InMoment XI

JULY 13, 2023

The key is in adapting your perspective to see these adjustments as a fine tuning rather than a complete abandonment of the preexisting travel plan. There was also emphasis on fostering a culture of ongoing learning and improvement.

Consumers 369

Consumers Financial Competitive Advantage Customer Centricity 369

InMoment XI

FEBRUARY 7, 2024

Out of nowhere, citizens were flocking in droves to distant lands, as travel by plane, sea, and car surged. The coming year is no exception, as consumers across the globe plan to make travel a priority, despite ongoing economic uncertainty. Instead, 71% of consumers expect personalization from the businesses they choose.

Hotels 195

Hotels Guest Experience Travel Social Media 195

GetFeedback

JULY 19, 2019

When it comes to customer experience (CX) , I can think of many, many things we all know to be true. . We can all agree customers expect more of us than ever. Research reflects it, too: 76% of consumers expect companies to understand their needs and expectations. That’s the customer expectation.

ROI 309

ROI How To Touchpoint Hotels 309

GetFeedback

JUNE 12, 2019

Unlike customer experience, which focuses on the customer’s entire experience (duh), user experience centers solely on the satisfaction with the product or service. On the other hand, you can have a wonderful website, but horrible customer service, and easily lose loyal customers.

User Experience 329

User Experience Customer Experience Customers Interaction 329

TechSee

SEPTEMBER 22, 2020

Field service organizations in 2020 are challenged to continue providing the service excellence their customers expect while minimizing human contact. Field service technicians are often forced to travel to multiple locations per day to provide installation, repair or maintenance services. handling complex equipment.

Self Service 207

Self Service Travel Knowledge Base Technology 207

Up Your Service

MAY 3, 2017

Our previous blog post demonstrated the power of customer voice in an unsolicited book review from a technology industry guru. This post makes the same point, but for the travel and hospitality – one of the most traditional “service” industries on the planet. The rise of white-glove customer service.

Hospitality 74

Hospitality Travel Industry Brands 74

ijgolding

FEBRUARY 3, 2015

All around the world, this change in consumer expectation […]. Customer Journeys Customer retention and loyalty CX Strategy Retail Travel changing consumer expectation customer expectation customer experience Debenhams emotional Emotional engagement making life difficult for customers Marriot wi-fi marriott Marriott Hotels'

Hotels 120

Hotels Case Study Study Travel 120

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. The message from CX leaders at Dreamforce was this: Companies should apply AI across all touchpoints of the customer journey — marketing, sales, commerce, service, etc.

Conference 48

Conference Case Study Fashion Customer Expectations 48

Uniphore

NOVEMBER 11, 2021

Travel and hospitality were among the hardest hit industries during the pandemic. Fewer business travelers, newer no-contact preferences and higher overall expectations are a few of the factors shaping the customer experience landscape.

Self Service 130

Self Service Hospitality Travel Touchpoint 130

Customers That Stick

DECEMBER 18, 2014

I now represent Magical Travel, an agency which specializes in selling Disney vacations. Our primary customers were the parents of the children we were serving. Tell us how one outside influence impacted your customer service or customer experience thinking. book, movie, sporting event, relationship, travel).

Customer Experience 162

Customer Experience Travel Sports Social Media 162

ijgolding

JUNE 21, 2017

Many of my own personal experiences as a customer make me feel as though I am being made to ‘suffer’ The experience that stands out more than any other though, is my experience at airports. As a regular traveller, I am made to ‘endure’ the airport experience far more regularly than I would like.

Customer Experience 181

Customer Experience Airlines Travel Transportation 181

InMoment XI

JANUARY 17, 2024

With today’s travelers raising their expectations while being exposed to a seemingly unlimited number of hospitality solutions, it is critical that operators deliver experiences that reflect the lives of their customers. These include online travel agencies (OTAs), social media, mobile apps, and brand websites.

Guest Experience 195

Guest Experience Trends Hospitality Customer Journeys 195

Very Best Service

FEBRUARY 8, 2025

This proactive approach not only addresses immediate concerns but also fosters customer loyalty in a highly competitive market. Travel and Hospitality The travel and hospitality sector thrives on timely communication. Travelers often turn to social media for assistance with bookings, cancellations, and real-time updates.

Industry 52

Industry Customer Service Social Media Healthcare 52

Kayako

AUGUST 12, 2022

eMarketer estimates that by 2024 almost 20% of total retail sales will be via eCommerce, and that estimate does not include travel and event ticketing or restaurant food delivery. The challenge for brands is ensuring that customer relationship management doesn’t suffer as online spending becomes the norm.

Customer Service 296

Customer Service Ecommerce Effort Score e-support 296

ijgolding

JANUARY 12, 2018

Travelling to and from work can rarely be described as an experience we look forward to – whatever part of the world you come from. Yet for the hard working British worker, the daily travel experience has become more unpleasant than ever.

Industry 156

Industry Transportation Travel Government 156

ShepHyken

JANUARY 21, 2025

A few years ago, I wrote about this and shared the example of Ciari, the manufacturer of guitars that fold in half and fit in a backpack for easy travel. But, what if that convenience was built into the product? I referred to it as the most convenient guitar on the planet. In that same article, I also wrote about using keys to unlock a door.

Customer Experience 80

Customer Experience Travel Customer Service Training Customers 80

Interactions

MAY 20, 2021

With travel restrictions decreasing and consumers feeling more comfortable leaving their homes, this summer will see a rebound in traffic after a year-long hibernation. According to new research by Zapwater Communications , 65% of Americans are looking forward to traveling again, both internationally and domestically.

Hospitality 62

Hospitality Travel Brands Self Service 62

CX Journey

AUGUST 22, 2014

I think the airlines are getting better about rebooking travelers in this scenario, but it doesn''t always happen. Southwest Airlines has a team called Proactive Customer Service that works with 14 other departments to ensure operational efficiencies, effective communications, and better customer accommodations.

Customer Experience 166

Customer Experience Travel Airlines Hotels 166

CSM Magazine

OCTOBER 19, 2023

In an industry as dynamic as travel, customer service often serves as the linchpin for success. While many companies focus on competitive pricing or unique offerings, there’s an often-overlooked factor that can significantly impact revenue: the quality of customer experience. But the power of data doesn’t stop there.

Travel 52

Travel Transportation Customer Experience Exceptional Customer Service 52

C3Centricity

OCTOBER 1, 2019

For them customer satisfaction is not enough; they want their guests to be enchanted, enthralled, excited, so that a return visit is a “no brainer”; no other hotel choice would make sense! Shocking to think that a Hotel would apologise for not exceeding my expectations!

Customer Satisfaction 245

Customer Satisfaction Hotels Marketing Customer Centricity 245

CX Journey

MAY 8, 2019

In addition to the financial impact, productivity is inhibited because companies basically start over with each new employee, teaching them the ropes, building new relationships with customers, and more. Southwest Airlines and American Express Travel Services were cited as prime examples of companies reaping the benefits of this connection.

Airlines 151

Airlines Travel Loyalty Customer Satisfaction 151

Kayako

MAY 11, 2017

What do they expect to get from the “average” company in your industry? Note: What one customer expects to get for a specific price might be way more than another, or way less than what another expects. But the most effective way is by taking an active approach to your customer research.

How To 289

How To Case Study Customers Industry 289

CloudCherry

JULY 10, 2019

Although the term ‘proactive support’ is mostly associated to big, extravagant gestures that garner a lot of viral attention, it can be incorporated in the customer service strategy in subtler ways too. For example, Amazon communicates shipping delays in advance and thereby, sets the right customer expectations. Request a demo.

Self Service 231

Self Service Customer Experience Customer Service Chatbots 231

CX Accelerator

MAY 15, 2019

While it’s important to adapt to technological change, it’s important also to be able to look at your customer service function and seek to improve what’s there already. But customer expectations are on the rise, and our agents are rarely in the best place to recommend improvements to the customer experience as a whole.

Contact Center 51

Contact Center Customer Service Conference Exercises 51

SMG CX

JUNE 24, 2020

Despite the pandemic drastically altering most summer vacations this year, 58% of consumers still plan to travel over the Independence Day weekend. To get a better idea of what those travel plans look like and what customers expect of brands, we collected feedback from more than 7,600 consumers.

Travel 52

Travel Consumers Customer Expectations Brands 52

Horizon CX

APRIL 1, 2020

As the story goes, three business executives had traveled from out of town to attend a conference, and at the end of the first day, they gathered in their hotel lobby and asked the concierge to recommend a good place to eat. To maintain its anonymity, I will call it “Pete’s Diner.”. April 1, 2020.

Hotels 147

Hotels Conference Advertising Travel 147

GetFeedback

JUNE 10, 2019

The further the label is from the field, the more the user’s eye has to travel back and forth to avoid making a mistake. In such a competitive environment, Volotea needs to make sure that the service it provides satisfies their customers. The right kind of feedback form is the one that your customers fill in.

Feedback 199

Feedback Survey Conference Airlines 199

CSM Magazine

MARCH 19, 2025

Customer Expectations Have Changed Modern customers expect instant responses when they contact support teams. AI-powered translation enables companies to respond in real-time, ensuring faster resolution times and increased customer satisfaction.

e-support 59

e-support Chatbots Competitive Advantage Case Study 59

ijgolding

JULY 18, 2016

As a result of travelling a great deal, I often write about my experiences of doing so. Some of the best and worst experiences I have ever had have been whilst travelling. I experienced this for the first time two weeks ago when travelling back from Johannesburg to Heathrow. I did get an apology….

Brands 120

Brands Travel How To Airlines 120

ShepHyken

JULY 12, 2022

He shares what organizations can learn about customer service from the hospitality industry and how to equip employees to meet and exceed customer expectations. Top Takeaways: The fundamentals of customer service start with individual customer interactions. Find out what the customers’ end goals are.

Hospitality 119

Hospitality Customer Confidence Travel Guidelines 119

Steve DiGioia

JUNE 27, 2016

They also provide a free hot breakfast buffet, free WiFi with complimentary daily newspapers and an expanded gym; all with the short-term traveler in mind looking for the next level up in quality.…and Your customers expect high quality…even at discounted price. and they do a great job. But what about the restaurant?

Hotels 157

Hotels Travel Trends Brands 157

DCX

FEBRUARY 16, 2025

Customers expect seamless interactions whether shopping, streaming, or staying connected. Key Takeaways Smarter Homes, Higher Expectations The average Verizon home now has 18 connected devices, up 6% from last year. CX Takeaway: Be ready for demand spikes or risk frustrating customers.

Video 52

Video Airlines Travel Connections 52

rethinkCX

JANUARY 27, 2025

Ron is a seasoned BPO and customer experience (CX) sales leader with extensive global experience across industries such as retail, travel, healthcare, banking, technology, and gaming. Whois Ron Dutta?

Roadmap 52

Roadmap Healthcare Call Center Travel 52

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. By understanding customer expectations and using customer intelligence to revamp their strategies, companies can better attract consumers’ disposable income.

Apparel 82

Apparel Retail Industry Trends 82

NICE inContact

MAY 10, 2019

Companies face growing customer expectations — they want a true omnichannel experience supporting more and more digital channels. At the same time, the customer experience has become the #1 competitive differentiator, making many companies examine and reconsider their customer service strategies.

Self Service 27

Self Service Customer Experience Social Media Omni-Channel 27

Customer Guru

MARCH 7, 2018

Those seven years of traveling taught me a lot, both professionally and personally. Irrespective of the industry, all of my roles have revolved around customer service and customer experience. From there, I moved on to the aviation industry, where I worked as a cabin crew for seven years. Connect with Shweta Jha on LinkedIn.

Customer Expectations 61

Customer Expectations Training Customer Experience Management 61

Comm100

JANUARY 11, 2023

According to a study on chatbot impact , overall market preference for chatbots as the primary mode of communication for customer service now sits at 45%. Travel: 16%. Younger generation increasingly prefers customer service automation. Customers look for 24/7 convenience. Education: 14%. Healthcare: 10%. Finance: 5%.

Customer Service 246

Customer Service Self Service Chatbots Return on Investment 246