NICE inContact

JUNE 27, 2017

With so many high-end hotel and accommodation options vying for customers these days, the guest experience has never been more critical. Great communication and attention to customer journey goes much farther in garnering return guests and brand loyalty. When it comes to competitive industries, few rank higher than hospitality.

Omni-Channel 120

Omni-Channel Contact Center Abandon Rate Guest Experience 120

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?

Self Service 72

Self Service Customer Service Social Media Ecommerce 72

ijgolding

JULY 18, 2018

Already listed as the top pan-European customer service conference to attend in 2018, the summit will take place on 18th and 19th September at the Grange Tower Bridge Hotel. So, after 8 years of successful meetings in the US, why are they bringing the event to London and does Europe really need a customer service event?

Self Service 123

Self Service Customer Service Customer Experience Groups 123

ShepHyken

APRIL 3, 2017

Customer Service Track Shines at Social Media Marketing World by Dan Gingiss. Winning at Social) Although it is, at its essence, a marketing conference, the annual Social Media Marketing World gathering in San Diego is constantly adapting in step with the ever-changing world of social media.

Social Media 76

Social Media Customer Service Hotels Hospitality 76

CX Journey

JANUARY 11, 2018

Provide More-Effective Marketing through targeted promotions and remarketing strategies based on data-driven customer segmentation across channels, as campaigns integrating four or more digital channels will outperform single or dual-channel campaigns by 300%.

Omni-Channel 145

Omni-Channel Communication Social Media Hotels 145

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. It has the customer’s best interests at the center of it all.

Omni-Channel 75

Omni-Channel Engagement Customer Experience Social Media 75

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

ReviewTrackers

JULY 17, 2017

A warp speed search on social media or Google can determine which eateries serve the best food, which beauty products actually beautify, and which hotels feature the fluffiest pillows. You might find that it’s mainly for social media and e-mail. Social Media Marketing, Listening, and Engagement.

Customer Experience 112

Customer Experience Social Media Hotels Consumers 112

Thematic

AUGUST 29, 2024

Listening to your customers is now more important than ever. According to a recent McKinsey report , improving customer care is the fastest-growing priority for customer care leaders. And Voice of Customer (VoC) programs are among the most effective tools in the box.

Voice of Customer 62

Voice of Customer Social Media Analysis Feedback 62

Interactions

MAY 22, 2019

Book a hotel? It’s not when I’m comfortably sitting in my house with my laptop and phone, but instead when I’m running through the airport trying to book another flight because my connection was just cancelled, or trying to contact my hotel last minute so I can book another night. Book flights? Book a rental car? Long wait times.

Travel 61

Travel Self Service Hotels Hospitality 61

NetBase

NOVEMBER 21, 2018

But what changes can hotel brands expect moving forward, and how can they avoid disruption by innovative competitors? The NetBase 2018 Social Intelligence Report: Hotels has all the insights! We talk about a few others – as well as where hotels have the upper hand – in the report. What does that mean for hotel brands?

Hospitality 43

Hospitality Industry Hotels Social Media 43

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 106

Examples Customer Service Social Media Exceptional Customer Service 106

ShepHyken

NOVEMBER 14, 2017

This is an opportunity to navigate the customer through a journey. Social media should be used more as a listening device than as a megaphone device. About: Joey Coleman helps companies keep their customers. He is co-host of the “Experience This” podcast with customer thought leader, Dan Gingiss.

Social Media 74

Social Media Hotels Loyalty Customer Experience 74

Interactions

MAY 22, 2019

Book a hotel? It’s not when I’m comfortably sitting in my house with my laptop and phone, but instead when I’m running through the airport trying to book another flight because my connection was just cancelled, or trying to contact my hotel last minute so I can book another night. Book flights? Book a rental car? Long wait times.

Travel 48

Travel Self Service Hotels Hospitality 48

BirdEye

NOVEMBER 27, 2023

And while it may be hard for a business to admit, difficult customers often offer insight into a company’s shortcomings. Below is a complete guide to help you pinpoint the types of customers you’re dealing with. Customer Care 101: How to Effectively Deal with Difficult Customers Want to see the impact of Birdeye on your business?

Examples 110

Examples Tips How To Social Media 110

BirdEye

SEPTEMBER 18, 2024

Prompt, professional responses to both positive and negative customer reviews can positively impact rankings, as they demonstrate active management and customer care. How do Google reviews for businesses help in attracting new customers? Review responses Google notices how businesses respond to reviews.

Social Media 105

Social Media Feedback Examples Policies 105

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. E-commerce customer care. E-commerce customer care is simply customer service for online shops. The businesses that need this are the following: Hotel.

Call Center 75

Call Center e-support Social Media Hotels 75

SurveySensum

SEPTEMBER 25, 2024

Southwest Airlines Why They’re Great: Southwest Airlines is famous for its customer care services and is mostly preferred by customers. They retained the top position in customer satisfaction for the third time in a row in J.D. Impact: T-Mobile’s CX and customer-centric innovations have earned it top honors in J.D.

Customer Centricity 52

Customer Centricity Company Customer Service Airlines 52

ProProfs Chat

DECEMBER 22, 2019

The example of this proactive customer service can be airline services when they perceive any delay in flight schedules – they quickly inform their customers by email or phone call to avoid any inconvenience. Create a newsletter or an email or post it on your social media platform to inform your situation.

Customer Service 101

Customer Service How To Social Media Customer Retention 101

ProProfs Chat

JANUARY 30, 2020

Mobile Customer Engagement. Impact of Customer Engagement On Sales. Personalized Customer Engagement. Impact of Customer Engagement. Future of Customer Engagement. Customer Engagement Through Social Media. Live Chat & Customer Engagement. Customer Engagement & Retention.

Customer Engagement 136

Customer Engagement Engagement Social Media Customers 136

Thematic

DECEMBER 9, 2019

After some sight-seeing we needed to get back to our hotel and we weren’t anywhere near public transport. Better customer experience: Messaging that more accurately reflects their preferences Book-keeping using ledgers Online bookkeeping using software Better business results: Less error prone and easier reporting.

Feedback 126

Feedback Travel Voice of Customer Hospitality 126

Clarabridge

OCTOBER 23, 2015

Social media has made it easy for people to vent about bad service. Companies no longer control the terms of engagement with customers for customer service. It’s the customer who determines when and how they reach out to a brand. Telecoms are in high demand of social customer service.

Industry 40

Industry Omni-Channel Customer Service Transportation 40

NetBase

JANUARY 30, 2019

Brands in the past may have been impervious to losing customers if their reputation was well established – but that was all before the internet and social media existed. Now consumer loyalty can be swayed by price, ease of shopping experience, negative customer reviews, or just another brand being considered trendier than yours.

Analysis 49

Analysis Social Media Trends Consumers 49

Opinionator

JULY 10, 2020

Hotels and accommodation providers. Health care facilities. Armed with this, you can now overcome these five major problems with POS surveys and continuously improve the aspects of your business that you know your customers care about. The big benefits here are: Improved customer retention. Who Uses POS Surveys?

Survey 52

Survey Retail Feedback Hospitality 52

Customer Alignment

JUNE 23, 2017

Bots can give customers speedy answers on chat, phone, website, text or social media. They can answer routine, common questions that customer service agents are asked every day. Some organisations are already seeing an immediate impact on their customer service stats.

Customer Journeys 40

Customer Journeys Chatbots Healthcare Hotels 40

Stella Connect

JANUARY 25, 2018

“Instead of the traditional tiered approach where simple questions were answered quickly and the more difficult questions were passed on to the experts, many contact centers are following the example of hotel concierges by giving agents the power to follow any question through from start to finish. The concierge approach.

Self Service 40

Self Service Trends Customer Service Contact Center 40

Grade.us

FEBRUARY 2, 2021

Take a look at Hotel Red’s Facebook page. It’s a small luxury boutique hotel, located in Madison Wisconsin; it’s a hotspot for casual vacationers. Uploaded a generous amount of photos of their hotel, restaurant, venue, area. Added the “Book Now” call-to-action on their page to attract and convert potential customers.

Hotels 55

Hotels Social Media Video Management 55

InteractionMetrics

NOVEMBER 11, 2024

Um, so I stayed in Seattle a few weeks ago, and before I got in, I got the text from the hotel that says, hey, we see you’re coming. I don’t think Hilton Hotel or I don’t think they’re you consider them a partner. That’s you know, I had a rental car and hotels and, you know, the whole thing.

Survey 52

Survey How To NPS Net Promoter Score 52

Opinionator

JULY 21, 2019

Hotels and accommodation providers. Health care facilities. Customer feedback technology exists to take the mystery out of these shoppers by providing you with validated, instant feedback. Armed with this, you can now continuously improve the aspects of your business that you know your customers care about.

Return on Investment 69

Return on Investment Retail Feedback Effort Score 69

Comm100

NOVEMBER 8, 2017

When 67% of consumers turn to social media for customer service support, and 87% of customers indicate that these interactions positively impact their buying decisions, integrating social media into your customer service support strategy becomes a no-brainer. Click here to download the full ebook.

Social Media 122

Social Media Customer Service Marketing eBook 122

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. possibly in the world.”.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Thematic

MARCH 29, 2020

They don’t just show what’s not working, but also which features customers care about. Advantages: You already have this data as part of support & customer service operations. Customer metadata is available for each piece of feedback via ids, unless it’s social media requests.

Feedback 111

Feedback How To Analysis e-support 111

SmartKarrot

FEBRUARY 15, 2022

Adam Toporek is a globally-recognized keynote speaker on customer experience. He is known for his ability to help firms reimagine their customer care. He is the owner of CTS Service Solutions, a customer experience firm that grew out of his blog ‘Customers That Stick.’ Here is the list for you – 1.

Customer Service 10

Customer Service Social Media Customer Centricity Tips 10

Pointillist

APRIL 26, 2018

Use this information to seamlessly engage with each customer across touchpoints. For instance, a global hotel brand reconciled poor quality and conflicting customer data to improve data accuracy and significantly improve customer service. Customer data can include: Demographics. Customer preferences.

Customer Experience 72

Customer Experience How To Effort Score Touchpoint 72

Storyminers

JULY 6, 2020

We documented why we chose each of these customer service leaders in detail along with where to follow them on social media below. Adam Toporek is an internationally-recognized customer service expert, keynote speaker, and frontline trainer who helps organizations get results by thinking differently about customer service.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

We documented why we chose each of these customer service leaders in detail along with where to follow them on social media below. Adam Toporek is an internationally-recognized customer service expert, keynote speaker, and frontline trainer who helps organizations get results by thinking differently about customer service.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

SmartKarrot

JANUARY 18, 2022

Founded in 2016 by Anant Bhat, Vinoth Kumar, and Yega Kumarappan, Paperflite offers UX-focused BI software designed to boost social media content performance. Found in 2008 by Aditya Sanghi and Prabhash Bhatnagar, provides a cloud-based solution to manage hotels and properties. Paperflite.

Company 11

Company e-support Customer Journeys CRM 11