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. Loyalty marketing is a mix of science and art, but in its most basic form, loyalty programs are a value exchange. One year ago, there might have been 2 people in 50.

Loyalty 72

Loyalty Consumers Marketing Loyalty Programs 72

CSM Magazine

FEBRUARY 5, 2025

You’ll see how thoughtful recovery strategies can rebuild trust, exceed expectations, and even create lasting loyalty. Understanding the Customer Service Recovery Paradox When things go wrong in business, it often feels like theres no way to undo the damage. When all three align, customers often reward the company with loyalty.

Brands 52

Brands Customer Service Airlines Net Promoter Score 52

NetBase

MAY 23, 2019

When we talk about customer care, we now know we’re talking about the entire customer experience – not just isolated moments in-store, or when things go wrong. How does social listening impact customer care in one of the most experiential categories – i.e., Travel & Hospitality? Here are some ways!

Travel 56

Travel Customer Care Hotels Touchpoint 56

CX Journey

JANUARY 11, 2018

The Missing Link in Today’s Omnichannel Customer Service Strategy Consumers don’t care about channels; they demand a fast and effortless customer service experience no matter which channel they use. He did - and in 2009 Zingle was born as the first two-way, business-and-customer communication platform.

Omni-Channel 145

Omni-Channel Communication Social Media Hotels 145

TechSee

APRIL 10, 2019

A recent report by Forrester takes this concept one step further by proving that improving customer experience in telecoms delivers a boost to all KPIs. Drive Revenue with Great Customer Experience 2017 indicates that after the auto industry and upscale hotels, telecoms has the third highest potential for increasing revenue by improving CX.

Customer Experience 154

Customer Experience Strategy Customer Centricity Omni-Channel 154

Oracle

JANUARY 17, 2019

In an article for Forbes , Shep Hyken summarizes what he learned from a interview between Catherine Blackmore , Group VP at Oracle, and Carolyne Crawford of Fanatics at Oracle’s Modern Customer Conference. Their conversation discussed fan loyalty and the emotional bond fans form with their favorite teams.

Customer Experience 111

Customer Experience Sports Touchpoint Hotels 111

ShepHyken

JUNE 6, 2018

Someone recently referenced the book and this famous line, and it made me think about how customers are treated. Are all customers equal? Loyalty programs promote perks, rewards, elite status and more, which might suggest that not all customers are equal. But, what about when it comes to customer service?

Airlines 99

Airlines Hotels Loyalty Programs Loyalty 99

ShepHyken

FEBRUARY 22, 2017

And, once the sale is made, he knows what it will take to keep those customers, which is to maintain that same level of service he demonstrated through the sales process, while maybe even increasing the altitude a bit. A high-priced service usually is accompanied by an excellent customer experience. It builds a stronger relationship.

Sales 90

Sales Hotels Customer Service Training Loyalty 90

ShepHyken

APRIL 3, 2017

This year, attendance at several Customer Service sessions reportedly doubled from last year. My Comment: The Social Media Marketing World 2017 conference concluded just over a week ago, and one of the major tracks was the social customer care track, headed up by Dan Gingiss and Daniel Lemin. Do they have hotel experience?

Social Media 76

Social Media Customer Service Hotels Hospitality 76

Storyminers

JULY 6, 2020

She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. His Customer Insight work is focused on developing innovative segmentation, targeting, analysis, and measurement solutions. Frank Eliason.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

InteractionMetrics

MARCH 27, 2025

If youre ready to genuinely listen to your customers and turn their insights into lasting loyalty, contact us to learn more about how surveys built with our key principles in mind boost your customer retention. This is what allows you to build deeper connections and boost customer loyalty with your buyers.

Customer Retention 52

Customer Retention Strategy How To Net Promoter Score 52

Currency Alliance

APRIL 15, 2024

Many people assume that operating a loyalty program necessarily implies issuing your own loyalty points or miles. The optimal points to offer mostly depends on the frequency of engagement your brand has with target customers. Points and miles are a dominant and popular form of loyalty value. This actually is not true.

Loyalty Programs 52

Loyalty Programs Loyalty Airlines Banking 52

Storyminers

JULY 6, 2020

She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. His Customer Insight work is focused on developing innovative segmentation, targeting, analysis, and measurement solutions. Frank Eliason.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

ShepHyken

OCTOBER 27, 2017

Still in its infancy, RCS is primed to significantly improve the customer experience. For instance, in the hospitality industry, hotels can adopt RCS messaging to boost brand loyalty by offering customers with a hyper-personalized check-in experience all from their messaging inbox.

Customer Service Strategies 87

Customer Service Strategies Strategy Customer Service Hotels 87

Currency Alliance

JUNE 19, 2019

This was my second year on the judging panel at the Loyalty Magazine Awards. Really, for those relatively few brands achieving impressive levels of customer engagement, it’s breath-taking how fast the industry has progressed in such a short time. 1. Looking beyond transactional rewards.

Loyalty 49

Loyalty Loyalty Programs Gamification Airlines 49

Michelli Experience

MAY 25, 2016

Clearly, technology will have a continually important role in service delivery, as evidenced by Accenture’s finding that 73% of study participants expect customer service to be easier and more convenient, and 61% expect it to be faster.

Technology 113

Technology Travel Hotels Study 113

ShepHyken

NOVEMBER 14, 2017

That is how you create loyalty. About: Joey Coleman helps companies keep their customers. An award-winning speaker, he works with organizations around the world ranging from small startups to major brands such as Deloitte, Hyatt Hotels, Zappos, and NASA. After a prospect becomes a customer, how do I create loyalty?

Social Media 74

Social Media Hotels Loyalty Customer Experience 74

ProProfs Chat

DECEMBER 22, 2019

“Instead of focusing on the competition, focus on the customer,” Scott Cook. With the ever-changing scenario of business globalization, companies are thriving hard to retain their brand’s loyalty by creating cutting-edge product sales strategies. Increasing customer retention rates by 5% boost profits by 25% to 95%.

Customer Service 101

Customer Service How To Social Media Customer Retention 101

ProProfs Chat

JANUARY 30, 2020

Well, that’s exactly why you need to focus on engaging with your customers regularly. With consistent engagement, you’ll get to figure out: Customer pain points. Customer expectations. Customer loyalty. Future of Customer Engagement. Customer Engagement Through Social Media. Communication challenges.

Customer Engagement 136

Customer Engagement Engagement Social Media Customers 136

transcosmos Information Systems

AUGUST 17, 2017

Gone are the days when offering a telephone customer care service would suffice, as omni-channel has shifted the business paradigm. For this reason, outsourcing companies no longer just offer phone or email customer support. Here are the reasons you should offer an omni-channel engagement to improve customer experience.

Omni-Channel 75

Omni-Channel Engagement Customer Experience Social Media 75

John Paul

SEPTEMBER 28, 2020

I joined John Paul in July 2017 as Lead Program Director for Customer Care for a hotel group, where I managed the activity of 5 sites handling issues from hotel customers in 13 languages via several channels (telephone / email / SoMe) 24/7.

Management 52

Management Hotels Hospitality Government 52

Retently

AUGUST 15, 2018

DiJulius, the President of a leading customer experience consulting group. In short, DiJulius left a Ritz-Carlton hotel in a rush, leaving his laptop charger behind. He planned on calling the hotel chain when he got back to his office, but he never got to do it. Get Back to Customers ASAP.

Examples 88

Examples Customer Service Social Media Hotels 88

Magellan Solutions

JUNE 10, 2019

Hotel answering service. Answering services give businesses the ability to provide instant and reliable assistance to their customers 24/7. This service can help businesses boost their customers’ loyalty, prevent uninstalls, and possibly, increase sales. E-commerce customer care. Internet answering service.

Call Center 75

Call Center e-support Social Media Hotels 75

ShepHyken

FEBRUARY 12, 2024

Jenkins (Social Media Examiner) Want to deliver extraordinary customer care that leads to client retention? Wondering how your approach to customer experience leads to tangible outcomes like increased sales, customer retention, and referrals? My Comment: Selling to the uber-wealthy is different than the typical customer.

Self Service 72

Self Service Customer Service Social Media Ecommerce 72

BirdEye

NOVEMBER 27, 2023

Dealing with difficult customers helps you in many other ways, like: Customer retention: Addressing issues keeps valuable customers from leaving. Loyalty building: Effective resolution fosters customer loyalty. Word-of-mouth marketing: Satisfied customers become advocates, boosting referrals.

Examples 110

Examples Tips How To Social Media 110

LiveChat

JULY 10, 2015

Some people think that customer loyalty is a relic of the past. But does it mean that loyalty sank into the oblivion? But does it mean that loyalty sank into the oblivion? There is only one thing that has changed: the way customer loyalty can be gained. Customer loyalty hack #1: reward your customers.

Loyalty 28

Loyalty How To Loyalty Programs Airlines 28

LiveChat

JULY 10, 2015

Some people think that customer loyalty is a relic of the past. But does it mean that loyalty sank into the oblivion? But does it mean that loyalty sank into the oblivion? There is only one thing that has changed: the way customer loyalty can be gained. Customer loyalty hack #1: reward your customers.

Loyalty 28

Loyalty How To Loyalty Programs Airlines 28

COPC

DECEMBER 1, 2016

Our first industry focus is the customer experience in travel and hospitality, including the customer care experience, the purchase experience, and customer loyalty.

Travel 40

Travel Industry Hospitality Hotels 40

SurveySensum

JULY 14, 2020

Brenda Lynn Dichoso – Head of Customer Experience Performance Management at PT Smartfren Telecom. Brenda Lynn Dichoso is a customer experience executive with direct vertical market experience in designing, implementing, and managing complex customer care operations in a telecom set-up. LinkedIn : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

CSM Magazine

AUGUST 19, 2021

Aarthi Murali, Chief Customer Experience Officer, M&T Bank. Lance Gruner, EVP Global Customer Care, Mastercard. Heather Balsley, SVP Global Loyalty & Partnerships, IHG Hotels & Resorts. Jeff Shah, VP Customer Care, New York Times. Phil Leininger, SVP – Head of CX, Verizon.

Customer Service 40

Customer Service Chief Customer Officer Customer Experience Hotels 40

Second to None

MARCH 30, 2018

When I arrived at my hotel room, I was speechless. In doing so, they’re layering unstructured social data on top of existing customer data (like purchase history) and creating a more complete view of the customer. I did so immediately. I had a closet full of clothing that was personally selected and set up for me.

Customer Experience 112

Customer Experience Airlines Brands Voice of Customer 112

Thematic

MARCH 29, 2020

Today when customers need help, they have many options: Call a help line or a call center, Use a live chat or a bot on your website, Raise a support ticket, Email or tweet a complaint. They don’t just show what’s not working, but also which features customers care about. These requests are a great source of product feedback.

Feedback 111

Feedback How To Analysis e-support 111

SurveySensum

SEPTEMBER 25, 2024

Seamless customer service has evolved from being a nice-to-have to being a must-have for customer service companies to drive loyalty and set your brand apart. Customer Service is the New Currency of Loyalty The truth is, today, loyalty is a product of customer service experience. Here’s why: 1.

Customer Centricity 52

Customer Centricity Company Customer Service Airlines 52

ShepHyken

OCTOBER 31, 2016

I call them customer loyalty killers. Well in this excellent article, Jay Baer shares 13 words that will kill the customer experience. A Waldorf-Astoria bellman with 50 years experience shares the key to great customer service by Kathleen Elkins.

Customer Service 48

Customer Service Hotels Customer Service Training Leadership 48

CSM Magazine

AUGUST 22, 2019

“The Customer Service Summit brings high-level leaders together from a variety of industries to learn from each other and network. We all have at least one thing in common – we’re passionate about Customer care. The board includes: EVP, Global Customer Care, Mastercard. SVP, Customer Success Group, McAfee.

Customer Service Strategies 40

Customer Service Strategies Meeting Customer Service Strategy 40

COPC

NOVEMBER 16, 2016

TRAVEL CUSTOMERS HAVE THEIR SAY IN THESE KEY AREAS: CUSTOMER CARE EXPERIENCE, PURCHASE EXPERIENCE AND CUSTOMER LOYALTY. and Execs In The Know, along with Choice Hotels and Marriott, for a webinar on December 6, 2016, to discuss the results and implications of the CXMB Industry Insights survey. COPC Inc.,

Hospitality 40

Hospitality Travel Survey Industry 40

Opinionator

JULY 10, 2020

Specifically resulting in greater customer loyalty. A point of sale or receipt survey collects customers feedback by requesting it on the receipt of the purchase. Hotels and accommodation providers. Health care facilities. But we’re finding that this method is ineffective and seriously flawed. . Movie theaters.

Survey 52

Survey Retail Feedback Hospitality 52