InMoment XI

JANUARY 17, 2024

In the dynamic world of hospitality, the ability to manage and enhance the guest experience often spells the difference between those who win and those who get left behind. What is Guest Experience? A positive guest experience involves going beyond basic customer service. Guest experiences impact reputation.

Guest Experience 195

Guest Experience Trends Hospitality Customer Journeys 195

ECXO

DECEMBER 25, 2024

In the sometimes lunatic world of business, companies often find themselves walking a tightrope between the relentless pursuit of growth and the need to create outstanding customer experiences. Foster a culture where employees feel valued and motivated to deliver exceptional service.

Customer Experience 156

Customer Experience Customer Journeys Social Media e-support 156

BirdEye

FEBRUARY 20, 2025

Employees can share their experiences, building a transparent view of company culture. It lets customers leave detailed service reviews about their shopping experience, covering everything from product quality to delivery times. Birdeyes Reputation Score gives businesses areas for improvement and boosts ratings.

Automotive 94

Automotive Insurance Healthcare Hospitality 94

Michel Falcon Experience

APRIL 11, 2019

Earlier this year, Jayson Gaignard, WeWork and I hosted a fireside chat where Jayson interviewed me about my People-First Culture book. Company culture, customer experience, and employee engagement, and how all those three work together to build an admired, profitable company. How was the culture at 1-800-GOT-JUNK?

Culture 60

Culture Leadership Hospitality Meeting 60

Happy or Not

APRIL 1, 2025

Metrics such as Net Promoter Score (NPS) , Customer Effort Score, and Customer Satisfaction score help brands measure customer satisfaction and improve customer journey. Tracking net promoter score (NPS) and other satisfaction metrics allows companies to measure success and identify new growth opportunities.

Feedback 36

Feedback Net Promoter Score Effort Score Customer Retention 36

SurveySparrow

JUNE 28, 2023

Monitor key metrics such as customer satisfaction scores , Net Promoter Score (NPS), and customer journey analytics to identify areas of improvement. Thus, data-driven decision-making allows you to prioritize optimization efforts based on tangible evidence rather than assumptions.

Customer Experience 52

Customer Experience Customer Journeys Net Promoter Score Customer Centricity 52

Kustomer

SEPTEMBER 9, 2021

Creating a customer-centric culture can mean a lot of things. Justin’s secret to winning them over is to make CX presentations all about how your team’s efforts succeed with hard data, not just opinions and feelings. The customer game’s simple – as Justin puts it, “There’s no winner or loser in customer experience.

Effort Score 85

Effort Score Contact Center Self Service Metrics 85