Retently

SEPTEMBER 3, 2023

Airbnb strategically sends out the survey shortly after a guest’s stay to capture fresh impressions while the experience is still vivid. The frequency of survey distribution varies but often aligns with significant touchpoints, ensuring Airbnb remains in tune with guest sentiments throughout their journey.

Net Promoter Score 78

Net Promoter Score Survey NPS Touchpoint 78

SurveySparrow

JUNE 28, 2023

Customer experience refers to the overall perception customers have of a company based on their interactions and engagements throughout their journey. It encompasses every touchpoint, from the first point of contact to post-purchase support.

Customer Experience 52

Customer Experience Customer Journeys Net Promoter Score Customer Centricity 52

Happy or Not

APRIL 1, 2025

By leveraging customer feedback analysis tools, businesses can identify trends, enhance customer satisfaction feedback, and create better customer retention strategies. Using the right customer feedback tool at key touchpoints in the customer journey allows companies to identify customer pain points and take action swiftly.

Feedback 36

Feedback Net Promoter Score Effort Score Customer Retention 36

SurveySparrow

JUNE 30, 2023

Understanding Customer Experience Design What is CX design, you ask? Customer experience design, often abbreviated as CX design, revolves around designing customer experiences with a customer-centric approach. 2 Consistency: Consistency is crucial in customer experience design.

Customer Experience Design 52

Customer Experience Design Customer Experience Effort Score Customer Journeys 52

ENGAGE.cx

OCTOBER 13, 2016

The solution is to create an empowered ecosystem, tailored for the hospitality industry, that governs the entire customer experience — from booking, to arrival, to time spent at your destination (both on the property and off), to departure. So, the higher the score, the more engaged the customer.

Engagement 40

Engagement Guest Experience Hotels Hospitality 40

Currency Alliance

OCTOBER 11, 2018

It does give pause for thought, however, that agile tech companies have proven more apt at filling these gaps: owning more of the customer journey, gathering more detailed data, and making more relevant and personalized offers. Many of these are experience-enhancers which double up as upselling platforms.

Hotels 40

Hotels Hospitality Loyalty Travel 40

Smith+co CX

SEPTEMBER 26, 2013

And lest you think that the problem lies solely with hotels, it doesn’t; I challenge any brand not to have their own top ten things that irritate their customers. The hotel guest experience: my top ten irritants…. 2) Put yourself in your customers’ shoes. The pillow epidemic.

Hotels 34

Hotels Customer Experience CEM Course 34

ReviewTrackers

MAY 11, 2018

The end-to-end guest experience — from research and reservations to ordering, delivery, consumption, and payment — can now happen in a handful of screen taps or mouse clicks. Those that implement service-inclusive pricing, meanwhile, experience a ratings drop of only about a 10th of a point. Stay responsive to customer needs.

Customer Satisfaction 93

Customer Satisfaction Guest Experience Trends Tips 93