Experience Investigators by 360Connext

OCTOBER 3, 2023

With the help of artificial intelligence and a few less technical approaches, you can greatly improve your customer experience by listening to unspoken feedback. 3 Ways to Listen to Untold Customer Feedback Don’t get me wrong, surveys are still valuable for improving your CX strategy.

Feedback 270

Feedback How To Social Media Analysis 270

Comm100

JANUARY 25, 2018

Hotels and tourism simply wouldn’t exist without the positive perceptions of the people who use them. But creating an effective feedback survey isn’t easy, especially for busy hoteliers. But creating an effective feedback survey isn’t easy, especially for busy hoteliers. When to Ask for Feedback. Consider Your Reputation.

Tourism 145

Tourism Hotels Customer Satisfaction Survey 145

BirdEye

JANUARY 24, 2025

Today’s digital world makes social media marketing for hotels essential to their growth strategy. With billions of potential guests hanging out on Instagram, TikTok, and Facebook, it’s a crucial way to get your hotel noticed. Bottom Line Up Front Successful hotel marketing isn't just about showing up.

Social Media 52

Social Media Hotels Strategy Marketing 52

Experience Matters

JANUARY 21, 2020

Enjoy these free reports: Industry CX Snapshots This series of reports dig into CX data for a number of industries: Airline, Auto, Banking, Health Insurance, Hotel, Insurance, Read More. The post New Research Digs Into Industries And Consumer Feedback Patterns appeared first on Experience Matters.

Industry 201

Industry Consumers Feedback Insurance 201

ReviewTrackers

AUGUST 19, 2020

Hotel review sites are one of the most important sources of customers in the hospitality industry. Research shows that 78 percent of consumers use online reviews to compare hotels before placing a reservation. By comparing hotels on multiple review sites, consumers get a comprehensive picture of your business. TripAdvisor.

Hotels 123

Hotels Hospitality Travel Social Media 123

PeopleMetrics

APRIL 11, 2025

If you want to truly transform your VoC program collect feedback while the customer is still in the experience. In-moment feedback changes everything! Because waiting even a few hours (let alone days) after an experience to ask for feedback adds friction, memory loss, and apathy. Your Turn Are you collecting in-moment feedback?

Feedback 62

Feedback Hotels Wait Times Customer Journeys 62

Experience Matters

SEPTEMBER 9, 2014

Here’s the executive summary: To understand how customer experience corresponds to loyalty, we examined feedback from 10,000 U.S. The research shows the connection between customer experience, loyalty, and revenue growth for 19 industries. consumers describing their experiences with and their loyalty to 268 companies.

ROI 316

ROI Report Net Promoter Score Customer Experience 316

Thematic

MARCH 30, 2025

Customer expectations today are sky-high, and simply collecting feedback isn’t enough. Many companies pride themselves on building a customer feedback loop to find out customers’ pain points, but the real test is what happens next. If you want to know more about closing the customer feedback loop, then read on.

Feedback 62

Feedback Roadmap Effort Score NPS 62

InMoment XI

MARCH 11, 2024

So many businesses today are focused on getting feedback for the sake of getting feedback. But, most businesses fail to act on a lot of the feedback they receive. In order to create a truly great customer experience, you need to implement a customer feedback loop that will integrate your customers into the business.

Feedback 195

Feedback Net Promoter Score Customer Experience Social Media 195

GetFeedback

JANUARY 19, 2020

To prepare for a recent business trip, I booked a roundtrip flight, hotel, and rental car. As my trip progressed, I got email requests for feedback at each step. For example, a few hours after checking into my hotel, I got an email with this message. Think “Survey+” for Customer Feedback. Surveys are highly versatile.

Customer Journeys 365

Customer Journeys Touchpoint Survey Measurement 365

Beyond Philosophy

OCTOBER 17, 2024

Listen to the podcast: Getting customers to leave feedback is a challenge. However, that feedback is essential to managing your experience. So, I am sharing it here as well since many of you might have the same question about getting customer feedback. First, we should talk about the difference between feedback and reviews.

Feedback 78

Feedback Tips Survey Customers 78

Zonka Feedback

MAY 25, 2022

When it comes to running a hotel business, it becomes vital to see if you were able to satisfy your guests or not because hotel guests usually share their experiences with their friends and known ones.

Hotels 98

Hotels Tools Survey Hospitality 98

eglobalis

SEPTEMBER 28, 2024

Failure to Close the Loop on Customer Feedback: Instead of using customer feedback to improve services, some dealers in Europe—such as those in Ingolstadt and Pfaffenhofen, Bavaria—ignore or dismiss complaints. Leverage Feedback: Actively listen to and respond to customer feedback to continuously improve services and quality.

Automotive 478

Automotive Loyalty System Return on Investment 478

AskNicely

AUGUST 22, 2018

Here are three hacks you can use to ensure your program works better for you: Action Real-Time Customer Feedback. Actioning real-time customer feedback is the best way to understand your customers. Here’s a cool example: A local hotel wanted better insight into their customers’ needs. Click below and get a demo. Get a Demo.

Loyalty Programs 150

Loyalty Programs Loyalty Feedback Net Promoter Score 150

GetFeedback

JULY 19, 2019

The same survey showed that when hotels get the customer journey right, customers are 61% more willing to recommend the hotel than customers of hotels that only focus on touchpoints. Use that test as an opportunity to see how many surveys were filled out, to understand the quality of the feedback being received, etc.

ROI 309

ROI How To Touchpoint Hotels 309

C3Centricity

OCTOBER 1, 2019

I was recently in the US and as seems to be the norm these days, the hotel in which I stayed asked me to rate their performance afterwards. I completed their form, giving only four and five-star ratings, as I had been very satisfied with my stay, the hotel rooms, the staff and their services. ” Shocking mail isn’t it?

Customer Satisfaction 245

Customer Satisfaction Hotels Marketing Customer Centricity 245

InMoment XI

JULY 16, 2024

With this in mind, we want to make it clear that it isn’t just about monitoring and management of these feedback channels, but actively engaging with and learning from your customers. Positive feedback and high ratings can significantly bolster a brand’s reputation, making it more attractive to potential customers.

Tips 195

Tips Management Social Media Hotels 195

InMoment XI

JULY 16, 2024

With this in mind, we want to make it clear that it isn’t just about monitoring and management of these feedback channels, but actively engaging with and learning from your customers. Positive feedback and high ratings can significantly bolster a brand’s reputation, making it more attractive to potential customers.

Tips 195

Tips Management Social Media Hotels 195

GetFeedback

NOVEMBER 25, 2019

Hotels: 76%. So, as you’re monitoring your CSAT score, you should also be collecting feedback, acting on it, and implementing other strategies that will actually improve the experience; this will ultimately lead to a better CSAT score and other desirable business outcomes. Fixed-Line Telephone Service: 70%. Food Manufacturing: 82%.

Customer Satisfaction 293

Customer Satisfaction Industry Effort Score Apparel 293

InMoment XI

AUGUST 1, 2024

Customer sentiment analysis involves using natural language processing (NLP) and machine learning techniques to analyze customer feedback from various sources— think social media, reviews, surveys, and more. Early Issue Detection : Monitoring customer sentiment enables businesses to detect negative feedback and emerging issues early.

Measurement 195

Measurement Effort Score How To Hotels 195

Thematic

DECEMBER 9, 2019

The one resource that all companies (both tech and non-tech) already have is customer feedback. Turns out customer feedback can really propel digital transformation, and it’s easy to get started! After some sight-seeing we needed to get back to our hotel and we weren’t anywhere near public transport. They were 7 months and 2.5

Feedback 126

Feedback Travel Voice of Customer Hospitality 126

ShepHyken

NOVEMBER 3, 2021

I would love to get some service-related feedback. My hotels have struggled this year with our service scores. I think you’ll agree that you don’t have to be in the hotel or hospitality industry to benefit from answering these questions. This hotel owner knew his ratings were slipping and wanted to do something about it.

Hospitality 169

Hospitality Customer Experience Hotels Feedback 169

Customer Bliss

AUGUST 15, 2017

After leading the Customer Relations team for Thomas Cook in Germany she built up and developed an industry-leading Quality Management function for the whole Group with a focus on continuously improving the companies’ hotel portfolio and helping hotels to improve their quality and their customer experience by working actively with Customer feedback.

Travel 204

Travel Industry Hotels Customer Journeys 204

Lumoa

JULY 17, 2022

Lumoa Product News for July 2022 We now offer feedback translation to German! By default, when a feedback gets summited to Lumoa, we translate it into English, then look at it’s sentiment, etc. Now, we can have ANY feedback be translated to German and the analysis done on the German version of the comment.

Case Study 195

Case Study Hotels Knowledge Base Study 195

InMoment XI

JANUARY 17, 2024

Guest experience refers to the overall impression and satisfaction that a guest has during their interactions with a hospitality brand or establishment, such as hotels, restaurants, resorts, and attractions. What is Guest Experience?

Guest Experience 195

Guest Experience Trends Hospitality Customer Journeys 195

InMoment XI

OCTOBER 24, 2024

Healthcare: Healthcare providers can use digital customer engagement platforms to manage patient feedback , send appointment reminders, and deliver personalized information such as a care plan.

Customer Engagement 195

Customer Engagement Engagement Omni-Channel e-support 195

InMoment XI

NOVEMBER 16, 2021

If you obtain customer contact information from business units, such as stores, hotels, dealerships, etc., This not only helps in reducing abandonment, but also helps customers recall the event accurately so they can give more thorough feedback. it’s important to look at sample quality at the unit level.

Survey 370

Survey Automotive Comparison Hotels 370

Helpware

FEBRUARY 14, 2023

Great reviews are often proof of a great hotel guest experience. When more people share their positive experiences online, the hotel’s reputation dramatically improves. In contrast, even one instance of negative feedback can send ratings into a downward spiral.

Guest Experience 70

Guest Experience Hotels Hospitality Strategy 70

Thematic

MARCH 29, 2020

How insights and analytics professionals can turn overwhelming volumes of customer feedback into a continuous product feedback loop. Whether your product is a vacuum cleaner, a mobile app, or a SaaS solution, product feedback should drive decision-making. I spent the last 5 years building Thematic , a customer feedback solution.

Feedback 111

Feedback How To Analysis e-support 111

InMoment XI

MARCH 1, 2016

Does your CX program deliver timely feedback to the people who are empowered to take action? My husband and I recently splurged to stay at a high end hotel while attending Austin City Limits. Given the steep nightly rate, we were surprised at the incredibly small room we were given with a clear view of. View Article.

Hotels 150

Hotels Feedback Retail 150

InMoment XI

MARCH 1, 2016

Does your CX program deliver timely feedback to the people who are empowered to take action? My husband and I recently splurged to stay at a high end hotel while attending Austin City Limits. Given the steep nightly rate, we were surprised at the incredibly small room we were given with a clear view of. View Article

Hotels 150

Hotels Feedback 150

InMoment XI

MARCH 1, 2016

Does your CX program deliver timely feedback to the people who are empowered to take action? My husband and I recently splurged to stay at a high end hotel while attending Austin City Limits. Given the steep nightly rate, we were surprised at the incredibly small room we were given with a clear view of. View Article

Measurement 150

Measurement Hotels Feedback 150

Lumoa

APRIL 28, 2024

They offer you one space where you can collect all the customer feedback, analyze it, report it, and adjust your cx insights strategy by collecting. Medallia is known for its robust analytics and reporting capabilities, providing in-depth insights into customer feedback and trends. That’s where customer experience platforms come in.

Self Service 195

Self Service Customer Journeys Multi-Channel Feedback 195

BirdEye

FEBRUARY 20, 2025

The right platforms can influence buying decisions, enhance search rankings, and provide valuable customer feedback. With its reviews prominently displayed in Google search results and Maps, its often the first place customers check for feedback. The key is knowing which ones to prioritise. It is ideal for small and local businesses.

Automotive 94

Automotive Insurance Healthcare Hospitality 94

GetFeedback

APRIL 15, 2019

You can prevent logistical problems by offering to help out-of-town visitors find reliable transportation from their hotel to your venue. For the post-event survey, we recommend asking a mixture of general and specific questions to get more comprehensive feedback. It’s direct and to the point, so expect some painfully honest feedback.

Survey 207

Survey Transportation Conference Hotels 207

GetFeedback

NOVEMBER 20, 2018

You can use them before, during, and after events to gather attendee feedback, stay in tune with sponsors, and monitor overall satisfaction. Throughout the conference, they used event surveys to generate attendee feedback after breakout and partner theater sessions. Event feedback may mean more data to sift through (i.e.

Conference 199

Conference Survey Tips Feedback 199

Customer Bliss

DECEMBER 26, 2018

Stop Begging For Survey Scores and Get Real, Authentic Feedback. Hotels, hospitals, insurance companies, pet stores, airlines, you name it. It turned out to be the right approach because once we stopped begging for scores , we began to get real and authentic feedback that helped the company improve.

Chief Customer Officer 203

Chief Customer Officer Effort Score Survey Automotive 203