand? Eric knew that changes had to be integrated into the culture and employee experience.

Employee Experience 221

Employee Experience Culture Loyalty Travel 221

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

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

Lumoa

MAY 29, 2018

Introduce a referral program =find new sales leads 3. Introduce a referral program (=find new sales leads) Referrals rule the business world. It’s no longer a secret that people who love brands will talk about those brands with their friends and family. Many companies have adopted referral programs.

Engagement 207

Engagement How To Travel Hospitality 207

GetFeedback

NOVEMBER 23, 2019

He stated that “as we’ve traveled the world, and as we’ve spoken to all of us, there is one word that continues to come up over, and over again. The message from CX leaders at Dreamforce was this: Companies should apply AI across all touchpoints of the customer journey — marketing, sales, commerce, service, etc.

Conference 48

Conference Case Study Fashion Customer Expectations 48

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

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. Sales Manager at CEMantica Ltd.

Customer Journeys 312

Customer Journeys CRM Technology Groups 312

ShepHyken

JULY 1, 2022

He writes about the impact on the customer experience that metaverse will have on the travel industry and how customers and brands will navigate the new developments. Customer service in the travel industry begins when a person reveals an interest to explore and decides to travel. Metaverse in Travel Industry.

Airlines 76

Airlines Travel Hotels Social Media 76

ShepHyken

FEBRUARY 9, 2018

This week we feature an article by Kristin Erikson writes shares great customer service training tips and ideas that will help your company build brand advocacy. What is brand advocacy? Customers service training ideas for better brand advocacy. Train your sales team using the right technology.

Customer Service Training 159

Customer Service Training Training Brands Customer Service 159

Customers That Stick

DECEMBER 18, 2014

I now represent Magical Travel, an agency which specializes in selling Disney vacations. book, movie, sporting event, relationship, travel). When your personal experience with a brand meets or exceeds your expectations you can recommend the brand’s products and services without reservation! False Dichotomy.

Customer Experience 162

Customer Experience Travel Sports Social Media 162

Kerry Bodine

APRIL 30, 2019

Best of all, executives could see how a customer’s experience dealing with their organization would influence their likelihood to recommend — and how that likelihood to recommend could have a direct financial impact in the form of new customers and increased sales. It was a wakeup call for Comcast and every other big brand.

Net Promoter Score 47

Net Promoter Score Customer Experience Social Media NPS 47

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

NetBase

SEPTEMBER 4, 2020

Brands need to create a lean, mean data capturing machine that can aggregate, analyze and inform enterprise-wide decision-making. Your brand requires a Martech Stack that provides flexibility and robust capabilities to track ROI and identify potential relationships that brands may otherwise miss out on. Sales & eCommerce.

Tools 98

Tools Brands Ecommerce Advertising 98

InMoment XI

FEBRUARY 15, 2022

During the unpredictable lockdown, retail brands were forced to transform their in-person experiences to digital ones. For employees, curbside and delivery have proven expensive to operate and don’t drive sales like in-store traffic does (especially if retail employees are working commission). The question is, which of these will last?

Retail 195

Retail Consumers Social Media eBook 195

Experience Investigators by 360Connext

AUGUST 4, 2020

Some sales teams rely on “buyer personas” to understand their prospects. Ask your sales people, service agents, account managers, cashiers and others who deal directly with customers who they think their customer is. Find out how they felt about the experience with your brand AND other brands.

Customer Journeys 265

Customer Journeys Data How To Social Media 265

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. . Text from sales team interactions. . What are customers and users saying about their experiences with your brand and your competitors?

Customer Journeys 365

Customer Journeys Touchpoint Survey Measurement 365

BirdEye

NOVEMBER 7, 2023

Do you know what’s the one thing that is crucial in getting more sales? As customers verify your brand’s reputation on top car review sites , you need to ensure that your email marketing strategy also delivers to meet their expectations. Car sales emails are a crucial part of that effective communication strategy.

Sales 115

Sales Automotive Tips Advertising 115

BirdEye

JULY 3, 2023

Affiliate marketing is when a business engages with an influencer or publisher to generate more sales using its already established network. The affiliate links track the conversion and sales from one website to the next. This makes it difficult to forecast revenue if your business is relying on the affiliate marketer to make sales.

Sales 98

Sales Marketing Social Media Video 98

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. 20 minutes.

Customer Retention 287

Customer Retention Customers Customer Journeys Travel 287

BirdEye

NOVEMBER 15, 2023

But what happens when those words travel at the speed of the internet? When shoppers express their love for your brand online, they’re not just speaking to friends; they’re announcing to the world that you are the best in the business. We’ve all heard it before: word-of-mouth can make or break a business. Let’s dive in.

Retail 111

Retail Brands Consumers Case Study 111

Alida

FEBRUARY 23, 2018

Apparel companies at both ends of the spectrum—big name brands to new wave upstarts—are folding as people buy less clothes. People would rather travel, dine out and have more experiences rather than buy more clothing, and more money is going toward media content and data charges too, noted Bloomberg.

Apparel 82

Apparel Retail Industry Trends 82

C3Centricity

MARCH 15, 2018

Companies are changing business models as their value shifts from products to services, or even to the sale of the information they gather. Two-thirds of consumers say they’re likely to switch brands if they’re treated like a number instead of an individual. The Culture of Immediacy Drives Mobile-First Expectations.

Data 312

Data Retail Analysis Analytics 312

InMoment XI

SEPTEMBER 1, 2022

You get a greater return on your investment (ROI) from repeat customers than trying to acquire a first-time customer Even though only 12% to 15% of customers are loyal to a single retailer, they represent between 55% to 70% of the retailer’s sales. Why Is Customer Retention Important? How to Improve Customer Retention.

Customer Retention 195

Customer Retention How To Customer Journeys Telecommunications 195

TechSee

JUNE 16, 2022

By leveraging new technologies such as computer vision , virtual visits and self-service AI-driven solutions, companies have a huge opportunity to turn customers into brand advocates. Mike is the President of Reflective Keynotes , a Canada-based training firm that helps contact centers improve their sales and CX results.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

QuestionPro Audience

JULY 26, 2018

Creativity is indispensable to branding and any marketing strategy in general. What’s more, having a strategic roadmap before producing any creative effort ensures a brand engages with the right audiences at the right time. Like Da Vinci, your brand should intimately know its audiences when it comes to creativity.

Roadmap 170

Roadmap Advertising ROI Return on Investment 170

Beyond Philosophy

MARCH 31, 2020

I’ve received a number of messages from airlines, hotel chains and travel site CEO’s about all the measures they are taking, the policies they are changing, etc. But there are other, not-travel related customer experience shambles too! The response he received after complaining was even more disappointing.

Self Service 199

Self Service Airlines Hospitality Travel 199

Clarivate

DECEMBER 7, 2021

A new report from Clarivate, Luxury brands: Re-calibrating brand strategies for a changing world , looks at how luxury brands – long-standing source of aspiration for consumers – are adapting their brand strategies. When it comes to brand premiumization, there is a lot we can learn from luxury brands.

Brands 95

Brands Fashion Consumers Video 95

GetFeedback

JANUARY 21, 2019

Without knowing what your customers want, it’s impossible to develop valuable content that generates brand loyalty and business leads. This is particularly true for certain verticals such as healthcare, hospitality, retail, and travel. A successful content marketing strategy relies on good customer feedback.

Survey 210

Survey Marketing How To Infographics 210

C3Centricity

MAY 25, 2020

Companies are changing business models as their value shifts from products to services, or even to the sale of the information they gather. Two-thirds of consumers say they’re likely to switch brands if they’re treated like a number instead of an individual. Smarter Use of Customer Information Expands Opportunities for Sales.

Technology 304

Technology Analysis Data Consumers 304

TechSee

DECEMBER 21, 2020

But keeping up with demand is only one part of the sales equation. CPGs need the resources to optimize sales potential, getting maximum return on space to maximize ROI and ensuring optimal positioning to drive sales and remain competitive. It’s all about availability, accessibility, and visibility.

Self Service 152

Self Service Management Consumers Analytics 152

BlueOcean

OCTOBER 7, 2024

It’s essential to have faith that the contact center you choose will foster a culture your agents will feel good about – and one that aligns with the culture of your own brand. Brand Representation When you partner with a contact center, their agents become your agents. Is there a sense of empowerment on the frontline?

Contact Center 156

Contact Center Culture Leadership Call Center 156