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

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

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. Listen, act, and let them know what you did.

Social Media 167

Social Media Customer Service Education Retail 167

Lumoa

SEPTEMBER 10, 2018

How often should you collect customer feedback? This question is raised more and more often, especially now, in the “era of customer feedback”. Now, as we’re on the same page, why exactly should you find a different timing of collecting customer feedback than doing it quarterly or annually?

Customer Feedback 68

Customer Feedback Text Analytics Close the Loop Hospitality 68

InteractionMetrics

APRIL 17, 2025

Its a curated list of 17 Qualtrics alternatives, each chosen for a specific strengthwhether thats streamlined online surveys, better integrations, or smarter ways to tie customer feedback data to revenue. (If It offers custom question types, logic, and multilingual support, though its analytics are more basic compared to Qualtrics.

E-commerce 40

E-commerce Hospitality Hospitality Sentiment Analysis 40

ECXO

MAY 29, 2024

Driving Continuous Improvement Continuous improvement in the context of customer experience is a relentless pursuit of refining products, services, and processes in alignment with customer feedback and evolving market trends.

CX 156

CX Innovation E-commerce Real Estate 156

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!)

Customer Service 119

Customer Service Contact Center Hospitality Hospitality 119

Fonolo

APRIL 19, 2018

In this clip from Little Britain, the hospital receptionist, Carol is not only unhelpful, she’s completely insane. A little girl comes in to get her tonsils removed, but the hospital has her scheduled for a double-hip replacement. Making the Most of Customer Feedback. Know What Makes Customers Tick.

Customer Service 101

Customer Service Hospitality Hospitality Contact Center 101

Lumoa

JULY 10, 2018

Most organizations, who receive large amounts of customer feedback data, can buy text analytics solutions which help in making sense of the data and transform the chaotic customer voice data into structured info. And yet still, acting on the customer feedback is hard. Our customer satisfaction increases – so what?

Customer Experience 113

Customer Experience NPS Text Analytics Customer Satisfaction 113

Execs In The Know

MARCH 10, 2025

Frid Edmond, Senior VP of Global Customer Engagement Centers at Marriott International , opened Day 2 with a powerful keynote on navigating large-scale transformation in the hospitality industry. Customer Shop Talks and Moments of Brilliance Smaller, expert-led discussions offered deep dives into CX strategies and AI implementation.

CX 94

CX AI CX Transformation Artificial Intelligence 94

Lumoa

NOVEMBER 29, 2021

Most organizations, that receive large amounts of customer feedback data, can buy text analytics solutions that help in making sense of the data and transform the chaotic customer voice data into structured info. And yet still, acting on the customer feedback is hard. Our customer satisfaction increases – so what?

Customer Experience 97

Customer Experience NPS Text Analytics Customer Satisfaction 97

SurveySensum

JANUARY 16, 2025

It helps you create and launch surveys with AI capabilities and collect key customer insights to drive business growth, understand customer satisfaction and loyalty, and improve the overall customer experience. in this aspect, indicating strong customer satisfaction in meeting customer expectations and needs.

Sentiment Analysis 52

Sentiment Analysis NPS AI Text Analytics 52

Execs In The Know

MARCH 4, 2022

Because the customer journey doesn’t end with the purchase, customer analytics solutions go past the point of purchase to monitor and analyze behavior through customer service interactions and beyond. To learn more about this and other critical CX topics, register for Execs In The Know’s Customer Response Summit Clearwater.

Customer Journey Map 98

Customer Journey Map Touchpoint Machine Learning Unstructured Data 98

SurveySensum

DECEMBER 18, 2024

Events of Global Significance Major global or local events can temporarily disrupt customer satisfaction and expectations, significantly impacting NPS benchmarks. For instance, during the COVID-19 pandemic, businesses faced operational challenges, and customer patience was tested. points globally during the pandemic.

Net Promoter Score 52

Net Promoter Score NPS Actionable Insights Non-Profits 52

Shep Hyken

NOVEMBER 8, 2021

Bob Phibbs The Retail Doctor) While much has been made of the Great Resignation in retail, hospitality, and other service jobs – and it is serious – retail frontline workers often get some of the oddest and funniest requests. Here are 100 of the strangest things retailers have been asked by customers. by Bob Phibbs.

Customer Service 85

Customer Service Retail Hospitality Hospitality 85

Fonolo

JULY 5, 2023

Over the last few decades, many researchers have proven this link between employee behavior, customer satisfaction and the monetary cost of toxic employees. Here are four concrete ways employees impact your brand’s customer perception. Active listening is key to forming close customer relationships.

Social Media 104

Social Media Sports Customer Satisfaction Net Promoter Score 104

SurveySensum

AUGUST 2, 2024

Want to keep a finger on the pulse of customer satisfaction? Calculating the NPS score is not just about crunching numbers – it’s about understanding how your customers truly feel about your product, service, and overall brand. How does NPS impact customer retention in the hospitality industry?

NPS 52

NPS Customer Loyalty E-commerce Hospitality 52

Retently

SEPTEMBER 3, 2023

Given the dynamic hospitality landscape, where user experiences can make or break a business, Airbnb stands as a prime example of how customer feedback can shape an industry giant. In a time of endless choices, interpreting customer feedback is key to staying competitive – a lesson Airbnb excels in.

Net Promoter Score 78

Net Promoter Score NPS Touchpoint Hospitality 78

Intercom

OCTOBER 10, 2024

We spoke with Angelo Livanos, Senior Director of Global Support at Lightspeed Commerce , about burning topics in the customer service space right now, like getting stakeholder buy-in for AI, approaches to rolling out the technology, managing change, and keeping a pulse on employee and customer satisfaction.

AI 96

AI Innovation Customer Service Start-ups 96

Execs In The Know

MARCH 10, 2025

Frid Edmond, Senior VP of Global Customer Engagement Centers at Marriott International , opened Day 2 with a powerful keynote on navigating large-scale transformation in the hospitality industry. Customer Shop Talks and Moments of Brilliance Smaller, expert-led discussions offered deep dives into CX strategies and AI implementation.

CX 64

CX AI CX Transformation Artificial Intelligence 64

Confirmit

SEPTEMBER 27, 2017

Download the ACE Awards book learn how: Ally Financial hit an incredible 90% customer satisfaction score. Virgin Money turned customer feedback into 145 specific actions to improve the Customer Experience. Quest software created a VoC program that runs in eight languages in 57 countries.

Hospitality 40

Hospitality Hospitality VOC Voice of the Employee 40

Confirmit

SEPTEMBER 27, 2017

Download the ACE Awards book learn how: Ally Financial hit an incredible 90% customer satisfaction score. Virgin Money turned customer feedback into 145 specific actions to improve the Customer Experience. Quest software created a VoC program that runs in eight languages in 57 countries.

Hospitality 40

Hospitality Hospitality VOC Voice of the Employee 40

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!)

Customer Service 57

Customer Service Contact Center Hospitality Hospitality 57

SurveySensum

JUNE 15, 2023

It’s no wonder companies like Link Net , a telecommunication giant, have made it a top priority to boost their customer satisfaction scores. Capture customer sentiment consistently across different touchpoints. A score of 35 can be a good score for the hospital industry but not a good score for the retail industry.

Text Analytics 52

Text Analytics Customer Satisfaction Close the Loop Hospitality 52

VOZIQ

APRIL 8, 2022

This book will guide you on how to eliminate what customers hate and lead your market and customer satisfaction. The Customer of the Future: 10 Guiding Principles for Winning Tomorrow’s Business. In today’s customer-centric world, companies are forced to adapt to their customers’ demands and expectations.

Customer Experience 40

Customer Experience Hospitality Hospitality Touchpoint 40

Shep Hyken

NOVEMBER 11, 2022

According to studies, customers now demand a near-instant response from customer service, with 90% expecting an immediate answer. So it is important to have prompt customer service in place for maximum customer satisfaction.?? . QR codes for customer feedback .

Customer Service 57

Customer Service Social Media Hospitality Hospitality 57

Lumoa

APRIL 14, 2021

First of all, we felt that we had built something very meaningful, learned many good ways to analyze customer feedback that we could actually also teach to other companies. The reality is that the importance of customer experience always depends on your industry. Johanna: Yeah, I think it was a combination of a few things.

Customer Experience 88

Customer Experience CX Net Promoter Score Start-ups 88

SurveySensum

OCTOBER 31, 2023

What are customer experience and customer service, how they’re connected, their differences, why do they matter for your business, and how a customer feedback platform can help you ease your work to enhance the overall experience? Now comes a question – How to measure customer experience?

Net Promoter Score 52

Net Promoter Score Customer Service Customer Experience E-commerce 52

Retently

FEBRUARY 21, 2024

Including open-ended questions or a comment box in your survey allows your customers to voice their experience and provide valuable feedback. By analyzing these comments, businesses can gain a comprehensive understanding of customer satisfaction and preferences. Importance of “How did you hear about us?”

Social Media 78

Social Media Engineering Customer Acquisition Retail 78

SurveySensum

JULY 14, 2020

Lynn Hunsaker – CXPA Board, Customer Experience Leader, Trainer, Author . Lynn Hunsaker started her career as chair of a 20-country, 6-division task force designing customer satisfaction methodology as a manager in the Strategic Planning department at then-Fortune-250-ranked Sonoco Products. Website : [link].

Customer Experience 132

Customer Experience CX E-commerce Social Media 132

SurveySensum

JANUARY 16, 2025

It helps you create and launch surveys with AI capabilities and collect key customer insights to drive business growth, understand customer satisfaction and loyalty, and improve the overall customer experience. in this aspect, indicating strong customer satisfaction in meeting customer expectations and needs.

Sentiment Analysis 52

Sentiment Analysis NPS AI Text Analytics 52

SurveySensum

AUGUST 9, 2022

And an intelligible survey tool offers actionable insights, detailed reports, and powerful analytics to improve the decision-making of an organization and inculcate customer feedback into the processes. Some of the notable byproducts of Qualtrics are Customer XM, Employee XM, Brand XM, Design XM, Core XM, and XM Dscvr.

Sentiment Analysis 52

Sentiment Analysis NPS ML Start-ups 52

Zendesk

MAY 19, 2021

What does a customer service manager do? A customer service manager leads a team of customer service agents and works with them to resolve customer issues and ensure customer satisfaction. Having a vast range of soft skills will also help you transition into a customer service manager role.

Customer Service 52

Customer Service Hospitality Hospitality Construction 52

Fonolo

JANUARY 4, 2022

Companies that prioritize providing a great experience saw a 10-15% increase in revenue and a 20% increase in customer satisfaction. Customers will spend up to 40% more with a company when satisfied with its customer service. 6 Secrets for Boosing Customer Satisfaction in Your Contact Center.

Customer Service 142

Customer Service Social Media Contact Center Artificial Intelligence 142

Fonolo

AUGUST 3, 2017

Unfortunately his mother was dying and he knew he only had a short amount of time to get to the hospital and say goodbye. He made it to the hospital in time to see his mother. Whitepaper: The Contact Center Playbook for Improving Customer Satisfaction. Making the Most of Customer Feedback.

Customer Experience 83

Customer Experience Contact Center Hospitality Hospitality 83

Retently

DECEMBER 11, 2024

Its about creating a thoughtful approach that gives you feedback you can actually use. Because companies that measure and act on customer satisfaction dont just stay afloat they grow. Satisfied customers arent just happy; theyre more likely to stick around, recommend your brand, and keep coming back for more.

Touchpoint 93

Touchpoint Actionable Insights Start-ups Customer Satisfaction 93

CSAT.AI

MARCH 24, 2021

Even back in 2012 The New York Times did an article on the fraying of customer patience over surveys. They referenced another article called “Infant Who Begins Babies ‘R’ Us Customer Satisfaction Survey Dies of Old Age.” Sadly, that article is no longer on the net, but the title is still topical and sarcastic today.

NPS 59

NPS Net Promoter Score Hospitality Hospitality 59