ijgolding

FEBRUARY 3, 2015

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

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

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

DECEMBER 17, 2014

Customer Journeys Customer retention and loyalty Recovery Travel customer empathy customer experience customer experience recovery Customer Journey end to end customer journey Norwegian Norwegian Airlines Norwegian.com'

Airlines 209

Airlines Company Customer Journeys Travel 209

ShepHyken

SEPTEMBER 13, 2021

What Is Customer Loyalty and Retention (And 3 Tips for Improvement) by Scott Clark. CMSWire) Although the terms “customer loyalty” and “customer retention” are often used interchangeably, they actually refer to two different things. Are you ready to meet the customer’s new expectations?

Customer Service 158

Customer Service B2C B2B Customer Retention 158

ijgolding

MARCH 24, 2015

As I quite literally travel the world talking, listening and working with individuals and organisations who have an interest in Customer Experience, I am regularly asked who the world’s ‘best’ Customer Experience brands are. ‘Who is good at CX?’ ’ is a pretty typical question.

Brands 156

Brands Customer Experience Travel Customer Retention 156

ijgolding

JUNE 5, 2017

Travelling experiences are a common feature of my writing – in fact, some would say too much of a feature! On this occasion, we chose to travel to Paris by rail – not by air. Explaining that we were travelling on known busy weekend, we were pleased to be kept up to date with important information.

Airlines 164

Airlines Travel Hotels Transportation 164

ijgolding

NOVEMBER 25, 2014

I travel regularly with Virgin trains – their Wi-Fi has not worked properly for the last couple of years – it is Soooooo frustrating!!! Channels Communication Channels Customer Journeys Customer retention and loyalty Social Media Technology AirTight Wi-Fi Free Wi-Fi Lisa Rhodes Premier Inn social media Wi-Fi'

Social Media 212

Social Media Hotels Entertainment Retail 212

Kayako

MAY 11, 2017

Companies that utilize big data and customer analytics see 14% more customer retention than companies that do not, according to a 2014 report by Aberdeen Group. He is a technologist, digital strategist, BJJ blue belt, and loves to travel.

How To 289

How To Case Study Customers Industry 289

TechSee

OCTOBER 7, 2024

Cost Savings and Sustainability Impact Visual intelligence reduces the need for technician dispatches, trimming operational costs while also lowering carbon emissions associated with travel. Customer Retention and Environmental Responsibility Improved first-call resolution rates of up to 30% lead to higher customer satisfaction and loyalty.

ROI 124

ROI First Call Resolution Travel Return on Investment 124

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

SurveySensum

SEPTEMBER 21, 2023

This strategic move resulted in doubling their business, showcasing the power of leveraging customer retention to drive growth. Well, acquiring new customers can costs you five times more than keeping the ones you have. So, customer retention is indeed crucial. What is the Customer Retention Rate?

Customer Retention 52

Customer Retention Strategy Gamification Loyalty Programs 52

ijgolding

NOVEMBER 22, 2017

I must confirm that the focus of my blog is not switching from Customer Experience to travel! As I travel so much, when I am able, I will take the opportunity to take Naomi, the long-suffering Mrs Golding, to our absolute favourite – a culinary delight in a suburb of Chester called Hoole. So why am I telling you this?

Travel 379

Travel Customers Social Media Banking 379

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

Bold360

JANUARY 10, 2017

For travel and ecommerce sites in the months after New Year’s, bringing the right kind of traffic to your site can be tricky, and making the most of it is even harder. Address common customer service issues with self-service. ” Read more about creating a winning cx with self-service for travel and for retail.

Self Service 40

Self Service Omni-Channel Travel Retail 40

Bold360

DECEMBER 8, 2016

A funny thing happened when researchers asked consumers and marketers associated with the travel industry how they viewed the industry’s well-known loyalty programs. Seventy-three percent of the consumers, however, flipped the perception, looking at the programs as a great way for companies to show loyalty to customers. Far from it.

Customer Retention 40

Customer Retention Strategy Social Media Loyalty Programs 40

ijgolding

AUGUST 7, 2014

Like many others, when I visit a pub, coffee shop or restaurant whilst travelling alone, I like to do some work. A little more attention to detail may make the ‘maybe’ become a ‘definitely’ Customer Journeys Customer retention and loyalty CX Reviews customer experience reviews Doric Arch Fullers Fullers Doric Arch'

Customer Experience 201

Customer Experience Customers Training Customer Retention 201

ijgolding

MAY 10, 2018

Travelling as far and wide as I do, I consider myself extremely fortunate to witness first hand, customer experience in different cultural environments. That is until the very last day… With our flight departing at 23:25 at night, we had a day to kill before travelling to the airport.

Hotels 156

Hotels Travel Culture Customer Experience 156

Beyond Philosophy

MAY 31, 2019

According to mentalfloss.com , some people believed back when the first trains were running that if women traveled over 50 mph, their uteruses would fly out of their bodies. Now we travel at hundreds of miles an hour with no concern for melting or reproductive organs flying out of anyone. Other people thought humans would just melt.

Technology 95

Technology Transportation Travel Analysis 95

TechSee

JUNE 16, 2022

Sharad is the Managing Director (Strategy and Analytics) and global leader in the Applied Intelligence practice at Accenture, with deep expertise in AI-powered customer engagement, and the enterprise-wide adoption of AI across industries, including insurance, communications, travel, and health care. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

ijgolding

JULY 4, 2016

Last week I was on a train travelling from London to Chester. I was fortunate enough to be travelling with my wife, Naomi (not something that happens often enough!). Although he was shocked, the smile he gave me back made me feel great – I know it would have had a lasting effect on him today.

Fashion 156

Fashion Customer Experience Travel Customers 156

Thematic

FEBRUARY 24, 2025

In fact, customer-obsessed organizations report 51% better customer retention than those that are not. Brands are increasing their personalization budgets by 29% compared to last year, proving that customization is no longer optional—it’s expected.

Strategy 62

Strategy Customer Experience Social Media Handbook 62

ijgolding

JULY 1, 2015

It is special though – special because it showed how much developing their knowledge of the Customer Experience Profession meant to them. Now I have made it clear that I travel a lot. So you would imagine I have my travelling routine down to a T – wrong!! The ‘pants and socks’ experience!

Customer Experience 120

Customer Experience Travel Retail Infographics 120

Retently

MARCH 18, 2019

Does your company retain its customers or take them for granted? Customer retention is one of the most important aspects of growing your company, yet it’s one that many companies overlook, focusing more on acquiring new customers. After all, brands with high customer retention are usually companies with high NPS score.

Net Promoter Score 126

Net Promoter Score Omni-Channel Company NPS 126

ijgolding

MAY 2, 2017

We will also be rolling out a new app for our employees that will enable them to provide on-the-spot goodwill gestures in the form of miles, travel credit and other amenities when your experience with us misses the mark. You can learn more about these commitments and many other changes at hub.united.com.

Airlines 181

Airlines Customer Centricity Policies Travel 181

ijgolding

AUGUST 4, 2015

That is why when it comes to the summer holiday – or any holiday for that matter – we hope and expect that the organisations we choose to travel with are able to deliver an experience that takes away as much of the potential stress as possible. I travel a lot – all over the world. Maybe there was hope after all.

Hotels 120

Hotels Travel Airlines Customer Journeys 120

Lumoa

JANUARY 2, 2022

In contrast, the success rate of selling to existing customers is anywhere between 60% and 70%. So, focusing on customer retention is the better option. A negative tweet can go viral in minutes, causing massive damage to your brand’s image.

NPS 195

NPS Net Promoter Score How To Social Media 195

Alliance by IFS

MAY 28, 2019

To achieve it, you have to boost customer retention , attract new customers, and/or offer new products and services. Automated dispatch and scheduling also help FSOs reduce response time and cut travel and labor costs. Increase customer retention rate by over 11%. Increase technician productivity.

Software 92

Software Management Self Service Customer Retention 92

ijgolding

SEPTEMBER 14, 2015

Whatever happens, I hope that they and others who read this learn from the experiences that I and my colleague Neil had travelling from South Africa to Zimbabwe and then back to South Africa – brace yourselves, it will be a rough ride!! As regular travelers, it happens. The story starts on Monday the 7th September.

Hotels 120

Hotels Communication Customer Experience Travel 120

ShepHyken

DECEMBER 3, 2018

SmartBrief) As any business road warrior will tell you, air travel these days is far from a relaxing experience. On a recent flight, the author of this article met “Captain Adams,” who not only flew the plane but set the culture, empowered the crew and was the perfect example of a leader focused on the customer experience.

Customer Service 104

Customer Service Airlines Retail Social Media 104

Beyond Philosophy

OCTOBER 25, 2019

In this case, technology has provided a disruptor gap in the hotel business by changing customer behavior. ” They saw consumers were looking for ways to travel differently and find better deals. As I often say, it is these “greater value” issues that foster customer retention and loyalty.

Hotels 104

Hotels Travel Hospitality Consulting 104

SurveySensum

MARCH 5, 2025

Detects Emerging Trends : Helps businesses identify patterns in customer behavior and preferences. Boosts Customer Retention : Identifies at-risk customers through sentiment analysis , allowing timely intervention. Gain a unified view of the customer journey across all channels for prompt action.

Call Center 52

Call Center Analytics Contact Center Analysis 52

CSM Magazine

JANUARY 2, 2025

A front desk clerk who listens patiently to a travelers complaint will repair relationships quicker than someone who jumps straight to logistics. Improved Customer Retention Why does empathy matter for customer retention? When customers sense that support genuinely cares, theyre more likely to stay loyal.

Effort Score 52

Effort Score Case Study Culture Healthcare 52

Lumoa

AUGUST 8, 2023

According to Gartner research, leveraging the data obtained from direct customer feedback can increase the chances of upselling and cross-selling by 15-20%. This shows the tangible, bottom-line benefits of listening to your customers. How often do you buy travel tickets? Do you pay by card or cash?

Analysis 195

Analysis Survey Feedback How To 195

Alliance by IFS

MAY 31, 2019

Such factors as revenue growth and customer retention can be overarching business goals, but more granular metrics move these objectives, and are where you should look to define your KPIs. Customer satisfaction. Travel time (productivity). Net Promoter Score (customer satisfaction). Productivity.

How To 86

How To Management Net Promoter Score Travel 86

CCO Council

MAY 13, 2014

Highly satisfied customers increase their use of ancillary services such as seat upgrades, box food purchases, etc. Converting a detractor to a promoter yields an additional $100-140 per customer annually, or the equivalent of another flight traveled each year plus ancillary service purchases.

Customer Centricity 85

Customer Centricity ROI Measurement Chief Customer Officer 85

TechSee

JULY 24, 2018

Assisting customers when time is of the essence. In May 2018, she travelled from her home in Colorado to the Italian Dolomites to participate in the Dolorock 2018 climbing festival. Luckily, Joan had travel coverage. The post How technology can drive a customer centric culture: 3 true stories appeared first on Techsee.

Customer Centricity 104

Customer Centricity Culture Technology Travel 104