GetFeedback

NOVEMBER 25, 2019

Hotels: 76%. Learn how to use the CSAT metric, boost loyalty, and prove the ROI of your efforts. Fixed-Line Telephone Service: 70%. Food Manufacturing: 82%. Full-Service Restaurants: 81%. Gasoline Stations: 74%. Health and Personal Care Stores: 77%. Health Insurance: 73%. Hospitals: 76%. Household Appliances: 80%. Internet Retail: 80%.

Customer Satisfaction 293

Customer Satisfaction Industry Effort Score Apparel 293

Experience Matters

OCTOBER 20, 2015

We published a Temkin Group report, ROI of Customer Experience, 2015. This model shows that CX has the largest impact on the revenue of hotels ($823 million) and rental cars ($755 million) over three years. This research shows that CX is highly correlated to loyalty across 20 industries.

ROI 120

ROI Report Net Promoter Score Customer Experience 120

C3Centricity

MAY 20, 2019

It is true that without satisfaction, customers will not return to a hotel or restaurant. From ROI / ROR to ROE. This wonderful hotel encourages its guests to photograph their experiences during their stay at the resort and then to share them with their friends on Facebook.

Industry 266

Industry Strategy Hospitality Hotels 266

Experience Matters

JANUARY 21, 2020

In a previous post, I mentioned two reports from late last year that show the business value of CX, The ROI of CX and What Consumers Do After a Bad Experience. The XM Institute is kicking off the year with a research bang. Since then, we’ve actually published a number of new research reports with an emphasis on industry-specific data.

Industry 201

Industry Consumers Feedback Insurance 201

eglobalis

SEPTEMBER 28, 2024

Some dealerships seem to focus only on return on investment (ROI), missing the broader concept of value exchange with customers. This made it impossible to input the hotel address, and the system no longer recognized addresses that had previously been accessible. Before the trip, everything was working perfectly.

Automotive 472

Automotive Loyalty System Return on Investment 472

InMoment XI

OCTOBER 24, 2024

InMoment has also been recognized for having the fastest ROI time, the best support, and the easiest to use. Hospitality: Using a customer engagement platform, hotels and restaurants can streamline reservations, respond to guest messages, and manage personalized offers. out of 5 stars.

Customer Engagement 195

Customer Engagement Engagement Omni-Channel e-support 195

InMoment XI

JULY 16, 2024

Platforms like X, Meta/Insta, YouTube, and Google shape brand perceptions and impact purchasing decisions, directly affecting your ROI. For instance, a hotel chain could use predictive analytics to analyze past guest reviews and predict future trends in customer satisfaction.

Tips 195

Tips Management Social Media Hotels 195

InMoment XI

JULY 16, 2024

Platforms like X, Meta/Insta, YouTube, and Google shape brand perceptions and impact purchasing decisions, directly affecting your ROI. For instance, a hotel chain could use predictive analytics to analyze past guest reviews and predict future trends in customer satisfaction.

Tips 195

Tips Management Social Media Hotels 195

InMoment XI

OCTOBER 4, 2024

Furthermore, organizations that choose InMoment for the customer experience management solution realize ROI in half the time compared to competitors. A hotel chain implements a loyalty program to reward repeat customers with points that can be redeemed for discounts or other special offers. A vague understanding of the ROI.

Customer Experience Management 195

Customer Experience Management Customer Experience Management ROI 195

C3Centricity

DECEMBER 31, 2018

This post shares the three lessons learnt from a personal (bad) experience with a hotel chain and its “guaranteed lowest price” promise. If this is your situation, just follow the detailed steps of this post and you will soon be doubling, quadrupling, if not 10x the ROI of your data! These are: 1.

Brands 293

Brands Strategy Customer Journeys Infographics 293

Beyond Philosophy

MAY 20, 2023

We show you how all the things we talk about on this podcast apply in a practical way and can produce practical results, like an ROI. The post How to integrate Customer behavior into your journey maps to gain ROI appeared first on Beyond Philosophy. Click HERE to learn more about Professor Ryan Hamilton of Emory University.

Customer Journeys 78

Customer Journeys ROI Hotels Exercises 78

TechSee

FEBRUARY 5, 2019

ROI is fundamental, as C-suite executives at leading service providers demand measurable returns from their outlay. Answering the pressing need for ROI, the do it yourself approach – powered by intelligent virtual assistants – will continue to deflect the need for human interaction, delivering huge cost savings.

Trends 173

Trends Customer Experience Self Service ROI 173

Qualtrics

JANUARY 3, 2020

The XM Institute recently published a new report, The ROI of Customer Experience, 2019. There’s a lot more detail in the research, including industry-specific data, so make sure to download the free report, ROI of Customer Experience, 2019. Download the full report: ROI of Customer Experience, 2019. Instant Download.

ROI 68

ROI Customer Experience Net Promoter Score Effort Score 68

Kerry Bodine

OCTOBER 20, 2021

We find this simple, yet powerful chain of events in both business-to-consumer (B2C) organizations — like hotels and retailers — and in business-to-business (B2B) organizations — like consulting firms and enterprise software developers. Behaviors: You customer calls customer support.

Customer Experience 227

Customer Experience B2C Hotels B2B 227

CX Journey

NOVEMBER 6, 2014

No one has time to explore thousands of hotels in Mexico City and beyond, obtain park climbing permits, or plan driving and climbing routes. However, our guide nabs deep discounts on hotels, drives a van with plenty of room for gear, sparing us a rental, and even serves as our de facto translator and BS negotiator.

Hotels 171

Hotels Consulting Culture Chief Customer Officer 171

PeopleMetrics

FEBRUARY 4, 2025

Example: A hotel chain in the Growth Phase integrates AI-powered text analytics into its VoC program. The challenge now is keeping momentum, demonstrating ROI, and continuously refining the program. Detecting Early Warning Signs AI can spot subtle patterns in feedback that indicate dissatisfaction, even before scores drop.

Effort Score 62

Effort Score Touchpoint Financial Hotels 62

ijgolding

SEPTEMBER 24, 2015

Customer Experience Professionals are in constant need of evidence of the ROI of Customer Experience – it is fantastic that KPMG Nunwood are adding even more fuel to the fire! greater revenue growth than the FTSE 100; Financial Services companies, 14.2%; Grocery Retailers, 5.7%; and Hotels & Travel Companies, 5.1%.

Analysis 120

Analysis Omni-Channel Customer Experience Brands 120

Kayako

JULY 6, 2017

Ted Kinni sheds light on strategies that Disney employees in their hotels and theme parks use to delight guests and make customer experiences better. What is the ROI on having a customer-driven company? While outside of the traditional sphere of support, these tactics are definitely applicable to email, phone, and chat support.

Self Service 93

Self Service Handbook Customer Service Culture 93

Currency Alliance

JULY 16, 2024

‘Dynamic pricing’ is normally discussed in terms of the pricing of inventory – such as the cash price for a given hotel room, airline seat, or commodities, etc. With Artificial Intelligence (AI) starting to impact how brands operate, the ability to optimize ROI and value for members can be optimized at scale.

ROI 40

ROI Loyalty Loyalty Programs Hotels 40

Experience Matters

JUNE 16, 2015

This analysis examines the loyalty behaviors of promoters, passives, and detractors across 20 industries: airlines, appliance makers, auto dealers, banks, rental car agencies, computer and tablet makers, credit card issuers, fast food chains, health plans, hotel chains, insurance carriers, Internet service providers, investment firms, parcel delivery (..)

Report 120

Report Net Promoter Score Wireless Airlines 120

InMoment XI

APRIL 3, 2024

Each of these advantages leads to and reinforces the same outcome: Increased revenue and improved ROI on customer-facing initiatives. They also receive a pre-arrival guide with information about the hotel, local attractions, and transportation options. What Factors Make a Good Digital Experience?

Customer Expectations 195

Customer Expectations Meeting Customer Experience Touchpoint 195

SurveySensum

JULY 3, 2019

Despite the ongoing efforts hoteliers or restaurant owners have executed over the years, hotels or restaurants are still failing to deliver consistency in listening to guests. You never know, your biggest detectors can turn into your brand promoters if they feel engaged with your restaurant or hotel brand. Source: New Voice Media ).

Guest Experience 74

Guest Experience Net Promoter Score Management Hotels 74

Oracle

FEBRUARY 21, 2019

Indian Hotels Company Limited. “The Upshot Award for Best Demonstrated ROI in Marketing” Finalists. “The Upshot Award for Best Demonstrated ROI in Sales and Service” Finalists. . “The Insight Award for Best Use of Data” Finalists. ConnectWise. Covance Inc. Danske Spil. Schenck Process.

Omni-Channel 75

Omni-Channel Meeting Conference ROI 75

ChurnZero

FEBRUARY 16, 2025

That coffee shop that knows your order by heart, the hotel brand that puts extra pillows in your room without you having to ask, or the CSM that CSMed you into being a better CSM ( ooh, was that too meta? ) – tell it! 3: Your customer goes live tomorrow. And be sure to explain why each of your wishes are important.

Customer Success 52

Customer Success How To Return on Investment Hotels 52

Storyminers

JULY 6, 2020

His coverage topics include the ROI of CX, CX strategy and governance, how CX leaders secure and retain sponsorship, the buy/own/advocate customer journey, voice of customer (VoC) and survey strategies, customer journey mapping, CX analytics and measurement, the role of social media and word of mouth (WOM) in CX, and persona development.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Optimove

FEBRUARY 7, 2019

With offers that span the scope of travel solutions, including flights, hotels, cruises, tours and special experiences, the company was looking for specific ways to increase the relevance and response rates of their customer email marketing. Granular target segments. More than 100 of these target groups contain fewer than 500 customers.

Hotels 66

Hotels Travel CRM Groups 66

ShepHyken

JULY 26, 2019

Your tickets happen to arrive early, and the hotel automatically upgrades your room as complimentary. Measure the ROI at regular intervals – Last but certainly not the least, measuring the return of Investment. Here you get a chance to deliver excellent customer service. That’s when customer experience comes into play.

Software 119

Software Strategy Company Customer Experience 119

Gravy Analytics

AUGUST 19, 2019

This data can be used to improve ad CTRs and ROI, for competitive intelligence, and to improve the customer experience. As consumers go about their daily lives – visiting grocery or clothing stores, traveling out-of-town for a concert, and staying at a hotel – new visits are automatically created and added to the file.

Hotels 71

Hotels Travel Consulting ROI 71

North Highland

SEPTEMBER 3, 2019

While measuring impressions and reach of a sponsorship at an event like this will easily show one facet of success, it can be challenging to prove ROI and show that the sponsorship was a worthwhile business investment. But these human connections are hard to measure and challenging to relate to ROI.

Hospitality 61

Hospitality Industry Sports ROI 61

Kitewheel

MARCH 25, 2019

When someone is having an issue with guest services at a hotel for example, the hotel should not be bombarding them with ads for longer stays. Measure ROI across interactions. Measuring ROI is another place where customer journey orchestration can help. The first challenge is identifying the right metrics.

Hotels 76

Hotels ROI Customer Journeys Retail 76

ECXO

APRIL 13, 2023

Service culture – there is a strong service culture, with a high level of emphasis placed on hospitality and customer service in industries such as hotels and airlines. This cultural orientation can provide a strong foundation for CX practices. Different, but the same. What do customers expect?

Culture 156

Culture Customer Experience B2B B2C 156

Storyminers

JULY 6, 2020

His coverage topics include the ROI of CX, CX strategy and governance, how CX leaders secure and retain sponsorship, the buy/own/advocate customer journey, voice of customer (VoC) and survey strategies, customer journey mapping, CX analytics and measurement, the role of social media and word of mouth (WOM) in CX, and persona development.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Gainsight

MAY 18, 2020

Our amazing team applied the Golden Rule to each of their negotiations with venues, hotels, sponsors, suppliers, and ticket holders—and every single one of them responded in the same way. The two big questions I get more than any other are around cost and ROI. Pulse Everywhere cost us $10.90 per person net. To be continued….

ROI 105

ROI Multi-Channel Video Entertainment 105

Currency Alliance

OCTOBER 12, 2020

To provide a little excitement, I would add a cinema chain, some restaurant groups, and a hotel chain. You may know that revenue management systems at hotels are now so good, they can predict one month in advance how many rooms will be vacant on any given night. But, the hotel operator also knows it only costs about 7€ to clean a room.

Loyalty 98

Loyalty Marketing Loyalty Programs Banking 98

Currency Alliance

JANUARY 18, 2021

It’s time for hotel operators to re-evaluate how well their ace in the hole – their loyalty program – is enabling every function of their business to deliver more value. Ask any traveler checking into a hotel after an exhausting business meeting, a white-knuckle flight, or a surprise marriage proposal. A bed is not just a bed.

Hospitality 52

Hospitality Loyalty Industry Hotels 52

Eptica

APRIL 1, 2020

That means bots will be able to provide answers to more complex queries with multiple intents, such as “Please book a hotel room.and email me the bill for my last stay.” This means that they’ve tended to be the domain of large businesses that have these resources available.

Self Service 75

Self Service Knowledge Base ROI Hotels 75

SurveySensum

MARCH 14, 2025

For example , a hotel chain sends an email survey to guests after their stay, asking them to rate room cleanliness, staff service, and overall experience. This also leads to better ROI on marketing campaigns, as you can focus on the most profitable customer segments. The results help improve service standards and address any issues.

Marketing 52

Marketing Social Media How To Trends 52