Optimove

MARCH 31, 2020

Since the outbreak of the novel coronavirus, we noticed a shift in the way leisure companies – travel and ticketing mostly – are approaching their customers. To overcome these challenges, many of our clients are focusing on nurturing existing customer bases. Travel & Tourism. Travel Insurance.

Travel 52

Travel Tourism Communication Company 52

BlueOcean

SEPTEMBER 23, 2021

The number of daily orders, the size of orders, and their customer base all increased exponentially, as did the calls, emails, social media mentions, and live chat sessions with questions and concerns about their service. Conversely, another client is a global leader in travel insurance.

Travel 156

Travel Trends Customer Care Retail 156

CSM Magazine

NOVEMBER 12, 2024

The answer for publishing organisations may be found by following this simple three-step approach to rethinking customer retention: Step 1: Understand Your Customers with Subscriber Analytics The first step to improving retention is knowing your customer base.

Customer Retention 59

Customer Retention Competitive Advantage Analytics Travel 59

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

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. A great example of how this can be done successfully is Louis Vuitton’ s Customer 360 program. For instance, let’s say there are three customers: Mark, Amy, and Samantha. .

Conference 48

Conference Case Study Fashion Customer Expectations 48

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

CloudCherry

MARCH 19, 2019

DBS found that digital customers are 42% of its customer base but account for 72% of its profit; have a ROE of 27% versus 18% for traditional customers; and have a CIR that is 22% lower than traditional customers. ” . All of that information can only be uncovered through the process of journey mapping.

Financial 218

Financial Metrics Customer Journeys NPS 218

Alida

FEBRUARY 23, 2018

People would rather travel, dine out and have more experiences rather than buy more clothing, and more money is going toward media content and data charges too, noted Bloomberg. Instead of looking at the customer base as monolithic group, they might want to take a page from Walmart. Take a tailored approach.

Apparel 82

Apparel Retail Industry Trends 82

Beyond Philosophy

FEBRUARY 22, 2018

But with its recent missteps in its handling of iPhone battery issues, one has to wonder: has Apple lost touch with its customer base? It also says that Apple is perfectly willing to waste people’s time making appointments and traveling to a store that doesn’t have batteries in stock.

Travel 130

Travel Fashion Customers Policies 130

Vonage

MAY 8, 2017

Establish a benchmark for the average number of cases your current team can handle and compare that to the growth of your customer base. Employing remote workers allows your business to become more scalable, as you can expand without the costs of a bigger office and improve efficiency, as less time during the day is wasted traveling.

Sales 159

Sales Tips Training Travel 159

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. Testing times for travel. Many of us have experienced travel industry customer service during this crisis. Focus on CRM experts. About the Author.

Travel 98

Travel Entertainment Hospitality Customer relationships 98

Comm100

JANUARY 25, 2018

It might be that a discount off a future stay, or a free drink at your hotel bar, is a great way not only to ensure you get the feedback you need but also keep your customer base feeling like they consistently get good value from you. Consider Your Customer. How to Administer Customer Feedback Surveys.

Tourism 120

Tourism Hotels Customer Satisfaction Survey 120

Interactions

MARCH 19, 2020

We’ve seen travel bans, the cancellation of public events, and work-from-home mandates. Businesses across industries are trying their best to keep their employees and customers calm, safe, and productive during these testing times. . COVID-19 has impacted both personal and business travel. That is exactly what’s happening now.

Customer Service 96

Customer Service Contact Center Travel Airlines 96

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

Beyond Philosophy

SEPTEMBER 20, 2017

RyanAir, Europe’s largest airline, in my view are the epitome of a poor Customer Experience. Hapless travelers are stranded in far-flung cities or stuck at home when they expected to be on holiday. RyanAir clearly do not understand that happy customers are more likely to remain loyal.

Airlines 153

Airlines Policies Social Media Travel 153

ShepHyken

MAY 23, 2017

Megan explains that Squaremouth sells travel insurance policies through their comparison website. Squaremouth wants their customers to feel comfortable with the company they have chosen, so they ask all the insurance companies they represent to comply with their Zero Complaint Guarantee. travel insurance provider.

Insurance 85

Insurance Policies Travel Comparison 85

BlueOcean

JANUARY 20, 2022

The cherry on top of these considerations is the cultural alignment between your organization and your customer base. We regularly partner with brands who like to be able to connect with their customers at a personal level.

Contact Center 156

Contact Center Customer Care Infographics Sports 156

AskNicely

DECEMBER 28, 2018

If you use them, it’s best to make the incentive relevant to your customer base. Incentives can be as simple as helping your customers feel like they have a voice in your product. Share Your Travel Recommendation” is more direct. Tell Us What You Think, Dawn, and help us help you. Ask a Question. Keep It Short.

NPS 150

NPS Survey Net Promoter Score Study 150

ShepHyken

APRIL 30, 2021

In 2021, you can gain an edge over the competition by introducing predictive analytics to analyze the user experience and close the customer feedback loop. . Not surprisingly, the way you treat them, whether, during the research phase, sale, onboarding, or later has a huge impact on your brand’s reputation and customer loyalty.

Customer Service 148

Customer Service Chatbots Omni-Channel Analytics 148

Lumoa

JANUARY 2, 2022

They are your unsatisfied customers who will recommend against your brand. Why Detractors are Not Good for Business If you’re ignoring your detractors, thinking they are less compared to your promoters or whole customer base, then you’re leaving your business open to serious risk.

NPS 195

NPS Net Promoter Score How To Social Media 195

ShepHyken

MARCH 12, 2021

With air travel, in-person meetings and conferences curtailed right now, it is the only way businesses can sail through the pandemic revival stage. Even though you may want to increase your customer base during the revival phase, retaining the loyal ones is vital to sustenance. Consumer interactions have changed as well.

Strategy 152

Strategy Self Service Customer Journeys B2B 152

SurveyGizmo

FEBRUARY 4, 2021

For an organization that truly wants to become customer-centric, then they need a strategy for building customer loyalty. And building a loyal customer base should be one of their goals when launching a VoC program. Striving for a superior customer experience should go hand-in-hand with your VoC program.

Loyalty 98

Loyalty Net Promoter Score Airlines Hotels 98

Comm100

MARCH 2, 2022

There is confusion about erratic changes in customer preferences and price sensitivity, leading to losing sight of what is valuable to customers. An operational efficiency approach to CX can be a very inside-out approach to designing and delivering products, services, and experiences to customers based on policies and profits.

Customer Expectations 130

Customer Expectations Net Promoter Score Effort Score Policies 130

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

BlueOcean

OCTOBER 7, 2024

The right contact center RFP questions can tell you a lot, but discerning which partner is exactly aligned with your long-term goals, your company culture, your customer base, and your team – well, that requires a site visit. In fact, we’d say it’s the most critical step in your decision-making process.

Contact Center 156

Contact Center Culture Leadership Call Center 156

BlueOcean

OCTOBER 7, 2024

The right contact center RFP questions can tell you a lot, but discerning which partner is exactly aligned with your long-term goals, your company culture, your customer base, and your team – well, that requires a site visit. In fact, we’d say it’s the most critical step in your decision-making process.

Contact Center 156

Contact Center Culture Leadership Call Center 156

BlueOcean

AUGUST 21, 2019

And yes, the RFP can tell you a lot, but discerning which partner is exactly aligned with your long-term goals, your company culture, your customer base, and your team – well, that requires a site visit. In fact, we’d say it’s the most critical step in your decision-making process. 1. Quality Interactions.

Contact Center 159

Contact Center Culture Leadership Engagement 159

Aveus

OCTOBER 3, 2017

Even if not immediately affected, you send shock waves of uncertainty through your customer base. The timing of this change for Delta is unfortunate for a few reasons: Most Diamonds must do some international travel to meet the miles requirements and the (old mere $25,000) Amex spending requirements. and some quietly.

Airlines 100

Airlines Travel Advertising Customer Experience 100

Aveus

JULY 12, 2017

In the late ’60s and ’70s, Herb Kelleher established a clear target customer around the cost-conscious, no frills traveler who was looking for the best value and experience for their dollar. Many have written about Southwest Airlines’ ability to focus on who they serve and what they solve.

Airlines 100

Airlines Effort Score Travel Culture 100

Kristina Evey

NOVEMBER 29, 2017

But when almost 90% of your customer base speaks English, everyone would be better served when the staff speaks the same language as the customers they serve. The servers were very pleasant, but we did find very quickly that very few of them, perhaps 30%, spoke English. Granted, we were in the Mexican Rivera.

Brands 149

Brands Customer Experience Entertainment Hotels 149

TechSee

JANUARY 24, 2019

Customer inquiries: When customers turn to a company for help, video chat support gives a face to the business. This is ideal for customers looking to make travel arrangements, change the details on their hotel stay, report a defect in a purchase or see a product demo.

Video 141

Video Contact Center Call Flow Financial 141

Comm100

AUGUST 16, 2019

Customers with busy lives don’t tend to like having to take time out of their day, battle IVR systems or wait in call queues. When both inbound and outbound telephone communication is seen by any section of your customer base as outdated and unwelcome, that’s a problem. Future-proofing your customer experience strategy.

Communication 108

Communication Social Media Contact Center Video 108

ShepHyken

OCTOBER 19, 2018

It’s not only showing the right content on the web or via email but can decide if these are even the appropriate channels to engage with a customer at any given time. For [customer support and marketing] employees, the main benefit is operational efficiency. Anticipating and recommending new options for customers based on past history.

Customer Service 112

Customer Service e-support Chatbots Automotive 112

Customer Guru

JULY 10, 2018

Because customer preferences can be captured and studied, brands can provide an enhanced customer experience by meticulously studying these patterns. Therefore, businesses can use social media to build and increase their customer base, enhance brand image, and provide an exceptional customer experience.

Social Media 115

Social Media Customer Experience Advertising Infographics 115

Gravy Analytics

AUGUST 5, 2019

Location data, while not widely used for competitive intelligence today, can provide key insights that help businesses learn about competitors and their customer base. The resulting foot traffic data provides information on the number and type of customers that constitute the competition’s customer base.

Tools 64

Tools Data How To Travel 64

Daniel Group

SEPTEMBER 23, 2021

We’ve adapted to working remotely, endless Zoom meetings, customer service with a mask , social distancing, curbside pickup, expanded deliveries, less travel to see customers, etc. Accordingly, customers expect more flexibility and options now, even for customer feedback.

Feedback 98

Feedback Self Service Omni-Channel Travel 98

Gravy Analytics

JULY 8, 2019

Devices that travel to-and-from work locations belong to commuters and business professionals, while those observed at children’s’ events and toy stores during the week likely belong to stay at home parents. One of the most powerful uses for Persona data is appending it to your customer records. What can marketers do with Persona data?

Fashion 82

Fashion Analytics Consulting Advertising 82