CX Journey

SEPTEMBER 16, 2014

companies have a myriad of options for listening to customers online and uncovering when and where good and bad experiences are taking place. customer experience online reviews reputation voice of customer' With sites like Yelp, TravelAdvisor, Angie''s List, and more (not to mention Twitter, Facebook, blogs, etc.),

Customer Experience Management 164

Customer Experience Management Management CEM Customer Experience 164

Pointillist

JULY 5, 2019

How to improve your return on investment in Medallia, Qualtrics, Clarabridge and Concentrix By Steve Offsey Most organizations that have implemented a voice of customer program are happily collecting and analyzing multiple forms of customer feedback. How Mature is Your Voice of Customer Program?

Voice of Customer 45

Voice of Customer Net Promoter Score NPS ROI 45

ShepHyken

FEBRUARY 22, 2019

I could write a book just about my Trader Joe’s customer experience! DoubleTree Hotels is another customer-centric organization that models good CX. Many people choose to stay at DoubleTree Hotels simply because of the warm delicious chocolate chip cookie they receive at check-in. Think about that example for a moment.

Hotels 114

Hotels B2C Loyalty B2B 114

Thematic

DECEMBER 9, 2019

After some sight-seeing we needed to get back to our hotel and we weren’t anywhere near public transport. It’s easy to imagine a 2x better experience: Only waiting a few minutes for an air-conditioned taxi with a friendly driver who knows the way to our hotel. But my company already has a Voice of Customer program!

Feedback 126

Feedback Travel Voice of Customer Hospitality 126

InMoment XI

SEPTEMBER 25, 2024

Industrial & Aviation Design Gensler’s Los Angeles Aviation and Transportation Studio partnered with InMoment, leveraging sentiment analysis on customer feedback to make better-informed decisions about the planning and design of airports.

Data 195

Data Social Media Net Promoter Score Analysis 195

Qualtrics

JANUARY 22, 2019

I think it’s really moving to hear at AmEx about what that customer culture means -we don’t get it right all the time, that’s for sure. On bringing that voice of customer to life for all employees: We did little things like for our customer service, we built four London landing style phone booths.

Voice of Customer 33

Voice of Customer Hotels Survey Call Center 33

Storyminers

JULY 6, 2020

Augie Ray is a Vice President Analyst covering customer experience (CX) for marketing and CX leaders. Mr. A Renaissance Golf Resort, MI, recognized as one of the World’s Best Hotels by Travel+Leisure magazine. His latest book is The Heart of Hospitality: Great Hotel and Restaurant Leaders Share Their Secrets. Mike Wittenstein.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Customer Guru

JANUARY 30, 2018

It is the voice of the customer that gets absorbed by the team and then delivered to us. How would you want to capture the voice of customer effectively? From the customers’ point of view, what benefits are you bringing in for the customers?

Brands 95

Brands Customer Experience Marketing Entertainment 95

Storyminers

JULY 6, 2020

Augie Ray is a Vice President Analyst covering customer experience (CX) for marketing and CX leaders. Mr. A Renaissance Golf Resort, MI, recognized as one of the World’s Best Hotels by Travel+Leisure magazine. His latest book is The Heart of Hospitality: Great Hotel and Restaurant Leaders Share Their Secrets. Mike Wittenstein.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Second to None

MARCH 30, 2018

When I arrived at my hotel room, I was speechless. ” Second To None empowers customer-centric brands to deliver consistent, intentional and authentic consumer experiences. I did so immediately. The kind woman on the other end listened to my predicament and asked a variety of questions about my size, styles and color preferences.

Customer Experience 112

Customer Experience Airlines Brands Voice of Customer 112

Innovative CX

APRIL 1, 2021

A global hotel chain agent can’t cancel a reservation due to a major weather event causing thousands of flight cancellations because it’s less than 24 hours until check-in. Instead, the agent must contact hotel directly and ask permission while the customer waits on the phone. We apologize for any inconvenience.”

Customer Experience 59

Customer Experience Policies Hotels Insurance 59

Customer Guru

JANUARY 16, 2018

For instance, in the hospitality industry, employees across departments are aligned to the customers’ needs. What we do in hotels is that we get all department heads to talk to customers. If he doesn’t check with the end customer, he will never know whether the design is even appropriate for the owner.

Customer Centricity 110

Customer Centricity Industry Hospitality Management 110

ClearAction

MARCH 20, 2020

Customer-centric voice of the customer may seem automatic: it’s the customer’s voice, so isn’t it automatically customer-centric? “Centric” means “being at the center”, and if your voice-of-customer is asking about you, then it’s not really asking about them.

Customer Centricity 62

Customer Centricity Voice of Customer Customers Financial 62

Thematic

MARCH 30, 2025

For example, if a hotel guest fills out a post-stay survey complaining about slow check-in, a manager might call or email the next day to apologize and confirm the issue is being addressed. Prompt acknowledgment shows the customer you take their feedback seriously. Modern CRM systems are beginning to include voice-of-customer tracking.

Feedback 62

Feedback Roadmap Effort Score NPS 62

Customer Interactions

JULY 7, 2015

Don Peppers, co-founder of the Peppers & Rogers Group, recently blogged on LinkedIn about Non-Invasive Voice-of-Customer Feedback, in which he voiced concerns over how surveying customers directly can contaminate results. Don gave the anecdote of speaking to taxi drivers to discover the kind of service a hotel provided.

Hotels 28

Hotels Voice of Customer Groups Survey 28

Russel Lolacher

MARCH 29, 2021

Make sure to monitor and improve the customer experience. Using the SMS data to improve products/service – look at the feedback and trends acquired through this voice of customer channel. This is a valuable resource to learn about your customer, what they want and how they want to use your product or service.

Self Service 52

Self Service Engagement Banking eBook 52

Clarabridge

MAY 2, 2017

A revolution is brewing in sunny Miami Beach thanks to our ninth annual Clarabridge Customer Connections (C3) Conference. Clarabridge is powering this revolution by enabling brands to harness valuable customer data through new and existing features like text analytics , voice of customer , omni-channel case management and beyond.

Omni-Channel 40

Omni-Channel CEM Insurance Touchpoint 40

SurveySensum

JULY 14, 2020

Ali Malik is a certified CX Professional (CCXP) and specialist in CX, Brands & Market Research, designing Metrics & Measurements, Mystery Shopping & Voice of Customer & Employees Programs. Jo Mayes – Director of Customer Operations at Business Stream. LinkedIn : [link] /. Website : [link]. Website : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Qualtrics

NOVEMBER 6, 2019

From breaking down silos, making the business case for CX and (sometimes) even ignoring what the data was telling him, find out how Mastercard’s breakthrough customer experience came to be. You’re on vacation, it’s time to check out from your hotel and you realize you’ve lost your credit card. You call Mastercard of course.

Voice of Customer 33

Voice of Customer Touchpoint Hotels Customer Experience 33

Customer Alignment

MAY 11, 2017

Now every time you go anywhere or purchase anything, whether it’s your car service, your online sofa order, your hotel stay or even just your cup of coffee, you get asked for your feedback. Every single transaction seemingly needs to be rated but as a customer, there are just some things you don’t want to bother giving feedback on.

Feedback 40

Feedback Survey How To Hotels 40

CSM Magazine

AUGUST 22, 2019

With horizontal tracks and vertical themes, designed in collaboration with the executive advisory board, the agenda is focused on transforming customer service to meet changing customer demands. Senior Director, Customer Care, Hilton. SVP, Global Loyalty & Partnerships, Wydham Hotels & Resorts.

Customer Service Strategies 40

Customer Service Strategies Meeting Customer Service Strategy 40

Thematic

MARCH 13, 2023

There are no other options, other than doing some work in the hallway or taking a rest in the hotel room. Qualtrics, like Thematic, make Voice of Customer software. Malala Yousafzai talked about how her father gave her a voice by letting her sit at the table from the age of eight.

Entertainment 62

Entertainment Conference Advertising Airlines 62

Thematic

AUGUST 29, 2024

According to a recent McKinsey report , improving customer care is the fastest-growing priority for customer care leaders. And Voice of Customer (VoC) programs are among the most effective tools in the box. Voice of Customer (VoC) is all about tuning into what your customers really think.

Voice of Customer 62

Voice of Customer Social Media Analysis Feedback 62

SmartKarrot

MARCH 8, 2022

Caroline Andreola is a Client Success Strategy professional with product development, product marketing, commercial planning, customer success , and project management skills to name a few. Caroline was also named one of the Top 100 Customer Success Strategists for 2020-2021. Catherine Blackmore. Morika Georgieva.

Customer Success 21

Customer Success Customer Journeys Chief Customer Officer Customer Centricity 21

CX Journey

JUNE 10, 2019

While it’s important that every event goes off smoothly, if it wasn’t for the content, the event would just be, well, a gathering of people at a hotel. Sadly, your speakers are an after-thought – or so it seems more often than not.

Hotels 144

Hotels Feedback Engagement Voice of Customer 144

PeopleMetrics

JULY 24, 2019

Yes, you should tie compensation to your Voice of Customer (VoC) program ( it’s the best way to get your people to actually use it! ). Your bonus program could be based on people achieving a particular NPS level or customer satisfaction score. But be strategic about how you do it. Monetary bonus programs.

CEM 61

CEM How To Hotels NPS 61

PeopleMetrics

FEBRUARY 21, 2018

A lot of money and resources are spent on marketing and advertising -- creating wonderful visions within customers’ minds about what an experience with any given brand is going to feel like and look like. Customers will not be happy, they won't come back, and you won't get the ROI from your Voice of Customer program.

CEM 67

CEM Marketing Advertising Video 67

CX Journey

JUNE 10, 2019

While it’s important that every event goes off smoothly, if it wasn’t for the content, the event would just be, well, a gathering of people at a hotel. Sadly, your speakers are an after-thought – or so it seems more often than not.

Hotels 80

Hotels Feedback Engagement Voice of Customer 80