NetBase

AUGUST 5, 2020

The global travel industry is testing the waters very carefully as it plans ahead for crisis recovery. And monitoring consumer behaviors and emerging trends will show them when and where to start promoting destination travel again. How the industry is preparing to move forward and tackle consumer concerns.

Travel 98

Travel Industry Social Media Hotels 98

ijgolding

MAY 11, 2016

Since 2008, business related ‘horror stories’ continue to shock consumers – from Tesco, to Mitsubishi. That phenomenon is you and I – the consumer. It is impossible to go online these days without seeing some form of ‘customer driven measurement’. Sadly, the global economic collapse on which the plot is based was not fiction.

Measurement 120

Measurement Customer Experience Company Banking 120

GetFeedback

JULY 19, 2019

Research reflects it, too: 76% of consumers expect companies to understand their needs and expectations. 2: identify the VoC data that best helps you measure your performance . But, remember this: the goal isn’t to measure everything. The goal is to measure the right things. The goal is to measure the right things.

ROI 309

ROI How To Touchpoint Hotels 309

BlueOcean

JULY 20, 2023

Yes, it’s more time-consuming and potentially more costly. Yes, there’ll be travel and calendars to coordinate. They may appear to measure up on paper and through a screen, but the differentiators will really present themselves through face-to-face interaction. The Shortlist Pitch Best Format: In-person, your place or theirs.

Contact Center 294

Contact Center Travel Culture Meeting 294

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. What consumers really want is personalization in the customer service experience. 66% of consumers expect brands to understand their individual needs.

Customer Service 296

Customer Service Ecommerce Effort Score e-support 296

C3Centricity

MARCH 15, 2018

Consumers are adapting their behaviours to the trading of their personal information. However, cutting costs, selling less attractive business units (such as US candy to Ferrero) to upgrade their image will not bring sufficient change that consumers demand of large corporations today. 63% of millennial consumers agree they’re.

Data 312

Data Retail Analysis Analytics 312

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

Lumoa

APRIL 24, 2018

I would NEVER rely on NPS as the only measurement of customer perception." 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. blog linkedin twitter Why?

System 317

System Effort Score NPS Net Promoter Score 317

C3Centricity

MAY 25, 2020

Consumers are adapting their behaviours to the trading of their personal information. However, cutting costs, selling less attractive business units (such as their US candy business to Ferrero completed in 2018) in the hope of upgrading their image, will not bring sufficient changes that consumers demand of large corporations today.

Technology 304

Technology Analysis Data Consumers 304

ECXO

DECEMBER 25, 2024

Modern consumers have grown accustomed to seamless, tailored, and instant interactions, whether theyre ordering coffee, streaming their favorite show, or scheduling a service. Measure CX Impact on Business Metrics What to Do: Track CX metrics like NPS, Customer Satisfaction (CSAT), and Customer Effort Score (CES).

Customer Experience 156

Customer Experience Customer Journeys Social Media e-support 156

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! Which COVID-19 Related Consumer Behavior Shifts Are Here To Stay?

Self Service 199

Self Service Airlines Hospitality Travel 199

NetBase

JUNE 11, 2020

Travel will look very different in the coming months and Easyjet is taking a proactive approach to getting out ahead of these changes. They seek to accommodate even the youngest of travelers by offering comic book inspired face coverings to make wearing masks a little less intimidating. The New Face of Travel. Let’s take a look!

Travel 60

Travel Airlines Hotels Social Media 60

NetBase

APRIL 3, 2020

Capturing the social voice of the traveler during Covid-19 is not a simple task, as it requires expert filtering to boil down the data to actual, and inevitably actionable proof points. And to begin to sort this out, brands need a way to harness insight to answer questions around what travelers are saying.

Travel 70

Travel Comparison Hospitality Social Media 70

AWS Machine Learning

JANUARY 24, 2025

For example, Scope 1 Consumer Apps like PartyRock or ChatGPT are usually publicly facing applications, where most of the application internal security is owned and controlled by the provider, and your responsibility for security is on the consumption side. In his free time, Tej enjoys music, playing basketball, and traveling.

Knowledge Base 112

Knowledge Base Groups Data How To 112

TechSee

FEBRUARY 5, 2019

ROI is fundamental, as C-suite executives at leading service providers demand measurable returns from their outlay. Increasingly tech-savvy consumers now have a greater ability – and desire – to handle issues on their own terms, and the providers which embrace this trend will be able to reap the rewards. Episode Management.

Trends 173

Trends Customer Experience Self Service ROI 173

TechSee

OCTOBER 7, 2024

Cost Savings and Sustainability Impact Visual intelligence reduces the need for technician dispatches, trimming operational costs while also lowering carbon emissions associated with travel. Reduced technician dispatches not only save costs but also lower carbon emissions associated with travel.

ROI 124

ROI First Call Resolution Travel Return on Investment 124

ijgolding

OCTOBER 16, 2014

Before I share the story, I must point out that at a time when Customer Effort is being ever more discussed by organisations, I am hearing and reading stories every day that seem to suggest that the poor consumer is being subjected to ever increasing amounts of unnecessary ‘waste’! My blood pressure was rising by the minute.

Customer Retention 287

Customer Retention Customers Customer Journeys Travel 287

QuestionPro Audience

JULY 26, 2018

Before even beginning any creative project, you should have a detailed breakdown of who will consume your content (just as you would for any sales or marketing campaign). Even the most off-the-wall, imaginative radio ads have a serious ROI that can be keenly measured. The measuring doesn’t end there. What is it exactly?

Roadmap 170

Roadmap Advertising Return on Investment ROI 170

GetFeedback

JUNE 10, 2019

Surveys are also a way for a brand to present itself in front of consumers. Leave plenty of white space: Your form should appear uncluttered and visually clean so that people don’t feel it’ll be time-consuming and difficult to fill in. Use the forms as if they were one of your products. This increases time, effort, and frustration.

Feedback 199

Feedback Survey Conference Airlines 199

AWS Machine Learning

FEBRUARY 28, 2025

We used the same KPIs as in the previous setup to measure efficiency and performance under these optimized conditions, making sure that cost reduction aligned with our service quality benchmarks. A total of 20 pods utilized half of the GPUs 16 GiB memory and fully consumed the GPU processor, leading to increased processing times.

Video 102

Video Communication Resources Travel 102

Kayako

DECEMBER 20, 2018

Certain KPIs might be relevant for you while others may not, depending on what you’re trying to measure and accomplish. Measuring the right KPIs gives you the right information about your business ventures and your customer. Through selling online, everything is measurable. Product experience itself. It starts with branding.

Ecommerce 151

Ecommerce Strategy Customer Experience Omni-Channel 151

Thematic

FEBRUARY 24, 2025

Studies show that 73% of consumers will switch to a competitor after multiple bad experiences, and more than half will leave after just one. Why Multi-Channel Analysis Matters 60% of consumers have purchased from a brand solely based on the service they expected to receive.

Strategy 62

Strategy Customer Experience Social Media Handbook 62

Currency Alliance

JUNE 1, 2020

This isn’t just a casual observation, but a sign of a widespread consumer trend which every loyalty marketer should be thinking about. Consumers are becoming a lot more deliberate in their pursuit of pleasure – but also a lot more deliberate in other spending categories. Non-travel brands should consider something similar.

Loyalty 72

Loyalty Consumers Marketing Loyalty Programs 72

Experience Matters

OCTOBER 13, 2015

Here’s the executive summary: Many companies use Net Promoter® Score (NPS) to evaluate their customer loyalty, so we measured the NPS of 291 companies across 20 industries. For most industries, older consumers gave companies a higher NPS, while younger consumers gave companies a lower NPS.

Net Promoter Score 120

Net Promoter Score Study Report NPS 120

NetBase

FEBRUARY 7, 2020

And it has consumers and investors talking, while creating a host of opportunities for the airline. And looping back to the consumer impact, we see lots of opportunity there as well. Carbon Neutral Consumer Impact. Having made this move first is something that will be remembered by consumers. Social listening reveals all.

Consumers 67

Consumers Airlines Trends Social Media 67

TechSee

APRIL 30, 2019

Well, let’s look at things from the consumer’s perspective. Kevin and Beth are planning their honeymoon to Hawaii and need to choose a travel insurance provider. The agent asks a series of questions, including dates of travel, destination, dates of birth and some health-related details. What is CES?

Effort Score 126

Effort Score Self Service Customer Service Representative Travel 126

AWS Machine Learning

JANUARY 28, 2025

OTPS is influenced by: Model size and complexity Length of the generated response Complexity of the task and prompt System load and resource availability Calculation: OTPS = Total number of output tokens / Total generation time Interpretation: Higher is better End-to-end latency (E2E) measures the total time from request to complete response.

User Experience 73

User Experience Metrics System Travel 73

InMoment XI

APRIL 3, 2024

It sets the tone for the entire company/consumer relationship. The digital customer experience has become an essential part of the way that consumers navigate the marketplace. It is common for consumers to switch channels multiple times throughout the course of an interaction. Why is Digital Customer Experience Important?

Customer Expectations 195

Customer Expectations Meeting Customer Experience Touchpoint 195

ShepHyken

JANUARY 20, 2020

(CustomerThink) Customer Effort Score is a popular metric used to measure customer service satisfaction using one single question. My Comment: “Customer Effort” is a great way to measure the convenience of when a customer needs to connect with a company for help or to have a problem solved.

Customer Service 96

Customer Service Loyalty Programs Effort Score Self Service 96

BlueOcean

MARCH 31, 2021

Backed up orders, ticket back logs, and overwhelmed websites will all lead consumers to their phones, whether it’s to make a direct phone call or to scroll through self-service options. 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 Tourism Self Service Contact Center 156

NetBase

JUNE 1, 2020

SMWONE was an entirely online event this year and NetBase Quid was an eager participant in a good number of panels, sharing consumer and market intelligence insight. How some of the world’s largest travel brands are using social listening to help identify content strategy and program initiatives.

Consumers 64

Consumers Marketing Social Media Analytics 64

Forrester

OCTOBER 5, 2016

In its early days, the online travel industry focused on speed, ease-of-use, and cost-effectiveness. That was a great start but it didn't go far enough: Travel is a complex and often daunting purchase decision -- one layered with conflicting emotions like aspiration, excitement, and even fear. Read more.

User Experience 90

User Experience Customer Experience Travel Innovation 90

BlueOcean

SEPTEMBER 23, 2021

Conversely, another client is a global leader in travel insurance. As the pandemic spread and travel restrictions took over the world, volume plummeted. As international travel resumes gradually, our team is back in action, albeit at a reduced capacity. In March of 2020, they were our third largest client.

Travel 156

Travel Trends Customer Care Retail 156

InMoment XI

SEPTEMBER 1, 2022

How Is Customer Retention Measured? The fact of the matter is that today’s customers have more options than ever before when it comes to purchasing products and services. So, if you aren’t working purposefully to keep those customers, it’s likely they will go somewhere else. Well, let’s do some math here. Why Is Customer Retention Important?

Customer Retention 195

Customer Retention How To Customer Journeys Telecommunications 195

AWS Machine Learning

APRIL 21, 2023

Batch inference is a common pattern where prediction requests are batched together on input, a job runs to process those requests against a trained model, and the output includes batch prediction responses that can then be consumed by other applications or business functions. Outside work, Sovik enjoys traveling and watching movies.

Training 102

Training Consumers Policies Data 102

BlueOcean

MAY 29, 2019

And it’s why – for the same reason you wouldn’t throw down thousands of dollars on a house you haven’t walked through – we recommend always conducting site visits before diving into the time-consuming RFP process. Ease of travel. Process vs Strategy. The procurement process can be a thing of beauty. Safety and security.

Contact Center 185

Contact Center Culture Comparison Exercises 185

ijgolding

JANUARY 18, 2018

On CX Day, in October 2017, I wrote another article that started to voice my concerns about the ‘direction of travel’ for Customer Experience as a discipline and a profession. I don’t know about you, but I can think of a number of countries (including my own) that should take note of something like this.

Customer Experience 0

Customer Experience Government Customer Centricity Case Study 0