GetFeedback

JULY 19, 2019

Some are calling CX the new marketing, others are calling it the new brand. Too many companies focus on customer touchpoints. A touchpoint is any interaction that might influence the way your customer feels about your product, brand, or business. There can be dozens—even hundreds—of touchpoints.

ROI 309

ROI How To Touchpoint Hotels 309

InMoment XI

JULY 13, 2023

The key is in adapting your perspective to see these adjustments as a fine tuning rather than a complete abandonment of the preexisting travel plan. There was also emphasis on fostering a culture of ongoing learning and improvement.

Consumers 369

Consumers Financial Competitive Advantage Customer Centricity 369

GetFeedback

JUNE 12, 2019

The short answer: Customer experience (CX) is a term used to define all interactions that a customer has with your brand. I want to emphasize that the term customer experience encompasses all interactions, across all touchpoints of a customer’s journey and relationship with your brand. Let’s get started.

User Experience 329

User Experience Customer Experience Customers Interaction 329

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 Experience 195

Guest Experience Trends Hospitality Customer Journeys 195

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 14, 2020

Consider how you can use a journey map to understand how your customers experience your brand: To find points of friction for your customers so that you can reduce the effort for them. What are her concerns beyond your brand? Systems, procedures, and touchpoints. Are they traveling through your site differently?

Customer Journeys 374

Customer Journeys How To Course Touchpoint 374

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. Every touchpoint in the customer journey is an opportunity to make a lasting impression. Don’t stop with just your industry. Stay in touch with trends and predictions. Step 2: Improve.

Customer Journeys 291

Customer Journeys Customer Experience Culture Sports 291

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

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. So, we are dealing with a touchpoint that can’t pick up the request. It has been an amazing, if not exhausting, journey. All-in-one CX solution.

Customer Journeys 312

Customer Journeys CRM Technology Groups 312

GetFeedback

JANUARY 12, 2020

In CustomerThink’s recent study of 200+ CX initiatives, 74% agreed: “By 2020, customer experience will overtake price and product as the key brand differentiator.”. Briefly, the argument is that leading CX brands outperform laggards by a lot. But what about customer requests that, if implemented, would undermine the brand promise?

Customer Journeys 221

Customer Journeys How To Touchpoint Airlines 221

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

InMoment XI

APRIL 3, 2024

The customer experience—how buyers feel about their collective interactions with a brand—defines and motivates customer action. But where customer experience takes every interaction into account, the digital experience focuses more specifically on those interactions that occur with digital touchpoints.

Customer Expectations 195

Customer Expectations Meeting Customer Experience Touchpoint 195

Experience Investigators by 360Connext

APRIL 13, 2021

Interviewing customers, former customers, and almost-customers is a great way to really listen to the people who actually traveled through the customer journey. Some leaders are intimidated by the idea of contacting customers who left the brand after an unresolved incident or those who are active customers. I love talking to customers!

Customer Journeys 291

Customer Journeys How To Feedback Brands 291

ECXO

MAY 16, 2024

The touchpoints of the customer journey, i.e., the various occasions when a customer comes into direct or indirect contact with the organization, product, service, or brand, constitute the customer journey and are key to influencing the customer experience. Employees are often the first touchpoints that customers have with the company.

Customer Centricity 207

Customer Centricity Leadership Customer Journeys Touchpoint 207

Thematic

FEBRUARY 24, 2025

Analyze customer interactions across multiple touchpoints. Worse, 79% of customers will switch brands if they find a competitor with a better experience. Social media listening – Analyze comments, mentions, and discussions about your brand. Businesses need to collect, analyze, and apply customer feedback effectively.

Strategy 62

Strategy Customer Experience Social Media Handbook 62

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

CSM Magazine

JULY 13, 2022

Each one is a chance for you to nurture their interactions towards a sale, referred to as customer touchpoints. Optimizing your customer touchpoints can lead to stronger brand loyalty, more revenue, and improved sales. A customer touchpoint is any interaction a customer has with a business, from first learnings to repeat sales.

Touchpoint 69

Touchpoint Customer Journeys Self Service Chatbots 69

Maz Iqbal

NOVEMBER 11, 2014

This almost always involves looking at way of reducing customer effort at specific touchpoints e.g. call-centre, or specific customer interactions e.g. when buying something. Take a look at just about any high profile B2C brand. For me, several automotive brands come to mind immediately. What might these paths be?

Travel 107

Travel Case Study Customer Experience Leadership 107

Customer Bliss

JUNE 20, 2017

Jackie is a senior global marketer and customer experience professional with 15+ years experience in the luxury travel and hospitality industry. She actually managed the branding for Burj al Arab, considered by some to be the most luxurious hotel in the world. (It’s This is an important concept for brands to understand.

Innovation 200

Innovation Healthcare Customer Experience Net Promoter Score 200

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. This was entire-brand uniforms, by the way: flight attendants to front desk to any touchpoint of Southwest for a traveler.

Airlines 204

Airlines Hospitality Leadership Connections 204

InMoment XI

SEPTEMBER 1, 2022

Deploy Microsurveys at Key Touchpoints: Get customer feedback in the moments that matter. At InMoment, we frequently sit down with brand executives and look at real-time metrics that show how much revenue has been recovered due to their closed loop program. Why Is Customer Retention Important? Recover Customers Effectively.

Customer Retention 195

Customer Retention How To Customer Journeys Telecommunications 195

NetBase

MAY 23, 2019

How does social listening impact customer care in one of the most experiential categories – i.e., Travel & Hospitality? The longer consumers must wait for an answer – particularly when things are going wrong, but not only then – the more likely they will find another brand to do business with in the future. Here are some ways!

Travel 56

Travel Customer Care Hotels Touchpoint 56

rethinkCX

JANUARY 27, 2025

Ron is a seasoned BPO and customer experience (CX) sales leader with extensive global experience across industries such as retail, travel, healthcare, banking, technology, and gaming. Ron highlights how AI-powered analytics and automation have improved decision-making, while ensuring consistency across all customer touchpoints.

Roadmap 52

Roadmap Healthcare Call Center Travel 52

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

TechSee

SEPTEMBER 24, 2019

Sam travels often for business. With the increasing number of customer touchpoints – email, ecommerce sites, self-service channels, social media, and of course physical locations and phone-based service – companies have more opportunities than ever to interact with their customers.

Self Service 150

Self Service Strategy Customer Experience Hotels 150

DCX

JANUARY 19, 2025

From Delta’s seamless travel concierge to Dutch Bros’ culture of care, these stories remind us that great CX doesn’t just happen—it’s designed. With Flow, brands can create interactions that feel natural, breaking down barriers to customer trust and satisfaction.

Travel 52

Travel Customer Centricity Culture Brands 52

TechSee

FEBRUARY 5, 2019

Seeing is believing and millions of customers of leading global brands already understand the value of interactive visual customer support. Life’s a journey, and each trip involves interactions with multiple companies from different industries such as travel, hospitality and retail. Augmented Reality Customer Experience.

Trends 173

Trends Customer Experience Self Service ROI 173

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. Let’s dive in. What’s Next?

Video 52

Video Airlines Travel Connections 52

BlueOcean

DECEMBER 13, 2022

In fact, 56% of customers are more likely to buy from a brand if they belong to their loyalty program. Furthermore, a McKinsey report revealed that brands with top-performing loyalty programs earn a 15 to 25 percent bump in revenue thanks to their loyal customers, who are either buying more or buying more often (or both).

Loyalty Programs 177

Loyalty Programs Loyalty Rewards Programs Social Media 177

ShepHyken

DECEMBER 4, 2020

One of our questions assessed brand maturity in terms of customer experience strategy. If this airline has primarily leisure travelers (i.e. families, vacationers, infrequent travelers) the adoption of this technology will likely be low. When you offer only one better touchpoint, all the other points look and feel even worse.

Roadmap 112

Roadmap Customer Experience Airlines How To 112

Talkdesk

MARCH 17, 2020

The need for a customizable customer support solution is present in many industries and is particularly pressing for travel and hospitality. travel and tourism industry at least $24 billion in foreign spending alone. Globally, travel is predicted to fall 9.1% Proactive outreach for positive touchpoints.

Contact Center 94

Contact Center Tourism Self Service Travel 94

SurveySensum

MARCH 12, 2025

They can use cross-tab for survey responses based on: Airport of departure (JFK vs. LAX) Time of day (Morning vs. Evening flights) Cabin class (Economy vs. Business vs. First Class) They discover that JFK morning travelers in Economy experience the longest wait times, while Business passengers enjoy faster check-ins due to dedicated counters.

Analysis 52

Analysis Survey Airlines Net Promoter Score 52

Lumoa

APRIL 24, 2018

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. Ted Rubin Leading Social Marketing Strategist, Keynote Speaker, Brand Evangelist. linkedin Why? blog linkedin twitter Why? "I

System 317

System Effort Score NPS Net Promoter Score 317

Lumoa

JUNE 19, 2018

That’s exactly why TourRadar , an online marketplace for travelers to compare and book multi-day tours with ease, prefers calls to online messaging system or email when talking to dissatisfied customers. Encourage leaving customer feedback both generally about your brand and also about a single important customer touchpoint.

Feedback 150

Feedback NPS Multi-Channel Travel 150

ShepHyken

APRIL 30, 2021

Besides offering timely support, brands will use live chat for marketing and improving customer experience through value-added services like appointment booking, reminders, delivery notifications, etc.?. Customers feel most frustrated when they have to repeat their queries to agents multiple times.

Customer Service 148

Customer Service Chatbots Omni-Channel Analytics 148

Kayako

DECEMBER 20, 2018

It starts with branding. Your customer experience is part of your bigger branding picture. Your brand is what makes you stand out in the marketplace. Ideally, that branding should include your interaction with your customer. That’s what customers expect on each of their touchpoints with your business.

Ecommerce 127

Ecommerce Strategy Customer Experience Omni-Channel 127