Optimove

DECEMBER 12, 2019

Last week, we posted here the six super-useful workshops from Day 1 of our global CRM leadership event, PostFunnel Summit, that took place late October. But there are so many more wonderful bits of CRM knowledge from those two days that we must share. Louise Mian, Director of CRM, Lifesum. Moderator: Greg Sterling.

CRM 69

CRM Ecommerce Travel Fashion 69

C3Centricity

OCTOBER 1, 2019

hotel #travel #leisure #CustomerSatisfaction Click To Tweet. CRM #CEX #CustomerSatisfaction Click To Tweet. CEX #CRM #CustomerSatisfaction #CustomerCentricity Click To Tweet. quote @TimCook #CEX #CRM #CustomerSatisfaction Click To Tweet. CEX #CRM #CustomerSatisfaction #CustomerDelight #CustomerCentricity Click To Tweet.

Customer Satisfaction 245

Customer Satisfaction Hotels Marketing Customer Centricity 245

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. Today even as people are returning to stores, the share of purchasing due to eCommerce continues to increase steadily.

Customer Service 292

Customer Service Ecommerce Effort Score e-support 292

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

AWS Machine Learning

DECEMBER 10, 2024

Outside of work, he enjoys spending time with his family, traveling, playing violin, and bouldering. James Gung is a Senior Applied Scientist at AWS whose research spans diverse topics related to conversational AI and agentive systems. Najih is a Senior Software Engineer at AWS Q Business.

CRM 100

CRM System Customer Relationship Management Examples 100

C3Centricity

MAY 25, 2020

” What these three companies demonstrate perfectly is that technology has merely enabled the consumer to get more of what they want, whether that is travel, retail or entertainment. CEX #CRM #CustomerSatisfaction Click To Tweet. CEX #CRM #Customer Click To Tweet. In Conclusion.

Technology 304

Technology Analysis Data Consumers 304

CSM Magazine

OCTOBER 30, 2024

How to do it: Acknowledge their feelings: Phrases like “I can imagine how that feels” can be comforting if they’ve issues with travel itineraries or similar. How to do it: Set reminders: Use a CRM system to track follow-up dates. How to do it: Use CRM systems: Keep track of customer interactions and preferences.

Tips 52

Tips Customer Service Customer Experience CRM 52

CSM Magazine

JANUARY 3, 2025

Integration with Existing Customer Support Platforms Seamless integration with existing systems like CRM and ticketing platforms is crucial for streamlined operations and efficient data management. Einsteins integration with Salesforces CRM platform ensures that all customer data is centralized and easily accessible.

Tools 52

Tools e-support Customer Satisfaction Travel 52

CloudCherry

JULY 10, 2019

On the other hand, a b2b company that sells CRM software will have questions about the customer’s industry, the number of employees they have, and their location. 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

Interactions

MAY 20, 2021

With travel restrictions decreasing and consumers feeling more comfortable leaving their homes, this summer will see a rebound in traffic after a year-long hibernation. According to new research by Zapwater Communications , 65% of Americans are looking forward to traveling again, both internationally and domestically.

Hospitality 62

Hospitality Travel Brands Self Service 62

ijgolding

MAY 17, 2018

Today I am absolutely delighted to share my final interview with Genevieve Bruketa-Baskovic – an amazingly well travelled Customer Experience Professional who is passionate about doing everything she does with the customer in mind – enjoy…. My father was actually in the French Foreign Legion and as a result, we travelled a lot.

Travel 164

Travel Hotels Customer Experience Feedback 164

Maz Iqbal

SEPTEMBER 12, 2015

And then in September I was asked to lend a hand in a CX centred next generation CRM and omnichannel programme. Given the demands on my time I will be keeping this conversations short – at … Continue reading Customer Experience: The Road Less Travelled First, I took time out for a month of holidays.

Travel 48

Travel Customer Experience Omni-Channel CRM 48

Beyond Philosophy

MARCH 15, 2019

I was leading a team of 15 people in a project to purchase a new CRM for the organization, a large investment with big repercussions for our day-to-day operations. Surprisingly, we went with the emotional decision and chose another company’s CRM. Spoiler alert: It worked out well with the CRM we chose.

CRM 112

CRM Travel B2B Consulting 112

TechSee

JUNE 16, 2022

Sharad is the Managing Director (Strategy and Analytics) and global leader in the Applied Intelligence practice at Accenture, with deep expertise in AI-powered customer engagement, and the enterprise-wide adoption of AI across industries, including insurance, communications, travel, and health care.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

AWS Machine Learning

NOVEMBER 6, 2023

Additionally, the solution detailed in this section allows you to integrate with your Customer Relationship Management (CRM) system to automatically update your CRM of choice with generated call summaries. You can also integrate the generated response automatically into your CRM system.

Contact Center 133

Contact Center CRM Analytics Average Handle Time 133

NICE inContact

MAY 10, 2019

CXone enables WebHelp to provide seamless integration across various interaction channels, together with a 360° view of customer data for agents to support personalisation via integration with Swedish Rail’s current CRM environment. For Swedish Rail and its partner WebHelp, the journey continues.

Self Service 27

Self Service Customer Experience Social Media Omni-Channel 27

C3Centricity

APRIL 17, 2019

CRM #CEX #CustomerCentric #CustomerFirst Click To Tweet. Brand #Relationships #CEX #CRM #Marketing Click To Tweet. But without the need for the travel and resource investments I myself made! Heart-centered or “just” customer-centric? Or are you not even there yet? Which type of business is yours? Or are you not even there yet?

Marketing 227

Marketing Technology Customer Centricity Conference 227

CSM Magazine

FEBRUARY 12, 2025

Additionally, offering small yet impactful gestures, such as care packages for long-distance travel or discounts for return customers, takes the service beyond expectations. CRM Tools help companies manage individual customer details to provide personalized service seamlessly. These thoughtful touches leave a lasting impression.

Customer Service 52

Customer Service Company Transportation Exceptional Customer Service 52

Optimove

JULY 6, 2020

Optimove created PostFunnel Events Series to give the growing B2C CRM community a home and to facilitating insightful conversations about Relationship Marketing (while munching on great food). Eye for Travel Amsterdam. Eye for Travel Amsterdam. Events and Conferences. Calendar and more info here. Global Gaming Expo (G2E).

Sports 90

Sports B2C Travel Conference 90

NICE inContact

NOVEMBER 8, 2019

When Sabre Travel introduced plain language guidelines to help customers install flight information system, annual calls to Sabre’s help desk dropped 70%, resulting in savings of more than $2.4 Integrate CRM in your contact center platform for 360-degree customer insight. This will improve the self-service experience for customers.

Contact Center 136

Contact Center Self Service First Call Resolution Case Study 136

Vonage

MAY 8, 2017

You need to design a comprehensive training programme, so that everyone starts with the same goals and methods in mind – and this must include how best to record information in your CRM system. Make sure you’re hiring the right people (at the right time).

Sales 159

Sales Tips Training Travel 159

Forcivity Salesforce

FEBRUARY 13, 2022

Salesforce’s all-in-one sales platform solutions creates and supports customer relationship management (CRM) software , creating one reliable CRM tool that all departments can utilize. Having the right CRM tool that scales with your company is vital. Increase sales with a cloud-based CRM. Let's talk.

CRM 52

CRM Sales Effort Score Customer Relationship Management 52

Method:CRM

JULY 29, 2022

To provide the best customer experience, you need the right tools behind you, like customer relationship management (CRM) software. But with all the options available, which one is the best CRM for customer service? Read on for the best CRM tools for customer service in 2023 and beyond! What is CRM software?

CRM 52

CRM Customer Service Self Service Knowledge Base 52

BlueOcean

DECEMBER 13, 2022

Part of the issue lies in the CRM and communications strategies–they simply aren’t always aligned, which allows inconsistent messaging to customers. According to Bond , “the power of loyalty programs often trains an organization to optimize the program instead of optimizing loyalty.”

Loyalty Programs 177

Loyalty Programs Loyalty Rewards Programs Social Media 177

Forcivity Salesforce

JUNE 25, 2021

Jolt Consulting Group, now operating as Forcivity , has helped several manufacturing businesses implement new CRM solutions to improve and make key upgrades to existing systems. To learn more about how Allendale Machinery Systems uses CRM, check out the Allendale case study. Let’s dive in.

CRM 52

CRM Company Case Study Study 52

Maz Iqbal

DECEMBER 27, 2014

And there are all kinds of people using this station: older couples, middle aged folks, youth, male, female, business folks, leisure travellers etc. Incidentally, the lack of consideration of the end users experience based needs is the reason that most CRM systems fail to be adequately adopted and thus fail to generate the promised benefits.

Customer Experience 99

Customer Experience Customer Philosophy CRM Fashion 99

Customer Bliss

SEPTEMBER 14, 2016

Customer Relationship Management (CRM) software allows businesses to stay informed about their customers and their behaviors. By doing so, CRM analytics provide information that enables the company to make better business decisions in response to the data. What Tool Should I Use to Measure Customer Experience Metrics?

Metrics 100

Metrics Strategy Customer Experience Contact Center 100

NICE inContact

OCTOBER 4, 2019

While shopping, at the movies, cooking dinner, waiting in line, or traveling. Prioritization can be based on many things, such as source origin, CRM data, keywords or number of likes, comments, shares, retweets, or followers. It means customers can raise a question, voice a complaint or just share their feelings at, literally, anytime.

Airlines 138

Airlines Social Media Travel Metrics 138

Kayako

MAY 11, 2017

Similarly, companies that utilize CRM software see a drastically different percentage of their sales quotas met than those that do not: In short, use of both predictive analysis and customer retention management systems are essential if you want to be able to provide the best service possible to your customers.

How To 248

How To Case Study Customers Industry 248

Kitewheel

JANUARY 25, 2019

After recently booking a flight for a transatlantic business trip, I received this email from the travel firm. From a traveller’s point of view: It immediately casts doubt in their mind as to whether the booking has been registered correctly or not. What is the impact to the Travel Companies? Take for example, the email below.

Travel 40

Travel Transportation e-support Customer Journeys 40

Esteban Kolsky

OCTOBER 16, 2018

In the 1995 mini-series The Langoliers ( here it is, in YouTube, in all it’s three+ hours of wonderful made-for-TV acting ) based on the Stephen King book Four Past Midnight , we follow a plane that time-travels. This is what CRM was supposed to accomplish, and was heavily marketed until about 10 years ago. end up in the past.

Travel 116

Travel CRM Data Customers 116

Maz Iqbal

OCTOBER 26, 2014

Does the successful implementation of a new CRM systems and the associated way of showing up and operating in the organisation yield to a specific method? If I look at how it is that we show up and travel then it occurs to me that we operate on the basis that the answer is an unequivocal YES. You may disagree.

Leadership 96

Leadership CRM Employee Engagement Culture 96

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% The consequences are estimated to cost the U.S.

Contact Center 94

Contact Center Tourism Self Service Travel 94

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. Even before the pandemic, this new client was anxious about switching over from the same outsourcer they’d had for years while concurrently launching a new CRM. The pandemic has put a thousand things on hold.

Customer Care 156

Customer Care Contact Center Sports Case Study 156

Lumoa

APRIL 24, 2018

Peter Lavers Customer Experience and CRM Expert. For example, if they worked for the travel sector, it would make sense to ask NPS. Mitch Lieberman CRM Industry Advisor, Speaker, Award-winning Blogger. So while I'd recommend this as a tool for those who want to gather the right feedback, I wouldn't say it's the only one.

System 317

System Effort Score NPS Net Promoter Score 317

BirdEye

APRIL 1, 2025

Guest reviews influence booking decisions Modern travelers approach hotel bookings with the same diligence as major purchasesthey read reviews, compare options, and base decisions on peer feedback. Use guest data from your PMS or CRM to tailor amenities, greetings, and recommendations.

Hotels 52

Hotels Management Guest Experience Hospitality 52

Thematic

DECEMBER 9, 2019

I still remember one time my husband and I travelled from New Zealand to Singapore with our two little kids. We were on our way to do a European work and travel adventure and decided to spend a few days in Singapore. The intuitive answer is no, since their industry is hospitality / travel. They were 7 months and 2.5

Feedback 126

Feedback Travel Voice of Customer Hospitality 126