Customer Bliss

NOVEMBER 6, 2018

In doing so, they can be incredibly valuable tools for organizations to understand their customer journeys—as in an in-depth article about Intel from The New York Times a few years ago—or in today’s case, donor journeys as shown at St. Jude Children’s Research Hospital which I visited a few weeks ago.

Hospitality 190

Hospitality Customer Journeys Video Chief Customer Officer 190

InMoment XI

JANUARY 17, 2024

In the dynamic world of hospitality, the ability to manage and enhance the guest experience often spells the difference between those who win and those who get left behind. A positive guest experience involves going beyond basic customer service. It encompasses the entire customer journey — through processes, policies, and people.

Guest Experience 195

Guest Experience Trends Hospitality Customer Journeys 195

InMoment XI

OCTOBER 24, 2024

When you can engage with customers across different platforms and see where those customers have contacted you and what they have said, you are more equipped to help them with their inquiries. Research shows that loyal customers are 64% more likely to make more frequent purchases from your business than regular customers.

Customer Engagement 195

Customer Engagement Engagement Omni-Channel e-support 195

InMoment XI

OCTOBER 29, 2024

To see how you could maximize your business revenue and ROI with InMoment’s voice of the customer (VoC) tools, fill out the ROI calculator below! So, if a competitor somehow offers an even smoother customer journey , they can be swayed even if it means they’ll have to spend more. Simplify Everything For Your Customers.

Loyalty 195

Loyalty Customer Experience Net Promoter Score Social Media 195

Customer Bliss

JUNE 20, 2017

Jackie McAtee, Vice President of Marketing and Customer Experience for Mayfair Medical Imaging, and I discuss her path from hospitality and marketing to her hybrid role of both marketing and customer experience. Much of Jackie’s background was in the luxury hospitality industry. Episode overview. About Jackie.

Innovation 200

Innovation Healthcare Customer Experience Net Promoter Score 200

InMoment XI

NOVEMBER 13, 2024

Pulling unstructured data from different sources helps you build a comprehensive dataset covering every touchpoint in the customer journey. For example, different sources may record customer names in different formats. This can include CRM data, social media, call center logs, service requests, and chat messages.

Customer Retention 195

Customer Retention How To Analysis ROI 195

InMoment XI

SEPTEMBER 1, 2022

Why Is Customer Retention Important? Regardless of the industry you’re in, retaining your customers should be one of the top four goals of your overall business (alongside acquiring customers, increasing customer lifetime value via cross-sell and upsell efforts, and reducing operating costs). Eliminate Customer Friction.

Customer Retention 195

Customer Retention How To Customer Journeys Telecommunications 195

Retently

NOVEMBER 29, 2024

Just like meeting someone new, customers form snap judgments – sometimes in just a few seconds – about your business. Whatever the touchpoint, that first moment matters more than you think. Here’s the thing: customers rarely tell you outright what they thought during those crucial first moments.

Survey 120

Survey Ecommerce Feedback Interaction 120

Michel Falcon Experience

OCTOBER 21, 2019

Determine Your Customer’s Pain Points. Customer journey mapping is an extraordinary exercise that hasn’t gone mainstream yet. In short, it’s when your team comes together to identify each interaction your customer experiences when doing business with you from beginning to end. Legacy is Crushing You.

Customer Journeys 111

Customer Journeys Customer Service Company Customer Centricity 111

InMoment XI

OCTOBER 4, 2024

Customer Experience (CX) is the overall perception someone has of your brand based on their thoughts and feelings after each interaction with your business. From visiting your Instagram page to buying your product, each touchpoint along a customer’s journey contributes to their feelings about your brand and what it offers.

Customer Experience Management 195

Customer Experience Management Customer Experience Management ROI 195

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

Experience Investigators by 360Connext

MARCH 15, 2018

In customer experience, a personal touch can go a long way to improve a typical touchpoint in the B2B journey. In #CX, a personal touch can go a long way to improve a typical touchpoint in the B2B journey. Click To Tweet. Human connections make a huge difference in B2B. So why am I sharing this today?

Connections 160

Connections B2B Fashion Touchpoint 160

InMoment XI

APRIL 3, 2024

Digital experience (also called digital customer experience or abbreviated as DX ) is an extension of traditional customer experience. But where customer experience takes every interaction into account, the digital experience focuses more specifically on those interactions that occur with digital touchpoints.

Customer Expectations 195

Customer Expectations Meeting Customer Experience Touchpoint 195

ECXO

NOVEMBER 16, 2023

It’s being embedded into workflows and customer touchpoints. It’s being deployed to generate real-time insights from vast data sets to serve customers, automate campaigns, streamline processes, make data-led decisions and drive efficiencies. They are piloting and embedding AI and GenAI around their core CX design.

Customer Experience 194

Customer Experience Chatbots Self Service Touchpoint 194

Happy or Not

NOVEMBER 13, 2024

Exceptional customer service goes beyond simply addressing customer inquiries—it involves anticipating needs, personalizing customer interactions, and delighting customers at every touchpoint. Read the full case study here 6.

Examples 36

Examples Customer Service Case Study Hospitality 36

ShepHyken

SEPTEMBER 29, 2020

Mystery shopping is one method of measuring the customer experience a business provides. Follow the customer journey as closely as possible to get the best read on what the customer experience is like. Get everyone in alignment with your mission and how they play a part in the customer journey.

B2C 126

B2C Hospitality Measurement B2B 126

TechSee

FEBRUARY 5, 2019

Without further ado, here are 5 standout meta-trends with the potential to shape customer journey creation and curation in 2019. Augmented Reality Customer Experience. Seeing is believing and millions of customers of leading global brands already understand the value of interactive visual customer support.

Trends 173

Trends Customer Experience Self Service ROI 173

BirdEye

DECEMBER 19, 2024

Solution: Implemented Birdeye Surveys AI , integrated with their PMS (Appfolio), to automate feedback collection at key touchpoints: Move-in surveys Work order completion surveys Renewal feedback Custom resident satisfaction surveys Results: 54% increase in NPS promoters within 6 months Maintained a 4.5-star

Strategy 52

Strategy Marketing Social Media Hospitality 52

Thematic

OCTOBER 30, 2024

With a strong voice of customer strategy, tech companies can better predict future trends and understand how customers will react to the next wave of products and services. Hospitality and entertainment Like retail, the hospitality and entertainment sectors overwhelmingly operate in a customer-centric ecosystem.

Voice of Customer 62

Voice of Customer Examples Industry Handbook 62

CSM Magazine

SEPTEMBER 28, 2021

Now, as businesses reopen their doors and consumers engage in more leisure activities, we are seeing that those same platforms are providing a wealth of information that enhances the customer experience,” says Anthony Gaskell, Reputation’s EMEA Managing Director, “The hospitality industry is competitive.

Hospitality 52

Hospitality Study Consumers Social Media 52

CSM Magazine

MARCH 17, 2023

Businesses that optimise both the customer journey and the customer experience are rewarded with strong customer retention, revenues and brand reputation. But so many fail at the first hurdle because they don’t take the time to understand the customer journey. These journeys are more common than ever.

Customer Journeys 52

Customer Journeys Ecommerce How To Touchpoint 52

ShepHyken

DECEMBER 4, 2020

These experiences feel like a patch on the customer journey, rather than elements of a unified whole. These are the kinds of experiences that affect ONLY one moment on the customer journey, in isolation. When you offer only one better touchpoint, all the other points look and feel even worse.

Roadmap 113

Roadmap Customer Experience Airlines How To 113

Totango

JULY 31, 2020

There are four ways to speed up the process of onboarding and make sure your customers have a gratifying, successful experience. They are: Use Customer Goals and Objectives to Personalize Onboarding. Right Touchpoint, Right Time. Track Customer Progress and Optimize Your Onboarding Process.

Hospitality 127

Hospitality e-support Healthcare Touchpoint 127

InMoment XI

MARCH 4, 2024

While some may think the Likert scale is only used in academic research, it is a cornerstone of survey strategies across various industries such as travel & hospitality, automotive, and financial services. How the Likert Scale Effects Your CX Efforts The Likert scale is a great tool to be utilized in your customer experience efforts.

Comparison 195

Comparison Net Promoter Score Analysis Effort Score 195

Talkdesk

MARCH 17, 2020

Continuously improving the customer journey in order to achieve the perfect customer experience (CX) is the Everest of the CX-obsessed. This is largely due to complex and inflexible tools that are difficult to customize and require IT resources, developers or professional services to build and manage.

Contact Center 94

Contact Center Tourism Self Service Travel 94

Interactions

JULY 1, 2021

Why should hospitals and healthcare organizations care about patient experience? Service industries must keep customer experience in mind, otherwise they are contradicting this integral purpose. These touchpoints have an equal ability to influence the perception of the entire organization. Putting the care back into healthcare.

Healthcare 62

Healthcare Self Service Hospitality Customer Journeys 62

Avaya

JANUARY 16, 2018

Keeping up with these expectations requires an environment in which customer data can be seamlessly gathered and provided across teams, processes and touchpoints. The rise (and simplification) of customer journey mapping. IoT starts with the mobile app. Think smaller in 2018…specifically, mobile apps.

Customer Journeys 72

Customer Journeys Contact Center Consumers Financial 72

CSM Magazine

MAY 19, 2023

Customer Experience Engineering (CXE) is a growing field that focuses on designing, managing, and improving the interactions between a company and its customers. At its core, customer experience engineering seeks to ensure that every touchpoint a customer has with a company leaves a positive and lasting impression.

Customer Journeys 52

Customer Journeys Customer Experience Net Promoter Score Effort Score 52

Wootric CX Blog

MARCH 15, 2020

Jessica Pfeifer, Chief Customer Officer at Wootric, shared this recent story with our team: “I just had a customer reach out about putting their subscription on hold. They operate in the hospitality sector which has been particularly hard hit. Here’s a quick guide on how to automate closing the loop on customer feedback.

Company 125

Company e-support How To Chief Customer Officer 125

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. Other parts of the digital customer journey are more accessible to established hotel brands.

Hotels 40

Hotels Hospitality Loyalty Travel 40

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

Oracle

AUGUST 7, 2018

What are their behaviors and emotions in every interaction they have with your business across every stage of their journey? A great example is how Airbnb disrupted the hotel and hospitality industry. Startups and established multinationals alike are benefiting from creating ideas with a customer-led focus.

Innovation 111

Innovation Customer Journeys Customer Centricity Transportation 111

InMoment XI

JULY 1, 2024

This allows healthcare organizations to proactively manage patient outcomes, allocate resources more efficiently, and implement targeted interventions that reduce hospital stays and associated costs. The key is to connect customer experience data from every touchpoint and channel for a complete view of the customer journey.

Analytics 195

Analytics Data Effort Score Social Media 195

BirdEye

OCTOBER 27, 2020

In the experience economy, customers don’t expect their relationship with your business to end with a purchase. Whether they realize it or not, consumers expect value across the customer journey. Customer loyalty is now earned by delivering memorable experiences and forging genuine connections.

Net Promoter Score 98

Net Promoter Score Metrics Measurement Effort Score 98

SurveySparrow

JULY 26, 2023

. “Customer Experience” (CX) encapsulates the holistic journey a customer undertakes with a brand – from their initial interaction and purchase process to their after-sales interactions. Key metrics include customer satisfaction (CSAT), Net Promoter Score (NPS), and Customer Effort Score (CES).

Customer Success 52

Customer Success Customer Experience Customer Journeys Net Promoter Score 52

Retently

SEPTEMBER 3, 2023

Given the dynamic hospitality landscape, where user experiences can make or break a business, Airbnb stands as a prime example of how customer feedback can shape an industry giant. Central to Airbnb’s customer-centric approach is the Net Promoter survey – a strategic tool for understanding guest satisfaction and loyalty.

Net Promoter Score 78

Net Promoter Score Survey NPS Touchpoint 78

COPC

AUGUST 10, 2016

will be hosting a Customer Journey Mapping Workshop –. will lead a discussion on the what, why, and how of customer journey mapping. This research, which targets the travel and hospitality industry, was conducted by COPC Inc. Aitchison presented “Mapping the Customer Journey.”

Customer Journeys 40

Customer Journeys Hotels Conference Entertainment 40