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. Generic, one-size-fits-all communication and experiences aren’t an effective way to reach them.

Hotels 195

Hotels Guest Experience Travel Chatbots 195

Experience Investigators by 360Connext

NOVEMBER 17, 2020

Employees wrote and tied hand-written thank you notes to baggage that travelers collected after their flight. Customer appreciation efforts can be incorporated into your overall customer journey, put into regular communications, and included in employee processes and standards. I love this example from Southwest Airlines.

How To 372

How To Airlines Social Media Tips 372

BlueOcean

JULY 20, 2023

Establish the Rules of Engagement: parameters around communication, expectation on timelines and what slippage/remediation might look like. 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. Many (maybe most?)

Contact Center 294

Contact Center Travel Culture Meeting 294

Experience Investigators by 360Connext

APRIL 27, 2021

Before jumping into tactics: Know what success looks like and communicate it across the organization. Travel your customer journey , and look for quick fixes. Make a note and then communicate these quick wins. Maybe there is great brand marketing before the sale but lackluster customer communications following the purchase.

Customer Journeys 291

Customer Journeys Customer Experience Culture Sports 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. These include online travel agencies (OTAs), social media, mobile apps, and brand websites.

Guest Experience 195

Guest Experience Trends Hospitality Customer Journeys 195

TechSee

AUGUST 17, 2023

This minimizes the need for unnecessary travel and allows for preliminary assessments before deciding if an on-site visit is required. Improved customer communication: The video platform can be leveraged to enhance communication with customers.

Video 205

Video Knowledge Base Travel Tips 205

GetFeedback

FEBRUARY 15, 2019

As previously mentioned, customer service is a key aspect of customer experience, so organizations will often review email and phone communications with customers. With the prevalence of social media, customer reviews travel quick and have a broader audience. Include your employees in the process.

Strategy 322

Strategy Customer Experience Net Promoter Score Social Media 322

Customer Bliss

AUGUST 3, 2017

That research frames up everything in terms of travel options, and actually found that you can manipulate a customer’s emotional state to the point of getting them to select a specific resort. It’s interesting; take a look.

Customer Experience 236

Customer Experience Travel Touchpoint Connections 236

Customer Bliss

MAY 23, 2018

She started off doing customer service work for CUC Travel before it became Cendant Travel, and loved the work. What does the communication look like? Some process improvements referred to how communication changes could help them understand how to react to customers faster. What was it like to make a purchase?

Sports 197

Sports Customer Experience Travel B2C 197

Customer Bliss

JANUARY 30, 2020

In practical terms, this means building a ‘peace of mind’ experience for traveler customers or crafting a welcome experience to your services. Admired companies take the road less traveled to earn honor-bound relationships with customers, partners and employees. Building deliberate moments of trust based on customer needs.

Company 216

Company Hotels Insurance Travel 216

Calabrio

APRIL 23, 2020

Communicating the New Norms. Communication seems to be my hot topic through this series, and for good reason. Leadership should set best practices to maintain safe distancing throughout the office—at our desks, in the hallway and in typical gathering places like the cafeteria. Read more about our return plan on TMCnet.

Leadership 173

Leadership Guidelines Travel Resources 173

Russel Lolacher

JUNE 5, 2022

In this episode of Relationships at Work, Russel chats with technology service leader and speaker Brandon Caudle on the pros and cons of communication technology at work. The types of communication platforms organizations can use. How knowledge transfer and culture can benefit from communication technology. PLAY AND SUBSCRIBE.

Communication 93

Communication Technology Employee Engagement Culture 93

ECXO

JUNE 11, 2023

SNCF – French state-owned railway company SNCF has implemented a mobile app that provides real-time information on train schedules, delays, and cancellations, as well as personalised travel recommendations based on the customer’s preferences. This has again resulted in improved customer satisfaction and increased loyalty.

B2B 390

B2B B2C Touchpoint Customer Journeys 390

BlueOcean

AUGUST 26, 2021

A study by IdeaWorks (and widely reported on) projects that 19% to 36% of business travel is not coming back for all kinds of reasons ranging from personal risk mitigation to cost-savings. But the big plus of virtual visits is that you can shorten the timeline, as travel is removed from the equation.

Contact Center 156

Contact Center Travel Culture Infographics 156

Uniphore

SEPTEMBER 1, 2021

The Project Manager is responsible for achieving project financial and operational targets, promoting project communications, governance & best practices, resource management and forecast, and enabling customer trusted relationships. Travel Requirements. Bachelor’s degree or equivalent work experience.

Management 26

Management Travel Call Center Experience Government 26

Customer Bliss

NOVEMBER 29, 2018

She looked at all of the customer touchpoints and pain points, collected data from call centers to gather complaints and feedback, and reviewed communications previously sent to members. The council hosts in-person meetings where they have anywhere between 12 and 20 members who travel to Denver.

Chief Customer Officer 195

Chief Customer Officer Handbook System Engagement 195

Talkdesk

MARCH 16, 2021

Talkdesk and one of our customers, Upside Business Travel , have developed ways to support the small businesses most impacted, both with PPP loan distribution and forgiveness. Upside Business Travel was significantly impacted by COVID-19. With customers canceling business travel plans due to COVID-19, call and chat volumes spiked.

Financial 121

Financial Travel Banking Contact Center 121

GetFeedback

JUNE 10, 2019

Make sure your form is customized using your colors and logos so that you also communicate your identity through the survey. For example, GetFeedback allows you to add a logo, chose a certain color palette, fonts and even create a custom URL so that you can communicate your identity easily. Good feedback forms have good design .

Feedback 199

Feedback Survey Conference Airlines 199

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 has been an amazing, if not exhausting, journey.

Customer Journeys 312

Customer Journeys CRM Technology Groups 312

BlueOcean

MARCH 31, 2021

And, finally, remote work and evolving sleep habits have shifted traditional contact center communication spikes from pre/post-work hours to the middle of the day. On the flip side, it’s obvious how sectors like travel and tourism have suffered over the last year—and that means dwindling contact volume.

Omni-Channel 156

Omni-Channel Self Service Tourism Contact Center 156

Customer Bliss

APRIL 11, 2018

Bandwidth is a right, not a revenue stream,” Virgin communicates to its customers. After only its first year of business, the Virgin hotel in Chicago was named the number one hotel in the United States by the Condé Nast Traveler Readers’ Choice Awards. There is no charge for Wi-Fi. And there are no fees for early or late check-in.

Company 209

Company Hotels Insurance Banking 209

Customer Bliss

JANUARY 17, 2019

She had support from her C-Suite leaders, as the president saw the value of leading their external and internal facing communications with CX. Lisa is a customer-focused business leader using her experience across operations, marketing, communication, and business development to drive change.

Connections 190

Connections Company How To Chief Customer Officer 190

NICE inContact

NOVEMBER 8, 2019

It’s defined as communication your audience can understand the first time they read or hear it. This communication makes it easy for your audience to find and use the content you’re providing, because it’s: Clear Concise Well-organized. In worse cases, poor communication with customers could even lead to litigation.

Contact Center 136

Contact Center Self Service First Call Resolution Case Study 136

BlueOcean

DECEMBER 16, 2019

Constant and Effective Communication. If you’re offering unique holiday products, services, or sales, communication is key – and it should flow through every corner of your organization. Any other changes – such as adjusted priorities or extended hours of operation – should likewise be communicated early and thoroughly.

Contact Center 156

Contact Center Gamification Transportation Travel 156

ShepHyken

MAY 21, 2021

Content Manager at TextMagic , a cost-effective, efficient, and secure way to communicate. Get Communication Right . Communication is a key to productivity in any team, and especially a remote one. In fact, getting team communication right could halve your employee turnover rate. Don’t Be an ‘Always Online’ Team .

Customer Service 144

Customer Service Strategy Communication Culture 144

CloudCherry

JULY 10, 2019

For example, Amazon communicates shipping delays in advance and thereby, sets the right customer expectations. By incorporating customer service in customer experience, your brand can travel that extra mile and start delivering moments of delight. Request a demo.

Self Service 231

Self Service Customer Experience Customer Service Chatbots 231

ijgolding

NOVEMBER 22, 2017

I must confirm that the focus of my blog is not switching from Customer Experience to travel! As I travel so much, when I am able, I will take the opportunity to take Naomi, the long-suffering Mrs Golding, to our absolute favourite – a culinary delight in a suburb of Chester called Hoole. So why am I telling you this?

Travel 379

Travel Customers Social Media Banking 379

BlueOcean

SEPTEMBER 30, 2018

The more mundane details of the SOW should be included here too: from billing and payment specifics, travel expenses, and term agreements to warranties, liabilities, insurance, compliance, and confidentiality. It also holds everyone accountable to the role they’re supposed to play.

Contact Center 192

Contact Center Automotive Metrics Roadmap 192

AWS Machine Learning

NOVEMBER 1, 2024

Decentralized clinical trials reduce the need to travel to study sites by lowering the financial burden on all parties involved, thereby accelerating patient recruitment and reducing dropout rates. The main sources of these are usually associated with the intensive energy use associated with research premises and air travel.

Travel 121

Travel Study Metrics Data 121

ECXO

MAY 16, 2024

The customer-centric leader stays on top of customer insights A customer-centric leader, tuned into the customer voice, not only shares customer opinions but also communicates insights internally. This communication is crucial for engaging the whole team to act on customer insights and implement actions quickly.

Customer Centricity 207

Customer Centricity Leadership Customer Journeys Touchpoint 207

CX Accelerator

OCTOBER 21, 2019

A Unified Communication/Video Tool. Having the ability to meet, communicate, screen share, and host training sessions with the click of a button is a game-changer. And having a log of all our communications in one spot helps us stay organized. Outside of work, she loves cooking, traveling, and reading.

Tools 208

Tools Customer Experience Social Media Customer Journeys 208

TechSee

DECEMBER 21, 2020

Monitoring on-shelf availability and visibility can be a real problem when there’s no one around to detect the blind spots, and having area managers spend long hours traveling from store to store to verify and approve inventory placement is not ideal. All it takes is a smartphone camera.

Self Service 152

Self Service Management Consumers Analytics 152

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. For example, when a customer submits a claim, on whichever communication channel (phone, online, app, etc.),

Case Study 48

Case Study Conference Fashion Customer Expectations 48

ShepHyken

JULY 12, 2022

An example from the hospitality industry is if it is a family that hasn’t travelled since the pandemic started and is concerned about health, employees need to have the information and tools to give the customers confidence in a safe travel experience. Find out what the customers’ end goals are. New York Times ?bestselling

Hospitality 122

Hospitality Customer Confidence Travel Guidelines 122

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. . Use SMS, if the customer has agreed to that method of communication. . As my trip progressed, I got email requests for feedback at each step.

Customer Journeys 365

Customer Journeys Touchpoint Survey Measurement 365

BlueOcean

AUGUST 27, 2020

From your kid’s first day of school to your epic summer travel plans to your favorite team’s season tickets. They should be able to clearly communicate their plans and transparently share their biggest hurdles. Frequent and structured communication for the duration of the implementation process is a must.

Customer Care 156

Customer Care Contact Center Sports Case Study 156

ShepHyken

DECEMBER 4, 2020

If this airline has primarily leisure travelers (i.e. families, vacationers, infrequent travelers) the adoption of this technology will likely be low. Last but not least, allocate funding for your customer experience communications. Often, this is overlooked and/or underfunded. It takes time.

Roadmap 115

Roadmap Customer Experience Airlines How To 115