GetFeedback

JANUARY 19, 2020

To prepare for a recent business trip, I booked a roundtrip flight, hotel, and rental car. For example, a few hours after checking into my hotel, I got an email with this message. If I just wanted to give feedback to Expedia or the hotel, I’d probably drop out at this point. . Posts and comments on social media.

Customer Journeys 365

Customer Journeys Touchpoint Survey Measurement 365

BirdEye

APRIL 1, 2025

Today, hotel review management is no longer a reactive taskits a strategic, revenue-driving function that directly impacts occupancy, guest loyalty, and long-term profitability. In most cases, a guest forms the first impression of your hotel long before their arrivaloften with a single glance at your online reviews.

Hotels 52

Hotels Management Guest Experience Hospitality 52

BlueOcean

JUNE 26, 2018

With that in mind, we reached out to Paul Jones, an award-winning hotel manager within the Best Western organization. Paul has earned acclaim for his exceptional management skills in the hospitality field – particularly his ability to generate loyalty with both staff and guests. Our attendants were stressed and quality was suffering.

Customer Service 353

Customer Service Hospitality Contact Center Hotels 353

C3Centricity

FEBRUARY 20, 2018

A recent post by John Ollila on Loyalty Lobby about customer journey maps and touchpoints in the leisure industry prompted me to share with you, an experience I had recently with the Hilton Group. After all, why pay a booking site when I know the hotel I want to stay in, right? On this occasion I was proven seriously wrong!

Customer Journeys 290

Customer Journeys Hotels Touchpoint CRM 290

PeopleMetrics

JANUARY 23, 2025

AI-powered text analytics processes open-ended survey responses, social media comments, and support tickets to identify recurring themes and sentiments. Example: A hotel chain uses AI to evaluate detractor feedback from post-stay surveys. Example: A retail chain sees declining CSAT scores for its online checkout process.

NPS 118

NPS Effort Score Metrics e-support 118

C3Centricity

MAY 20, 2019

It is true that without satisfaction, customers will not return to a hotel or restaurant. Brands that have a high following and loyalty have found a way to consistently engage their fans and keep them coming back. Research from Forbes shows that 81% of consumers’ purchase decisions are influenced by their friends’ social media posts.

Industry 266

Industry Strategy Hospitality Hotels 266

InMoment XI

JULY 16, 2024

The result is a robust brand reputation , increased customer loyalty, and ultimately, improved business results. The Role of Social Media and Reviews in Online Reputation Management For years now, social media and online reviews have emerged as pivotal elements in shaping consumer behavior and business outcomes.

Tips 195

Tips Management Social Media Hotels 195

InMoment XI

JULY 16, 2024

The result is a robust brand reputation , increased customer loyalty, and ultimately, improved business results. The Role of Social Media and Reviews in Online Reputation Management For years now, social media and online reviews have emerged as pivotal elements in shaping consumer behavior and business outcomes.

Tips 195

Tips Management Social Media Hotels 195

AskNicely

AUGUST 22, 2018

How many customer loyalty programs do you belong to? customer loyalty programs and yet is only active in 3.9. While loyalty programs promise to gain customer engagement with your brand as well as retention, and word-of-mouth, the sad truth is 53% of loyalty users admit to having quit at least one loyalty program in the last year.

Loyalty Programs 150

Loyalty Programs Loyalty Feedback Net Promoter Score 150

Customer Bliss

OCTOBER 30, 2018

Social media feedback from every type of customer group cites how much the person understood who they were or if they got them. Niki Leondakis, who’s the CEO of Equinox Fitness Centers , tells about an experience at a hotel that you may have had too. It impacts the experiences and the loyalties of your customers.

Case Study 256

Case Study Study Hotels Chief Customer Officer 256

Experience Investigators by 360Connext

NOVEMBER 12, 2014

A gentleman who travels extensively and is a top-tier member of a hotel loyalty program was telling me he just wished they’d ask him a few questions. He is often greeted in his hotel room with a bottle of wine and chocolates. A great experience, but for whom? He’s diabetic and doesn’t drink or eat sugar.

Brands 259

Brands Hotels Consulting Loyalty Programs 259

GetFeedback

NOVEMBER 25, 2019

Hotels: 76%. Internet Social Media: 72%. Learn how to use the CSAT metric, boost loyalty, and prove the ROI of your efforts. Health and Personal Care Stores: 77%. Health Insurance: 73%. Hospitals: 76%. Household Appliances: 80%. Internet Investment Services: 79%. Internet News and Opinion: 75%. Internet Retail: 80%.

Customer Satisfaction 293

Customer Satisfaction Industry Effort Score Apparel 293

ijgolding

NOVEMBER 25, 2014

The key driver of customer dissatisfaction with Premier Inn, one of the UKs biggest hotel chains is that fact that their wi-fi is not free – it is for 30 minutes, but that is not good enough. The hotel industry is one that needs to recognise the importance of Wi-Fi as a driver of customer dissatisfaction.

Social Media 212

Social Media Hotels Entertainment Retail 212

Experience Investigators by 360Connext

NOVEMBER 17, 2020

We know that building loyalty requires more positive interactions than negative ones. Customer clicks on the app or social media posts with the #CaptureKindness hashtag during the last two weeks of November will prompt T-Mobile to donate $10 to the organization. So let’s get proactive about how we thank customers.

How To 372

How To Airlines Social Media Course 372

InMoment XI

AUGUST 1, 2024

It includes both positive and negative feelings, like satisfaction, frustration, loyalty, and disappointment. For customer experience leaders, customer sentiment is crucial because it directly impacts customer loyalty, satisfaction, and retention. Why is Customer Sentiment Important? What is Customer Sentiment Analysis?

Measurement 195

Measurement Effort Score How To Hotels 195

PeopleMetrics

JANUARY 24, 2025

It can analyze survey comments, social media posts, in-depth customer interview transcripts and support tickets to uncover pain points in both CX and CS. Example: A hotel chain uses AI to assist agents during customer calls. This improves not only service efficiency but also overall CX.

Customer Service 118

Customer Service Customer Journeys Touchpoint e-support 118

Experience Investigators by 360Connext

OCTOBER 3, 2023

Surveys can certainly help us see patterns around satisfaction, loyalty, and other key performance indicators—but customers are getting tired of them. Social media monitoring: CX teams and brand leaders can monitor social media channels to see what customers talk about in relation to the brand.

Feedback 270

Feedback How To Social Media Analysis 270

InMoment XI

AUGUST 14, 2024

By leveraging natural language processing (NLP), AI can analyze customer reviews, social media posts, and support tickets to determine the overall sentiment—positive, negative, or neutral. Restaurants Restaurants can leverage AI to analyze customer feedback from review sites, social media, and direct feedback forms.

Feedback 195

Feedback Customer Experience Social Media Hotels 195

BirdEye

DECEMBER 28, 2022

Are you looking for ways to increase your social media followers? If the answer to either question is yes, you should consider running a social media contest. In fact, research shows that contests can be up to three times more effective than regular posts at generating engagement on social media.

Social Media 19

Social Media Video Brands Engagement 19

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. A memorable and positive guest experience drives customer satisfaction and fosters customer loyalty. What is Guest Experience?

Guest Experience 195

Guest Experience Trends Hospitality Customer Journeys 195

Very Best Service

DECEMBER 3, 2024

The Power of Omnichannel Customer Service Omnichannel customer service is about providing a seamless and consistent experience across all channels, including: Social Media: Social media platforms have become essential customer service channels. Prepared with the help of Gemini - prompted 3rd December 2024

Innovation 59

Innovation Customer Service Social Media Customer Service Representative 59

BirdEye

DECEMBER 8, 2022

Using social media to grow your business’s presence online is a great start, but keeping up with new platforms can be challenging. There are more than a dozen types of social media with more popping up every day. Table of contents Choosing the right social media types for your business 1. Social networks 2.

Social Media 98

Social Media Brands Video Entertainment 98

Bill Quiseng

OCTOBER 9, 2024

They are WOWED and happy, intent on returning repeatedly, spending more money, and raving to others on social media. QUI TAKEAWAY: Customer loyalty is not one BIG WOW to a customer. For hotels, offer bottled water at arrival and departure. Relationships build loyalty. Loyalty builds your business.

Customer Experience 173

Customer Experience Customer Service Social Media Hotels 173

Experience Investigators by 360Connext

SEPTEMBER 11, 2014

Sometimes it’s something small – like the fleeting thought of being a loyal customer and never hearing “thanks” – and sometimes it’s big, like spending the better part of the morning on the phone disputing a hotel charge for 2 rooms when I was only occupying one of them.

Company 231

Company Hotels Social Media Innovation 231

Experience Investigators by 360Connext

JANUARY 12, 2015

How can we increase loyalty? You like being loyal to these businesses because they earn your loyalty. They earn your loyalty because of how they make you feel. All loyalty and authentic word-of-mouth marketing results are based on emotion. As an example, I stayed at a hotel monthly in Birmingham, Alabama, for a while.

Loyalty 110

Loyalty Hotels Hospitality Loyalty Programs 110

Customers Rock!

OCTOBER 4, 2010

social media and customer loyalty, a very new topic at the time. Much has changed in the world of social media, and customer loyalty/customer service is just now being discussed as a social media goal. , Tony Hsieh (CEO of Zappos), Brian Solis (author of Engage!), We discussed.

Social Media 146

Social Media Conference Hotels Loyalty 146

ProProfs Chat

FEBRUARY 13, 2020

Efforts to retain customers, help you formulate effective loyalty programs that your customers enjoy being a part of. Let’s take a look at customer loyalty statistics and observe the various ways that help a business improve and boost customer loyalty. Customer Loyalty Statistics 2020 You Shouldn’t Miss.

Loyalty 109

Loyalty Loyalty Programs Social Media Retail 109

SurveyGizmo

FEBRUARY 4, 2021

Loyalty and retention are not the same, but they are definitely related. Loyalty is personal and emotional, while retention is a financial measure, is what Ryan Tamminga, VP of Customer Success at Alchemer, and Vanessa Bagnato, Director of Enterprise Solutions at Alchemer, explained recently in a webinar.

Loyalty 98

Loyalty Net Promoter Score Airlines Hotels 98

ijgolding

SEPTEMBER 18, 2014

As you would expect their hotel, transfer company and tour agent all were extremely compassionate and assisted in any way possible. Channels Communication Channels Customer retention and loyalty Recovery Social Media Travel accessible Aer Lingus Brian Ward customer empathy customer experience emotional facebook functional Ryanair'

Airlines 211

Airlines Travel Social Media Course 211

InMoment XI

MARCH 11, 2024

Feedback Collection: The feedback is then collected by the company through various channels such as surveys, reviews, social media, customer service interactions, and more. If the changes positively impact the customer experience, it reinforces positive behavior, loyalty, and satisfaction.

Feedback 195

Feedback Net Promoter Score Customer Experience Social Media 195

Beyond Philosophy

DECEMBER 10, 2018

But they keep coming, despite the fact that social media offers much better tools for learning what customers are thinking. Before the internet and social media, there were limited ways to get feedback from customers, especially if you didn’t have a brick and mortar location where you saw them face to face.

Social Media 158

Social Media Hospitality Survey Airlines 158

Alida

JANUARY 29, 2018

That’s why it’s important to keep your cool when concerned customers reach out to your brand, especially in the age of social media, where a misstep can go viral quickly. A study from Applied Marketing Science in collaboration with the social media company highlights the importance of acknowledging negative tweets.

Social Media 133

Social Media Wireless Airlines Loyalty 133

ReviewTrackers

MAY 15, 2017

Across all segments of the hotel and hospitality industry, online reputation has become one of the most powerful drivers of revenue and growth. This is where hotel reputation management comes in. Hotel Reputation Management Today. Social Media Link ). Hotel Reputation Management: Best Practices and Tactics.

Hotels 20

Hotels Management Net Promoter Score Social Media 20

InMoment XI

MARCH 27, 2024

A well-crafted automotive reputation management strategy is essential for any auto brand looking to build trust, foster customer loyalty, and thrive in a competitive market environment. Positive perceptions lead to increased sales and customer loyalty, while negative perceptions can harm sales and brand value.

Automotive 195

Automotive Management Social Media Feedback 195

Thematic

OCTOBER 30, 2024

It doesn’t matter what industry you’re in – customer experience (CX) is a critical component of customer acquisition, retention, and loyalty. This leads to increased customer satisfaction, loyalty, and retention.

Voice of Customer 62

Voice of Customer Examples Industry Handbook 62

Customer Bliss

JUNE 6, 2017

Our conversation charts Brad’s path from consultant to Bain, to Starwood hotels and his groundbreaking work at Peloton. As head of Member Experience, Brad is responsible for retention marketing, member lifecycle and loyalty, community, social media, email marketing, and member. About Brad.

Hotels 149

Hotels Social Media Consulting Loyalty Programs 149

TechSee

SEPTEMBER 24, 2019

On his last trip to London, he stayed at the Lord Rochester Hotel, since his tried-and-trusted Hotel Miranda Grand was overbooked. Delivering a consistent customer experience is imperative for companies that want to drive loyalty. Sam travels often for business. Was this evidence of a successful customer experience strategy?

Self Service 150

Self Service Strategy Customer Experience Hotels 150