InMoment XI

MAY 14, 2022

Understanding where you sit in your competitive universe is important, but unless you know the reasons why consumers choose products or brands, a clear and actionable path to meaningful customer experiences will remain a mystery. Step #3: Engineer a Clearly-Defined—and Customer-Aligned—Brand Identity.

Brands 370

Brands Retail Loyalty Competitive Advantage 370

InMoment XI

AUGUST 1, 2024

These tools help identify the emotions and attitudes expressed by customers, converting qualitative feedback into quantifiable insights. After analyzing the data, assign numerical values to calculate the overall customer sentiment score.

Measurement 195

Measurement Effort Score How To Hotels 195

ECXO

JUNE 11, 2023

Higher sales and a more loyal customer base. This has resulted in increased bookings and customer satisfaction, and has helped Airbnb disrupt the hospitality industry.

B2B 390

B2B B2C Touchpoint Customer Journeys 390

Very Best Service

FEBRUARY 8, 2025

This article delves into industries particularly well-suited for social customer service, exploring the reasons behind their success and highlighting best practices that set the standard. This proactive approach not only addresses immediate concerns but also fosters customer loyalty in a highly competitive market.

Industry 52

Industry Customer Service Social Media Healthcare 52

Customers Rock!

AUGUST 28, 2010

While those media may have their place in attracting prospects, they don’t help companies with their most valuable asset: their existing customer base. Taking care of existing customers is a fantastic, cost-effective way to grow your business. Customer loyalty comes from more than just great products and services.

Fashion 190

Fashion Hospitality Advertising B2B 190

Thematic

OCTOBER 30, 2024

VoC analysis helps businesses identify what drives customer loyalty and satisfaction, enabling them to implement changes that resonate with their audience. By addressing issues highlighted by customers, companies can build stronger relationships, resulting in a loyal customer base that is less likely to switch to competitors.

Voice of Customer 62

Voice of Customer Examples Industry Handbook 62

ECXO

MARCH 21, 2023

Journey Map Your way to Customer Experience Maturity in Just 8 Steps + 12 with CX and EX Customer experience culture is a set of values, beliefs, and behaviors that a company adopts in order to create a customer-centric culture. Based on the company ‘’mindset’’ and approach. You can also support and donate to The Lab.

B2B 295

B2B Customer Experience Roadmap Net Promoter Score 295

CSM Magazine

MARCH 19, 2025

SaaS Companies: Breaking Language Barriers A software company expanded into new markets and needed multilingual customer support. AI-powered translations helped them reduce localization costs by 50% while maintaining high-quality interactions with international customers. Its the present and future of customer support.

e-support 59

e-support Chatbots Competitive Advantage Case Study 59

CSM Magazine

NOVEMBER 19, 2020

Like any customer facing industry, the world of hospitality is built on customer service. For those in ownership and management roles within the sector, understanding the importance of service to the customer experience is absolutely paramount. Back your team.

Hospitality 52

Hospitality Industry Customer Service Hotels 52

CSM Magazine

MARCH 28, 2025

Whether its over the phone, by a chat function or email, customers can get the support they need and other industries can do similarly to give their own customers the best experience possible should an issue arise. Also, hospitality culture is ingrained into the casino industry.

Company 52

Company Customer Service Hospitality Exceptional Customer Service 52

Hello Customer

APRIL 8, 2020

It's an understatement to say that hospitals had to reorganise. Not only do they need sufficient capacity for patients struck by the COVID-19 virus, but most hospitals also cater to patients with other worries. Once they're back home, a patient receives a Hello Customer survey. Communication & Clarity.

Healthcare 87

Healthcare Feedback Hospitality Effort Score 87

CSM Magazine

JANUARY 3, 2025

Challenges Faced by Traditional Customer Support Teams Despite its importance, traditional customer support systems often struggle to meet the demands of a multilingual customer base. Travel and Hospitality In the travel and hospitality industry, AI tools facilitate seamless communication with international travelers.

Tools 52

Tools e-support Customer Satisfaction Travel 52

CSM Magazine

OCTOBER 29, 2024

By actively participating in compliance education and transparency efforts, customer service teams can help build a more trusting and informed customer base. Using Safety Innovations to Enhance Customer Experience Beyond regulatory compliance, safety also plays a significant role in modern customer service.

Measurement 52

Measurement Customer Service Hotels Policies 52

LoyaltyPlus

NOVEMBER 9, 2018

Loyalty programmes or rewards programmes are a major revenue generator in the hospitality industry and keeping operators front of mind, seeing as it is offered to customers who regularly support a company. The key objective is not only to keep the current customer happy, but open the door to new prospective customers.

Hospitality 40

Hospitality Loyalty Industry Airlines 40

Lumoa

SEPTEMBER 10, 2018

How often should you collect customer feedback? This question is raised more and more often, especially now, in the “era of customer feedback”. In practice, many corporations survey all their customer base 1-4 times a year, bring the results to top management and then forget about it for the next 3-12 months till the next survey.

Feedback 170

Feedback Survey Hospitality Social Media 170

Customer Bliss

MAY 15, 2019

Instead, they prove that they value customer loyalty, for example, by continuing to award miles to customers based on mileage. This presses against the industry shift to instead give miles based on ticket price. Jude Children’s Hospital, on honoring customers (in this case, donors) as assets.

Chief Customer Officer 164

Chief Customer Officer Case Study Video Course 164

Currency Alliance

OCTOBER 11, 2018

Restive guests: understanding hospitality loyalty. However valuable the “higher tier” customers may be, most loyalty programs overlook casual leisure travelers, and less-frequent business travelers, who form a significant (if not the majority)[iii] customer base. Obstacles to experiences in the hospitality sector.

Hotels 40

Hotels Hospitality Loyalty Travel 40

Vonage

NOVEMBER 24, 2016

That might be a good customer service culture for a carnival or a bustling street on a busy night. But theatrics can be out of place at government offices, hospitals or jewelry stores. Its customer service culture is subtle, but extremely effective. Then set standards for your customer service culture.

Culture 120

Culture Customer Service Entertainment Hospitality 120

Gainsight

NOVEMBER 14, 2024

He was able to expand and connect the Odido customer base by ensuring a smooth journey and offering self-service tools. Serving the travel and hospitality industry, Lighthouse is the technology platform that turns data complexity into revenue growth. Well done, Jason! The answer?

Self Service 52

Self Service Effort Score Hospitality Innovation 52

Thematic

APRIL 3, 2025

Hospitals and insurance providers are applying AI-driven tools to understand pain points in patient journeys, manage medical data more efficiently, and even predict readmission risks. One case in point is the deployment of a text analytics platform at University College London Hospitals.

Analytics 62

Analytics Trends Marketing Social Media 62

Lithium

SEPTEMBER 29, 2022

Marketing in new channels to draw in new customers is a delicate dance. It's crucial that you stay relevant with the new customers but in a way that might alienate your current customer base. Khoros Customer Blog. - Irish Airline Ryanair has taken this in stride with their viral TikTok account.

Hospitality 52

Hospitality Brands Travel Airlines 52

InMoment XI

OCTOBER 4, 2024

To see how much customer experience ROI InMoment can deliver for you by utilizing the XI platform, fill out the ROI calculator below: Calculate your business’ ROI using InMoment’s VoC tools. The feedback is used to improve the quality of each interaction so that a customer develops and maintains a positive perception of the brand.

Customer Experience Management 195

Customer Experience Management Customer Experience Management ROI 195

BirdEye

MARCH 6, 2023

This is a testament to the increasing need for businesses to have a comprehensive digital customer experience platform, and Birdeye emerging as the industry leader to serve that need. Our strong reputation as a leader in digital customer experiences has also earned recognition as the top software provider by G2.

Automotive 98

Automotive Healthcare Hospitality Social Media 98

ShepHyken

AUGUST 8, 2022

Customer retention statistics show that 65% of a company’s business comes from its existing customer base. I’ve always preached the hospitality mentality. So take a few lessons from the restaurant industry and create a better customer experience.

Customer Service 24

Customer Service Culture Customer Retention Video 24

Customer Guru

JANUARY 3, 2018

Mr. Rohit is the Co-Founder and Managing Director of Cloudnine Group of Hospitals – India’s leading chain of maternity, women, and childcare service hospitals. He has also been listed amongst the top 100 customer service professionals through PaulWriter Cx100. However, all of this is gathering pace slower than anticipated.

Customer Centricity 95

Customer Centricity Healthcare Hospitality Management 95

InMoment XI

MARCH 4, 2024

While some may think the Likert scale is only used in academic research, it is a cornerstone of survey strategies across various industries such as travel & hospitality, automotive, and financial services. It is hard to talk about survey methodology and practices without mentioning the Likert scale. What is the Likert Scale?

Comparison 195

Comparison Net Promoter Score Analysis Effort Score 195

CSM Magazine

JULY 2, 2020

Edmund Ovington, VP at Unbabel , discusses the impact of the pandemic and the challenges customer service teams face to scale up and respond quickly to customer needs. In Logitech’s case, this is a matter of talking to customers in their own language, often in their own jargon and level of technicality. Focus on CRM experts.

Travel 98

Travel Entertainment Hospitality Customer relationships 98

Horizon CX

DECEMBER 1, 2023

Strategic Milestone: Apple’s success in customer experience contributes to its strategic milestone of brand loyalty. Zara’s unique business model, which emphasizes rapid production and distribution, allows the company to stay ahead of fashion trends and meet the ever-changing preferences of its customer base.

Customer Journeys 130

Customer Journeys Customer Centricity Automotive Fashion 130

ShepHyken

AUGUST 21, 2023

How to Turn Your Customers Into Fans by Sofya Pogreb (AllBusiness) How, then, can SMBs take these strong connections with customers and translate that into business growth? How can you activate your customer base to be vocal advocates for your business?

Hospitality 12

Hospitality Customer Service B2B B2C 12

CX University

JANUARY 2, 2025

If your competitors adapt faster to meet customer demands, you risk falling behind or being overstretched to keep up. Success hinges on meeting the expectations of an increasingly empowered customer base that demands immediacy, personalization, transparency, reliability, trust, and innovation.

Customer Journeys 52

Customer Journeys Customer Centricity Culture Innovation 52

CSM Magazine

JANUARY 2, 2025

The Role of Empathy in Service Industries Empathy isnt just important in customer supportits a cornerstone across all service industries. Whether its healthcare, hospitality, or retail, the ability to connect with people emotionally changes how they perceive a brand. Apple consistently ranks high in customer satisfaction surveys.

Effort Score 52

Effort Score Case Study Culture Healthcare 52

CSM Magazine

JANUARY 2, 2025

The Role of Empathy in Service Industries Empathy isnt just important in customer supportits a cornerstone across all service industries. Whether its healthcare, hospitality, or retail, the ability to connect with people emotionally changes how they perceive a brand. Apple consistently ranks high in customer satisfaction surveys.

Effort Score 52

Effort Score Case Study Culture Healthcare 52

Wired and Dangerous

JULY 23, 2018

Lifeguards, the bus schedule, and the spotlessness of a hospital room are all obvious artifacts of promises waiting to be kept. Today’s customers are more powerful than ever and they are more fickle than they have ever been. One of the key elements in any customer relationship is trust.

Customer Journeys 70

Customer Journeys Hospitality Customer relationships Customers 70

Wired and Dangerous

DECEMBER 14, 2016

Lifeguards, the bus schedule, and the spotlessness of a hospital room are all obvious artifacts of promises waiting to be kept. Today’s customers are more powerful than ever and they are more fickle than they have ever been. One of the key elements in any customer relationship is trust.

Customer Journeys 70

Customer Journeys Hospitality Insurance Customer relationships 70

InMoment XI

JULY 1, 2024

This allows healthcare organizations to proactively manage patient outcomes, allocate resources more efficiently, and implement targeted interventions that reduce hospital stays and associated costs. This score indicates the likelihood of a lead becoming a customer based on similarities to past successful conversions.

Analytics 195

Analytics Data Effort Score Social Media 195

SurveySparrow

DECEMBER 4, 2019

The patient satisfaction survey measures the environment of the hospital, staff’s care, technical skill, and communication. ’ ‘Will you refer your friends and family to this hospital again?’ Net Promoter Score is one of the best methods for you to gauge the loyalty of your customers by asking them a simple question.

Survey 90

Survey Hospitality Net Promoter Score Effort Score 90

Customer Guru

AUGUST 21, 2018

John is an “Ex-Disney Guy” and Customer Experience Coach. He is a leading contributor to Tourism, Hospitality and Service Industries alike. John is consistently helping his clients create a magical customer experience like Disney. Nancy Porte has years of experience in building corporate revenue through a loyal customer base.

Customer Experience 115

Customer Experience Customer Journeys Consulting Customer Experience Professionals 115