ECXO

DECEMBER 25, 2024

Building loyalty: Satisfied customers are more likely to become repeat buyers and brand advocates, boosting lifetime value. Why It Works: A detailed understanding of the customer journey allows you to target improvements where they matter most, boosting satisfaction and loyalty. I usually call them MoTs (Moments of Truth).

Customer Experience 156

Customer Experience Customer Journeys Social Media e-support 156

Experience Investigators by 360Connext

DECEMBER 15, 2014

This often means creating special loyalty programs , elite experiences, and special perks to maintain the top 1% of customers. Airlines have recently taken to creating secret, invitation-only loyalty programs for their most valued customers. Loyalty is earned by brands that personalize and deliver a meaningful experience for customers.

Loyalty Programs 268

Loyalty Programs Airlines Social Media Loyalty 268

BirdEye

NOVEMBER 30, 2023

The travel industry has undergone remarkable transformation over the past few years. While online bookings are still popular, curated travel experiences are also gaining traction. Travelers are increasingly seeking off-beat destinations with guided tours. How do you market your travel agency?

Travel 110

Travel Marketing Social Media Hotels 110

CSM Magazine

MARCH 14, 2025

As consumer habits shift and expectations grow, brands face increasing pressure to create loyalty programs that feel personal, relevant, and rewarding. Here, we will explore the latest strategies shaping loyalty programs in 2025 and what they mean for your brand. This affects everyone.

Loyalty 52

Loyalty Trends Strategy Loyalty Programs 52

ijgolding

SEPTEMBER 24, 2014

I am very fortunate to travel a great deal as I help and guide organisations on their customer centric journeys. Last week I had the pleasure of travelling to Kuala Lumpur. Due to a complicated schedule, I ended up travelling out to Kuala Lumpur with Emirates and home again with Etihad. So let’s get started! How annoying!!

Customer Experience 246

Customer Experience Airlines Travel Entertainment 246

ijgolding

NOVEMBER 18, 2014

Despite all the travelling I do these days, I am still someone who gets excited about travelling to places I have never been before. I often do not get much chance to see the sights and experience the culture, but I do get the opportunity to eat nice food, stay in good hotels and travel with well known operators.

Customer Expectations 215

Customer Expectations Hotels Airlines Travel 215

ECXO

JUNE 11, 2023

It’s the foundation for building brand loyalty, adoption and providing customers with an unforgettable, consistent experience. This has again resulted in improved customer satisfaction and increased loyalty. This has resulted in increased customer satisfaction and loyalty, and has helped BBVA become a leader in digital banking.

B2B 390

B2B B2C Touchpoint Customer Journeys 390

InMoment XI

FEBRUARY 7, 2024

Out of nowhere, citizens were flocking in droves to distant lands, as travel by plane, sea, and car surged. The coming year is no exception, as consumers across the globe plan to make travel a priority, despite ongoing economic uncertainty. Each traveler is different, with unique needs, preferences, and motivations for travel.

Hotels 195

Hotels Guest Experience Travel Social Media 195

GetFeedback

NOVEMBER 25, 2019

Internet Travel Services: 78%. Learn how to use the CSAT metric, boost loyalty, and prove the ROI of your efforts. Internet Investment Services: 79%. Internet News and Opinion: 75%. Internet Retail: 80%. Internet Search Engines and Information: 79%. Internet Service Providers: 62%. Internet Social Media: 72%. Life Insurance: 80%.

Customer Satisfaction 293

Customer Satisfaction Industry Effort Score Apparel 293

CloudCherry

AUGUST 22, 2019

From Amazon to Uber, to the travel convenience of a guitar that folds in half (no, we’re not joking), companies and products that are truly making a mark know that convenience is king. He is also the creator of The Customer Focus , a customer service training program which helps clients develop a customer service culture and loyalty mindset.

Travel 240

Travel Customer Service Training Culture Loyalty 240

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. 70% of consumers say that how well a company understands their individual needs impacts loyalty. Salesforce ). scale of 1 to 5). Ready to Get Started?

Customer Service 292

Customer Service Ecommerce Effort Score e-support 292

InMoment XI

JANUARY 17, 2024

With today’s travelers raising their expectations while being exposed to a seemingly unlimited number of hospitality solutions, it is critical that operators deliver experiences that reflect the lives of their customers. A memorable and positive guest experience drives customer satisfaction and fosters customer loyalty.

Guest Experience 195

Guest Experience Trends Hospitality Customer Journeys 195

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. And it’s not a single metric.

Loyalty 98

Loyalty Net Promoter Score Airlines Hotels 98

ijgolding

NOVEMBER 13, 2014

Customer retention and loyalty CX Professionals CX Strategy Travel customer experience Michael O''Leary Ryanair Ryanair Customer Experience Tony Ryan' Grateful to have an amazing advocate of the financial benefits of improving Customer Experience. Grateful for any past, present or future customer of Ryanair.

Brands 249

Brands Airlines Financial Travel 249

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. The evaluations always lead to improvements which then lead to results like increased online conversions or loyalty. A great experience, but for whom?

Brands 259

Brands Hotels Consulting Loyalty Programs 259

Michelli Experience

APRIL 18, 2017

So how can both airline industry leaders and the rest of us (passengers) work together to create a more viable travel experience in a challenging industry? As Delta did, beef up the compensation to induce passengers to disrupt their travel voluntarily when circumstances necessitate. Such things as….

Airlines 230

Airlines Travel Transportation Customer Centricity 230

BlueOcean

OCTOBER 30, 2018

These new jobs come after a long-time client, and world-leader in travel insurance, expanded their call center business with Blue Ocean. Blue Ocean Contact Centers provides the opportunity to strengthen and enhance these customer relationships and build lifetime loyalty leading to increased profitability.

Contact Center 132

Contact Center Call Center Insurance Travel 132

GetFeedback

FEBRUARY 15, 2019

With the prevalence of social media, customer reviews travel quick and have a broader audience. This means that customer experience is more important than ever, and companies which focus on their customer experience strategy will see a positive impact on revenue, brand loyalty, and customer advocacy.

Strategy 322

Strategy Customer Experience Net Promoter Score Social Media 322

One Millimeter Mindset

DECEMBER 28, 2022

Since we last met, all of us traveled one Herculean millimeter forward. The post Traveling One Millimeter Forward Together Towards 2023 appeared first on Babette Ten Haken. We remain united by our experiences of some form of angst, anguish, and suffering over the past two years. is available in digital format on Amazon.com.

Travel 87

Travel Consulting Innovation Leadership 87

Kerry Bodine

MARCH 18, 2020

Build customer loyalty that will ensure the long-term viability of your business. Last week, along with millions of other travelers, I had to cancel three weeks’ worth of business flights in the span of two hours. Sitting at your desk (or at your kitchen table) and reading the news, these objectives may seem out of reach.

Customer Experience 292

Customer Experience Airlines Insurance Travel 292

CX Journey

MAY 8, 2019

Simply stated, service profit chain thinking maintains that there are direct and strong relationships between profit; growth; customer loyalty; customer satisfaction; the value of goods and services delivered to customers; and employee capability, satisfaction, loyalty, and productivity. Here's what the Service-Profit Chain looks like.

Airlines 151

Airlines Travel Loyalty Customer Satisfaction 151

Very Best Service

FEBRUARY 8, 2025

Certain industries have harnessed the power of social customer service more effectively than others, leveraging it to enhance customer satisfaction and loyalty. This proactive approach not only addresses immediate concerns but also fosters customer loyalty in a highly competitive market.

Industry 52

Industry Customer Service Social Media Healthcare 52

TechSee

OCTOBER 22, 2024

Enhanced customer experience: providing faster and more efficient service improves customer experience and builds loyalty. This not only saves time and money but also reduces the environmental impact associated with unnecessary travel. Reduced costs: optimizing workflows reduces operating costs and improves profitability.

Technology 109

Technology Customer Satisfaction Conference Culture 109

Experience Investigators by 360Connext

SEPTEMBER 24, 2014

I’ve taken advantage of this perk when traveling , most recently in New York City. The evaluations always lead to improvements which then lead to results like increased online conversions or loyalty. A Regus card shows up in the mail and I use it! Not only is it a good co-working space, but they have offices everywhere.

Customer Journeys 282

Customer Journeys Social Media Consulting Travel 282

Experience Investigators by 360Connext

NOVEMBER 17, 2020

We know that building loyalty requires more positive interactions than negative ones. Employees wrote and tied hand-written thank you notes to baggage that travelers collected after their flight. Yet most business plans don’t have a “customer appreciation program” section. I love this example from Southwest Airlines.

How To 372

How To Airlines Social Media Tips 372

Customer Bliss

AUGUST 29, 2019

Exceptional CX is memorable and good news travels fast. Invest in your CX, and your business will be rewarded with customer accolades and loyalty! Here are 3 major findings that I want you to share with you from this comprehensive research: 8/10 Gen Z’ers Are Willing to Give Brands Another Chance.

Customer Journeys 227

Customer Journeys Customer Experience Case Study Consumers 227

Customer Bliss

MAY 23, 2018

She started off doing customer service work for CUC Travel before it became Cendant Travel, and loved the work. Carolyne is recognized as an industry executive, who drives low customer effort strategies and builds brand loyalty by leveraging technology, process re-engineering, and the development of high-performing teams.

Sports 197

Sports Customer Experience Travel B2C 197

ijgolding

DECEMBER 17, 2014

Fortunately this type of thing does not happen on a regular basis – it is therefore unlikely to have a detrimental effect on customer loyalty toward the airline. As a result, their overreaction to a problem and lack of support throughout the experience left a sour taste in the mouths of most customers concerned.

Airlines 209

Airlines Company Customer Journeys Travel 209

GetFeedback

JANUARY 19, 2020

All done via Expedia, because it gives me one place to handle all travel arrangements, and provides a very nice app to remind me what I booked along with directions, phone numbers, and more. . Here’s some general advice from the e-book How to Use Customer Loyalty Metrics: NPS, CES & CSAT : . Touchpoint survey best practices.

Customer Journeys 365

Customer Journeys Touchpoint Survey Measurement 365

InMoment XI

OCTOBER 19, 2021

We also ask questions we should know the answer to, like “did you travel with us in the last 30 days?” We sometimes ask questions the customer may or may not know the answer to—for example, did we resolve your issue today? The customer is likely thinking “hmm, well I hope so, the agent promised me to fix it.”

Analytics 370

Analytics Data Customer Experience Social Media 370

ijgolding

APRIL 9, 2020

For over eight years now, I have been travelling around the globe, sharing knowledge with people on how to deliver the customer experience (CX) as robustly and effectively as possible. It has been an amazing, if not exhausting, journey.

Customer Journeys 312

Customer Journeys CRM Technology Groups 312

Beyond Philosophy

MAY 2, 2024

Sonia Montella asked for a detailed explanation of customer loyalty and why we need it. I have a few things from a psychological perspective that make up loyalty. I always look at loyalty by thinking of who I am loyal to in my life. I would also include my loyalty to my Luton Town Football Club sports team.

Loyalty 78

Loyalty Sports Travel Financial 78

Experience Investigators by 360Connext

APRIL 27, 2021

Consider what customer-centric brands are doing to earn customer loyalty. Travel your customer journey , and look for quick fixes. Look ahead three to five years and start prioritizing the long-term improvements that will serve well into the future. Don’t stop with just your industry. Stay in touch with trends and predictions.

Customer Journeys 291

Customer Journeys Customer Experience Culture Sports 291

Inbenta

JANUARY 30, 2020

Today’s travelers no longer go to their local travel agent in order to book their trips, they are more and more connected and digitally savvy, doing all their research online. “64% of travelers and 80% of business users expect travel companies to respond to them in real time.” ” (Salesforce).

Tourism 121

Tourism Chatbots Self Service Industry 121

Lumoa

OCTOBER 26, 2022

There are nonetheless also many options for those who are still not ready to travel and meet people, as organizers have become better and better at offering an experience that is comparable to face-to-face interactions. Customer Loyalty Conference | June, 1 | Stockholm, Sweden. CX APAC by Forrester | May, 25-26 | Sydney, Australia.

Conference 221

Conference Customer Experience Contact Center Financial 221

ijgolding

FEBRUARY 24, 2015

Customer Journeys Customer retention and loyalty Recovery Travel customer experience customer experience failure customer experience recovery Emirates Etihad' However, I am just as quick […].

Customer Experience 120

Customer Experience Travel Customer Retention Brands 120

Win the Customer

DECEMBER 23, 2024

Example: A travel booking platform could use AI to analyze a customer’s past travel preferences, budget, and current interests to suggest personalized vacation packages, offer exclusive deals, and provide proactive support for common travel issues.

Customer Service 59

Customer Service Social Media e-support Travel 59