QuestionPro Audience

MAY 4, 2018

Unfortunately, nagging myths about market research often stall and crash brands as they navigate shifting times full of digital breakthroughs and sophisticated audiences. What’s more, continuous research can unveil hidden motivations and desires in audiences, which is potentially game-changing for a brand. ONCE IS ENOUGH.

Brands 191

Brands Marketing Social Media Survey 191

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

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?

Healthcare 447

Healthcare Culture Travel ROI 447

Brandwatch CX

AUGUST 1, 2024

Discover how luxury travel trends are evolving despite economic challenges. Learn about consumer preferences and how brands can meet new expectations.

Travel 98

Travel Trends Meeting Consumers 98

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

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

Experience Investigators by 360Connext

DECEMBER 15, 2014

” These might not actually be their brand advocates , or even those who take the time to express any appreciation for good service. Flyers who pay full-fare and travel several times per week are invited to enjoy special perks such as chauffeured rides to the airport and private check-ins. Herein lies the rub. Welcome everybody.

Loyalty Programs 268

Loyalty Programs Airlines Social Media Loyalty 268

InMoment XI

MARCH 31, 2020

The Results Are In The UK Consumer Study produced by Bain & Company in partnership with MaritzCX is the first comprehensive annual survey of major UK industries and sub-industries, including Automotive, Travel, Logistics, Utilities, Technology and Media. The data identifies the brands that UK customers consider to. View Article.

Study 221

Study Consumers Automotive NPS 221

Brandwatch CX

AUGUST 1, 2024

Discover how luxury travel trends are evolving despite economic challenges. Learn about consumer preferences and how brands can meet new expectations.

Travel 88

Travel Trends Meeting Consumers 88

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

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

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

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

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

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

ECXO

DECEMBER 25, 2024

Building loyalty: Satisfied customers are more likely to become repeat buyers and brand advocates, boosting lifetime value. Why It Works: Personalization makes customers feel understood, increasing their likelihood of repeat purchases and brand loyalty. Segment your audience based on behavior, demographics, and preferences.

Customer Experience 156

Customer Experience Customer Journeys Social Media e-support 156

ShepHyken

JANUARY 28, 2025

Brands can now integrate perks and incentives directly into their primary products and services using apps and digital platforms. For example, many prefer booking their travel through their bank’s credit card programs, which offer points or perks that can be used for flights, hotels, or car rentals.

Loyalty Programs 85

Loyalty Programs Loyalty Customer Experience Rewards Programs 85

Experience Investigators by 360Connext

NOVEMBER 17, 2020

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? Hotel brands sometimes thank customers for their 10th or 100th stay. Ways a brand has thanked you as a customer.

How To 372

How To Airlines Social Media Tips 372

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. Stay in touch with trends and predictions.

Customer Journeys 291

Customer Journeys Customer Experience Culture Sports 291

BlueOcean

JULY 20, 2023

Yes, there’ll be travel and calendars to coordinate. Assuming you don’t want to go through the same old RFP process every couple of years, in-person vendor pitch sessions provide the needed time and interaction to build trust, get to know each other, and more intimately understand each other’s business model, brand, and culture.

Contact Center 294

Contact Center Travel Culture Meeting 294

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

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

GetFeedback

NOVEMBER 25, 2019

Internet Travel Services: 78%. One more thing— We recently partnered with TEDx Speaker and CX expert Jeannie Walters to launch a webinar where we discussed how leading brands are measuring CSAT and using these insights to improve the customer experience. Internet Investment Services: 79%. Internet News and Opinion: 75%.

Customer Satisfaction 293

Customer Satisfaction Industry Effort Score Apparel 293

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

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

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. This generates trust.

Customer Experience 196

Customer Experience Hospitality Leadership Culture 196

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

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

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

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

Lumoa

MAY 29, 2018

It’s no longer a secret that people who love brands will talk about those brands with their friends and family. Upselling is a common practice in many industries, one particular example being the low-cost air travel. Have you ever paid for additional luggage space, travel insurance or on-board catering?

Engagement 207

Engagement How To Travel Hospitality 207

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

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

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

CloudCherry

JULY 10, 2019

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. Brands should offer detailed user guides and feature descriptions, along with a set of frequently asked questions to their users. Customer feedback.

Self Service 231

Self Service Customer Experience Customer Service Chatbots 231

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