Help Scout

JUNE 17, 2021

We’ve all read those great customer experience stories that make us feel awed and admiring, but some of those stand-out examples can be misleading. To wow your customers and drive loyalty, you need to represent both stability and those moments of amazement.

Customer Experience 122

Customer Experience Hospitality Hospitality Start-ups 122

Uniphore

NOVEMBER 11, 2021

Travel and hospitality were among the hardest hit industries during the pandemic. Fewer business travelers, newer no-contact preferences and higher overall expectations are a few of the factors shaping the customer experience landscape.

Hospitality 130

Hospitality Hospitality AI Touchpoint 130

Fonolo

NOVEMBER 19, 2020

Unsurprisingly, technology adoption and customer experience continue to be hot topics — and as the demand for cloud-based software grows to accommodate remote work, call-back technology is steadily gaining popularity. Call-backs allow your contact center to defer customer calls to a later time, easing the burden off your agents.

Contact Center 162

Contact Center E-commerce Hospitality Hospitality 162

Fonolo

SEPTEMBER 13, 2022

If after-call surveys indicate low customer satisfaction for the same agent, then you’ll want to look at the situation more closely. Ask them how their customers feel when they don’t come to a first-call resolution. Perhaps a customer ends the call angrily. Makes Your Customers Feel Heard. Informs Your CX Strategy.

Net Promoter Score 150

Net Promoter Score Contact Center Hospitality Hospitality 150

Bill Quiseng

JUNE 28, 2023

These “Profits over People” traditionalists care about their hospital’s labor, research, and equipment costs, Medicare reimbursements, pharmaceutical companies’ payments in cash and in-kind gifts, and their patients’ payments more than they do their patients. Patients don’t care how big the hospital is.

Healthcare 162

Healthcare Pharmaceutical Hospitality Hospitality 162

Fonolo

SEPTEMBER 25, 2018

Customer service in Japan is internationally regarded as some of the best in the world and unlike any other. So, what is at the core of this reputation for exceptional hospitality and customer service? Japanese hospitality centers around a term called ‘omotenashi’: ‘Omote’ means ‘public face’, and ‘nashi’ means ‘nothing’.

Customer Service 110

Customer Service Hospitality Hospitality Contact Center 110

Lumoa

JULY 10, 2018

Most business leaders believe that customer experience will be the key driver for their company’s competitiveness going forward. However, when it comes to the actual customer experience management, things get difficult. It is not too difficult to listen to the customer. Not always, but often.

Customer Experience 113

Customer Experience NPS Text Analytics Customer Satisfaction 113

Bill Quiseng

OCTOBER 26, 2020

With these safeguards, you have simply changed a negative experience to one that is neutral. But what are you doing to move the experience from neutral to memorably positive? Hearing about hospitalizations, the struggling economy, and massive layoffs every day, your associates are still anxious and concerned about their jobs.

Hospitality 183

Hospitality Hospitality Customer Survey Customer Service 183

SurveySensum

JULY 14, 2020

The Super-Heroes of Customer Experience are here! Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. They have not only brought new perspectives on the table but have redefined the customer experience exceptionally!

Customer Experience 132

Customer Experience CX E-commerce Social Media 132

PeopleMetrics

JANUARY 18, 2022

Customer satisfaction has always been a make-or-break consideration for businesses. Learning from your customers’ experiences gives you direct insight into what you’re doing well and where you can improve to drive more revenue, acquisition, and retention. What is customer satisfaction software?

Customer Satisfaction 62

Customer Satisfaction Pharmaceutical Net Promoter Score Customer Feedback 62

Bill Quiseng

MAY 3, 2023

When you are Magnificently Boring to CARE, your customers are WOWED and happy, returning again and again, raving to others on social media. customerservice #customerexperience #customerloyalty #custserv #custexp #cx #hospitality

Hospitality 167

Hospitality Hospitality Social Media CX 167

Lumoa

NOVEMBER 29, 2021

Is it possible to determine the ROI of customer experience, if so, how do you do that? In this article, we explain the relationship between revenue growth and customer experience. In addition, we share tools that will help you calculate the ROI of your own customer experience projects. Not always, but often.

Customer Experience 97

Customer Experience NPS Text Analytics Customer Satisfaction 97

Zonka Feedback

MAY 10, 2023

Create memorable Hotel Stay Experiences and lure your hotel guests to choose your hotel in every trip! Explore the top Customer Satisfaction Survey Questions for Hotels to gauge Customer Satisfaction. Travel and Hospitality is an ever-growing industry.

Customer Satisfaction 52

Customer Satisfaction Hospitality Hospitality Customer Experience 52

Fonolo

MARCH 19, 2019

By embracing modern customer service technology as a must-have ‘utility’, these brands can set themselves apart from their competitors. The Benefits of Improved Customer Service. Industries like retail, hospitality, and healthcare have continued to raise the bar to meet customer expectations. A study by J.D.

Technology 106

Technology Technology Customer Service Social Media 106

Shep Hyken

AUGUST 2, 2021

Each week I read many customer service and customer experience articles from various resources. Customer Experience Strategies to Annoy or Delight Your Customers by Phil Britt. CMSWire) Let’s be frank: no company goes out of its way to produce miserable customer experiences.

Customer Service 86

Customer Service Hospitality Hospitality Customer Loyalty 86

Hodusoft

NOVEMBER 28, 2019

Think of hospitality and what you see is a mix of services. Then there are agents sitting in the middle to serve customers even as they liaise with hotels, airlines, railways, buses and taxi operators. These days it is all about unified communication as a key to exquisite customer experience.

Hospitality 52

Hospitality Hospitality Social Media CRM 52

ECXO

MAY 29, 2024

This involves delving deep into the nuances of customer needs and adopting an adaptable and responsive approach. Cross-functional teams are instrumental in spearheading ongoing enhancements and fostering innovation to ensure the delivery of exceptional customer experiences.

CX 156

CX Innovation E-commerce Real Estate 156

Qualtrics

JULY 18, 2019

If this many people are spending money on travel and tourism, hospitality professionals must provide customers with an excellent guest hospitality experience to keep them coming back and to grow their businesses. Competition is steeper than ever and customers want to be delighted or they will choose another provider.

Hospitality 45

Hospitality Hospitality Artificial Intelligence CX 45

Fonolo

NOVEMBER 27, 2018

While we could go on for days about the benefits that come from giving your call center employees autonomy, here are the top three reasons you should actively work to support your customer service employees. Increased Customer Satisfaction. This hospitality company gives each employee up to $2000 (per guest!) Thomas Howe.

Customer Service 119

Customer Service Contact Center Hospitality Hospitality 119

Taylor Reach Group

DECEMBER 5, 2017

TRG), a globally recognized consulting firm focused on optimizing clients’ Contact Centers and Customer Experience (CX), today announced they are working with one of the largest veterinary hospital organizations in the United States and Canada. Toronto, ON – December 5, 2017 – The Taylor Reach Group, Inc.

Hospitality 48

Hospitality Hospitality Contact Center Healthcare 48

Bill Quiseng

APRIL 18, 2021

Or be sure to read “ Delivering Effective Social Customer Service ” by Carolyn Blunt and Martin Hill-Wilson. It should be delivered by the highest-ranking operations manager to convey the critical role your employees play in driving customer satisfaction.

Social Media 167

Social Media Customer Service Education Legal 167

Shep Hyken

SEPTEMBER 6, 2021

Each week I read many customer service and customer experience articles from various resources. When Customer Care Isn’t Enough, Call the Customer Delight Brigade by Katie Deighton. My Comment: This is a great report about trends related to the “in-store” customer experience.

Customer Service 24

Customer Service Net Promoter Score Contact Center Retail 24

Lumoa

APRIL 14, 2021

About the episode: Most of us understand that customer experience is something highly relevant for a business. Improved customer experience is equal to improved retention, decreased churn, and improved competitiveness, which leads to revenue growth. Our guest: Joahnna Sinkkonen , CEO and co-founder of Lumoa. Sofia: Right.

Customer Experience 88

Customer Experience CX Net Promoter Score Start-ups 88

Uniphore

JANUARY 21, 2022

In the wake of the global pandemic, customer experience (CX) has risen to new prominence as more patients and members are interacting with healthcare service providers remotely. What digital customers are seeing often isn’t pretty: complex processes, redundant steps and time-consuming resolution journeys.

Compliance 147

Compliance Healthcare AI Artificial Intelligence 147

InteractionMetrics

APRIL 17, 2025

Qualtrics is the industry standard for customer experience surveys. Meanwhile, the customer experience software space is vast and there are competitors that offer simpler reporting tools, comparable (or better) design, and stronger value. But that doesnt mean its the right fit for everyone. But for most companies?

E-commerce 40

E-commerce Hospitality Hospitality Sentiment Analysis 40

Fonolo

OCTOBER 6, 2020

This ‘moment of truth’ for the customer will determine how they think and feel about your brand in future — and whether they choose to spend their money with you. Ways Your Employees Impact Customer Perceptions. There are dozens of daily opportunities for your employees to affect customer perceptions.

Hospitality 126

Hospitality Hospitality Customer Satisfaction CX 126

Ameyo Callversations

JUNE 15, 2021

So, if live chat channels are already being used by each brand, how do we deliver a differentiated customer experience? Industry verticals like healthcare, travel & hospitality, banking, government, and e-commerce are evaluating their CSAT score to find an answer to the question stated above.

Customer Satisfaction 52

Customer Satisfaction Invoicing E-commerce Omnichannel 52

Fonolo

MARCH 26, 2019

However, much has been written by customer service experts about why the phrase should be banished by service industry workers. They argue that, by using this phrase, service and hospitality workers are actually making customers feel like their requests are problematic. 6 Must-Read Customer Experience Trends in 2019.

Hospitality 127

Hospitality Hospitality Omnichannel Technology 127

CX Accelerator

APRIL 30, 2018

Companies these days are fixated on Customer Experience. It’s true, our customers are looking for much more than the product – they want to feel valued and be part of something special, something bigger than themselves. If they are having a great experience, so will your customers. because you’re going to need one!

CX 140

CX Customer Journey Map Hospitality Hospitality 140

Fonolo

APRIL 19, 2018

I know I recently spoke about the importance of reading vs. watching television in my latest blog on the top customer experience books , but let’s not completely underestimate the power of the tube. In this clip from Little Britain, the hospital receptionist, Carol is not only unhelpful, she’s completely insane.

Customer Service 101

Customer Service Hospitality Hospitality Contact Center 101

Confirmit

JANUARY 9, 2018

The hospitality team at Amadeus is dedicated to partnering with its customers to help adapt to new business challenges and market opportunities, and share success with key business stakeholders. By distributing the data, we offer employees insight into our customers’ sentiment and level of satisfaction.

Hospitality 40

Hospitality Hospitality Customer Experience Voice of the Customer 40

Confirmit

JANUARY 9, 2018

The hospitality team at Amadeus is dedicated to partnering with its customers to help adapt to new business challenges and market opportunities, and share success with key business stakeholders. By distributing the data, we offer employees insight into our customers’ sentiment and level of satisfaction.

Hospitality 40

Hospitality Hospitality Customer Experience Voice of the Customer 40

SurveySensum

AUGUST 28, 2024

Who wouldn’t want to pay a little extra to have a hassle-free and streamlined experience that saves time and effort? I know I would and so do 86% of customers for a better customer experience. The attendants are trained to greet customers with a warm and friendly welcome and give their undivided attention to them.

Customer Experience 52

Customer Experience Text Analytics Hospitality Hospitality 52

Execs In The Know

MARCH 10, 2025

The energy at the Customer Response Summit (CRS) in Clearwater Beach, FL, was unmistakable. Customer experience (CX) leaders werent just there to listen; they were there to tackle evolving CX together. Leaders walked into sessions with big questions: How do we ensure AI doesnt erode customer trust? The takeaway?

CX 94

CX AI CX Transformation Artificial Intelligence 94

SurveySensum

JANUARY 16, 2025

What is Qualtrics Platform Overview Qualtrics is a popular experience management tool businesses use to design their CX strategies and improve customer experience. Some of the notable byproducts of Qualtrics are Customer XM, Employee XM, Brand XM, Design XM, Core XM, and XM Dscvr. Overall Rating: Qualtrics scored 4.4

Sentiment Analysis 52

Sentiment Analysis NPS AI Text Analytics 52

Execs In The Know

MARCH 4, 2022

Enter customer journey analytics: a solution that eliminates data silos and combines otherwise segmented data to empower marketers to improve the customer experience throughout the entire customer journey, from end to end. Here’s what you need to know about customer journey analytics, its benefits, and how it works.

Customer Journey Map 98

Customer Journey Map Touchpoint Machine Learning Unstructured Data 98

Shep Hyken

NOVEMBER 8, 2021

Each week I read many customer service and customer experience articles from various resources. The Great CX Debate: Should Customer Experiences Be Effortless or Exceptional? Here are 100 of the strangest things retailers have been asked by customers. Here are my top five picks from last week. by Bob Phibbs.

Customer Service 85

Customer Service Retail Hospitality Hospitality 85