Vonage

SEPTEMBER 15, 2017

Customer insight: Start with customer insight gathered from your most important target customers – uncover the functional and emotional factors that drive retention and word of mouth referral. Design a Branded Customer Experience: That the organisation can deliver seamlessly across all channels.

Tips 267

Tips Brands Customer Experience Competitive Advantage 267

Maz Iqbal

DECEMBER 15, 2015

Here’s what I think the hotel … Continue reading "What Can The Hotel Industry Learn From Homelands B&B?". It was so good that staying at Homelands occurred as staying at a home away from home. My experience lived up to the five star rating that Homelands has earned on TripAdvisor.

Hotels 48

Hotels Industry Case Study Ecommerce 48

Lumoa

APRIL 28, 2024

You can also analyze support tickets and the emotion behind what your customer is saying. Lumoa also launched ‘ Ask Lumoa ‘ where you can simply ask the AI any questions and get insights based on your data. Think ChatGPT but for your customer insights.

Self Service 195

Self Service Customer Journeys Multi-Channel Feedback 195

LoyaltyPlus

JUNE 12, 2022

Hotels are showing signs of recovery across the Southern, Western, and East African markets following the turbulence of the past two years. Hotels must therefore look to strengthening relationships with guests and deliver more tailored services if they are to capitalise on this momentum. Furthermore, hotels contributed 66% to the 98.3%

Hotels 40

Hotels Self Service Tourism Guest Experience 40

Forrester's Customer Insights

JULY 30, 2019

Why do hotel web sites fail to support business travellers' customer journeys, in both the digital and physical sense? B2B eCommerce sites should help business shoppers balance price with value, which is a nuanced combination of many factors, not a series of binary choices.

Hotels 42

Hotels Ecommerce B2B Travel 42

BirdEye

SEPTEMBER 4, 2024

We’ll explore how to leverage each platform to its fullest potential, helping you secure more user-generated reviews, valuable customer insights, and, ultimately, more bookings. Its navigation service, Google Maps , incorporates user reviews and ratings for various businesses, including hotels, restaurants, and landmarks.

Travel 105

Travel Hotels Social Media Hospitality 105

InMoment XI

FEBRUARY 5, 2024

Users can leave reviews for various establishments such as restaurants, hotels, shops, and more. This can be a powerful motivator for potential customers who are considering a purchase or service. Customer Insights: Reviews offer businesses insights to the emotions and experiences of their customers.

Competitive Advantage 195

Competitive Advantage Software Guidelines Hotels 195

Uniphore

OCTOBER 7, 2021

American Express delivers on this with global benefits such as: Complimentary access to airport lounges Flight credit Insurance A partner’s network 24/7 support that ensures instant support whenever and wherever customers need it, in any time zone or language 3.

Examples 113

Examples Customer Service Company Airlines 113

Lumoa

JUNE 22, 2021

Long track record with gathering insights and operationalizing improvements based on voice of the customer, establishing customer insight programs, and working strategically and operative with CX and customer journey management. So, I was 19-20 years, I moved to Spain, I started working in a hotel there.

Customer Centricity 195

Customer Centricity Hotels Customer Experience Customer Journeys 195

ShepHyken

APRIL 3, 2017

This short article makes the case for why internal service is important and teaches us a few questions we should be asking our fellow employees (internal customers). 10 Traits of a Great Hotel Front Desk Agent by Rupesh Patel. Do they have hotel experience? Did they come from another hotel? Want Loyal Customers?

Social Media 76

Social Media Customer Service Hotels Hospitality 76

Storyminers

JULY 6, 2020

Annette was named one of “The 100 Most Influential Tech Women on Twitter” by Business Insider and is regularly recognized by companies around the world as a top influencer in Customer Experience. Arie is a Customer Insight, Customer Strategy, Customer Lifecycle Management, and Innovation Independent Consultant.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

InMoment XI

SEPTEMBER 25, 2024

.” — Andy Huang, AIA LEED Associate Designer, Gensler Aviation and Transportation Studio Hospitality & Hotel Management Revinate helps over 30,000 hospitality providers measure online presence, analyze consumer feedback, and reinvent the guest experience.

Data 195

Data Social Media Net Promoter Score Analysis 195

Storyminers

JULY 6, 2020

Annette was named one of “The 100 Most Influential Tech Women on Twitter” by Business Insider and is regularly recognized by companies around the world as a top influencer in Customer Experience. Arie is a Customer Insight, Customer Strategy, Customer Lifecycle Management, and Innovation Independent Consultant.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Wired and Dangerous

FEBRUARY 21, 2017

Sitting by the window on the top floor of a high-rise Dallas hotel provides an amazing panoramic view. Weather becomes up close and personal. We watched a major rain storm crawl across the distant plains and deliver a hard punch to downtown Dallas streets. It sent pedestrians scurrying for cover.

Self Service 93

Self Service Hotels Social Media Analysis 93

CSM Magazine

JANUARY 3, 2025

Freshdesk AI also offers advanced analytics and reporting features, providing valuable insights into customer interactions and support performance. Sentiment Analysis and Contextual Understanding Salesforce Einstein Salesforce Einstein is an AI-powered tool that provides deep customer insights for multilingual interactions.

Tools 52

Tools e-support Customer Satisfaction Travel 52

Forrester's Customer Insights

SEPTEMBER 21, 2014

For instance, the airline provides social booking services on WeChat to enable customer-to-business product innovation. customer analytics. customer insights. Customer Insights Social Intelligence big data customer analytics customer insights social listening' social listening.

Social Media 53

Social Media Airlines Transportation Travel 53

Wired and Dangerous

JANUARY 31, 2017

We enjoy checking into a hotel via the front-desk, complete with its capacity to influence our room choice and amenities. We have colleagues in the same geography doing the same role who would bypass check-in conversations to get straight to the hotel room.

Hotels 70

Hotels Culture Customers Study 70

Currency Alliance

JANUARY 18, 2021

It’s time for hotel operators to re-evaluate how well their ace in the hole – their loyalty program – is enabling every function of their business to deliver more value. Ask any traveler checking into a hotel after an exhausting business meeting, a white-knuckle flight, or a surprise marriage proposal. A bed is not just a bed.

Hospitality 52

Hospitality Loyalty Industry Hotels 52

CX Journey

AUGUST 29, 2018

As I write this post, I’ve just suffered another frustrating experience at a Novotel hotel. Gerry also has some typically frank and useful advice on metrics, including why NPS or CES are not enough; you need to think more carefully about metrics and customer insight. There are lots of practical tips to be picked up here.

Case Study 86

Case Study Hotels Consulting Culture 86

Thematic

FEBRUARY 23, 2025

Example: A hotel chain analyzing customer reviews can extract mentions of specific locations (e.g., "New York branch") to assess performance across different regions. Your Next Steps Text analytics is a powerful tool for uncovering customer insights, improving operations, and driving business growth.

Analytics 62

Analytics Social Media Analysis e-support 62

AWS Machine Learning

SEPTEMBER 22, 2022

It includes extracting marketing and customer insights from live social media feeds, videos, live events, or broadcasts, understanding emotions for research purposes, or deterring cyberbullying. text-list "We loved the Seashore Hotel! For example, “ABC Hotel” instead of “hotel,” “it,” or other common noun mentions.

Social Media 85

Social Media Contact Center Hotels Analysis 85

Thematic

OCTOBER 30, 2024

VoC analysis streamlines this process by providing real-time feedback from customers. By leveraging customer insights, businesses can make informed decisions quickly, saving time and resources while reducing the risk of launching products that do not meet market needs.

Voice of Customer 62

Voice of Customer Examples Industry Handbook 62

ReviewTrackers

JULY 27, 2017

Welcome to Customer Insights , a weekly digest of the most important stories about online reviews, customer feedback, and customer experience. This week: Banks must adopt a customer journey mindset, healthcare leaders discuss the importance of data, and more. Get Into the Right Mindset.

Customer Journeys 50

Customer Journeys Insurance Hotels Healthcare 50

Maz Iqbal

SEPTEMBER 18, 2014

What’s more, the two back office functions were a lot more responsive when someone from reception would call asking for help to resolve a customer problem. According to the authors: … InterLodge hotel business unit’s gross margin increased by 20 percent within eighteen months. What Results Showed Up At InterLodge?

Customer Centricity 67

Customer Centricity Case Study How To Hotels 67

ReviewTrackers

APRIL 27, 2017

Welcome to Customer Insights , a weekly digest of the most important stories about online reviews, customer feedback, and customer experience. It’s the end of the month, so that means this weeks’ Customer Insights focuses on four different industries: banking, hospitality, healthcare, and technology.

Insurance 50

Insurance Healthcare Hotels Hospitality 50

ReviewTrackers

JUNE 1, 2017

Welcome to Customer Insights , a weekly digest of the most important stories about online reviews, customer feedback, and customer experience. This week: Hotels must find ways to make it easy for guests to stay active. Subscribe to receive these stories and more every week in your inbox.

Customer Experience 50

Customer Experience Hospitality Hotels Exercises 50

Currency Alliance

JUNE 1, 2020

If you operate a hotel or airline, the margin on incremental revenue from rooms or seats that would have gone unsold is more than 80%. Create ‘wow’ moments to keep customers engaged. That would increase gross revenue in the short-term and dramatically increase retention – because you are keeping the customer’s value in your ecosystem.

Loyalty 72

Loyalty Consumers Marketing Loyalty Programs 72

Wired and Dangerous

AUGUST 24, 2015

After landing, I only had to go a short distance to the hotel and go to bed. I could have gotten to my destination faster on roller skates. I was on a much delayed flight to Dallas. It was my last flight of the evening. But, my seatmate was far from relaxed.

Hotels 70

Hotels Banking Customers Management 70

Clarabridge

FEBRUARY 23, 2017

We are excited to announce that we are now accepting nominations for the 2017 Clarabridge Customer Experience Champion (CxC) awards – North America. This is your chance to shine a light on all that you’re doing to put the customer first. 4- And of course, win some prizes ! They will be awarded two free passes to the C3 2017 event.

Customer Experience 49

Customer Experience Hotels Airlines Social Media 49

Currency Alliance

MARCH 20, 2020

share customer insight among partners, so you know how to maximize lifetime value for each customer, and can create more personalized engagement. Create a list of five important customer segments. For each segment, brainstorm which other brands those customers engage with more than a few times a year. What to do?

Loyalty Programs 52

Loyalty Programs Loyalty Hotels Travel 52

Clarabridge

OCTOBER 12, 2015

Working with Clarabridge, Rotana Hotels, one of the leading hotel groups in the Middle East and Africa, overhauled their guest survey and designed a more personalized survey experience, customized to each guest’s stay. At Rotana Hotels, low survey scores or customer complaints trigger an automated response management process.

Customer Experience 40

Customer Experience Hotels Knowledge Base Loyalty Programs 40

Eptica

APRIL 18, 2018

Author: Pauline Ashenden Not only are holidaymakers now booking their travel and accommodation online, but the web has also paved the way for new business models, with more people going direct to hotels and airlines rather than booking complete packages from traditional travel agents. Share this page on: Tweet.

Travel 49

Travel Brands Airlines Customer Experience 49

InteractionMetrics

NOVEMBER 11, 2024

Key takeaways: NPS has become a gamed system: Companies often prioritize the score itself over genuine customer feedback, leading to data that’s not meaningful. Gather real customer insights: Improve surveys by using a combination of well-crafted surveys, in-depth interviews, and careful analysis of customer behavior.

Survey 52

Survey How To NPS Net Promoter Score 52

BirdEye

NOVEMBER 8, 2023

Hotel review websites you can’t ignore What makes hotel review websites a reliable source of information before any traveler plans their journey is that reviews here offer a realistic and informed perception of accommodations, amenities, and services. Here are the two top sites for hotel reviews most people trust: 40.

Ecommerce 59

Ecommerce Travel Hotels Social Media 59

Currency Alliance

OCTOBER 12, 2021

The best-known loyalty programs are made up of many partnerships – such as United Airlines and Hilton Hotels, or Emirates and Marriott. The majority of existing partnerships at big loyalty programs are brokered with one goal in mind: creating more value for the most frequent customers.

Loyalty 59

Loyalty Loyalty Programs Airlines Travel 59

SurveySensum

JULY 14, 2020

He is both CCXP and CMRP certified, has been listed in the top 25 CX professionals by CX Magazine, and also published a book on Customer Experience. He specializes in operationalizing customer insight to drive better customer outcomes. Arie Goldshlager – Customer Strategy, Customer Analytics, Innovation Consultant.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

SurveySensum

MARCH 14, 2025

Surveys are widely used because they offer scalability, cost-effectiveness, and data-driven insights. They help businesses analyze customer preferences, product performance, and overall market demand. Understand Your Customers Like Never Before With SurveySensums AI-Powered Market Research Tool!

Marketing 52

Marketing Social Media How To Trends 52